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How can you effectively engage with tenants to learn their needs?

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Engaging with tenants is a crucial skill for corporate real estate professionals who want to deliver value, satisfaction, and retention. Tenants are not just customers, but also partners and stakeholders who have specific needs, preferences, and expectations. How can you effectively communicate with them and understand their requirements, challenges, and feedback? Here are some tips to help you.

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Rachael White

Franchise Sales Manager
Manuel Wills

Experienced Project/Operation Manager | Versatile IT Enthusiast | B2C/B2B Expert| Open to: Remote | Hybrid | On-site |…

1 Establish trust and rapport

The first step to engaging with tenants is to build a relationship based on trust and rapport. This means being responsive, respectful, and transparent in your interactions. You should also show genuine interest and empathy for their situation and goals. For example, you can ask them about their business, their vision, their challenges, and their achievements. You can also share some relevant information about yourself, your role, and your organization. By doing this, you can create a positive impression and a foundation for future communication.

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Rachael White

Franchise Sales Manager
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Establishing trust and rapport is essential. It fosters open communication, creating an environment where concerns can be addressed promptly. This trust creates a sense of security, making them feel valued and enhancing their living experience. It lays the groundwork for a positive relationship.

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Manuel Wills

Experienced Project/Operation Manager | Versatile IT Enthusiast | B2C/B2B Expert| Open to: Remote | Hybrid | On-site | Collaboration | Freelance |
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As a property manager, engaging effectively with tenants is paramount for providing exceptional service. Here's how to learn their needs: 1. Surveys and Feedback Forms: Distribute surveys or feedback forms to gather insights on tenant preferences and concerns. 2. Regular Communication Channels: Establish open lines of communication through regular emails, newsletters, or community meetings. 3. Tenant Committees: Create committees to involve tenants in decision-making, fostering a sense of community and gathering diverse perspectives. 4. Property Visits: Conduct periodic property visits to directly interact with tenants and address concerns on-site.

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2 Use multiple channels

The second step to engaging with tenants is to use multiple channels to communicate with them. Different tenants may have different preferences and habits for how they receive and share information. You should be flexible and adaptable to their needs and offer various options for contact. For example, you can use email, phone, text, online platforms, social media, newsletters, surveys, or face-to-face meetings. You should also consider the frequency, timing, and tone of your communication. For example, you can use regular updates, reminders, alerts, or announcements to keep them informed and engaged.

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3 Ask open-ended questions

The third step to engaging with tenants is to ask open-ended questions that encourage them to express their needs, opinions, and feedback. Open-ended questions are those that cannot be answered with a simple yes or no, but require more explanation and elaboration. For example, you can ask them what they like or dislike about the space, how they use it, what challenges they face, what improvements they suggest, or how they measure their satisfaction. By asking open-ended questions, you can gain valuable insights into their preferences, expectations, and concerns.

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Rachael White

Franchise Sales Manager
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When building rapport, open-ended questions produce meaningful conversations. When you encourage someone to share their thoughts, experiences and ideas... open-ended questions create a more engaging and genuine interaction. They also demonstrate genuine interest in what the person has to say.

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4 Listen actively and attentively

The fourth step to engaging with tenants is to listen actively and attentively to what they say. Listening is not just hearing, but also understanding, acknowledging, and responding. You should show that you are paying attention and interested in what they have to say by using verbal and non-verbal cues. For example, you can use eye contact, nodding, smiling, paraphrasing, summarizing, or asking follow-up questions. You should also avoid interrupting, judging, or arguing with them. By listening actively and attentively, you can demonstrate respect and appreciation for their input.

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Rachael White

Franchise Sales Manager
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Active and attentive listening is huge. By truly hearing and understanding their needs and concerns you can establish a relationship built on trust and mutual respect. Actively listening not only demonstrates a genuine interest in their well-being but also allows you to address issues quickly and help provide solutions.

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5 Provide feedback and solutions

The fifth step to engaging with tenants is to provide feedback and solutions based on what they tell you. Feedback is a way of acknowledging their needs, opinions, and feedback and letting them know how you will address them. Solutions are the actions or plans that you will take or propose to meet their needs, solve their problems, or enhance their experience. For example, you can thank them for their input, explain how you will use it, share your ideas or recommendations, or ask for their approval or collaboration. By providing feedback and solutions, you can show that you value their contribution and are committed to delivering results.

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6 Follow up and follow through

The sixth and final step to engaging with tenants is to follow up and follow through on your communication and actions. Follow up is a way of checking in with them and ensuring that they are satisfied and informed. Follow through is a way of fulfilling your promises and expectations and showing that you are reliable and accountable. For example, you can send them a summary of your conversation, update them on your progress, ask for their feedback, or confirm their satisfaction. By following up and following through, you can maintain and strengthen your relationship and trust with them.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you effectively engage with tenants to learn their needs?

1

2

3

4

5

6

7

1 Establish trust and rapport

2 Use multiple channels

3 Ask open-ended questions

4 Listen actively and attentively

5 Provide feedback and solutions

6 Follow up and follow through

7 Here’s what else to consider

Corporate Real Estate

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How can you effectively engage with tenants to learn their needs?

1

2

3

4

5

6

7

1 Establish trust and rapport

2 Use multiple channels

3 Ask open-ended questions

4 Listen actively and attentively

5 Provide feedback and solutions

6 Follow up and follow through

7 Here’s what else to consider

Corporate Real Estate

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