You must have passion for your work, your people, your tenants and your clients’ investments to create a desirable customer
experience and welcoming environment. People remember how
you make them feel, and your passion and storytelling can make
a huge impact on people’s impressions.
UNDERSTAND YOUR CUSTOMER
We expect our teams to know their tenants and what is important to them. This communicates that we are invested in our
tenants’ comfort and experience, and it provides insight for us to
truly make a difference.
Providing quality customer experiences extends far beyond
daily operations and requires cultivating meaningful relationships with tenants. Every tenant mix demands a unique experience based on their needs and preferences, such as responsiveness to requests, level of security, convenience of amenities,
available property technology and sense of community and social interaction.
Technology, such as data from a tenant portal or mobile
app, can also help teams gather insights and develop intelligent
tenant satisfaction strategies. Active solicitation of feedback
through structured surveys allows owners and managers to
objectively measure tenant experiences; identify areas for improvement; and tie improvement plans to operational KPIs and
goals that increase portfolio occupancy, enhance competitive
positioning, compare personnel performance, prioritize capital
expenditures, and improve tenant retention.
Digital tools can improve the tenant experience with multiple communication touchpoints, speed of service delivery, and
customized customer experiences. Property enhancements such
as a website, tenant portal or mobile app are solutions for communicating with tenants. Knowing your tenants and how they
communicate and want to be communicated with helps property managers deliver the right solutions for a seamless tenant
BUILD A CULTURE FROM WITHIN
According to McKinsey & Company, many companies overlook
the need to transform their internal constituents, especially their
support functions, into excellent customer service operations.
Companies must understand and measure employee needs and
drivers of satisfaction as part of their external customer-centric
transformation. Every leading customer experience company
has motivated employees who embody the customer and brand
promise in their interactions with consumers and are empowered to do the right thing.
When hiring, we’re always looking for people who understand customer service and the importance of creating an experience. If a person has no financial or property management ex-
ALONG WITH CONVENIENCE
AND THEMED AMBIANCE, WILL
BECOME KEY DIFFERENTIATORS
OF PROPERTIES AND REAL
ESTATE BRANDS THAT
OTHERWISE OFFER THE SAME
PRODUCTS AND SERVICES AS