The report looks into the relationships between office owners, managers and occupiers – and calls for action to improve customer service.
And, that’s where Lingfield Point comes in…The business park has a unique approach to customer care, equating its offer to the level of service people staying in a five star hotel would receive.
The case study highlights the fact that Lingfield Point’s award-winning ‘contemporary loft-style offices ooze soul and personality .’
With office space in Darlington available from 200sqft through to 50,000sqft+ – there is space available for any shape and size with a service standard that is hard to beat.
The report says: “There are not many places where you can experience the beauty of beekeeping, marvel at Freya the hawk and meet with colleagues in a recycled VW camper van.”
Lingfield Point is owned by a fund managed by Clearbell, an independently-owned private equity real estate fund, which uses creativity and a customer-orientated approach to continue to recycle the office spaces from buildings that were once part of Patons and Baldwins – the world’s largest wool factory.
Dominic Moore, Clearbell’s asset management director, said: “The on-site team ensures an outstanding service standard is delivered with Lingfield Point’s typical flourish of creativity and quirkiness.”
Sara Williams, head of marketing and business development, said: “Property is about people not bricks and mortar. People are what make Lingfield Point unique. It’s about understanding the people behind the businesses and how we can make their world easier to operate in.
“We have slogans such as ‘Work Nice, Play Nice’ ‘Work Sweet Work’ and ‘Work it’s a Beautiful Day’ which embrace Lingfield Point’s spirit and sum up a place where good business feels at home.”
The BCO’s research carried out by Real Service shows that while two out of three office occupiers are happy with the quality of their office space, less than one in three feels the industry understands their occupier needs. This clear gap between customer expectation and customer experience has led the BCO to suggest a ten point action plan to improve alignment between owners, managers and occupiers. It also says that a greater understanding of occupier priorities is needed and that ‘building performance’ should be redefined.
Lingfield Point conducts regular perception surveys to monitor the standard of customer service offered – with all of those that took part rating their overall satisfaction as good or excellent – and 100% would recommend Lingfield Point to others looking to make their business home at Lingfield Point.
Chris Richmond, Chairman of the BCO Occupier Group and Head of Real Estate, PwC, said: “ ‘The customer is always right’ is a motto that exhorts business to give a high priority to customer satisfaction. While this may be true of many service sectors, UK office occupiers’ perceptions of real-estate suppliers continues to be one of disillusionment and frustration.
“Some landlords have already identified a need for reform, and are forging a cultural change, recognising that it is business occupiers who drive the commercial buildings they develop, and manage, and with whom they need to engage to understand ever-changing modern business practices.
“This report sets out what we at the BCO see as an important course of action to impact a step-change in the industry, but only time will tell whether this will lead to prescriptive service-level commitments in line with other sectors.”
One of the suggestions in the report is to redefine the service standard – we believe that Lingfield Point has set the bar high and we are delighted to be the focus of a case study by the pre-eminent industry experts.
If anyone wants to see for themselves how we do it, we’d be delighted to welcome them to life at Lingfield.
Property sector is ‘lagging behind’ in terms of customer service
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Workplace Insight – UK property industry ‘lags-behind’ customer service revolution says BCO
Facilities Management Journal – BCO research calls for greater occupier satisfaction within UK office industry