By Scott Moore | Managing Partner & Chief Operations Officer
At Holt Lunsford Commercial (HLC), we understand that customer service is the cornerstone of any thriving business. As part of the team for over 25 years, my job is to lead our client managers through a customized training program designed to return exceptional service to our clients. These sessions go beyond the basics and are rooted in 5 principles that span across any industry.
1. Clarity Drives Focus
At HLC, our client manager’s role is so much more than what’s on someone’s daily checklist: it’s designed for those who see the bigger picture. Our client managers are not just caretakers of your property. They understand that managing real estate is about creating and managing value and that everything is either an expense or an investment. When firmly rooted in this purpose, it becomes easier to approach every decision with intention. Clarity drives focus, and this ensures we’re always working toward enhancing the properties our clients entrust to us.
2. Start with an Ownership Mindset
Defining success as a team is the first step toward achieving it. When everyone on the team thinks like an owner, priorities naturally align with long-term goals. This ownership mindset fosters accountability and instills a deep sense of pride in the work we do.
3. Empower to Lead
Every employee should adopt a CEO mindset. What that means is taking ownership of one’s responsibilities and leading with confidence. At HLC, we trust our team to make decisions, solve problems, and act proactively. This culture of empowerment fuels innovation and ensures that everyone on the team feels valued and capable of making a significant impact.
4. Build Your Brand
Branding is not just about logos and taglines, it’s about identity. In our client manager training, I stress the importance of personal branding alongside the company’s reputation. At HLC, we’re known for trust, expertise, and excellence. I encourage our client managers to think about how they want to be seen by clients and colleagues. Aligning personal and corporate values creates a unified, powerful message.
5. Excellence Always Wins
The key to thriving in commercial real estate is delivering excellence every time. Excellence is about exceeding expectations. Protecting the value of a client’s asset requires sharp attention to detail, active listening and a genuine commitment to our clients’ needs. This helps us build relationships anchored in trust and reliability.
A philosophy that inspires
By focusing on clarity, ownership, leadership, branding, and excellence, we equip our team to deliver outstanding service each step of the way.
