Customer Support
Benchmarks & Performance Metrics
Picture the last property tour you walked a prospective tenant through. You probably started in the lobby. Good lighting, clean finishes, maybe a coffee bar. Everyone loves the lobby. Nobody on that tour asked to see the mechanical room. But six months after move-in, that tenant isn’t thinking about the lobby. They’re thinking about why… Read More »
Somewhere in your budget season, someone is going to pull up the amenity satisfaction scores, land on pet amenities sitting dead last, and ask why you’re still funding a dog run that residents apparently don’t even like. It’s a reasonable question if you’re only looking at one number. Pull a second one and the answer… Read More »
Updated August 2026. Originally published September 2023. AI adoption in multifamily leasing stopped being a hypothetical a while ago. 89% of operators now have it running in production, which means adoption isn’t the interesting question anymore. Here’s the question that isn’t settled. Ask an operator how their AI is handling a sensitive resident conversation, and… Read More »
We went into this month looking for a back-to-school noise problem. It makes sense, in theory. August should be the loudest part of the year on any property with kids — moving trucks jockeying for the loading zone, first-day-of-school photos taken on the stairwell landing because the light’s better there, and a leasing office getting… Read More »
There’s a problem we have that we still haven’t figured out how to solve. Some of us don’t even know we have it. And it all started with AI. Not grool. Let me give you an example. A friend called me a few months ago. He’s an executive at a large real estate firm. When… Read More »
Table of Contents The Question Everyone Is Suddenly Asking What Google Is Actually Saying About AI Search Optimization The AI-Unseating-ILS-Theory Needs a Revision Reviews Are No Longer Just Reputation Management Why Surveys Matter for AI Search Visibility Recency, Volume, and Consistency Matter Visual Content is Fodder for AI, Too Agent-Ready Is the New Website-Ready The… Read More »
Picture this: You’re a CFO reviewing your company’s office lease renewal. You’ve got two options — one building is newly retrofitted with energy-efficient systems, offering lower utility costs and compliance with emerging regulations. The other? Let’s just say it still has light fixtures that belong in a ‘90s time capsule. Both are in the same… Read More »
Tenant experience and tenant satisfaction are paramount to a thriving commercial real estate (CRE) experience. Today’s tenants expect more than just four walls and a lease; they seek workplaces that enhance productivity, foster community, and support well-being. From seamless digital interactions to eco-conscious amenities and flexible workspaces, tenant expectations are shifting rapidly. Property managers who… Read More »
In the world of multifamily, bigger isn’t necessarily better. But being a smaller operator does come with a unique set of challenges. Larger apartment management companies have distinct advantages. They have bigger budgets and operating margins and more resources at their disposal. They generally have more money for payroll and technology and, through sheer scale,… Read More »
Exploring the crucial connection between provider performance and tenant satisfaction. Commercial real estate (CRE) organizations often struggle to understand the performance of the providers that support their properties and how that performance impacts overall tenant satisfaction levels across the portfolio. In a recent survey, 83% of tenants said their experience with the service providers… Read More »
Everyone likes to be appreciated for a job well done– CRE firms included. When you work hard and outperform your peers, it feels good to be recognized. But beyond the glow of positive feedback, industry recognition can yield a range of benefits for organizations. This is true across most industries, but awards can be especially… Read More »
Are your KPIs delivering the accurate and actionable insights you need to improve business performance? Key performance indicators (KPIs) play a critical role in a CRE leader’s ability to track and measure performance. And because of that, information abounds as to what you should measure and why. But if you’re not careful, your KPIs… Read More »