On occasion, one
of our clients outgrows its local facility, expands into another part of the
country, or needs real estate advice in a market beyond our expertise.
When that happens,
our role changes.
Rather than simply
referring the client to a broker in another city and hoping for the best, we
employ what I call a client services approach. It includes the
traditional brokerage functions of identifying alternatives, touring
properties, negotiating terms and completing a transaction, but adds another
layer: analysis, accountability and strategy.
Think of us as the
quarterback.
We remain
responsible for understanding the business requirement, helping establish the
real estate strategy, identifying and engaging the right local professionals,
keeping everyone accountable, comparing alternatives on a consistent basis and
making certain the recommendations support the client’s larger business
objectives.
Over the years,
I’ve found these assignments generally begin in one of three ways.
A client has
outgrown its existing operation and needs more space. A company is expanding
geographically and entering a market it doesn’t know. Or an existing location
somewhere outside our home market reaches a decision point: renew, relocate,
expand, contract, buy or perhaps exit altogether.
In each case, our
process begins before we look at a single building.
Understand the requirement
What is driving
the assignment? Growth? Labor? Customers? Transportation? Cost? An acquisition?
A lease expiration?
Square footage is
important, but it is rarely the entire story. We want to understand headcount,
equipment, power requirements, loading, clear height, yard requirements,
employee commute patterns, customer proximity and the timing of the decision.
More importantly,
we ask what the new location must accomplish for the business.
Build the strategy
Once we understand
the requirement, we can determine where the search should occur and what
alternatives should be considered.
Sometimes the
answer is obvious. Frequently, it isn’t.
Should the company
lease or buy? Should it expand its existing operation or open another? Is the
preferred market really the best market? How do occupancy costs, labor
availability, taxes, incentives and transportation compare among several
locations?
This is where
analysis becomes particularly important.
Assemble the local team
Commercial real
estate remains remarkably local.
A broker who works
a market every day understands ownership personalities, upcoming vacancies,
off-market opportunities, municipal issues and nuances that someone parachuting
into town simply won’t know.
Our job isn’t to
pretend we possess that knowledge. It is to find the professionals who do.
We identify and
vet local brokers and, when necessary, attorneys, architects, contractors,
economic-development officials and other specialists. The client gets local
expertise while retaining a single point of strategic accountability.
Create accountability
Here is where the
client services model differs most from a simple referral.
We stay involved.
We establish the
process, timetable and deliverables. Alternatives are compared using the same
criteria. Proposals are analyzed consistently. Calls are scheduled.
Responsibilities are assigned. Deadlines are tracked.
Someone owns the
process from beginning to end.
Execute the transaction
Eventually, all
that strategy and analysis must produce a result.
A building is
selected. Economics are negotiated. Due diligence is completed. Documents are
finalized. The company moves in.
Those are familiar
brokerage functions. But by the time we reach them, much of the important work
has already occurred.
Years ago, I
believed our value as commercial real estate brokers was largely measured by
how well we knew our local market.
I still believe
local knowledge is enormously valuable.
But when clients
grow beyond our geography, our responsibility grows with them. Our value
becomes less about knowing every available building and more about knowing how
to build the right strategy, assemble the
right team, analyze the choices and hold the process accountable.
Sometimes the best
way to serve a client isn’t to have all the answers.
It’s to make
certain the right questions are asked, the right experts are engaged and
someone remains responsible for getting the client where it needs to go.
Allen C. Buchanan,
SIOR, is a principal with Lee
& Associates Commercial Real Estate Services in Orange. He can be reached
at abuchanan@lee-associates.com or 714.564.7104. His website
is allencbuchanan.blogspot.com.