What does customer service really mean in the real estate world? In this edition of the Industry Eye, Andrie Jackel, Sales Director at Treo Homes, shares his unique take on offering outstanding customer service to real estate clientele. Having cemented his position as one of the most trustworthy agents at Arabian Ranches 2, Andrie shares how he established his reputation and built such strong relationships within this thriving community.
Defining customer service
My name is Andrie Jackel and I’ve had the privilege of working in the Dubai real estate industry for the past 7 years. I began my career as a rental agent in Arabian Ranches 2 and just a year into the role, I transitioned into sales. Before making the leap into real estate, I was a teacher in South Africa, Qatar and Thailand. The skills I developed in education – communication, patience and understanding – have been invaluable in my real estate career. A friend suggested I try real estate and I have never looked back since.
Exceptional customer service, to me, means going above and beyond to ensure that every client feels valued, informed and supported throughout the entire process. Buying a house will often be one of the biggest financial and emotional decisions a person or married couple will make – it can be extremely stressful and time-consuming. That is why from the moment I answer that first call, my primary goal is to make the journey enjoyable by being attentive, transparent and knowledgeable, ensuring that the client feels confident and cared for every step of the way.
Strategies for building strong relationships
In Arabian Ranches 2, I work primarily with end users and I see each interaction – from the initial meeting to the final signing – as part of a process in which an understanding and bond naturally develop. By the time we reach the closing stages, it’s often more than just a professional relationship; it’s a friendship.
The key to my strategy is building an authentic connection. I’m not in the market to trick buyers with sales tactics, I’m here to build real connections. I engage with clients on a personal level, discussing their renovation ideas, future plans, family, hobbies and interests. By focusing on what truly matters to them, the process of viewing and buying a home becomes a natural extension of our conversation.
Storytime with clients
I have a memorable example from 2018 involving a South African client, whom I initially worked with to help find a rental property. Later, when they decided to buy, we came across an abandoned house in Rasha, Arabian Ranches 2. I tracked down the seller who was living abroad and facing significant challenges, including poor health, which made it impossible for him to travel.
The situation was complex and required navigating substantial risks, as the only way to move forward was for my clients to pay off the seller’s debts to close the deal. We were able to find a secure process, negotiating terms that protected my clients while also helping the seller out of a difficult situation. In the end, the deal closed successfully.
The outcome was incredible: my clients renovated the house and sold it for a significant profit. My client, Temmeque Reynolds, went on to start her own renovation company, Apex Homes, where she’s doing amazing work. Seeing her thrive in her new venture was incredibly rewarding.
Understanding client needs
In over 7 years I’ve been in the market, I’ve only ever sold one or two perfect houses. I’ve come to realize that finding the “perfect” house is rare; it’s more about finding a property with the least amount of work needed and having the vision to show clients how to turn it into their ideal home. I go to viewings with a lot of PDF files of renovated houses (installed pools, refurbed kitchens etc) so that I can paint the picture they might struggle to see. Everyone wants to put their own stamp or personal touch on their home. By sharing my knowledge of renovations and providing practical examples, I can guide clients in shaping a home that reflects their needs and preferences
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Building real connections
While Dubai often leans heavily on WhatsApp for communication, I believe that real connections are built through more personal interactions. A simple phone call or a coffee meeting before or after a viewing can significantly strengthen the relationship and build trust. You can’t effectively sell a house over WhatsApp. To truly connect with clients, you need to have personal interaction – sometimes you have an exciting new home to show or a great price drop to share. Buyers need to see and feel your excitement, which a simple text won’t convey. Sometimes I’ll even drive to their office to ensure we connect in person.
One common challenge is dealing with clients who have had negative experiences with inexperienced agents. These agents, often due to a lack of proper training at no fault of their own, may leave buyers feeling frustrated and disillusioned with the process. When this happens, you’re essentially starting on the back foot, as the client’s trust in the market has been shaken.
To overcome this, I treat every client as if they are new to the process, regardless of their past experiences. I make it a priority to guide them through each step with clarity, patience and professionalism, ensuring they feel supported from start to finish. This helps rebuild their confidence and turns what could have been a negative experience into a positive one.
Making your clients feel valued
I do what I would expect to be done to me, I don’t like when people are late. Hence, I make it a point to always be on time. I offer refreshments on viewings, especially on hot days and I’m available 24/7. I also love making WhatsApp groups with the whole family so everyone can interact in the buying process.
For closing deals, I partner with Pop & Toast, an Irish artist, to provide a thoughtful housewarming gift – a special touch to celebrate their new home. Additionally, I send a bouquet of flowers one year after the transfer to celebrate my client’s first anniversary in their house.
I’m at a stage now where I’m part of the Arabian Ranches 2 Dad’s group and I hold golf days where I invite the dads and cover all the costs for the day. While not all clients play golf, these events allow me to connect with a significant portion of my clients on a personal level. If I can at least connect with a percentage of my clients, it’s a percentage more than the year before.
I make myself available 24/7. If I’m not directly reachable, I ensure clients have access to another point of contact, whether it’s a colleague or a trusted associate. Time kills deals in this industry and delays can result in missed opportunities and financial losses for clients. If you see me on the golf course or at the gym, I’m often on my phone staying connected and responsive to clients. Real estate is a 24/7 job and I’m committed to being available whenever my clients need me.
Advice for new agents
Treat clients like clients but try to grow the relationship organically into a friendship. Celebrate deals and milestones with thoughtful gestures, such as sending gifts. Make it a practice to check in with clients at regular intervals – 3, 6, 12 and 24 months after the sale – to maintain the relationship and show that you genuinely care about their ongoing satisfaction. Don’t forget about them; ongoing engagement helps build long-lasting trust and loyalty.
You can’t have a personal connection with all clients, but that doesn’t mean you should not be professional. First, maintain a high standard of professionalism so clients feel respected and well-served. As trust builds, personal connections can grow organically.
About Andrie Jackel
Andrie Jackel kicked off his Dubai real estate career in 2017, utilising his sales knowledge built up in the tile industry and empathetic approach from his experience as a teacher in South Africa. Andrie has been involved in hundreds of sales in Arabian Ranches 2 and is the longest-standing agent in the area. What sets him apart is his love for the industry, the respect he has for buyers and sellers and his expertise-driven attitude. Since joining Treo Homes as a leasing agent in Arabian Ranches 2, Andrie has been promoted to Sales Director of the company. Andrie still does his own sales and would never leave the community he is so well established in.