Tenant satisfaction is all about how quickly you answer their service requests and the quality of the property management experience that you provide.

In building management there is no problem more pressing than the one occurring at that instant. Every tenant feels that the smallest hiccup to their operations will dramatically impact their performance. As soon as maintenance finished one service request, they are onto another one.

Having a flexible and agile staff is imperative to maintaining high levels of satisfaction among tenants. When occupants feel that their concerns are addressed in a quick and professional manner, they are less likely to seek facilities elsewhere. However, bouncing from one request to the next can often mean that preventive maintenance tasks get put on the back burner.

Successful building managers know that they need to strike a balance between being responsive to customer needs and completing required work in other parts of their facilities. Fortunately, technology is helping companies improve staff performance. Building management software allows managers to automate procedures and control the flow of information to workers. This means that one or two employees can be dedicated to doing preventive tasks while others take care of any situations that impact occupants’ businesses. The division of labor lets organizations  address each area and see better results in the long run. The more time that is devoted to proactive maintenance work, the fewer problems that tenants will experience.

Engaging staff to provide better services
Even with technology, building managers still need effective strategies that lower response times and increase staff member flexibility. PandoDaily reports that when companies focus on safety, they often see benefits in other areas. The source notes that a culture of safety encourages collaboration, cooperation and innovation, which are also essential to building an agile work culture. Empowering employees to take the necessary steps to reduce risks also motivates them to spot areas where services can be improved.

In addition to engaging workers, a key aspect of creating a flexible and responsive staff is removing the obstacles that prevent employees from working effectively. When making a service call, maintenance crews need to have access to all the information they need to complete their work in the palm of their hand (yes, this means mobile!). Having tools that provide the service and equipment history helps them quickly identify the problem and move onto the next issue faster.