I see from an article in Property Week (‘Sector is “lagging behind” in terms of customer service,’ 10.07.15), the BCO has found that fewer than one in five office occupiers rate their property management service as good or excellent.
Clearly, those polled were not serviced offices clients.
We conduct quarterly Voice of the Client surveys in our centres, which help us identify any client concerns before they become bigger issues. In our latest quarterly survey, we had 97% of our clients rate us as ‘very good’ or ‘excellent’, and 100% would recommend us.
The wider industry should look more closely at the serviced offices business model and how we manage not only the properties we own and occupy but also how we provide our clients with award-winning customer service. Property cannot be looked at as a homogenous commodity, rather it must be viewed as any other business where attention to detail and ‘the client is always right’ attitude prevail.
Perhaps this high level of satisfaction explains why, in certain areas, serviced offices are one of the industry’s fastest-expanding subsectors.
David Saul, managing director, Business Environment
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