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Beyond Expectations: Face to face communication can never be replaced

Blog Beyond Expectations Face to face communication hero

Our Property Management team manages more than 1,200 properties across the UK including offices, shopping centres and leisure parks. In our Beyond Expectations series we speak to some of our key people who work in the properties we manage about what they do to provide our clients with the best customer experience.


Here Scott Coker, our customer experience manager at Astral Towers in Crawley tells us how he manages the building.

I work at Astral Towers and our tenants are predominantly airline companies from British Airways Holidays to Volanteous, a private charter jet service. Over the last view months my job has involved providing a warm welcome, a key point of contact and someone they can come to no matter how big or small their issues are. As people have been working out their relationship with the office, it has been important for me to provide the essential information to show that we as building managers are doing all we can to make it safe for everyone. 

A central part of my role is to welcome staff to the property and I also make myself visible in reception at least two to three times a day to catch up with tenants. The reason for this is to show them I am here to help, and to show them I care. Once a week I also go to up to their office floors and ask them for any issues that they may have and catch up with anyone who may need to speak to me.

Constant communication

Project management is quite a large aspect of my role and when clients discover issues it is my top priority to get them rectified at the earliest opportunity and make sure I am in constant communication with them through the whole process. The commitment to human interaction is key here as emails and texts can be misinterpreted. Nothing beats talking face to face as facial expressions go a long way to create a positive customer experience. Great communication eases the customer’s anxiety levels as they can be reassured that you are dealing with their request, and that it is being taken seriously. Communication is key, regardless of if you are working on something positive or rectifying something negative.

Knowing I have made a difference to someone's day, whether staff or visitor is what motivates me. Finding these moments of communication and seeing that have I put a smile on someone's face or done an act of kindness to make their life easier is truly rewarding. You never know if further down the line you will come into contact again, and it is the lasting impression that determines their approach to you and your company.

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About the author 
Scott Coker has more than 15 years’ experience in facilities management. He joined Colliers in August 2021 as customer experience manager at Astral Towers. 

To contact Scott, email Scott.Coker@colliers.com


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Scott Coker

Customer Experience Manager

Nile Management

London - West End

Scott joined Colliers  in August 2021 to be the  CX Manager at Astral Towers in Crawley. Scott has over 15 years experience in Facilities Management, working for companies such as Carillion PLC, Schlumberger and Mitie (Network Rail Contract). Scott is a highly motivated person who has  gained invaluable experience and knowledge through  his engagement with fellow staff members, high level Management and engineers. Scott has excellent communication skills whether written or verbally.

Scott has the drive and enthusiasm to innovate and identify new ideas, he is confident, self-motivated, dynamic and dependable and some of his responsibilities and duties at Astral Towers:-

Managing the Front of House Operation at Astral Towers 8 storey building.

Liase with the security, cleaning and M&E companies on a regular basis for the smooth running of the property.

Assisting and supporting the Regional Facilities Manager in relation to Astral Towers.

Manages building access systems issuing access cards.

Built up great relationships and regularly communicates with her main points of contact for each occupier currently at Astral Towers.

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