Keep your face! Who do you think is the face of your business center? No, this is not a director or manager. These are the people that visitors first see at the entrance to the building - representatives of the security service and reception service. And if they have committed rudeness or inattention to the visitor, be sure: this is exactly what will be remembered by a person in the first place, fairly smearing all the other advantages. Therefore, the work of these two services should be regularly checked and tried to explain to employees what client orientation is. Unless, of course, you have dealt with this concept yourself. Correct orientation What is easier - guess the desires of customers, make them come back again, bring friends and acquaintances and make a profit. In fact, customer-oriented service often turns into obsession. Fortunately, this is more typical for retail, and not administrative service. However, the opposite approach is encountered here: complete inattention to the visitor, when the question of how to get to the office of company X silently indicates the light panel. A polite and friendly attitude to visitors requires some training - this is not an innate quality. If you manage to find such an administrator or guard the first time - this is good luck. Rather, you will encounter the fact that in difficult situations an employee will become confused or start to snap, or even be rude to a visitor. How to avoid it: • Conduct a personal interview with the candidate; • Use provocative questions and simulations during the interview. The client-oriented employee differs from the usual ability to work with objections; • Prepare conversation scripts; • Introduce penalties. But the main thing - do not waste time trying to make Galatea of ​​the statue. During this time, your customer flow will decrease significantly. Guard or guide? There are two types of guards: those who are allowed into the room, and those who are not allowed into it. The second option is the protection of banks, warehouses, closed enterprises. In business centers, we work with the first type, which combines the functions of a checkpoint and a guide at the facility. Of course, from the point of view of the guard himself, the second part of the task is superfluous. The guard is the first person seen by the visitor. Therefore, it is the security guard who is most often asked questions about how to get to this or that room, how to get to the metro station, where the nearest cafe or store is located. Accordingly, the security guard of the business center should be well aware of internal navigation and the nearest infrastructure facilities. And do not forget to follow the procedure. Checking the work of the security service, make sure that the staff correctly understood the tasks assigned to them. How can I help you? The main task of the reception staff is to know all the tenants of the building, their trademarks and legal entities, and their fields of activity. A client’s request may sound not only “How to get to company X”, but also “Somewhere you have an office here”. After issuing the pass, administrators must correctly explain exactly where to go to the client, where there are stairs, elevators and escalators. The important point: the tasks need to be solved promptly and to prevent the occurrence of “traffic jams” - crowds of visitors waiting to solve their problem. All current work should also be hidden from prying eyes: there should not be a pile of unparsed correspondence and so on at the front.  Typical little things that spoil the picture According to customer surveys of BCs, the following situations most often annoy them: • The staff has an unfriendly facial expression; • Employees talk on a mobile phone or with each other and do not pay attention to visitors; • During the lunch break there is no administrator behind the counter; • The staff has lunch at the workplace. The expression “hold face” applies to the business center. In this case, it means that all uncommon or conflict situations in the lobby will be resolved immaculately and politely.

In conditions of high competition in the commercial real estate market, it is extremely important to adhere to two rules: to ensure maximum comfort for tenants and visitors and to reduce operating costs. In both cases, modern software comes to the rescue. The range of tasks that the software solves is very wide: from control over engineering systems and building design to infrastructure management. Conventionally, they can be divided into two groups:  Software for control and management of engineering systems - BMS, Building Management System. Another name ASUZ is an automated building management system.  Software for Fasility Management , designed to manage operational services and infrastructures. This includes the reception, cleaning, security, engineering services. In a separate subcategory we make the software to control access mode. Benefits of using software The introduction of a specialized information system facilitates the compilation of a list of planning and preventive works (CPD), accounting for tenant applications, analysis and monitoring of CPD. This is a kind of audit of all infrastructures online. The more applications for work come from tenants - the worse the quality of the outage. The software system for Fasility Management can be integrated with BMS: in this case, the system automatically creates a ticket in case of a failure. Optimized processes for the purchase of consumables and stock replenishment: savings of 25-30%. But in general, equipment maintenance costs are reduced by a third. "Cloud" or "box" Disputes about the benefits of each type of software do not diminish, but when choosing, it is better to be guided personally by your tasks. Standalone is software that is maintained by regular developers. SaaS (software as a service) is software with remote access. His support is made by the supplier. The first version of the service works autonomously, for the second, respectively, Internet access is required.  