Customer Experience in Managing Mixed-Use Buildings
How to Upgrade Service and Boost Satisfaction

By Liat Karpel, Operations Manager, Ariel Properties

In building management—whether it’s residential, office, or commercial centers—customer experience is as crucial as infrastructure and maintenance. It greatly influences the satisfaction of residents, tenants, and visitors. When neglected, it can directly impact daily property management, lease renewals, and ultimately, the business’s success.

So, how can you enhance customer experience in building management and make operations smoother and more efficient?

1. Personalized and Tailored Service

One of the most effective ways to upgrade customer experience is to offer personalized services to each resident or tenant. Each client may have different needs—office tenants require different solutions than visitors or residential occupants.

Understanding individual needs and delivering customized service significantly boosts satisfaction and strengthens the connection with the managing company.

2. Availability and Rapid Response

Availability and a quick response to tenant or resident needs, issues, and inquiries are critical. Whether it’s maintenance, technical faults, or neighborly disputes, being accessible and providing efficient resolutions is essential.

Services can be facilitated through automated systems for reporting issues, but human contact is equally important, especially during emergencies. A 24/7 support system via phone, instant messaging, or dedicated apps can be a significant advantage.

3. Leveraging Technology for Better Service

The digital age offers a variety of tools to enhance customer experience in building management. Technological advancements can include:

Building Management Apps: Apps enabling residents to submit requests, report issues, pay rent, and communicate with property managers seamlessly.

Digital Maintenance Systems: Tools that allow property managers to track requests and services, document processes, and ensure smooth operations.

Automated Services: Systems that send regular updates on scheduled maintenance, repairs, or changes in operational hours.

Investing in technology not only upgrades the service but also helps manage properties more efficiently.

4. Regular Maintenance and Problem Prevention

Customer service in building management isn’t just about responding to issues. Regular maintenance and proactive problem prevention are integral. Proper upkeep minimizes breakdowns, ensuring clients feel they receive consistent and reliable service

Additionally, well-executed maintenance can prevent stressful situations for tenants, such as burst pipes or heating malfunctions during critical times.

5. Transparency and Open Communication

Customers want to stay informed about what’s happening around them—updates on maintenance, ongoing repairs, or operational changes. Maintaining transparency and open communication builds trust and strengthens client relationships.

Regular updates about repairs, operational adjustments, or technical issues can go a long way in enhancing client confidence and satisfaction.

6. Shared Experiences and Public Spaces

Customer experience isn’t limited to technical services. Buildings also serve as social and communal spaces, making it essential to enhance shared experiences.
In residential buildings, this could mean creating inviting common areas like gyms, gardens, or cozy lobbies. For commercial or office buildings, investing in the design of public spaces like organized parking, accessible restrooms, or meeting areas can greatly elevate the overall experience.

7. Listening to Feedback and Continuous Improvement

Listening to customer feedback is critical in any service industry. Beyond delivering good service, it’s essential to understand what can be improved or optimized.

Regularly gathering and acting on feedback ensures that building management remains relevant and efficient, addressing resident and tenant concerns effectively.

8. Branding and Additional Services

Customer experience in building management isn’t solely about core maintenance and responsiveness. Personalizing the building’s branding and offering additional services can significantly enhance perceived value.

For example, focusing on green initiatives, advanced cleaning services, coordination with external suppliers, or customized tenant services can elevate the overall experience.

Conclusion
In building management, customer experience encompasses all interactions with residents and tenants—from the first contact to the final resolution of issues. Achieving excellence in customer experience requires personalized service, high availability, technological solutions, proactive maintenance, and open communication.

When these elements align, building management not only ensures optimal property upkeep but also differentiates itself in the market, boosting client satisfaction.

Enhancing customer experience not only improves tenant and resident relationships but also creates a more productive and pleasant workplace. Most importantly, it directly impacts the success of property management and marketing.