Revolutionary Changes in Customer Service for the Commercial Real Estate Industry

What is your ‘service philosophy’? How do you view your tenants? As guests? Do you treat Brokers as Clients? What is your relationship with your Vendors? Does it even resemble a Partnership? In today’s challenging market where building owners and managers are competing for new customers and struggling to hold onto those they have, building managers and owners have a newfound devotion to the customer, based on a blinding flash of the obvious: Satisfied customers are a company’s most precious resource. Tenants or Guests not only looks at who your customers are and how they should be treated, it addresses the paradoxical need to provide more service to an increasingly sophisticated customer, while dealing with the corporate issue of budgetary constraints in a challenging market.The program is not a short-term tactic employed to ride out current market conditions. It is a top-down, and bottom-up training program based on a collaborative effort, practiced by every member of the organization, every day, and focuses on the importance of developing a foundation of commitment to excellence, then perfecting and implementing a service-oriented approach to customer retention throughout the portfolio, regardless of where the service is delivered, or by whom.

The goals of Tenants or Guests are numerous, but the key objective is to implement a service culture so embedded in principles of excellence as to encourage existing clients to seek out and request only those properties that are owned and/or operated by your organization, attract new customers, and develop a reputation that induces existing and prospective customers to do business with you in the future.

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