Providence Towers & 3811 Turtle Creek: A Case Study in Service October 14, 2016 To attract and retain customers in any industry, you need to know what matters to them most. More importantly, you need good people on the ground who can deliver on those wants and needs in a friendly, reliable way. With both goals in mind, KBS engaged leading real estate research and consulting firm Kingsley Associates to conduct a national survey of all KBS tenants. The findings were informative and praiseworthy–especially for KBS property management partner Transwestern, whose on-site teams at Providence Towers and 3811 Turtle Creek scored significantly above KBS portfolio averages and the Kingsley national average index. As KBS Central Regional President Ken Robertson observed, “Transwestern clearly distinguished themselves from the competition both in terms of number of respondents to the survey and in the quality of those responses.” Providence Towers and 3811 Turtle Creek are Class A office towers in Dallas whose business addresses are among the most prestigious in the area. With its iconic, highly recognizable structure and grand archway, Providence Towers boasts upscale entries and business environments, and an enviable suite of amenities. Just 10 ½ miles south on the Dallas North Tollway is 3811 Turtle Creek, a tower in the highly desirable Uptown market area. The property offers spectacular views of downtown Dallas, Turtle Creek and the Park Cities, access to the strongest amenity base in Dallas and proximity to one of Texas’s most affluent residential areas. The KBS Kingsley survey provided invaluable feedback regarding amenities KBS tenants value most at each property. For example, it confirmed that conference centers, fitness centers and on-site food establishments rank high for attracting and retaining top employee—information that enables KBS to configure amenities in optimal ways. But the survey also highlighted areas that correlate with tenant satisfaction, such as lease renewal, increased referrals and greater rental rate tolerance. According to Kingsley research, on-site teams that do well in areas corresponding to the above make for happy tenants and bring strong value to landlords. …on-site teams that do well in areas corresponding to the above make for happy tenants and bring strong value to landlords. The top two area categories of highest correlation are “overall satisfaction with management” and “management’s accommodation of special requests.” Second to these are three more categories: satisfaction with management’s communication, access and professionalism. Impressively, the two Transwestern teams not only had outstanding survey response rates—83% for Providence and an incredible 100% for Turtle Creek—but, in many instances, achieved perfect scores for Key Performance Indicators (KPIs) in all five categories. KBS Senior Vice President and Director of Property Management Kim Smith attributes this to Transwestern’s emphasis on training and high expectations for staff. Says Smith, “Their training is what brings success to the survey results.” To honor the two teams’ commitment to customer service as evidenced by their high scores, Transwestern presented Providence and Turtle Creek team members with the “Service Excellence” award at a luncheon on October 4, 2016. When it comes to customer satisfaction, KBS is always seeking ways to lead in the polls. Being intentional about learning what tenants want helps KBS identify and provide amenities that matter most to tenants and their employees. When it comes to customer satisfaction, KBS is always seeking ways to lead in the polls. Being intentional about learning what tenants want helps KBS identify and provide amenities that matter most to tenants and their employees. But the work done by strong on-site management ensures KBS delivers on those promises every day. As Robertson acknowledged about the Providence Towers and 3811 Turtle Creek teams, “This is where the rubber meets the road!” The great example set by Transwestern is the true delivery system of everything KBS represents. Transwestern onsite management team members for Providence Towers and 3811 Turtle Creek: Top/1st row, from left – Bill Spoon, Mike Ogden; 2nd row – Danny Horan, Paul Wittorf, Fred Smith; 3rd row – Karrie McCampbell, Joseph Firth, Ernest Villabos; 4th row – Mark Floyd, Lisa Johnston, Staci Fletcher; Bottom/5th row – Kerri Lindsey, Kelly Williams.