“TENANT COMFORT IS NOT LIMITED TO THE BUILDING PERIMETER”
ITKOL company is launching a program for 2017-2018. to improve service for customers of business centers. This event aroused the editors’ desire to receive information from the source. We talked with Alexander Melnikov, CEO of ITKOL, on this subject. – Alexander, exactly what changes await your tenants? Do they really affect the overall level of comfort in your business centers? – Optimization and improvement of the level of service take place simultaneously in several directions. We want to cover and engage the most significant service positions. Firstly, available parking. One of the most painful problems for any car owner is where to park the car. The city is full of transport, and the parking situation, although it is being decided at the level of the Moscow government, there are not enough places, and this service is provided for a fee. On the other hand, sanctions for improper parking, including evacuation, make the problem only more acute. Meeting the needs of tenants in the available space for placing vehicles is a priority. It is the solution of this issue that becomes an important argument in choosing a rental space in business centers. If we are talking about a new building, then they already have underground garages and open parking spaces in the adjacent territory in the project. When a business center is located in reconstructed buildings, this is usually not possible. At least on the desired scale. That is why in the service policy of ITKOL, this task is highlighted as a priority. The tenant’s comfort is not limited to the perimeter of the building. We are exploring the possibilities of organizing parking areas in the closest proximity to the business center and optimizing the available ones due to thoughtful, competent layout. Much attention is paid to the quality of the asphalt surface. The second important point is the catering for employees and visitors. In our business centers this problem is solved through canteens and cafes, as well as in a new format – coffee islands. We decided to brand all the coffee islands in our own name. You can save time and a cup of coffee right now in a branded coffee island on the October Field, Sokol, Baumanskaya and Gabrichevsky. The third item in the program to improve the service was the equipment of telephone charging stations in the reception area. While waiting, guests will have the opportunity to use gadgets without worrying about the duration of their performance. The program also includes plans to deploy vending machines and increase the number of ATMs. Another interesting initiative that we plan to implement in the near future will be the holding of trainings and seminars for employees of tenants. The subjects are supposed to be of the widest range: personal development and personal effectiveness, the development of key competencies of employees, the acquisition of new useful skills in business and individual areas. – How did it happen that you became entrepreneurs with a “sincere approach”? – The time when renting was only a business for the owner is running out. Now the emphasis has changed radically. Today it is a business for people. Client-oriented policy arose from the realities of the market and a new understanding of the necessary and sufficient working conditions. Moreover, such a policy is more than just quality service. The process on the assembly line can also be effective and perfectly debugged, but without personalizing the service to create good conditions, the ideal organization of the service will be a “catering”, and not a “prestigious restaurant”. An important sign of the correctness of the approach is the presence of communication, feedback. – Can you share some example of how such communication proceeds in your case? – We try to act in advance of the request – we diagnose possible inconveniences and opportunities for improving conditions, communicating, being interested, analyzing. The last of the surveys on access to the territory among tenants yielded a double result: some entrepreneurs prefer the territory that is closed to visitors, while others need and it is important to be open to their customers. What decision begs the first moment? There are two obvious ones: to make it as easier for us as owners or a management company; accept the opinion of a simple mathematical majority. But this is not our way. The level of existing modern technical solutions allows you to translate any problem into the category of current tasks. As a result, an option was found that completely suits all parties. Currently, a project is being developed for an automated system for driving vehicles to the territory of business centers. Written requests, approvals, passes will remain in the past. The application will be submitted through any smart device (phone, tablet, desktop computer) to the administrator program, which sends information on permission to pass or travel.