Behind the Berkeley Experience: Trust and Client Relations with Robert Macias, Head Of International Client Relations – Berkeley Capital
At Berkeley Group, Customer Care is Our Heartbeat Customer service at Berkeley Group isn't just a priority—it’s the essence of what drives us. We are proud to introduce Robert Macias, our Head of Customer Relations, who brings a unique perspective shaped by an unexpected journey from the football field to the real estate industry. With over ten years at Kent Estate Agencies and a commitment rooted in family values, Robert embodies our philosophy of trust, adaptability, and genuine care. We had the pleasure of speaking with Robert to delve into his story and learn how his diverse experiences have contributed to Berkeley Group’s dedication to going above and beyond in every client interaction. Join us as we explore Robert’s insights on global real estate investments and discover the passion that fuels his unwavering commitment to building meaningful, long-lasting relationships. A Conversation with Robert Macias Welcome, Robert, and thank you for joining us for these quick 10 questions! 1. Can you share your journey with Berkeley Group and tell us about your role? I joined Berkeley Group in 2012 as a Customer Relations Manager, bringing not just a passion for the property industry but also skills in leadership and teamwork from my time in both real estate and coaching. Before joining Berkeley, I spent over a decade at Kent Estate Agencies and began my career as a football coach. While the transition may seem unconventional, both roles taught me the importance of strategy, patience, and adaptability—qualities that are just as crucial in real estate. In 2017, I stepped into the role of Head of Customer Relations, where I’ve focused on ensuring our developments meet the highest standards and every client's experience with Berkeley Group is more than just a transaction—it’s transformative. I strive to ensure that clients feel they are entering into a supportive relationship with us, every step of the way. 2. How has your experience as a football coach influenced your approach to customer service? Coaching instilled in me a deep sense of empathy and foresight, which have proven invaluable in real estate. Just like on the field, it’s about anticipating needs, navigating challenges, and keeping everyone aligned toward a shared goal. In customer service, those same principles apply; whether I’m working with clients or coordinating with developers, I lead with purpose and aim to keep communication clear and focused on delivering the best possible outcomes. Both coaching and customer service center around building trust and delivering results. My approach, whether on the field or in the meeting room, is always grounded in understanding and addressing each individual’s unique needs. 3. Berkeley Group is known for its customer-first approach. How do you ensure this is evident in every interaction? It all starts with listening. Understanding each client’s needs from the very first conversation is crucial. Whether it’s providing timely updates, coordinating across time zones, or answering questions about legal processes, we make sure clients feel supported every step of the way. Our commitment doesn’t end with the sale. We build long-term relationships that extend far beyond handing over the keys. It’s about being there for our clients, always. 4. How do you tailor your services to meet the unique needs of International buyers? International buyers face specific challenges, from navigating different legal systems to coordinating logistics across time zones. We recognize these challenges and address them by offering resources like detailed virtual tours and partnerships with trusted mortgage brokers and legal experts, ensuring our clients have everything they need to make informed decisions. We’re committed to providing a seamless experience, no matter where our clients are in the world. 5. Can you walk us through the typical journey for an buyer purchasing a property from Berkeley Group? It often starts with an introduction—either directly or through one of our agents. From there, we spend time understanding the buyer’s goals and preferences, so we can guide them to the right development. We help them navigate the legal and financial processes, providing regular updates throughout construction. For clients who can’t visit the site in person, we offer virtual tours, and we’re always available to answer any questions. When it’s time to hand over the keys, we ensure the transition is as smooth as possible, regardless of distance. 6. What ongoing support does Berkeley Group offer after the purchase? Our service doesn’t end with the sale. We provide a two-year warranty on new homes, followed by an eight-year warranty from a third party. Every buyer is assigned a dedicated customer care manager, who is their go-to person for any post-purchase concerns. We’re committed to addressing any issues quickly and ensuring peace of mind throughout the entire ownership journey. 7. How important is it to maintain relationships with buyers after the sale? It’s essential. Many of our clients become repeat buyers or recommend us to friends and family. By maintaining strong relationships, we build trust that lasts. For international buyers especially, that long-term relationship is crucial—they want to know that we’re here for them, not just during the sale, but for years to come. 8. What has been the most rewarding part of working with clients? It’s definitely the relationships we build. Many of our clients trust us implicitly, and helping them find the right property, sometimes across continents, is incredibly fulfilling. Some have gone on to invest in multiple properties with us, which speaks volumes about the trust they place in Berkeley Group. 9. How do you see Berkeley Group’s customer service evolving in the next few years? Technology will play a bigger role, but the personal touch will always remain at the heart of what we do. We’re excited about new virtual tools, like immersive virtual reality tours, that can enhance the client experience. However, it’s the human connection that sets Berkeley apart, and that will never change. 10. What advice would you give to international buyers considering a Berkeley Group property for the first time? My advice would be to get in early, especially during the initial phases of a development. Berkeley Group is known for delivering quality, and early buyers often benefit from significant capital growth. Trust the process, trust the brand, and know that you’re in excellent hands. Looking Forward with Berkeley Group Robert’s journey reflects Berkeley Group’s dedication to exceptional service, where clients become part of a family rather than just making a property purchase. From the football field to leading customer relations, his path embodies our ethos of building trust, exceeding expectations, and nurturing lasting connections across the globe.
