When it comes to the tenant experience in a commercial building, most people focus on the obvious amenities and services that are on offer. However, there are many “hidden” elements that can make or break a tenant’s experience. These subtle factors can have a profound impact on a tenant’s feelings, productivity, and overall satisfaction with the building.

At Perimeter Summit, a Class A office managed by CBRE Property Management in Atlanta, we understand the importance of these hidden elements. Our suite of tenant experience services is designed to address both the obvious and the subtle aspects of the tenant experience.

The Hygiene Factors vs. the Hype Factors

In the world of commercial real estate, the tenant experience can largely be influenced by two types of factors; hygiene factors and hype factors. Hygiene factors are the basic, essential elements that tenants expect to find in a building, such as functioning elevators, comfortable temperatures, and clean bathrooms. If these factors – which most tenants are likely to take for granted – are not met, tenants are likely to feel frustrated, anxious, or even angry, which in turn will impact their feelings for that building.

Hype factors, on the other hand, are the amenities and services that are designed to impress and delight tenants. These can include high-end health and fitness centres, gourmet coffee shops, and concierge services. While hype factors can be important, they are secondary to the hygiene factors. If the hygiene factors are not met, the hype factors are irrelevant.

The Human Factor

At the heart of every commercial building are the people who work behind the scenes to ensure that the building runs smoothly. These individuals, often referred to as the “unsung heroes,” play a critical role in shaping the tenant experience. From the concierge that provides a welcoming lobby for tenants and their guests, to the community manager who ensures that tenant events are communicated and run smoothly, the engineers who keep the building operational and comfortable, and the property managers who act as rent collectors, relationship managers, and problem solvers, all these individuals have the power to positively impact a tenant’s feelings and experience.

Technology as an Enabler

Technology plays a crucial role in shaping the tenant experience, acting as an enabler that can augment and amplify the physical, environmental, and social aspects of the experience. For example, CBRE’s building app technology can be adapted and tailored to a specific property, putting building connection at a tenant’s fingertips. An app can give tenants access to the building, allow them to book shared spaces, and see the day’s events schedule. It allows them to invite their visitors, log maintenance request and even order their lunch. At the end of the day, with technology playing such an important part in our everyday lives, it’s a given that – if put to work in the appropriate way – it can really support the efficient operations of a building and should often go unnoticed by the building users.

The Power of the Senses

The senses play a significant role in shaping the tenant experience. From the moment a tenant enters the building, they are bombarded with sensory stimuli that can evoke feelings of comfort, anxiety, or excitement. The scent of freshly brewed coffee, the sound of calming music, and the warmth of a welcoming smile can all contribute to a positive experience.

The Importance of Community

Community is a critical aspect of the tenant experience. When tenants feel connected to their building and its community, they are more likely to be engaged, productive, and satisfied. At Perimeter Summit, our Community Management team works tirelessly to create a sense of community among tenants through events, programming, and activities.

The Suite of Tenant Experience Services at Perimeter Summit

At Perimeter Summit, the CBRE Property Management team is dedicated to crafting a truly exceptional tenant experience that goes beyond the basics. Our comprehensive suite of services is designed to create a warm and welcoming environment, where every detail matters. From the hospitality and events teams, who work tirelessly to make every interaction a positive one, to the digital services, which provide seamless access to amenities and information through our user-friendly building app, every aspect of our approach is designed to make tenants feel at home.

But it’s not just about the individual touches – it’s also about creating a sense of community, which is why our Community Management team works to bring tenants together through events, programming, and activities that foster connection and belonging.

Site Amenities

Perimeter Summit is designed to provide a superior tenant experience, boasting a range of luxurious site amenities that make life easier and more enjoyable. From the warm and welcoming atmosphere of the on-site coffee house to the state-of-the-art health club and pickleball courts where tenants can stay active and fit, to the on-site dry-cleaning service that saves time and hassle, every aspect of the community is designed to enhance the daily routine. Plus, the on-site convenience shop offers a range of essentials and amenities, making it easy to grab what you need on the go.

While these amenities are all high visibility, they are made even more accessible through the use of technology. Supporting the overall experience, a dedicated building app at Perimeter Summit is designed to deliver an unparalleled tenant experience. From the comfort of their own device, building users can explore a comprehensive list of amenities and services, including live transit times on the MARTA Shuttle page, ensuring seamless commutes. Their dedicated concierge service is just a click away, and building tenants can even book into exclusive events, making the most of their time in the building. They’ll also have access to a curated neighborhood guide, building team contacts, and a perks program that rewards tenants with exclusive benefits.

The tenant experience is a complex and multifaceted phenomenon that cannot be reduced to a single factor or service. But, by understanding the importance of addressing both the obvious and the subtle aspects of the tenant experience, and that every building user is different and with a different set of needs, motivations, and desires, truly exceptional tenant experiences and memories can be created.

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