Action Case Studies
A major firm of managing agents - winning new businessA major property company - leasing research
The Portman Estate (TPE) - Business Scorecard
A major firm of managing agents - winning new business
Business challenge:
To enable a major firm of managing agents to become the managing agent for a new Central London office project.How we helped:
RealService helped the client to create a visionary concept of what cutting edge customer service means in the context of a new office building.Results and benefits:
Our expertise and insight was instrumental in our client winning the pitch. The key for them in clinching the deal was being able to demonstrate that they are more forward-thinking, more visionary and more in-tune with international best practice than their peers when it comes to customer service.What our client said:
Our client says: "We are grateful for the valuable contribution RealService made in helping us to win this high profile contract. Their knowledge of customer service in the real estate industry - in the UK and across the world - is second to none."How to find out more:
Contact Howard Morgantel: 020 7887 6155
email: howard.morgan@real-service.co.uk
A major property company - leasing research
Business challenge:
Our client is the owner of a diverse range of properties let to small and medium sized businesses. Our challenge was help them find a way to simplify their leasing packages and make sure that they appeal to new and existing customers.How we helped:
We adopted a multi faceted approach that included desk research and a variety of face-to-face interviews and workshops with occupiers and property managers. We started by examining in detail competitors' leasing packages including the language and format they were using. Next we conducted a workshop involving the clients' property managers to determine what they thought their occupiers wanted. We then put together a number of different leasing packages, which we tested during a series of face-to-face interviews with occupiers from across the client's property portfolio.Results and benefits:
The information gained from the research programme enabled RealService to segment our client's occupiers according to their needs and recommend leasing packages to match these needs.What our client said:
A director of the client company says: "RealService was highly creative and thorough in the way it undertook this research project, the results of which were enormously valuable in helping us to improve our leasing packages to better suit our occupiers and to increase income."How to find out more:
Contact Howard Morgantel: 020 7887 6155
email: howard.morgan@real-service.co.uk
The Portman Estate (TPE) - Business Scorecard
Business challenge:
To implement a strategy that ensures everyone in the team at The Portman Estate is clear about how they are able to contribute to the success of the company.How we helped:
We recommended the introduction of our Business Scorecard consulting service whereby the directors start by setting a number of financial, customer service, people and business process targets. Teams within the company then each decide how they will work towards achieving those targets, giving each and everybody a chance to be involved in the process. The Business Scorecard system also tracks the progress made towards achieving the targets over the course of a year.Results and benefits:
The Portman Estate covers 110 acres of land within Marylebone, London, W1, including premium residential properties, shops, offices, restaurants, hotels and commercial premises. The annual RealService Business Scorecard sessions have given TPE Executive members and staff clear direction as to how they can make a difference to the profitability of this vast Estate. It has also given them a chance to have a say in the decision making process.What our client said:
Oliver Fenn-Smith, Property Director for the TPE, said: "There was some uncertainty when we started but now everyone looks forward to our annual sessions facilitated by RealService. The fact that this programme is now in its third year demonstrates that it is really making a difference to our business, particularly in terms of developing teamwork. What makes RealService special is that they have a genuine understanding of the property industry and the facilitation skills to ensure that everyone's ideas are taken into account in deciding how we can each play our part in the Estate's future success."How to find out more:
Contact Howard Morgantel: 020 7887 6155
email: howard.morgan@real-service.co.uk