How Strategic Programming Leads to Customer Satisfaction: Kristen Peters, 300 N LaSalle
A property manager is the tightened screw keeping a huge, complex machine working well. They are the people who resolve a problem before you’ve noticed it, and the ones bringing all the treats to your lobby on holidays (and just because they felt like it that day). At Irvine Company Chicago, we are thrilled to staff property managers whose intentions lie in the Irvine Company mission: to elevate vibrant workplace communities. While there are plenty of outstanding property managers on The Chicago Collection team, we spoke with Kristen Peters at 300 North LaSalle about what “strategic programming” looks like.
Adamant about prioritizing customers’ tastes, the building focuses on keeping everything from dining to fitness to programming in the lobby specific to the customers’ interests. The staff has learned that customers like the grab-and-go approach and free food (who doesn’t?). The most popular events are pop-ups in the lobby — allowing people to take an elevator ride from their offices to pick up a mini bundt cake for St. Patrick’s Day or dress up their hot chocolate on Valentine’s Day.
Kristen says that while these events are popular, there is no reason not to program events that might challenge a “typical” office building’s approach to programming. She explains that their KINETIC™ Fitness Center, powered by Kinema, has introduced meditation classes which are popular, and now regularly scheduled, since customers have demonstrated an interest in something that contributes to worklife balance and wellness, an Irvine Company staple.
The property manager’s primary goal isn’t to respond to customers’ complaints, it’s to anticipate their needs and wants instead. Kristen has learned that sustainability is a huge concern among all customers in the building. Since 300 North LaSalle has received its LEED Platinum badge, sustainability initiatives are simply part of how the building operates. Not content to rest on their laurels, Kristen reveals upcoming plans to expand the rooftop by installing an apiary to safely harvest bee honey for lip balm, honey and candles as gifts for customers. As she explains, “who doesn’t want to save the bees?”
While Kristen and her colleagues on the 300 North LaSalle operations team are continuously gathering insight into customers’ interests, they also develop programming that goes beyond entertainment. Recently, they had a Lunch and Learn with the head of security to talk with customers about security measures and what to do if there were an active shooter in the building. The event was a great success, and has led to ongoing programming to address topics ranging from other aspects of workday life at 300 North LaSalle to authors giving talks on business trends and economics.
As Irvine Company Chicago continues to deliver on its commitment to create seamless communities within each of its buildings, customers are able to work in is an environment that sparks their interests.