Property Management Services

The word “retrofitting” can often send a shudder down the spine of owners or facility managers. The potentially high price tag, disruption…is it worth it, what’s the ROI and how long will it take to recoup the costs? Will my customers and tenants appreciate and benefit from it? Well, there is one area where it really is worth considering using the “r” word—water-saving commercial toilets. Not convinced? Let’s look at a few of the facts to see what the deal is; we think there are some commercial toilet retrofits that will leave you feeling flushed (groan).

The Cost of a Flush

According to the EPA, the highest portion of end water use for most commercial facilities goes to bathrooms and restrooms at up to 40% of the bill. (Restaurants are the exception with dishwashing being the highest portion and restrooms coming in second at 31% of total water use.) And keep in mind that many municipalities charge for discharge, or sewage, as well, which means reducing your water volume saves both water and sewage costs.

Imagine if you could cut water and sewage costs by 20% or more and reap other benefits at the same time!

Well, here’s the good news. Not only is it possible to save on this portion of your eye-watering bill–you may also qualify for financial incentives to do so. But before we get to that, let’s look at the current state of commercial water usage, how we got here, and why some business owners and facility managers are already making changes to their buildings’ water usage.

Water Saving Toilets and the Big Picture on Commercial Water Use

We know from data compiled in the Commercial Buildings Energy Consumption Survey (CBECS) that the average water use by a large commercial building is 7.9 million gallons a year—that’s 22,000 gallons per day. In fact, according to this survey, in 2012 the total water used by 46,000 large buildings was 359 billion gallons of water!

This is a lot of water at a time when, in California, water demand already outstrips supply, and the prediction by many experts is that there will be a 40% supply gap by 2030.

How did we get here? Well, back in the 1980s toilets were using as much as 5gpf (gallons per flush)—this was also a time when people with mullets, mustaches, and shoulder pads were driving around in cars that got as little as 16 mpg. As time moved on, the fashion got ditched (thank goodness), and cars now get 35 mpg or more—but we still have many of the same toilets. Simply put, toilet technology was not developed at the same pace as car fuel economy, leaving many buildings with the equivalent of 16 mpg cars in bathrooms and restrooms.

ROI – Show Me the Money

These older toilets (pre-1994) use 3-5 times more water than new water-efficient toilets, and as we said before, water use for commercial bathrooms can be as much as 40% of a water bill, so it’s easy to see how replacing just a few toilets can make a huge difference in water use and costs.

As an example, if a large office building with 2,500 occupants replaced its inefficient toilets and urinals with newer High-Efficiency Toilets (HETs) and placed aerators on standard faucets it would reduce water usage by almost 3.9 million gallons a year and $36,000 in water costs!

One Star Flush Performance

It’s true, not all first-generation water-saving toilets got five-star reviews. Low flush v.1.0 left many of us scarred from a bad flush experience. So, for those of you who have been quietly mouthing that water-saving toilets just don’t work, do not worry, current high-efficiency toilets (HETs) are not your mother’s low-flush toilets.

In the early days of water-saving toilets in the 1990s, a time when phones were bricks, real bricks were being put into toilet water tanks to try and save water. And to comply with laws introduced in 1994 that called for all new installations of toilets to be 1.6 gpf or less, some manufacturers followed the brick principle and only modified the tank size with no further redesign. No wonder there was dissatisfaction.

Where Soybeans and Toilets Meet

It wasn’t until 2002 that real testing and performance standards began to be established. In this year a program called Maximum Performance (or MaP) Testing was created.

And this is where soybeans come in. Specifically, soybean paste (hopefully, this does not require any further description). MaP labs have been busy at work, perfecting flush performance using soybean paste and toilet paper to measure exact grams-to-water volume ratios and publishing their results for manufacturers.

This, together with new advancements in design and technology such as modification of bowl contours that improve flushing and pressure-assisted flushers means HETs are superior to the first-generation of water-saving toilets.

Water Saving Toilet Rebates Available

So now we know that HETs are going to work and save on water costs, let’s take a look at some of the incentives to help with the cost of replacing old toilets.

