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CEUSTERS l Property management: interview
‘If you want to unburden your client completely, efficient project management is essential’
M
oving an elevator a couple of feet to the left or right in a shop may seem like a small detail on paper, but it can have a severe impact on the retailer. Because, for example, the ceiling will need to be reconstructed. CEUSTERS’ project managers unburden clients on these relatively small-scale operations, but also on much bigger projects. “We do something different every day,” says Stefanie Van den Rul, Head of property management at CEUSTERS. “Project management is a branch within the property management department in addition to the financial, administrative, and legal management branches. This branch is increasingly growing into a separate business unit, because we notice customers require additional services. More specifically, they need to keep their premises sustainable by doing in-depth renovation works or smaller alterations. We aim to support our clients in extending their buildings’ lifespan, while also engaging in more conventional property management.
The six stages of project management “Project management aims to ensure that work is done as efficiently and effectively as possible, to disencumber the clients, and to improve the customer experience,” says Stefanie Van den Rul. “Nevertheless, clients are free to pick and choose specific services. We don’t insist on taking over all steps, nor do clients have to go along with all of our proposals.” 1 Project analysis. What do we have to accomplish? We list all possible suppliers and draw up specifications. 2 Requesting permits, in case this is required. For example when we alter façades or building structures in cooperation with the architect. Sometimes, this task is the responsibility of the third party that executes the construction works, since we are not a contractor. 3 After the pre-analysis, we prepare the actual requests for quotations and the quotations themselves. Afterwards, it’s up the client to select a contractor. We’re in constant communication and obviously don’t impose our choice. 4 The award stage: in this stage we conclude agreements with the selected suppliers. 5 Following up the work from A to Z. This even entails invoicing, which we first inspect before sending it to the client. He doesn’t pay until we give the go-ahead. 6 The last stage is delivery. We aim to completely unburden the client and strive for top-notch customer satisfaction. Especially in retail parks, this also entails an improved customer experience and long-term added value.
