How do we do it? It’s right here.
Our strength training has paid off:
2023
Pandemic, energy crisis, inflation and shortage of skilled workers - retail and the real estate industry are currently facing enormous challenges. What particularly moves our tenants and investors in retail locations? Where is the journey going? The team from Strategic Development wanted to know exactly that and asked these two target groups of the MEC. Whether important issues for today and in the future, factors influencing their business development or ESG strategies - the results of the survey have provided concrete input for ongoing cooperation since 2023.
2021
From April 2021, in cooperation with tenants and at the request of center visitors, we have supported the construction of corona test stations at many MEC locations. Because we see the fight against the corona virus as a major joint task. This resulted in almost 40 test stations.
Shortly thereafter, we also established vaccination stations in cooperation with our partners. Our visitors were able to roll up their sleeves at around 30 locations. A complete success!
Here are some impressions of how it went:
VaccinationCampaign #GetVaccinatedHere #HereWillBeVaccinated
2019
MEC has been offering property management services since October 2019 - because our customers asked for it. This means: We also look after smaller retail properties that do not require their own on-site center management.
2018
Following demand from our investors, MEC now provides optimum service in terms of adherence to deadlines and budget compliance of construction projects, general planning services and building control through its Technical Property Management department. The Technical Property Management department provides successful support for
Technically complex construction projects
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Renovation measures for subsequent lettings
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Comprehensive modernisation of technical equipment
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Centre expansions
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Interior and exterior refurbishments
To complement the project-based services offered by the Technical Property Management and Technical Management departments, MEC also provides central support through its Tender, Award and Billing (AVA) department for the administrative handling of technical work.
Following the reorganisation of our technical departments, we assigned the Technical Management department to the Centre & Property Management Teams in 2018. Technical Management supports the Centre Managers / Property Managers on all technical issues and allows us to professionally handle even smaller construction projects.
2015
We gave our Energy Audit the green light in 2015. Potential energy savings in shopping centres and retail properties have been more easily identified and used – and so even more precisely met client requirements – with the EASYproduct, or Energy Audit System for short, which was specially developed for MEC sites.
2012
It won’t get easier, we’ll get stronger.
Live corporate values
A sense of responsibility, integrity and working in partnership are important values at MEC. Of course, Team MEC fills them with life every day - not only among themselves, but above all in direct customer contact. Because we know: The satisfaction of our investors, tenants and customers is the pivotal point for the basis of our success.
Establish customer-oriented structures and processes
We adapt the internal structures and business processes individually to the needs of our customers. This includes, among other things, an effective flow of information in which the collected customer data is made available in such a way that customers can be looked after in the best possible way at all times. With our Commercial Asset Managern we also have a central contact for our customers. At MEC, we consciously act according to the principle of 'One face to the customer'. Key accounting is therefore a central component. As a result, we offer everything from a single source.
Regularly survey consumers
In order to ensure customer-oriented management of our locations, we regularly survey consumers on site on behalf of our customers. In cooperation with JASU, visitor surveys were again carried out at various locations in 2022 in order to understand exactly how customers perceive our centers and those of our competitors. The aim is to fulfill MEC's promise of performance: to manage the locations according to the needs of all customer groups and thereby to provide the best possible service for the investor. The survey results provide us with concrete indications of what is important to consumers and are therefore real boosters for our daily work.
Dialogue with each other
We are in constant dialogue, exchanging ideas and sharing knowledge. To this end, we have developed internal communication tools for the MEC team: the daily MEC Meeting Place – which informs our entire team about the latest issues and developments in the company on a daily basis. Our MEC Focus – focuses specifically on key individual issues that help us to deliver the best performance for retail real estate. The MEC Team Meeting – where we train all colleagues to face major challenges.
Tools
We use a plethora of tools. It means that each and every one of us knows exactly how best to meet our clients’ needs. What edge do we have over our competitors? In short: how do we improve our performance.
Personas
As a service provider, we always like to listen to our clients and quickly identify their needs. In an attempt to better understand our different clients and partners, we have developed target group representatives for each of our sites – our Client Personas. We have also developed examples of two Asset Managers and two Expansion Managers.
These Persornas
- are personalised profiles of possible clients in our sector
- include demographic details, insights into their family situations, examples of their use of media, and much more
- are complemented by a wealth of information, such as personal motivation, consumer attitudes or expectations regarding (advertising) communication
Kommunikation ergänzt - gain a face through images
All these aspects make them as three-dimensional as humans, and enable us to imagine them in detail..
In the end, only one thing counts: knowing every client individually and developing and realising the appropriate solutions for them. With the very best MEC quality.
Dialogue with clients
Regular contact and dialogue with clients promotes good client retention and satisfaction and, in turn, success in the market. But it’s about more than that: if it fits with a specific task, then we show our clients that we have a custom-made solution for them.
Actively enquiring about client satisfaction and any requests not yet dealt with enables us to identify trends and developments at an early stage and respond to them with agility.
We actively share client experiences with our team colleagues to keep everyone up to date.
Image brochure
In our Image brochure provides information on our client and market focus, which we regularly browse through.
Corporate presentation
The MEC corporate presentation is also a good way of keeping up-to-date with our colleagues’ work and projects. Regular meetings also help to keep us up to the minute.
