Buildings People Love are Buildings That Deliver Long-Term Business Value
“People immediately feel a buzz when they walk into a well-run office environment,” writes Greg Lanzillo, UG2’s VP of Strategic Partnerships and Solutions. “Employees are freely walking through the space, collaborating in shared workspaces and lobbies, and spreading out into all areas of the building.”
In his latest Buildings Magazine article, The Occupant Advantage: Turning Building Experience into Business Value, Greg shares what facilities management leaders can do to create comfortable, enjoyable workspaces that also deliver long-term business value.
Building amenities from coffee stations and snack walls to game rooms and kegerators that used to seem like extras are now standard for increasing employee satisfaction and creating a building community.
Even more important? Amenities and the overall building experience are the difference between people tolerating the office and feeling excited about coming to work every day. And that difference is what increases employee retention and renews building leases.
“Working in an upper-echelon building becomes a recruiting tactic for firms to differentiate themselves in a competitive labor market,” says Greg.
Here are five key takeaways from Greg’s article that can help you strengthen the occupant experience.
1. Prioritize perception
First impressions matter, Greg stresses. “That impression influences business outcomes for building owners and occupants.”
Focus on keeping high-use common areas like entrances, elevators, and restrooms clean and easy to navigate with clear signage. Temperature, air quality, and noise control are crucial to keeping these spaces comfortable and safe. They’re also powerful signals of quality.
At UG2, we look at all five senses: sight, sound, smell, touch, and taste. Each of these contributes to a visitor’s first impression as soon as they enter a space. In fact, studies show that it takes less than 27 seconds of meeting someone to create an impression. That’s why our teams are in constant communication to ensure we’re hitting our high cleanliness standards for every sense.
2. Set standards
Every team member should be working from the same playbook. Communicate clear, measurable standards for cleanliness, maintenance response times, and overall presentation.
UG2’s 5-Star Service approach is built on the principle that exceptional service standards result in a pristine work environment. Beyond hiring the best talent who deliver top-tier client service, we use the highest quality products, prioritize technology and innovation, and follow a proven process that sets us apart from our competition.
3. Train staff
Spaces should not only look appealing but feel appealing. Gestures like a friendly greeting upon building entry or proactive assistance can make occupants feel supported and safe.
At UG2, initiatives like our industry leading Training and Innovation Lab ensure we remain on the frontline of skills and knowledge. Whenever possible, we look to hire promote within because our team members have a proven track record of delivering the best customer service.
4. Use data
Occupancy sensors, badge systems, and connected equipment can tell you how spaces are actually used. Trends like peak traffic, unperforming systems, and over crowded areas can inform more effective maintenance, staffing, and cleaning schedules.
UG2 has built data into our facility services model. Whether it’s streamlining work order and asset management or ensuring the right people are spending the right time performing the right jobs, we help our clients use the right data to make better building decisions.
5. Maintain consistency
Occupants start to lose trust in a space if it’s put together one day and sloppy the next. Consistency becomes just as important as quality.
“Walking the building is still the best way to see the space from the lens of the customer,” says Greg. “Presence and visibility are requirements, not differentiators.”
That consistency is the product of high standards and proven processes. A major contributor to inconsistency is high staff turnover. Because we invest in our people, UG2 is made of teams who take pride in their work and who build strong long-term relationships with our clients.
Turn your daily operations into your biggest competitive advantage. With the right framework, facilities management is one of your strongest retention tools.
Read the full Buildings Magazine article added insight or, contact our team to see how TeamUG2 can work with you to turn your facility into a space that has a measurable ROI.