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When Jones Lang LaSalle was appointed to manage Centre Point, we acquired controversy.
Soaring 385 feet above the junction of Oxford Street and Charing Cross Road, the block’s scale and its pre-cast pre-fabricated structure make it one of the most distinctive buildings in London. Yet the striking design and the long years during which the building was kept unoccupied made it notorious. Centre Point was listed Grade 2 in 1995, and when we stepped in five years later, we saw it as a potential showcase. Everyone knew Centre Point. We thought we could add to its lustre by making its 212,000 sq ft of office and retail space the best managed in the capital.Wiring for broadband services as early as April 2001 came first, followed by the creation of a new reception area at ground floor level – a project guided by the Planning Department and English Heritage, executed by architects Gaunt Francis. The critical step, though, was our conception and execution of a VIP management service for the occupiers of the building.
Its aim was to satisfy occupiers well beyond their expectations with a package of customer care measures, a plan to ensure that the business environment was impeccable, regular one -to-one contact with the occupiers at senior level, arrangements to make the welcoming of visitors beyond reproach, a VIP 24/7 property service desk that put all others in the shade, a building website and a virtual concierge. Quite a package.We do not rest on our laurels and measure our success with an annual customer satisfaction survey, a review of our performance against budgets and other recognised benchmarks, and above all by the degree of retained and renewed tenancies. Although these have all been consistently top quartile, we believe they are no more than our client and this remarkable building deserve. Pleasingly, when the building was sold in 2005, the thought leadership and implementation that we were able to demonstrate ensured that the new owners retained our services.