Nov 21, 2024
In Conversation with the Elite: Khun Tuk’s Journey from Bangkok Baker to London Property Expert
At Berkeley Group, we take immense pride in our Premier Club — an esteemed cohort of our most distinguished agents, celebrated for their unwavering excellence and leadership in the real estate industry.
Sep 11, 2024
In Conversation with the Elite: Doris Tan’s Journey from Banking to Becoming a London Real Estate Veteran
At Berkeley Group, we take immense pride in our Premier Club — an esteemed cohort of our most distinguished agents, celebrated for their unwavering excellence and leadership in the real estate industry. Today, we are honored to introduce Doris Tan, affectionately known as the "Queen of London Properties" within the Singapore overseas property market. With a distinguished career spanning over three decades, Doris has navigated the realms of banking and real estate, establishing herself as a leading agent in international property expertise. Join us as we explore insights on global investments and uncover the motivations driving unparalleled passion for real estate. Welcome, Doris and thank you for doing these quick 10 questions with us! Before jumping into the 10 questions, tell us about yourself: I'm a proud mother of three successful boys who studied in the UK. My career in the real estate industry began in the '70s when I lived and worked in London. After returning to Singapore in the '80s, I joined Lloyds Bank and Hill Samuel. At Hill Samuel, I held the position of director, overseeing the provision of mortgages to high-net-worth individuals purchasing properties in seven countries: New York, London, Australia, New Zealand, Canada, Hong Kong, and Malaysia. In 1995, I was made head of international property sales at Hill Samuel, a role that allowed me to fully utilize my expertise and passion for international real estate investment. As a banker, I could structure loans and advise on tax matters, which made me a market leader in this area of business, instilling confidence in my clients and colleagues. In 1998, the Asian Financial Crisis hit Asia, and the bank had to refocus on its key business, banking; therefore, the property arm was closed overnight. During this period, I had the opportunity to consider running my own agency, and I gave up private banking to be my own boss. DST International Property Services was founded in 1999. During this period, I successfully sold many properties, especially in London, and was even referred to by many investors as the “Queen of London Properties.” DST had a good run from 1999 until 2011, when JLL purchased my company. I was retained by JLL for four years, helping them grow the business. In 2016, I left JLL to join another consultancy firm before leaving in 2019. In 2019, I joined Benhams and Reeves Singapore, where I have been leading the international property sales department ever since. 1. What sparked your interest in international property? My interest in international property was sparked during my time in London in the '70s when I provided mortgages for London properties. This experience ignited my curiosity about London properties. Upon my return to Singapore and my role at Hill Samuel, where we provided mortgages to seven countries, my passion for international property was further fueled. 2. What keeps you motivated after 30 years in the industry? International properties allow me to learn about the various taxes involved in buying properties in different countries. My main objectives and motivations are the diversity of clientele and understanding their needs and goals. 3. Why did you transition from banking to property, and how has it affected your career? Banking gave me the basics of learning how to make money for high-net-worth individuals, and property is one of the products for capital gains and preservation of wealth, which is a natural progression from private banking. 4. What advice do you have for new property investors? For new investors, the basic rule is to buy within your means. Understanding that property is the only product the bank can lend against, leveraging at a good age to build your portfolio is key. Another important rule is to buy well, meaning an exit plan must exist. 5. How does being a part of the Berkeley Premier Club feel? I feel very honored and a sense of achievement to be recognized. 6. What are some of your favorite Berkeley Group development, and why? Over the years, I have represented Berkeley in many of their projects. The following are my favorites: a. 375 Kensington High Street Located along Kensington High Street, although not on the main thoroughfare, this project was among the first to offer state-of-the-art facilities and amenities. During the initial launch, properties included a parking space, making it very attractive to buyers. b. Chelsea Bridge Wharf This development features a beautifully designed landscape, close to Battersea Park. It is situated across the River Thames from the heart of Chelsea, adding to its appeal. c. Corniche Designed by renowned architect Norman Foster, this development stands out with its creative design, curved units, and balconies offering views of the Houses of Parliament. d. Riverlight