We’d like to nominate Teri Smith, a Senior Property Manager for Minneapolis-based healthcare real estate company, Davis. She leads a Tacoma, Washington team in the management of a five-building portfolio for Physicians Realty Trust using Building Engines. From Q1 2018 to Q1 2019, the team’s average response rate for 3,700 work orders from receipt to completion was a fantastic 4.25 hours, while “good” work order satisfaction scores were an incredible 97%. Out of her 157 tenant users, her team holds an impressive adoption rate of 77%.
Teri and her team recently completed a six-month curtain wall system project, necessitating a full window and exterior panel replacement, in the winter, in the Pacific Northwest–not an easy feat!
The project occurred at Physicians Medical Center, a 40,000 SF, fully-occupied medical building. This facility provides cancer care seven days a week. Building entrances and parking were affected by scaffolding and the tent-like covering that enveloped the property. Maintaining tenant spaces and property “quiet enjoyment” were a challenge as the building stayed open for the duration of the project. Sophisticated medical equipment and testing equipment had to be protected and moved, and the continued care of the patient experience was paramount.
As a result of this capital project, tenant and common area spaces were improved by the new, energy-efficient windows, enhancing tenant and patient comfort and experience throughout the facility. Teri and her team successfully managed the process from start to finish by keeping in constant and consistent communication with her tenants, leaning heavily on the Building Engines’ Broadcast Messaging tool. Through her time, talents, and perseverance, the project finished on time with stunning results.
Teri and her team recently hosted a building-wide celebration now that construction has been completed. They invited everyone to a build-your-own-burrito breakfast complete with fresh fruit, pastries, and coffee. Her team handed out goodie bags including a branded and insulated lunch tote, lanyard, Seattle Chocolates, and a hand-written thank you note. (Yes, her team wrote 250 of them!) They gave spa certificates to the Clinic Managers who assisted in the project coordination and communication with their teams via monthly update meetings.
Over 100 people attended the event. Leftover food was wrapped up and driven to the Tacoma Rescue Mission, serving those that are homeless and in need. The recipients served by this very deserving nonprofit were so happy to have a hearty breakfast, and our team was thrilled to make a difference in their community.
Physicians Realty Trust is so pleased with Teri’s efforts in managing our Tacoma portfolio and leading an exceptional team. As one of her tenants shared in a recent email, “We certainly appreciate everything your staff does for us. They are always prompt and very friendly.” Teri is a tremendous asset who delights tenants with her professionalism and sunny attitude. She is integral in our ability to exceed our healthcare partners’ expectations.
What do you love most about your role?
The role I have found with Davis and the amazing DOC community is the ability to improve the day to day lives of our clinic managers so they can focus on the care of their patients. I’ve spent many years in property management but always had a heart for the medical field and those who have dedicated their lives in service to others. This position allows me to blend both worlds and provide management and oversight for a terrific owner who truly cares about the work and success of their tenants as well as help make the experience a little better for managers and patients on really difficult days.
What technology do you rely on most in your day to day work?
Building Engines offers us tracking and accountability in a way that allows us to be highly effective in responding and taking care of our tenants. Nothing falls through the cracks and we have the opportunity to take feedback that is less than we hoped and address it quickly so everyone comes away with a positive experience. The mobile app allows me access anywhere and the ability to immediately upload a picture to a work order is a huge time-saver for me!