advantages. Storytelling and emotive experiences, 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 their competitors. It is imperative
that property managers align themselves with clients’ goals and
objectives, understand tenants’ needs, and build a customer-centric culture within their teams to create a cohesive tenant experience and enhance the value of their clients’ investments.
Paul Klink is executive managing director of investor services at
Cushman & Wakefield, AMO, in Irvine, Calif.
perience yet has demonstrated a knowledge of customer service,
they have a strong foundation for this business and can learn the
Taking the time to invest in talent and mentor teams on best
practices ensures the culture of customer service is truly instilled
in every team member.
We constantly discuss tenant engagement strategies and provide feedback to improve our activities and tenant relationships.
If we do not invest in our teams, we see the impact on performance and quality of the experience we provide for tenants.
As the experience economy continues to evolve, real estate
owners and operators must think differently about competitive
AND THE IMPORTANCE
OF CREATING AN