I have an admission. My job at the university was as a waiter at a Mexican restaurant in El Torito. In retrospect, I should have spent these formative years working on my professional development, doing an internship in a real estate company or in a technology company. But I wanted a job where I could work at night, meet people (mostly girls) and easily have free time to plant my wild oats in all the remote places where I thought they needed to be planted.
The most shameful part is that I had to work up to the server. El Torito not only allows any street geek to deliver Cadillac Margaritas and make guacamole next to the table, you know? You must start as host / hostess so you can understand the flow of the restaurant and the importance of hospitality. Restaurants, more than any other industry, understand the importance of a first impression.
The host role would be one of the easiest to automate, a simple tablet application could take names and tell people when their table is ready. But this is one of the last jobs that restaurants want to subcontract. We all know the adage about the importance of first impressions. It applies to an establishment as much as to a stranger. The first interaction when someone enters buildings can set the tone for the rest of the experience. The feeling of discord lasts long after the memory of harmony fades.
Since a bad experience has so many negative repercussions on the perception of a building, managers should do everything possible to avoid it. Sometimes, even the most skilled teams and the most hospitable operating procedure can lead to a failed first contact. All that is needed is a problem in any of the systems that need to work together to get a tenant or a guest to go to a safe building.
When it comes to commercial real estate, whether you are the tenant or the owner of the building, you must be concerned about the first impression a visitor or occupant has when entering your building or office for the first time. At El Torito we were not allowed to use the word "client". Instead, we had to call them "guests." While this was a rule I broke all the time (I was not the best host in the world to be honest) The distinction always stayed with me. It is not enough that a business, or a building, simply wait for their clients to come to them. They have to do everything possible to make their experience as easy as possible. This is something that much of the property industry has not yet learned.
Some of the new technologies that are coming out are trying to fix this. I spoke with James Segil, co-founder of access control technology company Openpath. He told me that he created his company's product as a comprehensive service, with combined hardware, software and training to make sure they could deliver them when they count, that is, at all times. "We saw that the legacy physical access control systems were improvised," he said, "with one provider's readers, another's control boards and another's software. As a result, there is no consistent user experience and it makes it a challenge to innovate since it does not control everything under one system. "
"Access control technology has not changed much in 40 years, it's old technology," says Segil. "The reason why a better experience has not been presented before is that there is not a single provider that is making a complete access control solution, but there are so many different companies that do each of the pieces: credentials, readers, panels, software, etc .: innovation occurs at full speed ". Designing for a better user experience is what led Openpath to create its own hardware (readers and panels), software and mobile applications. By using industry standards for cabling, credential support, and communication protocols, they could be integrated with all standard building access systems, such as turnstiles, elevators, and garage doors. What Openpath did was to develop a software based on the cloud based on Open API and a mobile application developed with a simple SDK (software development kit) so that both the access control software and the accompanying mobile application can be integrated with the software of any other person. or mobile application. Now they have a community of developers that arises around their access platform with other PropTech companies that are integrated into Openpath as Sent for the integrated management of visitors or HQO for an integrated service application for the tenant.
When it comes to creating great experiences in the workplace, the details are important.
Matt Harris, Sent
"When it comes to creating excellent experiences in the workplace, the details are important. Expectations of the workplace are changing, opening the door to modern and elegant solutions such as Openpath, "says Matt Harris, Director of Workplace Technology at Sent." Integrations in the cloud allow the systems we use to run our Workplaces work perfectly, which means that everyone benefits, from employees to visitors and security and IT professionals. "
These types of associations help to focus on the user experience and create both hardware and software so that they can achieve what other mobile and cloud access offerings could not: fast unlock speeds, 99.9% reliability and no-hassle access friction through "touch" Technology. This approach should be working as Openpath reports. 94% mobile adoption compared to 2-3% on average in the industry and reports tremendous traction with large owners and tenants alike in their first year of business.
Modern technology companies prefer to focus on a narrow part of a larger system as a way to innovate more than their competitors. They know that most uses for technology work very well by "stacking" enough hardware and software until they can do a job. But some things are too risky to be left in several disparate systems. I imagine that most of the military technology is created under a broader scheme, since it is too risky to leave something like the throwing of a warhead to a mosaic of linked systems.
Well, the entrance of a building should not be different. The possible disadvantages of a breach of security or a bad guest experience far outweigh the additional effort needed to ensure that the technology of a building is seamlessly integrated. The next time you enter a new building, think about how your first interaction made you feel. Think about what that feeling is worth and then multiply it by the thousands of people who have to enter and leave the building every day. In the end, you will probably find that this number is many times higher than it costs to implement a well-designed access control system and train your staff to know how to use it.