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Practices High-Performing Commercial Facilities Cheat Sheet (DRAFT) by [deleted]

Operational Practices High-Performing Commercial Facilities Employ

This is a draft cheat sheet. It is a work in progress and is not finished yet.


A report by Building Engines identified best practices based on customer service and tenant satisf­action, financial effici­ency, commun­ica­tions and marketing, mainte­nance, amenities, security and risk manage­ment, and certif­ica­tions and awards.

Report’s Key Findings

1) High-p­erf­orming CRE organi­zations are 1.6 times more likely than their under-­per­forming peers to track perfor­mance against lease service level agreem­ents. This is the most consis­tently differ­ent­iating tenant service practice.

2) Tenant satisf­action is the top priority of CRE owners­/asset managers and front-line operations staff. Property managers are especially attuned to satisfying tenants.

3) Property staff at high-p­erf­orming properties are more proactive, expect more change in their jobs and have a less rigid priori­tiz­ation of goals. They also have a more holistic view of their respon­sib­ilities than those at properties charac­terized as “lagga­rds.”

4) High performers are 1.3 times more likely to benchmark operating expenses to internal sources and 1.7 times more likely to benchmark to external sources.

5) High performers do not staff more generously than laggards within the same property type and class, indicating their compet­itive advantage is not due to a larger workforce.

6) High performers are more likely to employ broadcast messaging systems, digital signs and screens, and tradit­ional newsle­tters throughout facili­ties, using more channels to get inform­ation to tenants.

7) High performers use technology to digitize content like equipment images and manuals more frequently than laggards.

8) Amenities differ­entiate high performers most clearly in the hyper-­com­pet­itive Class A sector.

9) ENERGY STAR certif­ication is table stakes in 2017 at the top of the commercial office market. Over 70% of trophy assets and 51% of Class A properties in this study are ENERGY STAR certified.