BOMA BOMA Tenant Relations & Customer Service

Question 1

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

Accepted Answer

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

Answer

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.

Question 2

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

Accepted Answer

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

Answer

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.

Question 3

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

Accepted Answer

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

Answer

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.

Question 4

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

Accepted Answer

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

Answer

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.

Question 5

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

Accepted Answer

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

Answer

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.

BOMA - Building Owners & Managers Association Practice Test

BOMA - Building Owners & Managers Association Practice Test

BOMA BOMA Tenant Relations & Customer Service