Corporations are turning to those commercial real estate professionals who are customer oriented and quality driven to represent them throughout the process of aligning the real estate needs to the driving force(s) within the company and/or business unit. This relates to value‐added services from consulting in the strategic planning phase to advising in the process of the lease renewal/relocation, purchase/built‐to‐suit . . . along with the requisite negotiating and move management services. Quality is becoming a competitive weapon. A service provider’s success depends on being perceptive to their customer’s needs and being able to link the client’s expectations with the firm’s service capabilities. This paper reviews the total quality management (TQM) philosophy with its customer‐centric thinking and in relation to the tenant‐representation process.
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