1. 1 As a tenant in one of our properties, you have privileged access to a one-of-a-kind program of benefits and services known as 5-Star Worldwide. Created to provide more value for you, 5-Star Worldwide anticipates your needs and will exceed your expectations. Think of it as excellence, served daily. A UNIQUE TENANT SERVICES PROGRAM OFFERED EXCLUSIVELY AT CBRE INVESTORS PROPERTIES

2. 2 Management Breakout Session Enhancing the Tenant Experience Through Vision and Culture June 11 th Cindi Langendoen, Tony Ecker, Julie Spencer, Jake Mota

3. EVENT NAME 3 5 Star Mission Statement 5-Star Worldwide starts with the premise that our people and our clients are our most important asset. Our goal is to create a culture dedicated to providing our clients with an unparalleled tenant experience. We achieve our goal by empowering all of our people to continuously provide market leading services and amenities, anticipate client needs and implement creative solutions to solve them.

4. EVENT NAME 4 Make customer focus everyone’s job Video: The Ripple Effect

5. EVENT NAME 5 CULTURE can be more important than STRATEGY

6. EVENT NAME 6 Engage Employees Select for attitude, train for skills

7. EVENT NAME 7 Encourage employees to innovate Video: Vision can improve the customer service

8. EVENT NAME 8 Collaboration Mindset Silo BeliefConsequencesCollaboration Belief “I own this area.”  People assume that individuals in different functions can’t understand one another’s areas of expertise.  They identify only with their own area (“I’m an engineer, not a 5 Star expert”).  They dismiss others’ ideas. “I have ownership over my direct responsibilities. But I must remain open to others’ ideas, regardless of their functional expertise.”

9. EVENT NAME 9 Collaboration Mindset Silo BeliefConsequencesCollaboration Belief “It’s not my job.”  People are devoted to their job description.  They don’t believe they’re accountable for metrics beyond their direct responsibilities, such as customer satisfaction and engagement. “I’m accountable for my direct responsibilities. But I’m also accountable for working with others to satisfy customers.”

10. EVENT NAME 10 Collaboration Mindset Silo BeliefConsequencesCollaboration Belief “Knowledge is power.”  People closely guard knowledge as a way to gain and exercise power.  They see a competitive advantage in “being in the know” when others aren’t. “The more we know, the more we can grow. We all become more valuable the more we keep each other informed and share ideas, resources, and other knowledge.”

11. EVENT NAME 11 Tap the wisdom of frontline employees

12. EVENT NAME 12 Breakout Session and Presentations

13. EVENT NAME 13 Next Step Action Plan