Luxury Property Industry Leaders In Conversation with Barry Millar (Verve Concepts)
Priya Rawal, Founder and CEO of The Luxury Property Forum sits down with Industry Leader:
Barry Millar, Co-Founder and Managing Director of Verve Concepts
Barry, we are thrilled to have you as a member of The Luxury Property Forum. Could you start by giving us a brief description of Verve Concepts?
Established in 2012, Verve is a design-led construction company operating within prime central London and the home counties. The Verve team has managed and delivered over 50 award-winning developments, high-end residential remodels, interior builds and complex heritage refurbishment projects
And Barry, what inspired you to start the company?
I have always been very entrepreneurial, and combining that with my passion for property has been a very enjoyable journey from the initial start-up to the company to where we are today. My business background working in financial markets meant I developed strong skills in understanding and interpreting clients’ needs, which is essential to meet their expectations. This is the centre of our business ethos at Verve Concepts.
I completed several personal projects before setting up Verve and I was astounded by the lack of service and care given by main contractors who put their requirements first and foremost. It was with a ‘client first’ approach that I had a vision for changing the market by putting customers at the centre of our business model.
Completely and in this business the client is paramount. So, what would you say sets you as an industry leader and Verve apart from others in the luxury property sector?
We understand the client’s needs and the detail and level of service required for super-prime residential projects. We have developed a best-in-class business where the ‘customer experience’ is unparalleled - clients enjoy an exceptional level of service and first-class product. We also care for them throughout the process to ensure their needs and concerns are met.
We aim always to pre-empt any issues and collaborate with design and project management teams to offer the best cost-effective solutions.
It is classic for contractors to pass problems to the customer and design team and step back from responsibility. At Verve, we are always focused on solutions and aim to overcome any issues as succinctly as possible.
As with all businesses, communication is key, and this is certainly a major focus at Verve to ensure client satisfaction is always at the forefront of our day-to-day operations.
Agreed, communication is key. And Barry, what does a typical working day look like to you?
There is no such thing as a typical day… you must be flexible and ready to adapt depending on the needs of clients and design teams.
However, I am in daily contact with our senior management team and always make time to speak to each of our project teams so that I am up to date on how work is progressing across the various projects.
I also really enjoy meeting clients, design teams and other business professionals to keep up to date on the latest developments and industry news. On the business development side, there are often networking events to attend.
Work/life balance is also important, and one of the highlights is taking my daughter to and from school three times per week.
And all great businesses and leaders face challenges. So what are some of the greatest challenges you have faced so far?
One of the biggest challenges has been building our team, including subcontractors, to ensure we all share the same mindset and deliver the approach that was the catalyst for establishing Verve. Thinking proactively and creatively to help design teams, anticipating issues and problems that might arise, and leading projects to help deliver the expectations of our clients and their teams are all challenges we continue to face.
We never rest on our laurels and are always open to new ideas and finding more efficient ways of doing things – implementing new procedures, working practices, systems, and software to help us be more effective and provide better customer service.
It’s all about evolving and adapting. And what are some of the highlights you have experienced since starting Verve?
Seeing the business and the brand grow and receiving exceptionally positive client feedback.
Placing the customer at the heart of the business and cultivating regular and positive interaction with them has not only made our business stronger and more adaptable but also created an enjoyable environment in which to work. In turn, this culture has made retaining and recruiting new staff easier.
Who inspires you?
I have been fortunate enough to work with many great business leaders and have always learnt something from them. Historically, working in financial markets and having clients who managed some of the largest companies in the world was a terrific opportunity to see and experience how they approached different challenges.
I have been lucky to be mentored by my father, who also had a very successful career in property development, growing a small property company into a nationwide housebuilder.
Amazing. And what advice do you have for people looking to become an industry leader in luxury property?
Confront challenges, push boundaries, and look for new ways to do things. Do not accept that what was done in the past is still the best way to do things.
Our general mantra at Verve is to always do everything to the best of our ability and not accept anything less, which we call “The Verve Way”. To become an industry leader, you must lead by example without compromising on high quality and client satisfaction, take risks with new ideas and always underpromise but over-deliver! Pushing boundaries and going above and beyond to keep clients happy is one of the biggest challenges in leadership.
Excellent advice! In an ideal world, what does the future hold for you and your business?
Continued organic growth and working on more super prime projects with a new network of clients and design teams. We would like to take on more and larger projects in and around London and the home counties. So more of the same really!
We also strive to deliver a best-in-class team, from management to front-line site personnel. That means sustained investment in training and seeking continual improvement in processes, systems, and communication skills to ensure we consistently exceed client expectations.
Well Barry thank you so much for your time today. And finally what does “luxury” mean to you?
We often think of luxury in terms of the end product – the high-quality finishes and fittings – but luxury also refers to the lifestyle that our projects enable. Our work allows people to do things and live in and enjoy their properties in a way they have not been able to do before. For a client to feel they have a luxury product, the sales and service proposition must be aligned. Luxury is not only about what has been delivered but also about how the customer has been made to feel during the whole experience.
GET IN TOUCH
Highway Farm, Horsley Road, Cobham, Surrey, KT11 3JZ
+44 (0) 1932 866 204
email enquiries@verveconcepts.co.uk