Here is a list of some of the commercial toilet rebates currently available:

California Water Service is offering rebates of up to $400 per unit for HET toilets and urinals for water districts across California.
Seattle Public Utilities in conjunction with the Saving Water Partnership are offering up to $100 per toilet for business, commercial, and multifamily buildings. Toilets have to be pre-2004 and replaced with new high-efficiency, high-performance toilets.
SoCal Water Smart offers rebates of $40 for toilets and $200 for urinals that are high efficiency. Covers many counties in Southern California.
In San Mateo County, the North Coast County Water District offers owners and managers of commercial buildings up to $60 per toilet for HET replacement.
Placer County Water Agency is also offering incentives for commercial buildings to replace toilets and half the amount of water used in each flush. They offer up to $50 to switch to waterless or low-flush urinals, and up to $50 for replacing toilets that flush 3 gallons per flush (gpf) with HET toilets that use 1.6 or 1.28 gpf.
In Florida, Conservation Pays is offering up to $100 per toilet for commercial buildings in counties across the state for replacement HETs that use 1.28 gallons per flush or less.
The City of Sacramento is offering up to $250 to replace pre-1992 toilets in commercial buildings with water-saving HETs that use 1.28 gpf or less.
San Luis Obispo – Offering up to $100 to replace existing fixtures with HETs and/or urinals.

And the Even Bigger Picture on Water Use

The fact is, the rise we see in water bills can only be reduced by less use. Conserving water now will help to lower water rates in the future by reducing the amount of money municipalities have to spend on bringing in more water. While cutting back on water can sound as groan-inducing as being told to go on yet another diet, cutting back on water use and mitigating the risk of water scarcity can become a competitive edge for your company. Water shortages from high water use have made many business owners aware that water scarcity, droughts, and water tables dropping means reducing their operational water footprint is a must.

Finding a Water Saving Retrofit Partner

Our facilities management teams have helped hundreds of commercial property managers upgrade toilets and find even more savings beyond rebates through our relationships with municipal water and wastewater agencies–in some cases covering the entire cost of retrofitting a building.

Commercial landscaping. It’s one of those services that can be taken for granted—until it falls short. You may not hear from occupants when they appreciate the blooming flowers, but you will know when someone slips on wet leaves or must constantly duck to avoid overgrown shrubbery.

And let’s not forget, your commercial landscape upkeep isn’t just about the building’s curb appeal. It’s the parking lot at the back, walkways, driveways, gutters, and keeping all areas trash-free and clean. All these services run in the background, keeping your grounds in good condition and appealing to tenants and customers—but when things are not done right, lack of service comes front and center. So, what are the key elements needed to keep your grounds in top condition and ensure tenants are happy?

We’ve done the groundwork (get it?) and compiled a list to guide you.

Commercial Landscaping—It's Personal

We’ve said it before, but it doesn’t get old—relationships are important. That goes for the relationship between the property manager and the landscaper and between the landscaper and the grounds they take care of. Develop a relationship with your landscaper and walk the property with them. They should be familiar with what is growing well and what needs attention—and happy to tour the property grounds with you to talk about what is being done and what to expect in the upcoming season.

Reputation and Experience

The number of years a company has been in business can be a good barometer of quality. (Let’s face it, nobody stays in business for years by doing a bad job.) Equally important is employee experience and training, a company with well-seasoned and well-trained staff is more likely to deliver high-quality services and meet your expectations. Check a company’s website and see how long they have been in business. Look for reviews and feedback from past clients to get an idea of the landscaper’s reputation.

Courtesy and Communication

With so much change around where people work: the office building, the home office–or both depending on the day of the week–communication regarding landscaping schedules is even more vital. Good lines of communication regarding jobs being done outside of regularly scheduled maintenance will prevent surprises. No one wants to drive into the office for a meeting to find walkways and parking lots being deep cleaned, leaving street parking and climbing over flowerbeds the only options for getting into the building. Courtesy also includes polite and professional uniformed gardeners and workers who are willing to answer tenant queries and address concerns.

