UG2’s Experts Answer Your Tenant Services Questions
As industry leaders operating at the forefront of integrated facility services, UG2 has had a front seat to the unprecedented changes in tenant services needs and expectations. Fortunately, the highest expectations can be achieved and even surpassed with the right investment in the right facility services partner. We asked our in-house experts to weigh in on the questions customers ask most often.
1. How can we improve tenant services and increase tenant satisfaction and tenant retention?
The most experienced partner will be proactive, training their employees on data-informed best practices, and will also use technology like tenant portals to facilitate easy reporting of issues and rapid responses. This means tracking metrics, anticipating needs based on both data and continuous communication, and prioritizing preventative maintenance.
2. Does investing in tenant services have a good return on investment?
From amenities to workplace experience, people are more focused on tenant services than ever before, and companies who understand this are reaping the benefits. In fact, the Gensler 2025 Global Workforce Survey found that employees are nearly three times as likely to stay with their company if they are happy with the workplace environment. That’s a pretty impressive ROI.
3. How do facility services experts manage and reduce maintenance requests and “comfort” complaints?
Talented, highly trained and committed staff are key to managing maintenance and service requests, anticipating needs, and reducing complaints. Teams should also incorporate the latest technology and innovations like real-time intuitive dashboards for tracking issues, resolutions, and response times.
4. What are the current trends in workplace solutions?
As today’s employers compete for talent, our customers’ requests go well beyond our signature green cleaning services. In-demand services include stocking snack walls, refrigerator organization, detailed trash outs, storage organization for snacks and paper products, game room cleaning and organization, conference room and collaboration space organization, meeting setup, and front desk and concierge services.
5. Where does hospitality factor into tenant services?
Customer service training is common in facility services, but authentic hospitality is what turns routine interactions into moments that build trust, increase tenant satisfaction and retention, and boost your reputation. It’s the difference between treating someone like they are a number versus creating meaningful connections. Pillars of hospitality include remaining present and engaged, prioritizing safety, forging personal connections, fostering empathy, going above and beyond expectations, fostering empathy, and asking for help,
6. What are the key positions and roles in a tenant services partnership?
Every building and organization has its own rhythm. Depending on needs, services could include front-of-house support, such as reception, mailroom, or switchboard operations; hospitality and event coordination like conference room setup, snack wall replenishment, and event breakdown; workplace operations, including inventory management, document services, or light maintenance; and enhanced cleaning and inspections that maintain safety, comfort, and aesthetic quality throughout the building.
7. How do tenant services needs differ for life science tenants?
Life science organizations like labs and research hospitals have highly specialized needs – and the critical nature of their work leaves no room for error. Facility services providers working in these sensitive spaces must have certifications and training specific to life sciences.
8. How are expert facility services providers staying on top of changing needs, evolving tenant priorities, and emerging trends?
Elite facility services providers tailor their services to meet the precise needs of every customer and facility, and continuously evolve to meet changing demands. Along with collecting data on how tenants use the space and available offerings, the most successful facility services partner will emphasize communication and the human factor in customer service. They are on site interacting with employees, constantly gathering intel and feedback, and reporting valuable information back to the client.
The right service provider is the one who becomes a true partner in creating an exceptional space. If you have questions or ideas about ways that you could better serve your tenants, we’d love to connect.