Real Service
We actively support Real Service, a member organisation dedicated to helping the property industry improve customer service and generate improved performance
Real Service was founded in 2004 by Kingsley Lipsey Morgan with the support of the British Property Federation. It provides the property industry with a forum for sharing and benchmarking best practice in customer service by:
- Encouraging networking and providing a forum for members to discuss best practice.
- Developing service benchmarks which allow members to compare their service delivery skills and measure the impact on property performance.
- Organising training and continuing professional development.
- Providing information to members on latest trends and techniques.
- Organising study tours and visits to organisations within and outside the property industry.
The Real Service Best Practice Index is a confidential benchmarking report which measures how far each member organisation has progressed in the adoption of best practice in customer focused property management. This enables members, such as British Land, to compare performance and identify opportunities for further progress towards best practice. Performance is assessed on the following measures:
- Service strategy.
- The occupier customer.
- Products and services.
- People and leadership.
- Business operations.
- Measurement.
We use the information from this confidential report, together with other feedback from occupiers, to identify areas to bring about operational improvements. For instance the development of our Key Account Programme, consolidation of our supply chain and introduction of key performance indicators for our managing agents in 2006.
In 2005 our occupiers said...
“Come and talk to us, tell us who you are and find out who we are.”
In 2007 our occupiers said...
“Their style of doing business has changed. There's more contact and communication between us and they understand our issues much better than they used to. We're in high level talks with them at the moment and I'm perfectly satisfied with their approach.”
“As well as the day-to-day contact with people at British Land, there is a social element to the relationship. Social interaction is an effective way of understanding us better and what drives our business.”
“They have become easier to contact and appear to be more responsive than they were. I now have a list of who's who within British Land.”