Range of Commercial Landscaping Services

Landscaping is more than mowing and blowing. It is seasonal and varied. Depending on the property, lawn care, tree and shrub care, irrigation, hardscaping, and trash removal in parking lots and dumpster areas may be part of what your property needs. A company that provides a comprehensive range of services can help you save time and money by handling all your landscaping services. Talk through the services your property requires to ensure everything is covered by your landscaper.

Environmentally Aware

Sustainability is becoming an increasingly important consideration in commercial landscaping. It is good for the landscape and customers often demand it. Today the best environmentally friendly practices include the principles of IPM (Integrated Pest Management). Landscapers who implement these practices use materials such as native plants, organic fertilizers, and chemical tools to minimize environmental, health, and economic risks. With these principles, a landscaper familiar with your property and goals can provide advice on how to conserve water and energy, reduce waste, and improve the overall sustainability of your property.

Proactive and Preventative

Seeing the big picture is always necessary but paying attention to small details and acting on them can be crucial. Keeping an eye on details and being proactive can prevent escalation to a larger problem. Overgrowth into building air conditioning units, signs of pest infestation, leaking, and poorly timed irrigation if spotted early are a lot easier to deal with. Prevention is particularly vital when it comes to your property’s outdoor water use. For example, an irrigation system that uses sensors rather than timers can prevent over-watering that can kill plants, waste valuable water, and lead to higher bills.

Capability and Compliance

These two things should go hand-in-hand. Merely having the capability to complete a task is not enough. When liability and safety are on the line compliance with standards is a must. Okay, less important when it comes to picking spring flower colors–but necessary for many other services provided by a landscaper. Improper compliance when it comes to tree trimming, or pesticide and fertilizer use, for example, could impact the safety of building occupants and the long-term health of your grounds or gardens. Your landscaper should be licensed, insured, and bonded, and staff should be well-trained in safety procedures.

Expertise and Knowledge

With the right landscaper, you do not need to know tulips from thistles, or even a mower from a blower (okay, that is a bit of a stretch). Picking a landscaping company with broad expertise and deep knowledge across multiple topics will mean getting the most out of your outdoor space and sustaining satisfied tenants. To be assured of a landscaper’s qualifications check for certifications such as the National Association of Landscape Professionals (NALP) Landscape Industry Certification, and the International Society of Arboriculture (ISA) Arborist Certification. Certifications such as these require standards of professionalism, up-to-date knowledge of materials and regulations, and continuing education.

Available and Reliable

Nothing says good service like availability and reliability. Whether it’s concerns about damage from a storm or just to discuss aesthetic changes, calls to your landscapers should be responded to promptly. And when extra tasks or jobs are scheduled, you should be able to count on service personnel showing up and getting the job done.

Remember It is Seasonal, and Year Round

Do not fall into the seasonal trap. Yes, commercial landscaping services change as the seasons do, but reducing work during winter or fall will be detrimental to the landscape and your leasing potential. Good landscaping follows a year-round calendar and specifies when certain tasks need doing such as trimming perennials, laying mulch, and when annuals are planted. Not only will cost cutting in one season be apparent to tenants, but it may also harm long-term plant health and mean more work is required the following season.

At its best, when commercial landscaping services are professional and efficient, it can appear to tenants and employees that the landscape just, well…looks after itself. A case when hearing crickets means an excellent job is being done.

Professionalism. In business, we know it’s important—all the more when daily face-to-face interaction with customers is necessary. In fact, when it comes to commercial property cleaning, professionalism can make the difference between keeping and losing tenants and/or customers. But what, specifically, does commercial cleaning professionalism look like?

Turns out it’s pretty simple.

10 Characteristics of Commercial Cleaning Professionalism

Here are 10 characteristics of professional commercial property cleaning team:

