You’re about to meet with one of your commercial tenants.
They’ve been with you for a while now, and through ups and downs you’ve been generally confident in their level of satisfaction. Sure, there were occasional problems with service request performance you were aware of, and they’ve had a couple of issues related to building amenities and equipment failure over the course of their lease, but that’s to be expected, right?
They’re not planning to leave… are they?
You decide to prepare for the upcoming conversation. You’ve got notes written down somewhere from the last time you met. As you hunt for that notebook in your drawer you realize you really should organize your desk sometime.
You ask your tenant coordinator and some building engineers if they can recall problems with any recent work orders. Someone thinks they remember a recent service request where the tenant wasn’t entirely happy with the bill they received, but the details of which are a bit vague.
You also remember that one of your management colleagues recently caught up with this point of contact in an elevator recently – what did they say?
If you have time later, you’ll dig up their contract to find out exactly when the lease is up… if you remember to do so.
Pretty soon, you realize you’re no better than when you started. You’re walking in blind to this meeting.
An alternative reality.
Imagine that same scenario, again, from the beginning.
Only, this time, your team uses a unified platform to track all issues, work orders, and feedback for tenants on your properties. All information about this account is available in your pocket from the convenience of your smartphone, because you’ve got access to your property management platform on mobile.
You open the app, and quickly see:
Tenant Contact Info (and Profile Photos) – at a glance you’re reminded which tenant point of contact you need to speak with, and a photo to remind you what they look like.
Tenant Satisfaction Levels – your tenant has been sent a one-click service satisfaction poll after every single work order in the past, giving you a snapshot of how happy they’ve been over time, and how happy they are today.
Work Order Details – past work orders that have been submitted are tracked in this app, with performance benchmarks to indicate how many were completed too slowly, and which were within acceptable standards.
Certificates of Insurance – you see that your tenant is up-to-date with their COI requirements.
Leases – lease information is available at the press of a button, showing you that it’s time to have the conversation about what their plans will be.
Notes, Photos and Videos – your notes from the last meeting are stored within their account file, keeping you up-to-date.
This is night and day from the original scenario.
With the right operational insight available in the palm of your hand, you’re better prepared for this conversation. You know what issues they may bring up, as well as a historical view of how your team has delivered in the past.
When information lives in a single place, gathered from all corners of a property and its team, it’s easy to look up the right information to prepare for tenant meetings.
You’re better informed with on-the-go access to critical building insights, and most importantly, you’re ready for this meeting. Bring it on.
As you consider what tools you need to keep tenants happy, and keep owners informed, consider mobile CRE technology. Read 5 Real Benefits of Using Mobile in CRE Building Operations, and learn how CRE organizations are improving efficiency, visibility, and performance, today.