Pros and cons of the “boxed” solution: 1. High initial cost, with a monthly surcharge usually absent; 2. Own control over data security; 3. The possibility of conflict with the already installed programs; 4. The need to have its own staff of developers; 5. The ability to adjust and supplement the software for their tasks. Pros and cons of "cloud" services: 1. Payment for software rental; 2. With the right choice at the stage of negotiations on the acquisition of an opportunity to avoid conflict with operating systems; 3. There is no need to buy servers and maintain a staff of developers; Access via mobile devices; 4. Unlimited memory. Quick Selection Guide Service solutions should be convenient not only for the management company, but also for tenants, therefore a feedback module is needed in the software. When buying, specify the time frame for the software to be integrated, and also create a project team. The simpler the interface of the program, the better, it will save you from the need for long-term staff training. Pay attention to the following details: 1. Availability of main modules schedules and schedules. 2. Convenience of making preventive maintenance. 3. Clear application log. Key performance indicators of the engineering service are speed, quality and feedback. 4. The presence of a mobile application and its adaptation to all models of smartphones, especially the unit of work with PPC, reception and tenant requests. 5. The functional unit of inventory accounting (their receipt and write-off). Examples of existing services 1. Claris “Automation of business center management” http://www.claris.su/industry/managercompany.html 2. Supervisory Control And Data Acquisition (SCADA) - Dispatch Control and Data Acquisition  http://sunline-automation.ru/products/29-nashascada.html 3. Automation of servicing of FM Commander objects http://fmcommander.com/

The most modern, architecturally and technically perfect business center is not a viable unit without tenants. In order for it to work in full force, competent management is required. The choice here consists of only two options: organize your own management company, or rely on professionals from the outside. Let's try to weigh the pros and cons of each of these decisions. To begin with, we will define the terminology. UA deals not only with the maintenance of the building, but above all with the increase of profitability. In the Russian market, not everyone agrees with this interpretation. You can meet the sites of "management companies", where cleaning services are perfectly described, but there are no case studies confirming the actual management of facilities. In commercial real estate has its own terminology of management (management) triad: Asset management  - asset management or trust management; Property management  - property management (income minus expenses); Facility Management  - building infrastructure management (optimization of operating costs). The last option, Facility, solves a limited amount of tasks in the BC, so in the "solo" version it cannot replace the work of the management company, but is only one of its directions. So, object management is Property management. External management The main advantage of the external M is the ease of interaction between the parties. The owner of the business center does not buy people, but a certain service (or rather, a set of services, competencies, knowledge and reputation of not one person, but the whole range of services offered by the external management company). Accordingly, the result of the work of the MC is assessed very simply - she managed to increase the profitability of the business center or not. This significantly saves the time of the owner and allows you to get the predicted result, which can be fixed in the contract. Other advantages of this solution: 1. The staff of a professional management company consists of employees with relevant experience - no need to spend time and money on retraining your own staff; 2. To resolve issues and interact with the MC, one full-time specialist is sufficient; 3. Service takes place in accordance with the agreed quality standards; 4. The owner removes the risks of working with employees who are not residents of the Russian Federation; 5. The Criminal Code sets the ideology of service standards, as it understands and feels the end user of services - the tenant. Cons for the owner of only two. The first is the cost. Attracting an external management company is likely to be more expensive than creating your own, but this point is offset by professionalism and the ability to provide a higher level of profitability of the object. The second and main disadvantage is trust: it’s not so easy to open up and share the “pain” to a stranger, and even more so, to entrust the management of your “brainchild” of a third-party Criminal Code.  Self management To the obvious advantages of creating your own management service is the ability to control the situation and operational priority setting. In practice, this requires a certain professionalism (retraining of personnel or a new staff). Own operation service, perhaps gives a chance to reduce the cost of Facility Management, but there is a risk of duplication of roles and functions. Without a look at the Criminal Code, as an independent business unit, even if it’s your own, but without relevant experience in the external market, you can easily lose in the speed of reaction to the expectations and requirements of tenant customers.  Significant deficiencies that the owner will face: 1. Double commission for attracting tenants (both the staff member and the third-party broker must pay); 2. Lack of free time: the need to control the work of departments and solve problems of employees; 3. It will be necessary to independently search for personnel and build a personnel management scheme from scratch. At the same time, professionals will prefer to work not with the owner, but in the external management companies; 4. Most likely, some of the functions will double, and the state will be inflated; 5. The human factor: absenteeism, illness, not going to work for employees, in some cases - theft of staff. Fast or forgotten? We must not forget what David Weiss said at that time, the head of NorthernTelecom, “in the future there will be two types of companies - quick or dead.”  In fact, an external company that is accustomed to give all the best in the competitive real estate management market takes not price, but speed. For the current real estate market, the speed of response to the needs of tenants, the speed in proposing the best management practices, the speed in search of new services, the speed with which the MC enables its customers to be heard is “more than money can buy”. Agility and efficiency today rule even in such a conservative business as PropertyManagement. Are we ready to take on Craig Barrett's challenge from Intel “to move at maximum speed, blasting the road behind us? So, "Responsibility is a consequence of certainty." Define your tasks and priorities and weigh your own possibilities: this will help you make the right choice.