We have already touched on the topic of competent management and cost reduction in the business center. Today we will talk about the opposite of things: what is definitely not worth saving. If you structure these things into categories, you get 4 main points: finishing, engineering, cleaning and staff. Staff The topic of staff qualification is extensive, but we wanted to say something else. Miracles do not happen, and qualified employees do not stand in line for a salary 50% below the market. Only one illiterate or inattentive engineer is able not only to destroy the ventilation system of your business center, but also to spoil relations with all tenants. Therefore, carefully select personnel and enter a multi-level control system to prevent material and moral damage. An equally important aspect is the “cultivation” of the internal personnel reserve, in case you, as an owner, follow the path of forming your own state of exploitation. Or the presence of an external company training center and programs for the involvement of personnel in the formation and implementation of quality standards of services. Stephen King is a writer, not a businessman. But his phrase “When you save on trifles, it usually goes sideways” corresponds to most business concepts.  Engineering systems Burnt light bulbs, unlit staircases, stuffiness or bad smell in the room will cause a lot of complaints from tenants, and a broken toilet or clogged sink paralyzes the work of the company. Such a “service” on an ongoing basis will force tenants to leave your inhospitable business center. Therefore, it is dangerous to save on sanitary equipment, light bulbs and consumables for life support systems and safety. Through specialized software applications, enable residents of your business center not only to talk about the problem (for example, by sending a photo of the problem area), but also to play the role of not only critics, but allies with an indifferent attitude. If you are at a loss with a choice of similar soft - maintenance, we are always ready to consult you. Cleaning Tenants rent offices based on the cleanliness and order in the premises. Therefore, the cleaning schedules should be strictly observed, and the funds for cleaning should not end. You cannot look at 5+ if the toilet paper, garbage bags are out of the bathroom, and the dispenser does not give out liquid soap (Imagine if this happened in a 5-star hotel?). You should not save on high-quality cleaning products: cheap counterparts may eventually ruin the presentable appearance of metal, ceramics and glass. Update repair will cost much more. If internal and external landscaping is provided in the BC, consider the cost of caring for the plants - without additional dressing and watering, they will quickly lose their decorative effect. Finish The temptation to save on the stage of finishing the premises arises from each owner: does it really make a difference for the tenant how much paint for the walls in the office cost? But uneconomical savings is the case when the costs for the further maintenance of the object far exceed the planned ones. In the paint example, this means that the walls cannot be rubbed during cleaning, or literally in a year they will have to be repainted.  Things that can not be saved in the repair: Windows - they provide the correct noise and heat insulation; Doors and fittings - in office space they carry increased load; Tiled carpet: this coating has a high degree of maintainability. The same applies to other floor coverings: modular floors are always more expensive, but easier to use and repair than roll; Coloring the walls. The walls in the office are subject to temperature changes and drafts, so the classic paint on the putty is rarely used. Wallpapers for painting or wall panels are more practical.

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/