Empowering Building Managers: Handling Non-IT Issues Like a Pro

    Building managers are the unsung heroes of property management, ensuring that tenants, guests, and occupants enjoy a seamless experience. While IT expertise will not be your primary focus, knowing how to handle non-IT issues effectively can set you apart. This guide is tailored to building managers, offering insights on providing top-notch support for your tenants and occupants.

Empowering Yourself with On-Site Know-How

    As a building manager, you don't need to be an IT expert, but a basic understanding of common non-IT issues can make a world of difference. Here are some scenarios where your knowledge can shine:

1. Conference Room Tech Support:

Scenario: A tenant is struggling with the audio/video equipment and Wi-Fi in the building's conference room.

Solution: Be familiar with the conference room setup. Troubleshoot common issues like connecting to Wi-Fi or using the projector. Have user-friendly guides on-hand for tenants and offer assistance when needed. Use your self-resourcefulness to learn your systems and create laminated or framed guides, communicated concisely and with brevity. Post those guides in areas common to the surrounding so those in that area of the building will have easy means of quick-reference.

Additionally, if your guests schedule use of an area, send in your confirmation of the schedule some instructions on how the equipment works in that room. This way, when they arrive, they're already armed with references and knowledge on how to lead a successful event with little to no help from management.

2. Electrical Hiccups:

Scenario: A common area experiences a power outage.

Solution: Familiarize yourself with the circuit breaker panel locations and how to reset tripped circuits, allowing for a quick resolution. If critical IT systems are impacted, open a ticket.

3. Amenities Maintenance:

Scenario: Gym equipment or devices require maintenance.

Solution: Establish a maintenance schedule internally and with vendors and promptly address issues to ensure amenities remain in excellent operating condition. If your members show a routine behavior, or schedule arrival -- provide them with a standardized guide your team has created on how to use any systems or equipment these areas offer. Consider newsletters, only sending them to those who subscribe/solicit them. Anything more can be considered spam, and might be in bad taste.

4. Elevator or Escalator Glitches:

Scenario: Elevators or escalators stop working.

Solution: Know how to reset elevator systems or provide guidance to occupants while awaiting professional repairs. Notify the proper authorities, vendors, and leadership as appropriate.

5. Fire Alarm System Alerts:

Scenario: Occasional false alarms or system malfunctions.

Solution: Be aware of how to reset the fire alarm system and when to contact a professional vendor for assistance.

Educate Yourself for Tenant Satisfaction

    Empowering yourself with non-IT knowledge not only enhances tenant satisfaction but also makes your property management role more efficient. Here's how you can ensure you're well-prepared:

Nurture your Tenants/Occupants: Some might elect to use legitimate newsletter systems, aimed at customers who have no objection to being included in them. In each communication, provide instructions on how to opt-out should they no longer desire or need the details. Sending a newsletter? Pop in a "how-to" you've created as an extra, should they ever want to use something they've not before, or use it better if they've previous experience! Plus, the bonus content might serve as a surprise to them should they not have known we offered that amenity!

Learn Your Property: Familiarize yourself with your property's layout, systems, and amenities, so you can provide front-line assistance to tenants and occupants. Write and maintain guides, instructions, short-manuals, and update them should anything change. Send them to interested users of your building's systems after confirming a visit, and maybe include instructions in any newsletters as bonus content.

User-Friendly Resources: Create simple, easy-to-follow guides and FAQs for common issues. Make them accessible to tenants to empower them to address minor problems independently. Educate them on where these guides are physically located so they can self-reference the documentation you've proactively created.

Regular Maintenance: Implement a proactive maintenance schedule to prevent issues before they become problems. Let your guests know of these, and post signs before they begin. This way the guest will know in advance, or at the door what's going on and why, providing a means to contact us should they need to as well.

Stay Informed: Keep yourself updated on property management best practices, industry trends, and relevant regulations.

    In conclusion, building managers who are well-prepared to handle non-IT issues play a vital role in creating a comfortable and enjoyable living experience for tenants and occupants. Your dedication and commitment to providing excellent tenant support are key to ensuring a pleasant, humble, and happy life for all who call your property their home or business.

Always depending on the context, we must remember: Our failure to prepare does not always constitute an emergency for others. Sometimes, the emergency is self-education so that in the future, we provide service immediately in a way that makes our business and you, shine. Foster and grow into approaches that are more proactive, than reactive. If you find yourself reacting to a similar stimuli repeatedly, create ways to nurture and head-off those stimuli protectively so that you can continue doing what you do most:

Managing your property, caring for your employees, ushering your customers, and being a reliable pivot and contact for those in the boundaries of your properties.