5 Key Tips to Achieve More Satisfied Commercial Tenants

Customer Satisfaction is the key to success for commercial property companies. Proactive communication, sustainability, and customer-focused leadership are the keys to securing revenue, strengthening brand identity, and building long-term relationships with tenants.

Through proactive dialogue, sustainability, and customer-oriented leadership, companies can secure revenue, strengthen their brand, and build long-term relationships with tenants.

In a market characterized by increased competition and high demands from tenants, the customer experience has become an increasingly important factor for the success of commercial property companies. It's no longer just about offering attractive premises in prime locations – it requires strategic and customer-focused work that permeates the entire organization. The most successful property companies have understood that a well-functioning customer dialogue and high customer satisfaction are crucial for long-term profitability in a changing market.

Frida Kullh, CEO of AktivBo Sweden, shares her insights on what she sees as the common denominators for the most successful companies.

"The short answer is that successful commercial property companies always keep the customer in focus. It might sound obvious, and it’s not different from other industries," says Frida Kullh, CEO AktivBo Sweden.

AktivBo specializes in Tenant Experience and customer satisfaction within the real estate sector. Over the years, they have observed a clear shift towards more customer-focused strategies in property management. Commercial property companies now operate in an increasingly competitive market where conditions are changing rapidly.

"In the last two years, we've seen more companies seeking deeper insights into what their customers think and what their needs are. Many have faced challenges with vacancies, and retaining existing tenants is critical to business success," continues Frida.

Proactive Dialogue and Continuous Improvement

The most successful property owners engage in an active and ongoing dialogue with their tenants. It’s not just about responding to issues, but also about regularly assessing future needs and identifying opportunities. Key questions often include:

• How are the premises and services perceived by tenants?
• Are technical solutions and digital tools adequate and user-friendly?
• How can property owners contribute to the tenant’s business success?
  

Frida Kullh highlights that proactivity is often what separates the best from the average. Regular visits, follow-ups, and a genuine willingness to listen build trust and strengthen relationships. This also reduces the likelihood of tenants exploring other options when their lease expires.

For property companies, this means offering flexible solutions tailored to the unique needs of tenants, both at the time of move-in and throughout the lease period. Here, open dialogue and attentiveness are crucial.

Branding is also a key consideration, as tenants increasingly want spaces that align with their own corporate identity and reflect how they wish to be perceived.

What tenants are looking for:

• Modern and representative spaces that mirror the company’s brand.
• Environmentally certified properties that support their sustainability goals.
• Flexible lease terms that allow for adaptation to changing needs.

Sustainability as a Competitive Advantage

Sustainability is no longer just a trend – it’s a critical factor for many tenants. Properties that are environmentally certified and offer solutions for sustainable commuting, recycling, and energy efficiency have a distinct market advantage.

While sustainability is often associated with new and modern buildings, significant progress has been made in areas like material recycling for renovations and refurbishments.

For property companies, this means investing in eco-friendly solutions and communicating these efforts effectively to tenants. Sustainability has become an increasingly important aspect from a branding perspective, as many companies want to present themselves as leaders in this field.

Safety and Collaboration: Keys to Attractive Areas

Safety has also emerged as a key priority for tenants. Property companies that successfully address safety often employ strategies that involve collaborating with other local stakeholders.

Improving lighting, enhancing staff visibility, and fostering dialogue with residential property owners and municipalities can help ensure that an entire neighborhood is perceived as safe and welcoming.

In areas with a mix of commercial properties and residential spaces, several companies have seen the value in collaboration to overcome shared challenges, benefiting both tenants and residents alike.

Striking the Right Balance Between Technology and Tradition

Technology plays a vital role in enhancing the customer experience, but it can never replace personal service. AI-driven customer support solutions and digital communication tools are valuable complements, but Frida Kullh emphasizes that it’s still the quality of human interaction that counts.

"Whether it’s an AI bot, an app, or a face-to-face meeting, the quality of the interaction is what truly matters. It’s about meeting the customer where they are, on their terms, and ensuring they receive the answers they need."

Customer-Centered Leadership

A customer-focused leadership approach is crucial to creating an organization aligned towards the same goal: satisfied and loyal tenants. Frida Kullh stresses that this focus must come from the leadership and be ingrained at all levels of the organization.

"Customer satisfaction cannot be treated as a standalone function. It needs to be integrated into everything, from strategic decisions to everyday interactions with tenants. Without this holistic approach, you risk losing both customers and revenue."

This methodology allows property companies to anticipate tenant needs, offer tailored solutions, strengthen trust in customer relationships, and build long-term partnerships. It also positions the company’s brand as one of reliability and quality.

Frida Kullh concludes:

"The companies that excel at listening to their tenants and being proactive in their communication will undoubtedly be the winners in the future."

5 Key Tips for Succeeding as a Commercial Landlord

1. Put the Customer First: Foster a customer-oriented leadership culture that permeates the entire organization. From management to property maintenance staff, the focus should be on understanding and meeting tenant needs. Regular follow-ups and proactive communication will ensure strong, long-term relationships.
2. Be Flexible and Responsive: Adapt to tenants' evolving needs by offering flexible lease agreements, opportunities for space modifications, or adjustments to layout. Maintaining an ongoing dialogue with tenants helps identify these needs in advance.
3. Adopt a Proactive Approach: It’s not enough to simply maintain customer care; a proactive strategy is essential. Regular visits, follow-ups, and an eagerness to listen will build trust and enhance the relationship, reducing the likelihood of tenants seeking alternatives when their leases end.
4. Prioritize Safety and Collaboration: Create a safe environment for tenants and their employees, both inside and outside the property. Collaborating with other property owners, municipalities, and local stakeholders will enhance safety and the appeal of the area.
5. Integrate Sustainability into Your Offering: Use sustainability as a competitive edge by offering environmentally certified properties, energy-efficient solutions, and sustainable transport options. This strengthens not only the tenant's brand but also drives long-term profitability and positive societal impact.

Text: Thomas Hallberg, Förvaltarforum