The Secret to High-Performing Properties
Most problems in commercial real estate don’t come from broken equipment, they come from broken communication.
Over the past few years, I’ve implemented a simple but transformative approach that turned my property into a tightly aligned, high-trust operation: I stopped treating onsite services like vendors and started treating them like strategic partners.
The results speak for themselves: faster response times, seamless event execution, elevated tenant satisfaction, and a level of operational unity that clients and tenants notice immediately.
Here’s the framework behind it and how you can build the same system at your properties.
Why Onsite Services Are Your Real Frontline
Food services, fitness centers, security, janitorial, engineering, parking, landscaping, concierge - these teams interact with your tenants more than anyone. They shape the building’s reputation every single day.
When these teams operate in silos, your building feels fragmented. Service delivery becomes inconsistent. Emergencies become chaotic instead of coordinated.
But when they’re aligned, you unlock:
Cohesive emergency response
Consistent service standards across every touchpoint
Proactive issue detection
Stronger tenant retention and satisfaction
Greater ownership confidence and trust
This level of performance doesn’t happen by accident. It’s built intentionally.
The Monthly All-Hands: Simple, Predictable, Game-Changing
Every month, I bring all onsite service providers and plus key tenant reps, together for a building-wide alignment meeting.
The agenda:
A safety tip - Could be something season or related to upcoming topics
Recent building activity - Literally if anyone should know what's going on, its the PM team
Upcoming projects, inspections, and events - Remove the surprises, over communicate
Lessons learned and process refinements - Huge ROI for covering these topics
Open discussion for questions or concerns - Listening is critical to have a complete pulse on the community
Recognize people - Positive reinforcement and gratitude are powerful tools
Why it works: Everyone hears the same information at the same time. Security knows engineering’s priorities. Janitorial knows event schedules. Landscaping knows construction timelines.
You eliminate miscommunication and build shared ownership. When onsite teams understand each other and operate as one ecosystem, everything improves.
Pro tip: Hold the meeting on the same day/time every month and send a 1-page recap afterward if there is low attendance.
Monthly 1:1s: Where Trust and Performance Are Built
Group meetings create alignment. One-on-ones create excellence.
Each month, I sit down individually with each onsite service manager to discuss:
Staffing updates
Training needs
Cross-team dependencies
Support gaps
Long-term improvement goals
Honest feedback in both directions
The message is simple: I’m invested in your success, not just your output.
For many service providers, this is the first time a property manager has ever given them this level of attention. Performance rises quickly when people feel valued and supported.
The Leadership Shift That Changes Everything
Traditional property management treats onsite services as cost centers. High-performing property management treats them as partners in operational excellence.
This mindset shift turns:
Vendors → collaborators
Compliance → culture
Reactivity → proactive systems
Individual tasks → shared mission
You aren’t just running a property. You’re building a team. And the strength of that team determines the strength of the asset. You can have great contracts, great systems, and great capital plans, but if the teams running your building aren’t aligned, you’ll always be fighting uphill battles.
High-performing properties are built on high-performing relationships. This approach has been one of the biggest drivers of success at my property and it’s something every property manager can implement starting today.
The real question is not “Do I have time for this?” It’s “Can my building afford for me not to?”
About the Author
Hi, I’m Matt Faupel - Founder of FaupelX and a passionate advocate for unlocking potential in commercial real estate and beyond. Through this newsletter, I share insights, strategies, and tools to help you lead, grow, and stay ahead in a rapidly evolving industry.
At FaupelX, we’re building the next generation of AI-powered resources for property managers, owners, and industry leaders - because the future belongs to those who prepare for it today.
If you found this edition valuable, I’d love for you to share it with a colleague, join the conversation, and stay connected for future insights, tools, and opportunities. Your growth is my mission and together, we can raise the standard of what’s possible.
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