Another stunning development along the River Thames, Riverlight offers sweeping views of both the East and West riverbanks. Designed by renowned architect Richard Rogers, this project has been both successful and well-priced. e. White City Living White City excels in connectivity, being close to three major tube stations and adjacent to Westfield Shopping Mall. The landscaping of the entire gardens and setting creates a sense of space and openness that is second to none. f. Oval Village Close to Zone 1 Central London, this site has been transformed into a lively place to live, making it another successful project by Berkeley. g. Silkstream This development is priced well for its location and will be stunning once completed. The inclusion of a 24-hour Sainsbury's below the development adds convenience, and its location along Hendon High Street provides easy access to Central London via Edgware Road. h. Bow Green With its excellent location and design, Bow Green offers a more accessible alternative to White City in the East. It is an excellent investment opportunity. 7. Can you share a standout success story from your client portfolio? In the early days, our clients could sell before completion and assign their contracts, which made hefty gains. Most of the projects from Berkeley Group allowed them to make good profits from their purchases. Riverlight is one good example where my client purchased a two-bed property and sold it at a hefty profit before completion to one of the Saudi princesses. 8. What factors make London a prime investment destination? London remains a world-class city and a haven for investors. It is also known for its education and is one of the world's major financial centers. Additionally, there is no language barrier, and the legal system is similar to that in Singapore, making investment in London easy. 9. Why does London remain resilient despite economic challenges? London remains resilient because it is a diverse society with inhabitants from all over the world. Whenever there is uncertainty, London benefits as people tend to invest or park their funds in stable investment instruments like property in London, which can give approximately 5% gross rental yield. 10. What opportunities do you see for those seeking to expand their investment horizons, and how can one start? For new investors, one should look at some well-priced projects in London. The horizon may be longer based on the current world situation and interest rate hikes. They should consider longer completion projects in good locations, and the amount depends on their risk profile and investible amounts. One objective is to beat inflation in today’s market, and it is always good to stay invested with bank borrowings and leveraging. . As we wrap up our conversation, we're left inspired by Doris's wealth of knowledge and passion for international property. Her career and guidance mark her as a leader in the field. Whether you seek portfolio diversification or international ventures, Doris from B&R Singapore stands ready to assist. 📌You can reach Benham and Reeves Singapore through their website here. Stay tune for our next conversation with our Berkeley Premier Club Agent from Thailand.
Jun 24, 2024
White City Living – Elevating the Style of Living in London
There’s a reason so many high-net-worth individuals the world over choose to purchase real estate in London. Whether you’re buying property to take advantage of the capital’s impressive rental yields, need a comfortable yet stylish home in the city when on business or want a safe and convenient place for your child to live when studying at one of the UK’s best universities – whatever your reason, purchasing one of the many prime real estate options available in London could be a lucrative decision. And if you are in the market to invest in real estate in the capital, then you’re in luck, because one of West London’s brightest new neighbourhoods is ripe for the picking. Allow us to introduce you to the “what, where, why and how” of White City Living – the latest luxury development that’s elevating the style of living in London.
Nov 27, 2023
Property investment in London: A Guide to West Ham
Buyers have plenty of choices where it concerns property investment in London. With so many excellent residential areas from which to choose, it proves helpful to have a handy guide to neighbourhoods such as the ever-popular West Ham in East London. Situated in the London borough of Newham, TwelveTrees Park gives buyers and investors excellent access to top educational institutions, bustling shopping destinations, great travel infrastructure, and more. Discover why West Ham is an ideal location for buying and investing in London below.
Nov 27, 2023
Berkeley Group: Best of British Fair
Berkeley Group MEA & India, is proud to have been a partner of the British Business Group Dubai and Northern Emirates (BBG) for the annual BEST OF BRITISH FAIR on the Royal Lawns at the British Embassy in Dubai last month. We showcased a collection of handpicked UK investment opportunities to a very savvy crowd and met up with some of our key business partners at this celebration of all things British.
Nov 27, 2023