Best Practice Case Studies
DTZ - property managment conferenceRealService Best Practice Group - study tours
DTZ - property managment conference
Business challenge:
To facilitate on behalf of DTZ a half-day Property Management Conference entitled "Our Customer, Our Business, Our Future".How we helped:
RealService helped to identify key aims for the event and devise a bespoke programme of presentations, round table discussions and workshops in accordance with these aims and based around the theme "Tenants as customers...am I bothered?" On the day of the conference, RealService ensured the smooth-running of the programme and took a lead role in facilitating a number of the sessions.Results and benefits:
DTZ's management team enjoyed a well-run and thought-provoking morning of presentations and debate. They left with a greater appreciation of why customer service is so important in today's market together with a clearer understanding of the priorities and plan of action for DTZ going forwards.What our client said:
DTZ Director, Paul Harding, says: "A few years ago we realized that we needed to re-think the way we worked with our customers and the importance of customer service to the success of our organisation. RealService put together a superbly well-run and constructive event that left our property management team better informed about the benefits of delivering good customer service and with a clearer understanding of our future priorities. The event helped us to set an agenda that we have continued to follow including the introduction of a range of customer service initiatives and employment of a dedicated customer services manager."How to find out more:
Contact Howard Morgantel: 020 7887 6155
email: howard.morgan@real-service.co.uk
RealService Best Practice Group - study tours
Business challenge:
To gain exposure to best practice in customer-focused property management in other countries.How we helped:
We used our international contacts and local knowledge to facilitate and lead a series of study tours to the USA, Holland and Ireland. We applied our skills and knowledge to devise stimulating itineraries that featured two or three visits daily to properties of interest. At the conclusion of each visit we chaired an open discussion session involving delegates and hosts, the purpose being to promote active learning. We organised all aspects of the tours including travel and accommodation and pre and post tour administration.Results and benefits:
Delegates left the study tours excited, motivated and armed with a host of fresh ideas to improve customer service within their own organisations. Delegates gained insight and vision and valued the opportunity to network and share ideas with like-minded colleagues from home and abroad.What our client said:
Tim Stephen, who is responsible for the day-to-day management of the portfolio at Marchday, has been a delegate on all three tours. He says: "The RealService study tour to America proved the biggest eye opener. After that tour we changed our language from 'tenant' to 'customer' and we became more customer service focused in our approach. We also introduced use of BlackBerrys and adopted a less hierarchical structure to speed up our ability to respond to issues and make decisions. The knowledge and insights gained from RealService study tours over the years have had a profound impact on our business."How to find out more:
Contact Howard Morgantel: 020 7887 6155
email: howard.morgan@real-service.co.uk
or
Louise Freethy
tel: 020 7887 6155
email: louise.freethy@real-service.co.uk