image_pdfimage_print
Health Care REIT’s Management Services Group (MSG) (NYSE:HCN) recently introduced its new Service Brand to further develop strong tenant relationships and to standardize customer service across its nationwide network of medical office buildings.
 
Since its inception, MSG has placed a premium on providing best-in-class service to its tenants, and this dedication is apparent in the results of the independent tenant surveys conducted in 2009, 2010 and 2012. In the most recent survey, conducted by Kingsley Associates, tenants ranked MSG in the Top 5% for tenant satisfaction in Kingsley’s Medical Office Building Index, the industry’s leading performance-benchmarking database.
 
To capitalize on the direct tenant feedback gathered in the surveys, MSG analyzed the key drivers of satisfaction to get to the core of what its tenants expect from their property management company. “We just went to our customers, our tenants, and really got what was important to them,” said Michael A. Noto, Senior Vice President – Management Services Group.
 
The result was the identification of the four core fundamentals of the MSG Service Brand: rapid responsiveness, reliable results, can-do attitude and proactive communication. Each fundamental bears equal importance and is inherently linked to the others. With a portfolio of 218 properties across 31 states, quality consistency can be a challenge. The Service Brand serves as a simple and repeatable mantra that has quickly spread companywide and is now the cornerstone of MSG’s corporate culture.
 
“Our standards are important for our tenants because we want to be number one to them. We want to be sort of like a family that they would come back to,” said Kate Moore, Senior Property Manager in St. Louis, MO.
 
Elizabeth Bolden, Property Manager in Phoenix, AZ, agrees. “We love it. We know this is what is going to make us grow. We know this is what is going to make us stand out above all others.”
 
MSG’s ultimate goal is to support the delivery of healthcare through supporting its tenants’ business objectives. This means focusing not only on exceptional building maintenance, but also on being in tune with tenants’ needs. “For Health Care REIT as an organization, it’s a long-term view, Noto said. “We develop relationships. We support our partners. And in doing so, we grow.”