Shows up to work on time.
Custodial staff members are where they should be when they should be. What this translates to is readiness. When the doors open, the building and its spaces will be ready to function for their particular purposes. All areas will be ready for tenants and customers to do business comfortably and efficiently. Throughout the day, a professional commercial property cleaning team will manage time efficiently.
Is attired appropriately for the role.
While it’s true that the post-pandemic dress code is more casual, customers still care how their business providers are dressed. In fact, studies conclude that dressing more formally for a role engenders trust and respect from others. Benefits abound for the wearer, too. More formal attire (including uniforms) has been strongly associated with enhanced big-picture, long-term-goal oriented thinking.
Is courteous.
In a nutshell, this means that they demonstrate regard and basic respect for others. Polite language— “please,” “thank you,” “excuse me”—goes a long way. Courtesy extends to nonverbal communication, too. From posture to smiling to the granting of personal space, what we do with our bodies speaks volumes.
Is helpful.
Professional custodial team members are willing to go the extra mile in order to satisfy customers. They anticipate potential concerns and are proactive in addressing them. For instance, PRIDE Industries custodial superstar at Sacramento Metropolitan Airport, Eric McCullough, regularly takes time to escort airport customers to where they need to be.
Is accountable.
We’ve all experienced the “it’s-not-my-job” employee. A professional property management organization works as a team across roles, if necessary, to accommodate the customer. They view the customer’s problem as theirs to solve. In short, they do not pass the buck.
Takes pride in their work and in the “power of clean.”
They understand that the building is an “ambassador” for its owner and for the businesses inside of it. Studies show that clean, tidy spaces boost the mental and physical health of occupants. A professional commercial property cleaning staff understands this. Moreover, they view their work’s quality as a reflection of their own work ethics.
Is trustworthy.
Custodial crews often are among the first in or out of a building, working without supervision and often in contact with occupants’ personal items. So, it’s imperative that they are honest. It’s also important that they are alert and aware, able to notify security when suspicious activity arises—especially during quieter operational hours.
Is well trained for the environment.
Not all buildings and their uses are created equally. For example, the California Health Care Facility mandates hospital-standard cleanliness to maintain licensure, so custodial staff must be trained in these specific protocols. Additionally, staff must understand the chemicals they are using and how to use them properly for their own and others’ safety.
Ensures safety.
The pandemic heightened public awareness and expectations about what constitutes safety—an evolution that is here to stay. Not only does a professional commercial property cleaning staff keep things clean, but it also keeps them safe. This means disinfection products and protocols and, where necessary, personal protective equipment (PPE). This also means that custodial staff make sure their equipment and chemicals aren’t positioned in a way that they could inadvertently pose a safety hazard to occupants.
Is up to date with technology.
Whether it’s garbage can sensors or robotic cleaning devices, technology has made its way into commercial property cleaning. As tech will only become more abundant in the custodial field, professionalism means that management knows when and where to implement it and provides training to this end.

Commercial Property Cleaning can be a Differentiator

As the hybrid work model continues to decrease tenant occupancy, property managers need every competitive edge to retain good tenants. The building next door may boast a koi pond, but will that matter to customers if they’re also met with grimy floors and disinterested cleaning staff? A commercial property cleaning staff that’s consistently professional will not only attract tenants, it will keep them.

Commercial buildings are complex environments. Within them, water, HVAC, gas, and electric systems work separately and together within the building’s smaller ecosystems. Some of the building’s rooms are in shaded areas, some in full sun. Some systems were originally calibrated in the summer, some in winter. To further complicate matters, the humans who occupy buildings have differing needs. All of this means that buildings’ systems are bound to lose efficiency over time. And, when they do, things can get expensive. Enter retro-commissioning.

We’ve sung retro-commissioning’s praises before, but they’re worth repeating. This time, we sat down with Jim Schafer, Project Services Energy Director for PRIDE Industries, who detailed how it translates to cost savings that property managers can put back into their buildings.

First, a review of the basics:

What is retro-commissioning?

Jim Schafer: When a new building is constructed, it’s equipped with a variety of complex systems—from HVAC to electric. To ensure the systems are working correctly and efficiently, the building will undergo a “commissioning” process that includes installation, testing, and implementation of these systems and their sequences of operation. But that doesn’t always happen. “Retro-commissioning” is the same process applied to existing buildings—typically five years old or more.

How does this differ from retrofitting?

Jim Schafer: Retro-commissioning is a more holistic approach. For example, retrofitting tends to be more geared toward replacing equipment. This could mean exchanging conventional lights for LEDs or replacing HVAC pumps and motors. Retro-commissioning may include equipment upgrades, but it also focuses on honing processes and protocols to renew what’s already in place.

