In a competitive corporate real estate market, landlords need to stand out to attract and retain tenants. This is the case for one of our clients, a global asset management business. It hosts a range of tenants in its three Manchester buildings, each with differing needs and expectations of the workplace. One thing that unites each tenant is the desire for an outstanding workplace experience for their employees and guests.
Many office buildings with multiple tenants can become quite segmented, with each business and its employees sticking to their designated space. But one of the great things about a multi-tenant space is the opportunity to interact with others, whether that’s to meet with like-minded organisations or to make friends with other tenants.
On Verve was hired in 2022 because we specialise in working in traditionally corporate settings with a new approach to front-of-house (FOH) services and are familiar with the Manchester community. Our DayMaker’s organise and run events, games, workshops and more that are open to all tenants. This creates a community feel within each building and generates a buzz throughout the building.
Creating communities
The overarching goal since the outset of our partnership has been to create a consistent and elevated experience that brings a community feel for each of the three buildings, with each site personalised for its tenants.
We were hired by because in the short time since being established we had demonstrated a unique knack for getting under the skin of a business and injecting a sense of belonging and enthusiasm.
We believe that a thriving workplace starts with happy tenants, employees and guests, which is why people are at the heart of everything that we do.
This was a new approach for our client, and their team put their trust into On Verve to create an amazing workplace experience. Redefining the workplace experience in corporate settings is what we do – that’s why our colleagues are called DayMakers – and we couldn’t wait to get started.
Changing the culture
Relationships are the key to a great workplace experience, so we’ve made sure that there is a least one DayMaker always present in all buildings. This creates a level of consistency, and occupants were able to build relationships with our DayMakers.
The previous incumbent did not provide anyone as cover for an absent member of staff, a detail that we were quick to address. We hired a DayMaker specifically as a cover position, so that occupants are used to seeing the same two or three faces.
Over the past two and a half years, across the three locations, there have only been two instances where a site was left unmanned, both due to unforeseen circumstances. This reflects our commitment to maintaining consistent coverage. This year we ensured that every site has been continuously staffed. Our team has been incredibly flexible, even reallocating DayMakers from sites outside our region if necessary. Handovers and proper training are delivered before assigning cover.
We can’t understate how important this is. Our DayMakers take great pride in getting to know occupants and are so much more than a friendly face at reception – they regularly walk throughout the building, chatting with occupants, dealing with any issues and making sure that everything is as it should be.
One of the potential challenges was how receptive occupants would be to the culture shift. After all, this wasn’t simply placing some new faces at reception – our DayMakers were going to plan events, build a community and become an integral part of each site.
However, we were confident that our approach, which had already been successful in similar settings, would overcome this hurdle.
Stakeholder engagement
Director and Chief DayMaker Bianca Angelico led the strategy from the On Verve side, and she maintains regular client contact. This includes meeting every three months to recap the previous quarter and plan ahead.
There are also fortnightly management meetings. These are often attended by Fara Painter, who worked at one of the site’s restaurants when she was 17 so knows the space well. She was also promoted from her DayMaker role during this partnership, but the client fought to keep her on site as she’s made such a big impression. Fara is still an active presence and a shining example of how integral our team becomes in a client site.
Fara was 2nd in the Corporate Receptionists of the Year Award in 2023, while her colleague Edyta made the final 10 in 2024.
Other DayMakers also attend the fortnightly meetings, either alongside Fara or by themselves. They are the eyes and ears of a site, and we hire on personality, so we want our team to build relationships with senior leaders as well as other building occupants.
All these meetings helped to ensure that stakeholders were aligned with the strategy, with the ability to adapt as needed.
Innovation and creativity
This is where On Verve stands out from the crowd. We disrupt the traditional world of corporate reception by going above and beyond to create an amazing workplace experience.
Some highlights from our work so far include:
- Creating a wild garden on the roof using old pallets from the basement. The roof is not open to occupants, so we have installed a wildlife camera with a live stream in reception.
- Regular pop-up stalls for local businesses; working with local suppliers is a key goal for us with every customer that we support.
- Setting up a steps challenge where people could get a stamp for walking up stairs instead of using the lift; a completed stamp book led to a donation from the client to a charity of that person’s choice.
- Running a self-defence class for women on International Women’s Day.
- Spring bouquet workshops to enhance community spirit and brighten up the office.
- Setting up yoga classes following a request from occupants.
- Utilising items and equipment between sites to cut down on waste and costs.
- Lots of charity and community work, including working with the Council to direct homeless people near the sites into safe shelters.
- As part of their daily walks, DayMakers switch off lights and appliances in empty rooms, and note and report any building maintenance issues to the facilities management team.
We developed and delivered a bespoke training platform – Synergy – for our DayMakers to learn from On Verve created content at their own pace. Synergy covers personal and professional development, guest services networks, and motivation and wellbeing in an engaging and fun platform. The 12-month programme allows DayMakers from across the UK to come together to learn and develop.
Our DayMakers have made such an impression that we are now regularly asked to participate in tours for prospective tenants. DayMakers are experts in their sites and proud to showcase their spaces. In fact, some tours are only booked in at the last minute and DayMakers are on hand to lead those tours. This demonstrates a huge amount of trust and respect from our client.
A measurable impact and fantastic feedback
Success has been measured in a variety of ways, including occupancy data, occupier retention rates, days without cover during the absence of a DayMaker, and Net Promoter Scores (NPS). The client collects NPS across its various buildings and are gathered by tenants scanning a QR code and leaving feedback.
We also provide cover for any DayMaker absences, so tenants have a consistent, positive experience every time they are in the office.
QR feedback from occupant’s spikes when DayMakers are in situ, evidencing that engagement increases due to DayMaker activity. In recent months events to draw high engagement have included a wellness workshop, charity raffle, bake sale, burrito giveaway and food drive. Many events are tied into meaningful dates such as Lunar New Year, Valentines Day, Start the Conversation Day and World population Day.
We have a range of feedback from happy tenants. Highlights include:
“Many thanks to Edyta for putting all the lovely autumn & Halloween decorations! Reception looks great! She has also put a lot of effort in organising a cake sale for Macmillan’s, we’ve all enjoyed it!”
“The facilities are always clean, I feel secure in the building, the security team are very friendly and warm, and you have the be best reception team! A very special shout-out to Farrah, Olivia and Phoebe, all very smiley and welcoming!”
“Great interactions /events / competitions etc and encouragement for all companies in the building to engage and interact Olivia Wier is fantastic and has great focus, care and energy and the security team also are great and supportive.”
“I honestly cannot commend Olivia enough for the role she plays within the building. Whenever I have been in these kinds of buildings the front of house seems to just smile and help as and when they need to, but Olivia always goes above the standard. She has made me feel so much comfortable and welcomed on days when I’ve not wanted to even be in work or felt welcomed by my own colleagues and this sets the mood for the day. I cannot thank the team enough for the hard work they do in making sure we are safe and happy within the workplace.”
Disrupting corporate workplaces
Our reputation for transforming the workplace experience preceded us and gave this client the confidence to let us take the lead in enhancing the culture in its three Manchester buildings.
The results speak for themselves – each building is now a vibrant community that occupants love being a part of.
Want to discuss how we can enhance your workplace experience? Contact our team on makers@on-verve.com.
