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is kept neat and tidy at all times. AccordingtoKen,key holdingisone of


themost popularservices they offer “Ifone of ourcustomers has locked themselves out of their flat, we hold the keys so we can let themin.Wecan also take in themajority of deliveries forresidents such as theirweekly food shop,meaning they can go out and enjoy themselveswhilewewaitfor thedelivery! It’s allabout helpingour customerstoenjoy their homes.” Sowhat didFelix spendthe morning


doing? “I gotinvolvedinahugevariety of jobs,” he says. “I was busy dealing with courierdeliveries, sortingout thedaily post (nomeanfeatinadevelopmentwhere there arenearly300 hundredapartments),aswell as signing keys in andout andgreeting customers and visitors.” When asked howthey rated his


performance, Ken andLouis gave Felixtop marks.“Felixdid agreat job,” says Ken,who was pleased to see that a seniormanager was willingtoget hishands dirty. “I thinkit’s really importantfor himtoseewhat we do on


Flat Living Autumn2012


care about thejobwedo


adaily basisaswehavethemost contactwith theresidents living in thedevelopments.”He was also pleased that Felix could see at first- hand therapport that theconcierge has with residentsinthe block. “I’vebeenheresince thedevelopmentopenedsoI’vebeenableto buildareallystrongrelationshipwiththe residents. I think Felix was able to see how much we allgenuinely enjoyand care about thejob we do,and Ihopethatshows to our customers,”saysKen. In turn,Felix wasimpressed with theway


Ken andLouis carryout theirrole, keeping thedevelopmenttoaveryhighstandardand with rigorous processesand procedures in


Felixwas able to see howmuchweall genuinelyenjoy and


place. “I wasimpressed that they have areally good knowledgeofall theresidents at the developmentand areinregular contactwith many of them,”hesays. Finally,whilehewas at Putney Square,


didFelix spot anyareas of theconcierge servicethatcould be improved?Heconfirms that he talked to Ken andLouis aboutsome thoughts he hadonthe sensitivematterof customer’s keyhandling.“Wearelooking at a fewideas to improve things in this area,” he says. The exercise re-enforced just how


important the teams on Pembertons’ sites are, both to theircustomers andtothe company. Says Felix:“WhileIcurrently don’tliveinaleaseholdproperty, Iknow thefrustrationsthatsomeofour customers have with the‘rules’ that areoften in place aboutthingslikebarbequesand noise restrictions forexample.The timeIspent on site broughthometomethatthere’s a delicate balancebetween keeping theplace safe andensuringour customerscan enjoy their homes.”●


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