That Delicate Balance

For the typical corporate real estate client, the task of managing a service-provider relationship can be overwhelming. Many CRE managers feel a loss of control once the day-to-day service delivery responsibility is turned over to the provider. This transition can be made easier if CRE organizations require their providers to implement a set of account-management tools. Most providers already have a set of tools that fit into every phase of a client’s project, from inception to closeout. For new account transitions, I’ve found one of the easiest and most useful of these is a broker package, although the components of such a package can and do vary by company. And while it would not be fair for me to specifically list all the components of the package that I recommend, at a minimum, it should contain the following:

Clean Lines of Responsibility. One purpose of a broker package is to define clearly which duties are the responsibility of the service provider, the field broker and the client. In typical cases, the broker’s duties include gathering local-market knowledge, market analysis and reports and preparing marketing materials and other collateral.