In this edition of Industry Eye, we sat with Fabio Lombardi, Assistant Director at Betterhomes – and 2nd runner-up of the Bayut dubizzle Stronger Together Agent of the Year (Enterprise) award. Known for his stellar customer service skills and being a team player (having motivated many of his colleagues to spread their wings in their careers), we were curious to hear his story. He discusses how he developed his skill sets and built a name for himself in the industry.
The Beginnings Of A Real Estate Career
I was born and raised in Italy. Since my childhood, I’d always wanted to be a hotel manager, which is why all my education and work experiences centred around tourism and hospitality.
All this changed after my first job at a famous hotel in Italy when I realised this career wasn’t for me.
I knew a part of my heart was still in the tourism industry – thanks to my love for people and customer service. But I also discovered a hidden passion for sales, which I combined with tourism for my new career in selling TimeShares in 1998. This was the beginning of my sales career.
I then decided to join Emirates Airlines in 2003, to discover the world, its cultures and traditions.
Being in this career for almost five years gave me the strength to engage with different people and work with their requirements. In addition, I rediscovered my dedication to always having a high standard of customer service.
My experiences in sales and customer service for over two decades before joining BetterHomes in 2009 set an excellent foundation for my interpersonal skills, helping me create rapport and easily meet my customer’s needs. It also allows me to offer service that goes beyond expectations.
I believe I was lucky to be in Dubai since the advent of the real estate market. Owing to my passion for properties, I always stayed updated about the Dubai real estate market and its trends; I even became a small investor, so I was doing a lot more homework than usual.
This was until 2007, when I saw a lot of property brokers in the city with professionalism and customer service making significant money. I realised, then, that I could make a difference in the industry by becoming a real estate agent and offering the skills that I would expect as a client!
Achieving Goals
Since day one, I have always managed to achieve the targets I set for myself. Even during tough times, I’ve stayed resilient – my hunger for growth helping me remain persistent and focused on my goals.
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I strive to be a role model to my colleagues and team, so I ensure that I follow the right ‘procedures’ and build rapport with clients. An excellent exercise for myself is thinking twice before answering – because, as a true Italian, I have a ‘hot’ temper that I’d like to keep in check.
Today, I stay updated about the market by reading the news and talking to other colleagues. I check what the competitors are up to, of course!
Since I’m always supportive of my colleagues, they know they can rely on me anytime to find answers and assist them best.
On Customer Service
I believe that one of the things that set me apart from other agents is that I make customer service a priority. I treat each client with the same respect and importance since they could potentially bring referral clients.
My definition of good customer service is the ability to fulfil client expectations, find solutions in a professional manner, have empathy, be a good listener, and be proactive. I don’t think customer service in real estate differs from other industries. Customer service is customer service, in any domain. We’re all professionals trying to meet, if not exceed, customer expectations.
I build rapport by asking as many questions as possible to understand their real needs. I would say that being a great listener, being proactive and following up as often as possible helps build solid and lasting relationships.
After many years in this industry, you can tell if a lead is fruitful or not. Even if a client doesn’t sign with you, as Walt Disney said, ‘do what you do so well that they will want to see it again and bring their friends’!
About Fabio Lombardi
Fabio Lombardi is the Associate Director at Betterhomes, and specialises in properties in Palm Jumeirah and Dubai Marina. He holds a Masters degree in Economy of Tourism from the University Bocconi in Milan and has lived in England and Switzerland before moving to Dubai in 2003. Since his advent into the Dubai real estate market and joining the BetterHomes family, he has become a top performer and showcased commendable dedication year after year.
Fabio is the second runner-up of the Agent of the Year award (enterprise) at the 2022 Bayut dubizzle Stronger Together Awards. His professionalism, attention to detail and remarkable customer service skills have made him a favourite amongst property seekers in Dubai.
About Betterhomes
Betterhomes is one of the oldest leading realtors in Dubai, having one of the largest selections of residential and commercial properties for sale and lease in Dubai. Since its establishment in 1986, they have strived to offer top-notch services to their clientele. Their team of professionals ensure that property buyers, sellers, and tenants’ needs are well met, owing to their knowledge of the industry and their customer service skills.