Property & Asset Management, Brand Workshop Initial Findings January 2017
* To behold the possibilities
Questions & Discussion Findings
1. What are the key things that PAM does? • Delivers service to occupiers
• Tenant management
• Client reassurance
• Money management
• Offer a ‘safety net’ to clients
• Facilities management
• Develops relationships
• Property management
• Manage people
• Tenant relations
• Collects rents
• Great client service
• Adds value
• Marketing (Bewonder*)
• Services buildings
• Sustainability
• Financial management
• Ensuring clients comply
2. Describe PAM in three words only?
3. Describe the PAM culture
• Professional, honest, reserved
Positive:
Negative:
• Solid, reliable, low margin
· · · · · ·
· · · · · · · ·
• Could, do, better • Big, complex, silo-ed • Trusted, large, process driven • Diverse, trusted, complicated • Leaders, targets, ethical • Long term, assured, unprofitable
· · · ·
Family orientated Supportive Nice people Hard working Open Accessible senior leadership Willing Don’t like saying no Inclusive Professional
· · ·
Slow to change Process orientated Cumbersome Risk averse Defensive Compliance driven Silo Limited development Lack of flair / disruption Blame culture Cautious
4. What are PAMs strengths? • Capability
• Annuity income
• Global network
• People
• Scale
• Expertise
• Accessible internally and to clients
• JLL brand & positioning
• Client line of sight
• Client base
• Knowing what clients want
• Transparency of operations
• Reacting to change
• Thought leaders
• Ideas
• Ethics
• Core deliverables
• Passion
• Scale
• Willingness to deliver
5. What are the key areas for improvement?
6. What are the common attributes of PAMs people?
• Too dull / boring • Profitability • Need to take and reward more innovation and personal risk • Too lumbering • Lack of client centricity • Perceived as expensive • ‘Too big to care’ • Arrogance • More effective teamwork • Simplify communications • More training • Improve efficiencies • Reacting quicker to client / sector changes • Occupier engagement
• Skilled • Trusted • Not commercial • Competent • Professional • Honest • Committed • Care about clients • Hardworking • Enthusiastic • Risk averse
7. What does success look like in the future? • Market leadership • Business growing outside and inside • Core clients • Profitable • Run like clockwork, consistently • Retaining more good people • Seamless service delivery • Break in to new sectors • Go-to agent for premium asset opportunities
8. How do you think PAM is perceived internally and externally? Internal:
External:
· · · · · · ·
· · · · ·
Lumbering Not fully understood Complex Process driven ‘Baggage carriers’ Dull Unprofitable
Expensive Complex Trusted Reliable Inflexible
How do we talk internally in PAM?
1. What communication tools currently exist? • Email • Sharepoint • Line management • Yammer • Roadshows • Newsletter • Perform • Team meetings
If PAM was a car marque?
Now: • Volvo: reliable but dull • Volvo: solid and reliable • Ford: reliable / large range of products • Kia: steady / long term guarantee
Future: • Mercedes: reliable, dependable, innovative, top of the market • Volvo: safe and reliable • Mercedes: premium manufacturing with heritage • Jaguar: prestigious and solid
Vision statement Thoughts • The leading practitioner in assured delivery of differentiated property management services • Number one for our clients as a global property management exemplar • Biggest and best property management team • To offer the best people, the best service, the best thought leadership supporting the best real estate investors
• To be the leading property management partner, driving performance as a trusted, innovative and ethical business • Best property management business in the UK as voted for by our clients • To be the industry leading, client centric property advisor
Value statement Thoughts
Values Thoughts
• To service our clients, support our people and aspire to leadership
• One team approach
• Adding real value to real estate through value • To offer high assurance
• Single team • Integrity • Driving profit • Don’t fear failure • Diverse
If you’ve any questions, please contact: Kaye Walker Director, Head of Bewonder* T. 07525 907 156 E. kaye.walker@bewonder.co.uk