In the commercial real estate industry, great customer service is contingent upon understanding tenant needs and having strategies in place to meet and exceed expectations. In an uncertain economy where tenant retention is particularly crucial, anticipating these needs is more important than ever.
Five experts in real estate, architecture and customer service will explore the evolving needs of commercial real estate tenants as part of the 2013 Every Building Conference & Expo, presented by the Building Owners and Managers Association International and BUILDINGS, at 9 a.m. Monday at the San Diego Convention Center.
During the highly anticipated Monday general session, “The Tenant is King: What Office Tenants Want and How to Wow Them,” panelists will discuss the future of the work space and the customer service challenges and opportunities it presents. Hear findings from new global research on tenant needs conducted by BOMA International and Kingsley Associates, learn about tenant attitudes toward sustainability and green practices, and explore the importance of customer service strategies to attract and retain tenants.
The panel will be moderated by Gensler’s Robert A. Peck, Hon. AIA, director of workplace consulting for the Southeast region. Panelists will include:
*Peter Merrett, national head of customer service, Jones Lang LaSalle (Sydney, Australia)
*Phil Mobley, vice president, Kingsley Associates (Atlanta)
*David L. Pogue, LEED AP, global director of corporate social responsibility, CBRE (San Jose)
*Derek Williams, chief executive, The WOW! Awards (London)
“New telecommuting technologies, increased demand for collaborative work spaces and global markets that require nontraditional hours of operation have reshaped the modern workplace,” said BOMA International Chair Joe Markling, managing director of strategic accounts with CBRE.
“Tenants expect buildings to evolve with them by providing the latest services, amenities and office layout options. It is crucial for building owners and managers to anticipate tenants’ evolving needs to ensure a continued high level of customer service,” Markling said. “This timely panel discussion will provide valuable insight into the latest trends in the workplace and how the commercial real estate industry can keep pace with this evolution.”
Just befor the panel discussion, BOMA International President and Chief Operating Officer Henry Chamberlain, APR, FASAE, CAE, will present the 2013 State of the Industry address. His in-depth annual report will focus on the performance of the commercial real estate industry, with predictions about how the industry will be affected by trends in technology, energy efficiency, economic policy and more.
The Monday general session complements a full roster of conference events, including a keynote address by featured speaker Robert O’Neill, former team leader of the Naval Special Warfare Development Group (SEAL Team Six), on Sunday afternoon. As one of the most highly decorated combat veterans of our time, O’Neill will share his compelling story and translate his elite SEAL team training into high-impact, actionable insights on leadership, decision making and operating in uncertain environments to become the “best of the best.” O’Neill will speak at 1 p.m. Sunday during the general session, which is sponsored by Yardi.
The 2013 Every Building Conference & Expo is the commercial real estate industry’s premiere professional event. This collaborative meeting of the industry’s best minds includes more than 40 expert-led sessions across six education tracks on topics ranging from creating and sustaining high performance buildings to maximizing asset and portfolio performance. More than 450 exhibits by leading manufacturers and suppliers at the Expo will help attendees find solutions to operational challenges and strategies to enhance asset performance.