Keyholding Case Study
Clients: Confidential
Properties: Three luxury villas in Murcia, Spain
Service Provider: The Unity Group
Location: Murcia, Spain
Introduction:
The Unity Group is a Property Services business, based in the popular region of Murcia, Spain. They specialise in offering VIP Keyholding services to property owners, focusing on ensuring the security, maintenance, and satisfaction of their clients. This case study explores their successful partnership with clients who own three high-end properties in Murcia. It highlights how the Unity Group differentiates itself from standard Property Services companies and demonstrates their ability to exceed client expectations.
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Differentiation:
1. Personalised Approach:
The Unity Group understands that each client is unique and their needs will differ. Unlike standard keyholding companies that often offer one-size-fits-all solutions, The Unity Group takes a personalised approach. They began their collaboration with these particular clients by conducting an in-depth consultation, followed by a number of meetings and calls to understand their preferences, priorities, and property-specific requirements.
2. Comprehensive Services:
While typical keyholding companies often only focus on keyholding, cleaning and basic security checks, The Unity Group offer a comprehensive range of complimentary services. They oversee not only keyholding but also property maintenance to include construction & reform delivery, landscaping, pool care & mailbox management, alongside unlimited concierge services. This holistic approach simplifies property management for the clients, who prefer to outsource the majority of their property management requirements for each of their homes and investments, allowing them to relax and enjoy holidays at their own property, leaving the ongoing maintenance and day-to-day management of their holiday-let investment properties to a trusted third party, enabling multiple, hassle-free and highly profitable passive income streams.
3. Local Expertise:
Being based in Murcia, The Unity Group Services possesses in-depth knowledge of the region. They understand the local regulations, climate and culture, enabling them to manage their client's properties effectively. They have a network of trusted local contractors and service providers, ensuring prompt and effective responses to any requirement.
4. Cleanliness is next to godliness:
Upon taking ownership of the management of the clients Spanish property portfolio, rigorous assessments of the properties began. Having identified any requirements for maintenance, reports were passed to the clients for approval. Subsequent maintenance and multiple small works were completed at the clients direction, as soon as it was possible to do so. Subsequently, each of the properties were thoroughly cleaned to the Unity Group’s exacting standards, ensuring exceptional cleanliness for both the clients and their guests upon arrival at each villa. Ongoing sanitisation services have been provided for all properties, in keeping with the Unity Group’s high-bar for property cleanliness and client satisfaction. In order to maximise the clients ROI, the Unity Group typically operate a same-day turnaround when cleaning the properties utilised for short-term and seasonal lettings. Each property has a garden area and swimming pool, which are also cleaned and maintained to a high standard by the business.
5. 24/7 Availability:
Unlike many standard keyholding services that operate during limited hours, The Unity Group offer round-the-clock support. Their dedicated team is on call 24/7 to respond to emergencies, ensuring that their client's properties are always secure and well-maintained.
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Exceeding Client Expectations:
The Unity Group has consistently delivered a service level to exceed their client's expectations. Here are some key ways in which they have achieved this:
1. Regular Updates:
The company maintains open and transparent communication with the clients. They can provide regular updates on the status of their properties, including detailed reports after each property visit, if requested, or appropriate. This level of transparency has given the clients peace of mind and confidence in their services. However, the Unity Group do not bombard the clients with unnecessary or irrelevant information. We appreciate the clients time is valuable and only report or summarise on relevant matters.
2. Proactive Maintenance:
The Unity Group do not wait for problems to arise; they proactively address maintenance issues. For instance, their post box management services have saved potentially costly issues when the clients were unable to open unexpected bills, speeding fines and other correspondence, due to being out of the country. During routine inspections, we have identified and when authorised, undertaken repairs and maintenance prior to further escalation, saving the clients inconvenience, time and money.
3. Concierge Services:
The company's concierge services have delivered significant additional value for both the clients and their clients, in turn. Where the properties often hosts VIP guests, celebrities and important business associates, the Unity Group have discreetly arranged airport transfers, restaurant reservations and organised special trips and events. This has created exceptional experiences for the clients and their guests, enhanced value and improved client retention and satisfaction for the owners of the properties.
4. Cost-Efficiency:
Despite offering premium services, The Unity Group has managed to optimise costs through efficient management and vendor relationships. These cost-efficiencies resulted in both reduced expenditure and improved ROI for the clients.
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Conclusion:
The Unity Group have proven to be a valuable partner for the clients and their three properties in Murcia, Spain. Their differentiation in personalised attention, comprehensive service offerings, local expertise, concierge and VIP services & 24/7 availability sets them apart from other Property Services companies. Consistently exceeding client expectations by employing proactive maintenance, transparent communication, concierge services, and cost-efficiency, The Unity Group has established a strong, long-lasting relationship with the clients and demonstrated their commitment to delivering exceptional property management services in the region.