What do retail tenants really want from their landlord?
“They want someone who’ll listen to them, who’ll be empathetic and get them prompt responses,” said Katelyn Wloszek. “They want respect.”
As Phillips Edison & Company’s new director of customer experience, it’s Wloszek’s job to deliver respect to more than 5,000 tenants at some 300 grocery-anchored neighborhood centers across the country. It’s a job taken very seriously at a retail real estate company that calls its rent-payers “neighbors,” not “tenants.”
“During the pandemic, we were in communication with our neighbors more than ever,” said Wloszek, who spent the last five years as a Phillips Edison regional property manager in Cincinnati and Dayton. “We had so many questions from them. We helped them apply for PPP and put together resource pages for them."
A big help was DashComm, proprietary platform the company built to streamline customer service efforts. Participation was lower prior to the pandemic, but today 95% of PECO’s neighbor are logged in to enter service and receive important updates.
“I hope to make DashComm even more essential to our neighbors in the coming years,” Wloszek said. “If we can make them successful, they’ll make us successful.”