IMPROVING REVENUE AND INCREASING VALUE THROUGH SERVICE EXCELLENCE

For the past two decades, business strategy, process change and software applications have been targeted almost exclusively at streamlining operations and reducing cost as a way to improve net operating income. Today, there is an increased focus on customer service in the commercial real estate industry as owners, developers and managers come to the realization that (a) the customer, not the property, is the most valuable asset, and (b) through satisfied and loyal customers, vacancy rates are reduced, corporate image is improved, additional revenue is generated and funds from operation are increased.

Building customer value and increasing customer loyalty has become increasingly difficult in today's competitive environment. Customers are more sophisticated, more demanding and harder to satisfy and providers are feeling the pressure on their profit margins as they face new and increased levels of competition. Leadership in Service Delivery examines the cost of poor service and provides a practical and viable framework from which owners and managers can achieve the paradoxical challenge of providing customers with value-added services while improving earnings.

Our program presents the skills and systems for developing new ways to drive revenue, control costs and enhance customer service. Customer service is the final test. You can get everything else right in terms of product, price and marketing, but unless you complete the process with excellent customer service, you run the risk of losing market share and ultimately experiencing diminished returns.

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