BKM Capital Partners Releases New White Paper on Tenant Engagement as a Competitive Advantage in Light Industrial Real Estate
- BKM Capital Partners
- Jan 6
- 3 min read
“Managing with Intent: Prioritizing Tenant Engagement” outlines BKM’s six-pillar philosophy and the measurable outcomes driving tenant retention, operational efficiency, and brand loyalty.
NEWPORT BEACH, CA—January 6, 2025—BKM Capital Partners, a leading real estate fund manager and operator focused exclusively on small- and mid-bay light industrial properties across the United States, today announced the release of its 4Q 2025 white paper, “Managing with Intent: Prioritizing Tenant Engagement,” as part of the firm’s BKM Intel Thought Leadership Series. Download the white paper here.
As operating conditions grow more complex for small and mid-sized businesses amid rising costs, staffing challenges, and economic uncertainty, the white paper explores how tenant engagement has become one of the most powerful differentiators in light industrial real estate. Rather than treating it as a soft amenity, BKM positions engagement as a disciplined operating strategy that directly influences retention, operational efficiency, and long-term asset performance.
In contrast to hands-off strategies that rely heavily on automation, BKM emphasizes a service-oriented model built on human connection, transparency, and proactive support. The paper argues that in an asset class defined by operational intensity and tenant fragmentation, consistent on-site presence and clear communication often matter more than scale alone.
“Industrial tenants aren’t looking for a luxury experience—they want responsiveness, clarity, and a landlord who understands how their business actually works,” the paper states. “When we’re consistent and visible on our properties, tenants feel that support immediately.”
“Tenant engagement is not a courtesy, it’s a competitive advantage,” said Brian Malliet, Founder, CEO, and Chief Investment Officer at BKM Capital Partners. “When engagement is embedded into the operating model, it creates stronger tenant relationships, more predictable performance, and portfolios that are better positioned to scale through market cycles.”
A Six-Pillar Philosophy Built to Scale
The white paper outlines BKM’s engagement strategy through six core pillars that guide operations across every market:
Pride of Place: Upfront investment in highly visible capital enhancements that transform under-managed buildings into thriving business communities.
Partnership & Transparency: Clear communication and education around leasing and improvements, avoiding surprises.
Technology & Innovation: Adoption of tools that enhance service and reduce friction without eliminating human connection.
Community & Connection: Relationship-building through on-site visibility, tenant events, and tenant spotlights.
Supporting Tenant Growth: Proactive attention to shifting space and operational needs.
Consistency: Systems and resources that ensure BKM’s model is scalable across the national portfolio.
These six pillars function as a repeatable operating framework designed to deliver a consistent tenant experience across BKM’s growing national footprint.
Measurable Outcomes & Tenant Loyalty
The report includes operational metrics demonstrating the impact of engagement on tenant experience and performance. Highlights include:
2,679 work orders completed in 2025, with 90-95% submitted through BKM’s technology platform
57% of work orders resolved within 24 hours
Retention rates in the high 70% to low 80% range during stabilized periods, consistently outperforming underwriting assumptions
70% of surveyed tenants identified as BKM promoters, signaling strong loyalty
4.5-star average rating for property management and leasing teams in 2025 surveys
Together, these results underscore how proactive engagement reduces friction, minimizes disruption, and strengthens tenant retention—key drivers of income durability and operational stability in multi-tenant industrial portfolios.
“Our teams take a lot of pride in being present, responsive, and solution-oriented”, says Craig Morrow, BKM’s Senior Director of Property Management. “Tenants feel the difference when you show up consistently, communicate clearly, and handle issues quickly—and that’s exactly what our people do across the portfolio.”
The paper also outlines BKM’s next phase of engagement, including expanded SMS communication, deeper use of existing tenant platforms, stronger in-park community building, and continued emphasis on service culture as BKM scales nationwide. The report emphasizes that technology will continue to support, rather than replace, human connection as the firm grows.
Download the white paper here.