When is it time to consider retro-commissioning and why?

Jim Schafer: Once a building gets to be three to five years old, heat, air, water, and gas systems start to fall out of tune. Instead of pre-programmed systems efficiently managing themselves, engineers now must step in and manage equipment manually. Let’s say they turn up the heat a few degrees. Someone else might step in and make another manual change to cool things down a few degrees. Eventually, this will lead to system inefficiency, which means high utility bills. Over time, this will finally lead to system failure.

The same thing happens with water and gas systems. Every time a new building is commissioned, its systems are calibrated to operate under the conditions of that day, season, and year. Those conditions change over time. Case in point: California’s recent wet spell. A system commissioned in March 2019 won’t meet the needs of March 2023. Inefficient systems guzzle energy, resulting in high utility costs. They also break down, resulting in costly downtime that could have been avoided. Finally, tenants will be uncomfortable, and uncomfortable tenants won’t want to stay.

What would retro-commissioning look like in these instances?

Jim Schafer: Engineers would investigate the equipment’s original design—the original intent of a building’s various systems, as far as operations within the building environment. After testing each, they would analyze their findings and then discern an updated sequence of operations (SOO) for each system. Then, they would program the various building automation systems (BAS) and building maintenance systems (BMS) to this updated sequence. They would also know what rebates were available and how to factor them in. It’s all a delicate balance, but, when done right, the benefits are numerous.

What are the benefits of retro-commissioning?

Jim Schafer: Many. Improved system efficiency, leading to extended equipment life. Overall improved building operations. Fewer service calls. Occupant comfort, leading to retention. Updated documentation regarding building systems. Ultimately, what’s most attractive is the overall money saved over time, which can be turned back into the business.

Does it benefit a property manager to consider retro-commissioning purely for sustainability reasons?

Jim Schafer: The short answer is yes. A smaller carbon footprint is becoming increasingly important to sustainability-minded customers and investors. Also, for reasons of sustainability, state and local municipalities, as well as federal agencies, offer rebates for several retro-commissioning measures. Substantial water rebates alone, including those for cooling towers, reduce or even eliminate up-front out-of-pocket costs. There are also programs that pay building owners back for the kilowatt hours they save.

What kind of savings can property managers expect from retro-commissioning?

Jim Schafer: It really depends on how far in decline their buildings’ systems are. In general, reduced operational costs and savings associated with equipment life expectancy can be substantial. Calculating the cost benefits to energy savings ratio is key to a positive ROI.

Beyond cost savings, what are the additional benefits of retro-commissioning?

Jim Schafer: The comfort and safety of occupants, definitely. And tenants who feel safe and comfortable will want to stay, thereby reducing the high cost of turnover. And its’ certainly a high cost, including lost rent income, cleaning, cosmetic repair, marketing to attract new tenants, and other administrative costs. It’s always a best practice to keep good tenants, and it’s just the right thing to do.

When it comes to commercial retro-commissioning—upgrading a facility’s existing systems and protocols—a focus on water conservation makes sense. Water costs have been steadily rising over the last two decades and, in recent years, have skyrocketed. Plus, given ongoing drought conditions in the western United States, conserving water is simply the right thing to do. The good news is that water rebate programs are available in every neck of the woods, so water-wise upgrades can pay for themselves—often with little to no upfront cost. But where can you get rebates and incentives, and what upgrades typically qualify? Here’s what facilities managers and property managers need to know:

First, the where and who. Often, you’ll need to look no further than your county’s water agency. For example, California’s Placer County Water Agency (PCWA) lists seven different rebate programs on its website, incentivizing everything from lawn replacement to high-efficiency toilets. Both the Environmental Protective Agency (EPA) and DSIRE, a project that’s funded by the U.S. Department of Energy, feature comprehensive lists of rebates and incentives on their websites. Programs, including tax incentives, are also available at the state and federal levels.

Now, let’s zero in on the “what”—as in what typically qualifies for water-related retro-commissioning rebates or incentives? The short answer is “lots,” but let’s start with ten of the most common:

Outdoor Water Rebate Programs

Lawn Conversion. Between watering, mowing, aerating, fertilizing, and managing runoff, lawn maintenance is expensive. Watering alone, especially in droughted areas, can cost a small fortune and waste this precious resource. Fortunately, most water agencies offer rebates that will pay you to replace your lawn with a drought-tolerant landscape.

