Meet the team: Emma Veen

For WB Customer Experience Manager Emma Veen, passion is everything. Starting out as Service Co-ordinator 7 years ago, Emma’s love for the business and helping clients through the building journey with ease has seen her rise through the ranks at Webb & Brown-Neaves, where she can share share her wealth of knowledge about the building journey to deliver clients their ultimate lifestyle and ensure they have fun along the way.

“I started at WB as our Service Co-ordinator, looking after our clients once they have settled into their new homes and assisting with any queries they may have, as well as facilitating twelve-month warranty inspections and works,” Emma said.

“My career progression has led me to my current role as Customer Experience Manager, and given me the knowledge of what our clients can expect before, during, and after their building journey with us.”

Leading the WB Customer Experience Team, Emma ensures the business is constantly striving to exceed customer expectations. “It’s imperative that I’m acting immediately on feedback or requests to provide the best experience possible for our clients, while celebrating our exceptional staff in their successes and learning from any opportunity to improve,” she said.

“By supporting my team, as well as liaising with all of our departments, I ensure that we are making decisions as a business which are in the best interests of our clients.”

Throughout Emma’s time at Webb & Brown-Neaves, she has seen a big shift in the industry around clients and their building experiences. It is no longer just about producing a beautiful home at the end. The customer experience throughout the whole journey has to be exceptional for our clients in order to deliver a successful build and for the ongoing strength and reputation of Webb & Brown-Neaves.

“There has been a significant shift from simply providing good customer service, toward providing an exceptional customer experience from concept to completion, focusing on every step of the journey exceeding clients’ expectations, while delivering a personal experience tailored to them,” she said.

“WB has always been renowned for their quality and craftsmanship, so we are lucky in this regard as we know we excel in this area.”

Fondly remembering her first interview for Webb & Brown-Neaves, Emma loves her role and her team, and wholeheartedly believes in the company and the team’s ability to deliver exceptional services and homes.

“I will never forget how excited I was at the prospect of working for such a prestigious brand when walking through the doors for my first interview at WB,” she said. “I love working with the passionate and talented team we have, and I love helping our clients realise their dreams and seeing their vision comes to life.”

“It is such a privilege to work for a company with such a long-standing reputation and heritage within the industry and I am so proud to work for WB.”

Having worked with clients since the beginning of her career, Emma believes it is her passion that has helped her the most in her career journey.

“What has led me to where I am in my career and drives me each and every day is my passion for our brand and our customers,” she said. “I am passionate about our clients loving not only their home, but loving the journey in getting there, every step of the way. I am passionate about maintaining the longstanding reputation of our brand and its ongoing success and I am passionate about the success of my team, celebrating their successes and supporting them in their own professional growth and career progression.”

For Emma, the best part of her role is the clients. She has helped countless clients build their dream home, being there with them every step of the way.

“I’ve had clients building their forever home on a longstanding, family-owned block, where their lifelong dream finally becomes a reality and others who may have just arrived in our city from another part of the world, and are cementing Perth as their new home. Then there are clients who are experienced and are building their second, third, and once even seventh WB home!”

“Every customer’s journey is so different. I love seeing the homes we build forming an integral part of our clients’ lives and enhancing their lifestyles.”

Emma’s top tips for your building journey:

1. Inspiration boards! Gather as much inspiration as you can, utilising technology such as Instagram and Pinterest as well as sources such as magazines and your favourite WB Display Homes. The more information and imagery you can give us on what you love, the better we can help bring your vision to life.

2. Budget – whether we like it or not, we all have a budget to work within. Be open and honest with us about your budget, so that we can help you to achieve your vision within your parameters. This will help us to set realistic expectations for you, and to assist in what selections are must-haves vs. ‘maybes.’ 3. Ask a lot of questions, we’re here to help! While we do everything we can to make the journey as transparent as possible, we understand the amount of information and paperwork can be overwhelming. If you’re unsure, it’s always best to ask the question, as WB endeavour to ensure that we are working as a team with our clients and are always on the same page.

4. Have fun! This is an exciting achievement in your life, so enjoy the journey and leave all the stress to us.

This blog post is the intellectual property of Webb & Brown-Neaves and is being used on this site solely as a representation of my work.