W&H tenants who wish to comment on the quality of management and facilities services in their buildings have several options at their disposal.
They can email their building management at any time. They can phone their building management at any time. And now they can participate in the annual W&H Properties tenant satisfaction survey.
The survey, which was first introduced last summer, is both quantitative and qualitative. Tenants rate 42 characteristics of their buildings and management on a scale of one to five, and they also have the option to provide additional comments at the end of the survey. The topics covered include appearance and condition of buildings, building features, cleaning services, and responsiveness of building staff and management.
The results of the first survey have proved to be extremely useful. Richard C. Heller, who oversees W&H Engineering Supervisory Services, explains, "The surveys are a tool for service improvement. After we analyzed the data, we set up meetings with each managing agent and discussed any issues, good or bad, that emerged from the results. If action needed to be taken, we took action."
One particular action was especially well received – five respondents (one from each building) won a $250 gift certificate in a raffle in which all respondents were automatically entered.
"Entering the raffle is a plus, of course," notes Mr. Heller, "and we certainly believe in giving more than a penny for your thoughts. The main benefit to tenants, though, is peace of mind. They know that whatever they say will be taken seriously by W&H. They know that we will pay attention and respond."
The next survey will be taken this summer. In the interim, all tenants are encouraged to provide email addresses to their building management to facilitate survey distribution as well as ongoing communication. Speak up! We'll listen.
