Managing a team during major upgrades or redevelopment in a commercial real estate (CRE) environment can be a daunting task, but it does not have to be. Transparent communication is one of the most important tasks a property manager has during a renovation project. The key is to have effective project control and have clear and concise communication to minimize disruption to the tenants who work in the building. Ineffective communication and not managing expectations can ultimately frustrate your team and may have a negative impact on the productivity of the project.

It is impossible to overcommunicate during an upgrade or renovation project when there are so many moving parts, but you can under communicate.

There are so many things that need to be carried out, and a great deal of communication needs to be distributed. The key is to be organized, hold recurring coordination meetings with staff, enforce safety and compliance and ensure the team prioritizes the tenant’s experience. Transparent communication builds trust amongst your team and your tenants.

Emphasize Flexibility

The team needs to be flexible. With any type of construction project in an occupied CRE building, there are unforeseen things that can come up at a moment’s notice. The key is to think about safety and how it will impact your tenants. For example, construction may be blocking an egress path for a few days. Once this has been communicated, the property staff should re-route the evacuation route and communicate it with effective signage that can be understood by people who are visiting the property. Initially, there may have been no plans to change the egress paths, but due to construction, the team needs to create a path that keeps your tenants and visitors safe in the event of an emergency.

“Property management and engineering teams have a responsibility to think beyond industry standards, identify potential disruptions ahead of time and act early to ensure our customers never feel the impact,” said Julian Sanchez, Chief Engineer with Cousins Properties.

Safety and Compliance Are Non-Negotiable

So, let’s talk about safety and compliance. This is extremely important if you have renovations occurring in an occupied building. The risks are always higher. The property team should always prioritize safety. It may be up to the property manager or chief engineer to communicate what that looks like on your property. The manager should work with the project manager or general contractor to communicate and clearly identify construction work zones. In addition, you will want to be sure you have strict access control procedures and ensure OSHA compliance and safety audits are conducted regularly. The property staff should also do daily checks of the fire systems, egress routes and air quality. Effective communication with the team is critical when it comes to safety. Don’t assume the team already knows what to do. Communicate clearly and always trust but verify any directive — especially if it involves the safety of others.

Daily Coordination with General Contractor and Vendors

Tight daily coordination with your vendors is a must. Your staff should be conducting daily walk-throughs of the project. If it is safe to do so, the manager should assist the staff in coordinating short walks through the project. The staff should focus on progress (as it relates to the schedule), any conflicts with trade vendors, and, most importantly, safety issues and concerns. The staff should be sure to communicate any findings to the property manager, project manager and general contractor to be addressed. You never know what might be discovered in your walkthrough or what issues might be caught early. A quick walkthrough today can prevent a major issue tomorrow.

Keep Tenants Informed and Engaged

During any renovation where the building is occupied, managing a team that prioritizes the tenant’s experience is critical. As property management professionals, we rely heavily on tenant satisfaction, especially in a Class A building. Communicating with your tenants often is imperative during any renovation. Communication with your tenants should be frequent (maybe daily, depending on the project) and sent early in the day. You want to reach as many people as possible. If you have a building app or email system, this can be a great way to send updates and notices to your tenants. This is where the property manager should designate a person on the team to be the tenant liaison and responsible for sending out any notices that the tenants need to be aware of. Your administrative assistant or tenant services coordinator should be trained in when to send a notification, and the manager should approve prior to sending, if necessary. Communications sent to tenants should include advance warnings for disruptive noises, access changes or outages. Advance communication to your tenants regarding anything that may be an inconvenience should be a critical part of the operation. We all know unforeseen things arise, but the more you communicate beforehand, the more your tenants will be accepting and understanding.

Turning Disruption into Excitement

To this point, we know that the process of renovating is not fun, especially when people are inconvenienced and may not have access to some of the amenities or places they like to frequent during the workday. The property manager should encourage the team to facilitate fun and exciting communications and distribute them to the tenants. You want to get the tenants excited about the renovations and highlight how it will impact them once the work is completed. Your team can do this through posting renderings of the finished product, organizing small tenant giveaways or scheduling a “Grand Reveal” at the conclusion of the project. A grand reveal at the end or simply highlighting and celebrating small milestones in the project is a great way to thank your tenants for their patience. A well-executed plan to keep the tenants engaged can leave a lasting positive impression, turning temporary disruption into a memorable, rewarding experience for your tenants. It is also important to celebrate the wins with your team. Take time to celebrate the accomplishment of completing such a great, rewarding project.

“Major building upgrades come with big unforeseen challenges, but a team that can stay positive, have fun and support each other will always come out on top,” Julian said. “Pressure builds diamonds, but a team that can laugh together shines even brighter.”
Renovations, whether minor or major, are temporary. Successfully managing a team through any type of renovation or redevelopment does not have to be overwhelming or daunting. The key is to stay organized, communicate clearly, prioritize safety and encourage the team to focus on the tenant’s experience.

Renovations change the look of a space or building, but leadership determines how those changes are experienced.

In the end, your tenants and your team will all benefit. A well-informed, flexible and motivated team will be your most powerful tool to get through any renovation project while keeping your tenants happy and satisfied.

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