How to Win Tenants’ Hearts: Communication, Responsiveness, Safety & Security

According to an international survey conducted by the Building Owners and Managers Association (BOMA), service and engineering were among the top 5 factors which tenants said affected their satisfaction level.

In CRE today, prospective and existing tenants expect 24/7 access to management services, with timely customer service, communication and work order response being top determinants of client satisfaction. ETS’ fifteen plus years of experience with operations and tenant communication apps help our clients automate engagement, timeliness and responsiveness and ultimately, satisfaction.


Increased Responsiveness to Service Requests / Work Orders Help Meet and Exceed Tenant Expectations

Tenants in today’s CRE climate expect 24/7 access to property management services. Additionally, tenants expect stellar customer service (through work, timely status updates, and accurate billing data).   As a result, it is up to property management to implement tools to help them manage and exceed these expectations. This technology is critical with more responsibility levied on ever shrinking management teams.

ETS’ Mobile Task Manager is a robust property operations app that includes real-time Push Notifications.

Screen Shot 2018-01-05 at 3.47.40 PMMobile Task Management: Service Request & Work Order Application

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Push notifications are designed to increase staff awareness of tasks due and reduce time to completion of service requests. It provides alerts to engineers when new tasks are added by tenants or management when there’s a reassignment of a task, any new status update, and any new notes added to the task communication within the app.

Additional Important Functionality:

  • Automatic Status Updates – keep tenants in the know as progress is made.
  • Alarm & Escalation – alert management colleagues if tasks get behind schedule.
  • In App / Request Chat – an open channel of real-time communication.
  • On-Line / In App Billable Item Approval – no surprises when the monthly statement arrives.
  • Mobile App Request Submission & Status Updates – today’s tenant is on the move, the option of mobile app request submission is critical.

Tenant Center Provides Platform for Tenants to Be Heard

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ETS Mobile Tenant Center

Tenants have the power at their fingertips to establish notification preferences and submit work orders quickly and efficiently.  With a dedicated Tenant Center, tenants now have the capacity to enter service requests from anywhere using their mobile devices.  Once entered, the task gets documented and sent out to the engineering and management staff.  The application works in conjunction with its desktop counterpart so there is no lag time for updates to the platform.  Tenants have a great affinity for properties and staff that meet or exceed expectations for their property related issues.CTA_WinTenantsHearts2

Win Tenant Hearts Through Preparedness


Property Portal, Customized Text and Email Preparedness Notifications

Preparedness tips and information via email, text, desktop and through mobile apps, before an emergency, help tenants prepare in advance of extenuating circumstances. Knowing there are resources, plans and procedures for emergencies provide tenants peace of mind in today’s crazy world. Click for details on client best practices.

Engagement Campaigns – Management uses apps to engage tenants in preparedness, wellness, energy efficiency and community involvement.  Click for details on client best practices.

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Communications + ETS Tenant Center

Research conducted by JLL shows that losing a tenant results in lost revenue that may take up to two years in order to recover.

Other Ways to ETS Can Help You Win Tenants’ Hearts