Example: The Metropolitan Water District of Southern California offers a rebate of $2.00 per square foot up to 50,000 square feet of conversion per meter year.

Smart Controllers. By some estimates, incorrect irrigation settings waste up to 50% of a landscape’s applied water. Smart controllers automatically reduce watering times based on weather, soil conditions, and landscape type. They shut off during rain events and can be adjusted remotely via Wi-Fi. Many municipalities offer rebates to replace conventional controllers with new, smart versions.

Example: The City of Chandler (Ariz.) offers rebates of 50 percent of a smart controller’s cost (excluding taxes and installation) up to $250 per unit (max 5).

Irrigation Upgrades. While smart devices can control when a landscape is watered, a switch from traditional spray to drip or rotary nozzles can limit water output and direct it to where it’s most needed.

Example: The Sacramento City Department of Utilities offers these irrigation upgrade rebates, up to $50,000.

Soil Moisture Sensors. Related to smart controllers, sensors “measure the amount of moisture in the ground beneath a landscape and override scheduled irrigation accordingly.” (EPA) The result is water savings of at least 20 percent.

Example: Austin (Texas) Water District offers rebates on flow sensors ($300 each), pressure regulating components (50 percent of equipment cost up to $1,500), spray-nozzle conversion ($4 per nozzle, up to $1,000), and master valves ($100 each for systems installed before 2009 only).

Rain Barrels and Cisterns. An ancient practice, harvesting and re-using rainwater makes sense—and not just because it saves tap water. Rainwater is soft, so grass and other plants prefer it.

Example: SoCal Water Smart lists rain barrel rebates at $35 per 50-199 gallon barrels (max qty. 2) and Cisterns from $250 to $350 (1 per).

Indoor Water Rebate Programs

Low-Flow Toilets and Urinals. By simply limiting the amount of water used per flush, a typical business can reduce water consumption by around 40 percent. Ultra-low and zero-water urinals can decrease water usage by up to 88 percent.

Example: The City of Santa Fe (N.M.) offers commercial toilet rebates from $125 to $500 for high-efficiency toilets with effective flush volumes of 1.28 gallons or less.

Plumbing Flow Control Valves. Designed to maintain water pressure while reducing faucet flow by up to 60 percent, flow control valves offer a substantial bang for the water-saving buck. Plus, rebates abound to get you started.

Example: Several Southern California agencies offer rebates on plumbing flow control valves and laminar flow restrictors at $5 and $10, respectively.

Cooling Towers. Inefficient conductivity controllers lead to unnecessary water loss via the blowdown process. Meanwhile, Ph imbalances lead to scaling-related inefficiencies. Rebates are available that address both issues.

Example: The Southern Nevada Water Authority offers up to $500,000 in cash incentives to upgrade your cooling tower and swamp coolers.

Ice Making Machines and Food Steamers. The typical ice-making machine consumes more water to cool ice than to make the ice itself. Boiler-based food steamers are also water guzzlers. Fortunately, for food services businesses, rebates on boiler-less food steamers and air-cooled ice-making machines are plentiful.

Example: Sonoma Water Organization (Calif.) offers rebates on water-efficient ice makers at up to $600 and food-steamer rebates at up to $200.

Dry Vacuum Pumps. Many businesses, from dental to petrochemical, rely on liquid-ring vacuum pumps. Dry vacuum pumps do the job while conserving water, and most municipalities offer some type of rebate for them.

Example: The Inland Empire Utilities Agency (Calif.) offers up to $175 per .05 HP dry vacuum pumps (Max 2).

Retro-commissioning is hot, and for good reasons. It saves money while promoting sustainability—especially where water is involved. And right now, while rebates are bountiful and water resources scarce, it makes more sense than ever.

