Engel & Völkers: Hello Mr. Conti, recently you received a very detailed letter of thanks from the Fiano family. Do you experience such gestures more often?
E.C.: Yes, it's not the first time that this happens. I try to build strong relations with everybody but sometimes there is also a similarity of ideas and life experience that helps connecting with some of my customers. That's exactly what happened with the Fiano's: since the beginning it was more like a friendship than a working relation.
E&V: In their letter of thanks, the Fiano family describes the feeling when they visited their new home for the first time: "We entered the apartment, [...] Emiliano invited us to sit on the sofa and we immediately felt at home.
When do you as a real estate agent know that a property is right for the client?
E.C.: My approach is very structured and the very first step with any client is a long and very deep conversation. The first question that I ask is always: tell me about yourself. The "secret" is to truly listen to what they say and understand who you have in front of you, what they like and what they dislike. If you figure out what they love, how they imagine their home, the deal is almost done.
E&V: In the case of the Fianos, you faced certain challenges. The family had lived abroad for a long time and therefore had only little local knowledge. Moreover, Mrs. Fiano was pregnant at that time, so the search for a new home was under time pressure.
How did this affect the property search?
E.C.: My main focus was to find a place similar to their last experience in another country, a quiet place, full of sun and water. The Giudecca island came to my mind almost immediately. It happens that I had this client, an English owner for whom I had sold one of his houses the year before, who had another house in Giudecca with direct lagoon views.
I called him to take the contract of sales with the Fiano's family in mind. It was not easy to get the contract but at the end I succeeded. I remember calling the Fiano's saying "guys, I found your home!" At the beginning they were not excited to buy something "so far" from the center, but when I brought them there I saw it in their eyes that I was right.