We’re always keen to talk to our customers – finding out how business is getting on or how we can improve their experience here.
It’s important to create a partnership – developing your ideas as well as ours.
We think that this approach has paid dividends – through understanding our customers’ businesses – we’re able to provide flexibility and support to enable growth – seeing many of our fledgling companies move to larger space at Lingfield.
An unusual approach for the property market but we think it’s the right way forward – this thinking now being backed up by our leasing agents, Sanderson Weatherall.
“With a lot of client and supplier relationships, many business owners may move into a new property and find that their new landlord is suddenly less visible than during the deal making process,” said Tim Carter, Associate Partner.
“However, a new breed of landlord is emerging which is more engaged with existing, as well as prospective customers. The aim is to give a better experience and retain happy customers, working on the principal of a bird in the hand being better than two in the bush. These landlords recognise that keeping customers happy and creating lasting relationships based upon listening to customers’ needs and acting upon them reduces churn in occupancy.”
Tim said: “We have had a lot of success in placing clients in Lingfield Point and they tend to stay a long time, telling us that they appreciate the regular contact and the changes and adaptations, however small, which come from that. The management team and owners are regularly talking directly with customers to ensure they are happy and to look for ways of improving the service they provide.
“What every landlord wants is full occupancy for as long as possible and, if customers are not getting the best service, they know there is always a deal to be done elsewhere. That is why some landlords experience churn, because their customers think ‘what are we getting here that we won’t get elsewhere?’”.
We’re rightly proud of our recent independent customer satisfaction survey resulting in all customers that took part rating the service as good or excellent, and 100% saying they would recommend Lingfield Point to other businesses.
“This direct contact, listening and responding to the bad feedback, as well as the good, epitomises the extra mile landlords can go to, to be not only competitive but to also improve the service they provide,” said Tim.
“By reducing churn, the need for landlords to be constantly pushing for new business is eased and they can focus more greatly on providing a better environment for their occupants, which creates a cycle of improvement.”
Fancy finding out more about life at Lingfield?
Call in for a cuppa or speak to one of our leasing agents, Tim Carter at Sanderson Weatherall on 01642 426919 or David Jackson at Jackson & Partners on 01325 352461.