Tenant turnover is expensive. On average, it costs around three months’ rent—and that’s on top of vacancy-induced rent loss. Each time a tenant leaves a property, it must be thoroughly cleaned and returned to pristine cosmetic condition. Then there are administrative costs, advertising costs, and costs associated with showing the space. To mitigate these expenses, the obvious answer is tenant retention, but not just any tenant. Most commercial property management companies have experienced at least one bad apple, the tenant who is consistently late on rent (or doesn’t pay it at all), damages property, and violates property rules. All the more reason to make your property one that attracts—and keeps—conscientious tenants. Looking to the experts, we’ve gleaned 11 tips on how to do this. And most of these tips are just as important for in-house facilities managers looking to keep their internal customers happy.

Occupant Comfort.
Whether in a workspace or a living space, people want to be comfortable—first and foremost. This includes a moderate temperature, visually appealing lighting, good acoustics, excellent air quality, and cleanliness. A well-maintained HVAC system, coupled with preventative maintenance protocols, goes a long way toward ensuring temperature control and air quality. Sufficient light of a comfortable color, ample insulation, and well-trained cleaning staff are also key, as are reasonable rules for tenant use (quiet periods, storage and disposal provisions, parking protocols, etc.). Not only can these measures keep tenants physically comfortable, studies show a clean, comfortable workspace boosts mental health.
The Right Staff.
Tenants regularly cite the professionalism and personableness of maintenance and custodial staff. Conversely, they are quick to note when these are lacking. All the more reason to attract and retain staff that’s not only knowledgeable but also friendly and professional in all interactions.
Connectivity/Communication.
Whether to request a work order or submit a rent payment, quality tenants expect commercial property management professionals to be digitally accessible with a quick (if not instant) response time. They’ll also want you to be available through a variety of channels, including social media, email, phone, and website. Also, be sure to alert tenants, well ahead of time, when maintenance may disrupt a building’s normal activities, and be prepared to answer any questions they may have about the disruption. Blessing and/or curse, constant availability is part of doing business as a commercial property manager today.
Flexibility.
The pandemic changed the nature of building usage as well as tenant expectations around flexibility. Nowadays, with hybrid schedules and a rapidly changing business world, tenants want to negotiate terms when it comes to lease duration, evolving space requirements, termination options, enhanced cleanliness protocols, and even furniture rearrangement.
Relationships.
Convenient as a digitally connected world is, genuine human-to-human relating can’t be underestimated. Small gestures—knowing tenants by name, being aware of their likes/dislikes, and reaching out at holidays—can make them more likely to view your interactions as relational, as opposed to solely transactional. Likewise, a community newsletter cultivates a sense of communal inclusion. In these contexts, tenants will be more inclined to work collaboratively with you and their fellow tenants.
Proactive Leasing.
Don’t assume your tenants will remember when it’s time to renew a lease. Reach out to them in advance and use technology to make renewal as easy as the click of a button. Moreover, given the cost of turnover, it may be worth it to offer lease-signing incentives like a month of reduced rent—and well before lease renewal dates.
Preventative Maintenance.
Quick maintenance response times are imperative, but preventing a problem before it occurs? That’s golden—and not just for tenants. By addressing issues before they become irreparable, preventative maintenance ultimately cuts commercial property management costs.
Fair Rules and Enforcement.
Because commercial buildings are often communal, the rules therein should be about maintaining a safe, comfortable space for everyone. Allowing a mediocre tenant to blare music in their office may result in a quality tenant’s departure. Establish, upfront, what the rules are and why they are in place. Then, fairly and consistently enforce them.
Move-In and Out Inspections.
Legally mandated in some states, move-in and move-out inspections are a best practice whatever your facility’s zip code. Put simply, they hold everyone accountable—tenants, landlords, and property managers—in a straightforward way.
Get Feedback.
Surveys make it easy to find out what’s working, and, more importantly, not working for your tenants. But it’s not enough to gain their insights. Of equal importance is acting on them. If a particular issue is cited by several tenants, it needs to be addressed promptly and thoroughly. If similar amenities are requested by many tenants, it may be worth it to provide them.
Be Mindful of Competition.
What are your competitors’ leasing rates? The condition of their buildings? Extra perks for tenants? What amenities do they have that you don’t or vice versa? Commercial property management is more competitive than ever, so it pays to be aware.