Building Relationships

Working together to understand occupiers' needs

In 2007 you said:

"It would be good to get to know each other better. A mix of update meetings and informal social gatherings would facilitate this. I'd welcome the opportunity to do more business with them."

"The relationship is now excellent. They have improved significantly over the past year. British Land used to be slightly aloof, but they are learning now to be more approachable and are realising the importance of a good relationship with their tenants."

So we will be doing more to:

  • Extend the Office Key Account Programme to encompass the majority of our office occupiers.
  • Build on the success of our Retail Key Account Programme, by increasing contact and establishing key relationships to discuss property management issues with retailers.
  • Explore ways to increase communication for all our occupiers.

In 2005 you said:

"Their people need to build relationships with their customers."

So we:

  • Established a Key Account Programme for 85 customer relationships.
  • Gave senior management responsibility for these relationships.
  • Built relationships with you.
  • Improved understanding of your changing business needs so we could support you more effectively.

72%

UNDERSTOOD THEIR NEEDS


In 2007, 72% of occupiers said that British Land understood their needs, compared to 37% in 2005.

Watch a summary presentation on what we did following the 2005 Occupiers' Survey and what we now plan to do improve relationships and service further.