PAM Asset Management Workshop

Property & Asset Management, Brand Workshop Initial Findings January 2017

* To behold the possibilities

Questions & Discussion Findings

1. What are the key things that PAM does?

• Delivers service to occupiers

• Tenant management

• Client reassurance

• Money management

• Offer a ‘safety net’ to clients

• Facilities management

• Develops relationships

• Property management

• Manage people

• Tenant relations

• Collects rents

• Great client service

• Adds value

• Marketing (Bewonder*)

• Services buildings

• Sustainability

• Financial management

• Ensuring clients comply

2. Describe PAM in three words only?

3. Describe the PAM culture

• Professional, honest, reserved

Positive:

Negative:

• Solid, reliable, low margin

· · · · · ·

· · · · · · · ·

• Could, do, better • Big, complex, silo-ed • Trusted, large, process driven • Diverse, trusted, complicated • Leaders, targets, ethical • Long term, assured, unprofitable

· · · ·

Family orientated Supportive Nice people Hard working Open Accessible senior leadership Willing Don’t like saying no Inclusive Professional

· · ·

Slow to change Process orientated Cumbersome Risk averse Defensive Compliance driven Silo Limited development Lack of flair / disruption Blame culture Cautious

4. What are PAMs strengths?

• Capability

• Annuity income

• Global network

• People

• Scale

• Expertise

• Accessible internally and to clients

• JLL brand & positioning

• Client line of sight

• Client base

• Knowing what clients want

• Transparency of operations

• Reacting to change

• Thought leaders

• Ideas

• Ethics

• Core deliverables

• Passion

• Scale

• Willingness to deliver

5. What are the key areas for improvement?

6. What are the common attributes of PAMs people?

• Too dull / boring • Profitability • Need to take and reward more innovation and personal risk • Too lumbering • Lack of client centricity • Perceived as expensive • ‘Too big to care’ • Arrogance • More effective teamwork • Simplify communications • More training • Improve efficiencies • Reacting quicker to client / sector changes • Occupier engagement

• Skilled • Trusted • Not commercial • Competent • Professional • Honest • Committed • Care about clients • Hardworking • Enthusiastic • Risk averse

7. What does success look like in the future?

• Market leadership • Business growing outside and inside • Core clients • Profitable • Run like clockwork, consistently • Retaining more good people • Seamless service delivery • Break in to new sectors • Go-to agent for premium asset opportunities

8. How do you think PAM is perceived internally and externally?

Internal:

External:

· · · · · · ·

· · · · ·

Lumbering Not fully understood Complex Process driven ‘Baggage carriers’ Dull Unprofitable

Expensive Complex Trusted Reliable Inflexible

How do we talk internally in PAM?

1. What communication tools currently exist?

• Email • Sharepoint • Line management • Yammer • Roadshows • Newsletter • Perform • Team meetings

If PAM was a car marque?

Now: • Volvo: reliable but dull • Volvo: solid and reliable • Ford: reliable / large range of products • Kia: steady / long term guarantee

Future: • Mercedes: reliable, dependable, innovative, top of the market • Volvo: safe and reliable • Mercedes: premium manufacturing with heritage • Jaguar: prestigious and solid

Vision statement Thoughts • The leading practitioner in assured delivery of differentiated property management services • Number one for our clients as a global property management exemplar • Biggest and best property management team • To offer the best people, the best service, the best thought leadership supporting the best real estate investors

• To be the leading property management partner, driving performance as a trusted, innovative and ethical business • Best property management business in the UK as voted for by our clients • To be the industry leading, client centric property advisor

Value statement Thoughts

Values Thoughts

• To service our clients, support our people and aspire to leadership

• One team approach

• Adding real value to real estate through value • To offer high assurance

• Single team • Integrity • Driving profit • Don’t fear failure • Diverse

If you’ve any questions, please contact: Kaye Walker Director, Head of Bewonder* T. 07525 907 156 E. kaye.walker@bewonder.co.uk