BOMA Tenant Relations & Customer Service Flashcards

What is the most effective strategy for building managers to reduce tenant turnover in commercial properties?

Answer: Proactively addressing tenant needs, maintaining responsive communication, and ensuring building quality exceeds tenant expectations

Tenant retention is most effectively achieved through proactive relationship management, responsive service, high building quality, and genuine attention to tenant needs—creating satisfaction that makes tenants want to renew.

What does a 'tenant satisfaction survey' typically measure in commercial property management?

Answer: Satisfaction with building services, management responsiveness, amenities, maintenance quality, and overall building experience

Tenant satisfaction surveys measure building performance from the occupant's perspective, covering service quality, management communication, building amenities, and maintenance response, providing actionable data to improve retention.

What is a 'service level agreement' (SLA) in the context of property management?

Answer: A commitment to specific performance standards for building services, such as maximum response times for maintenance requests

SLAs define measurable performance commitments for building services, such as responding to urgent maintenance requests within 2 hours and routine requests within 24 hours, setting clear expectations for tenants.

Under ADA requirements, what must commercial building owners provide to ensure accessibility?

Answer: Accessible routes, entrances, restrooms, and facilities as specified by ADA Standards for Accessible Design

The ADA requires commercial facilities to provide accessible routes, entrances, parking, restrooms, and other features following ADA Standards, with the specific requirements varying based on building type and renovation scope.

What is the purpose of a 'tenant welcome package' when a new tenant moves into a commercial building?

Answer: Providing essential building information, contact directories, rules and procedures, and service resources to ensure a smooth transition

A tenant welcome package sets new tenants up for success by providing building procedures, emergency contacts, service request processes, amenity information, and building rules in an organized format.

What does BOMA emphasize as the key characteristic of excellent commercial property management customer service?

Answer: Consistently exceeding tenant expectations through proactive communication, fast response, and genuine care for their business success

BOMA training emphasizes that outstanding property management goes beyond fulfilling basic lease obligations to proactively anticipate tenant needs, communicate clearly, respond quickly, and treat tenants as valued business partners.