Customer Service | Building Engines
Building Engines Blog | Customer Service
It’s a pretty safe bet that every company, regardless of what they sell, makes extravagant claims of the customer service they offer. “Best in the business” is a claim we have all heard, or made. “We deliver crappy customer service,” said no salesperson ever!
Great service is the lifeblood of any business. You can sell anything to anyone once, but unless you support those sales with stellar customer service, that sale won’t stick around for long – and you certainly won’t be able to sell that customer anything else.
Congratulations! You’ve decided to implement a brand new property management system. After carefully reviewing numerous operations service providers and applications, license agreements have been signed; tenant and equipment data has been collected; and you’ve set a target date for your tenant launch. The next (and most critical) step in the deployment process is to prepare and train your property management staff – the ones who will be using the system on a daily basis.
Property Managers, Coordinators, and Engineers: It’s no secret that your time is always in demand, and your tenants expect quick, well-informed responses on a variety of questions and concerns. But sometimes those responses hinge on a third party – more specifically, your property management software provider.
The principals of customer service are certainly not revolutionary, but although they are simple in theory, they require significant organizational commitment. And when applied properly, they have proven to be a clear differentiator for many businesses.
There’s no magic formula for conducting the perfect evaluation of a property management system, but I can tell you there’s one surefire way to send it to an early grave: Requests for Proposals, or RFPs.
When evaluating service providers, property owners and managers often want to know what a company’s development plans are and how they reach their decisions. Unfortunately, it’s not always easy to distinguish between the thought leaders and the average joes, so we wanted to share our “10 Commandments of Product Development Planning,” gleaned from over 12 years of best practice pursuit.
We all also have our own personal experiences with service, both good and bad. My favorite great service stories are those examples of a commitment to service that happen behind the scenes – not promoted, and just ingrained into either a person’s character or a company culture.
Customer surveys can also work in the building management industry, and give managers valuable insight into long-term solutions that can greatly improve relationships with tenants.
In our first ever “Best-Of” webinar, we are sharing hand-picked insights from our Real Estate Operations Masters webinar series on ways to use technology and mobile capabilities to optimize service.
Social media can provide building managers with feedback from tenants, visitors and vendors in real time. The public forum lets positive interactions be shared to create a more cohesive relationship between maintenance staff and building occupants. Showing some commitment to building a friendlier working relationship with tenants could make it easier to gain access to offices for repairs, cleanings or other work. This makes the building environment more enjoyable for all parties and helps reduce turnover.
A two-story office building in Bradenton, Florida, sat empty for five years after construction was completed, according to the Bradenton Herald. Five. Long. Years. The national recession and lack of business lending by local banks kept a number of companies from moving into the facility. Every office complex will deal with its share of vacancies, which can hurt the property’s value and make it difficult to stay ahead of expenses. Certain tools can help to not only rent offices but also keep tenants satisfied so that turnover is reduced. Lots of apple turnover, good. Lots of tenant turnover, bad.
Building Engines announced over the weekend their plans to launch BuildingConnect, an affordable, fully branded, and easy to maintain website solution for commercial property owners and managers. Offering attractive design themes complemented by powerful search, communication and management tools, BuildingConnect will allow individual properties to manage their brand, showcase their amenities and service, and drive tenant engagement.
Sure, you may have poise, grace and beauty, but does your building have have what really matters (note: looking good in a bikini does not make the list)? Does it have what it takes to join the stage of the top performers in operations and management?
Building Engines announced the strongest year of growth in its eleven year history- including double digit revenue growth over 2011. The company attributes the success of 2012 to a continued and enhanced commitment to customer service and support, significant product innovation delivered throughout the year and a surge in commercial real estate operators looking to technology to improve tenant service and building operations.