Field Notes: A Glimpse into Industrial Property Management with Cayla Koenig

At BKM, our property managers are the cornerstone of our operations—delivering high-touch service and keeping our properties running smoothly. In this interview series, we’re spotlighting the individuals behind the day-to-day—what drives them, how they overcome challenges, and what they love most about their roles.

In this third installment, we caught up with Cayla Koenig, a standout member of our Seattle-based Property Management team. With a strong focus on customer service and community-building, Cayla shares her journey into the field, what makes BKM’s approach unique, and how she sees innovation shaping the future of industrial property management.

Cayla Koenig

📍 Seattle, Washington

7 team members

4 parks | 404 tenants | 970K SF

With BKM since April 2019

What made you want to become a property manager in the first place?

C: I kind of fell into it. Right out of high school, I worked as an admin at a corporate office where I was exposed to different areas of real estate—from accounting to portfolio management. I eventually made my way on-site and realized how natural tenant interaction felt to me. I enjoy talking to people and helping them find spaces where they feel comfortable. Back then, I was focused on residential homes, but the human connection is what pulled me in and kept me here.

What different types of real estate have you worked in and what are the differences between them?

C: I spent the majority of my early career in residential real estate. After graduating in 2017, I transitioned into commercial. I wanted to work with people outside of their homes—there’s a different energy in the workplace. I started with a Class A high-rise in Bellevue with tenants like Visa and Salesforce. From there, I progressed into the more mid-market space, which is why BKM was such a great fit—industrial with a touch of Class B office.

In residential, there’s often more emotion involved. In contrast, people at their place of work tend to be more practical. Especially here, many tenants are small business owners just starting their entrepreneurial journey. There's a sense of excitement and newness—they’re growing, scaling. It’s energizing to be part of that.

Why do you think BKM stands out in the property management space?

C: Two reasons: our 'boots on the ground' mentality and our accessibility. A lot of companies have moved their managers off-site or remote, but at BKM we are still physically present. Tenants know where to find us and can have in-person conversations when needed. It builds trust and improves service quality. There’s something irreplaceable about showing up face-to-face.

Do you have any notable stories from your time at BKM?

C: I’ll share two. One funny (well—scary, actually), and one heartwarming. The scary one: during an after-hours emergency, I notified a tenant I’d be entering their unit to check for a leak. Minutes later, after announcing myself and entering with the fire department, I walked outside to be surrounded by police—hands in the air. It turns out they called the cops despite the initial heads-up!The second story is about my first Operation Education event at the BKM corporate office in Newport Beach. When I first walked in to greet everyone, the energy, the kindness, and the culture were the first things I immediately took note of—it felt like I was exactly where I was supposed to be. I’ve worked at larger companies before and never felt that sense of belonging. I’ve even referred two people to the company since then. When you experience something great, you want to share it, and I think it is safe to say most other people at the company feel that similar sense of pride.

What is your favorite part about your job?

C: Every day is different. You’re constantly learning—whether it’s solving a new kind of tenant issue, figuring out how a building system works, or jumping into an unexpected challenge. I’ve had great mentors here, and I came in wanting to absorb everything. That mindset has helped me grow quickly in my role.

What advice would you give to someone who wants to enter the property management space?

C: Find a mentor and don’t be afraid to ask questions. Our department is incredibly helpful and collaborative. I keep Teams open all day—I reach out constantly, and I always get a response. Networking inside your company is just as important as connecting with tenants.

How do you build meaningful connections with your customers and how can they use you as a resource?

C: Being present, listening actively, and showing you care are key. Especially in difficult conversations, I try to show empathy and transparency. I’ll do everything I can to help, and if I can’t, I explain why. People respect honesty and effort.

I like to think of myself as our tenants’ ultimate customer service rep. Whether it’s tech help with the portal, or figuring out how to move a sink, I’ll walk them through it—or connect them with someone who can. I’m here to make things smoother and easier.

How do you approach tough conversations?

C: I approach tough conversations with kindness, a smile, and honesty. I want tenants to see me as a human—not someone quoting the lease like a robot. If it’s a tough conversation, I acknowledge that. I say, 'I know this isn’t ideal, but let’s work through it together.' That realness makes a big difference.

What are some challenges you face as a property manager, and how do you overcome them?

C: Rising costs have made budgeting difficult—especially with things like security or maintenance. But being creative helps. We’re lucky to have a great team of engineers, which allows us to take on more in-house and stretch our budgets further.

How does BKM support its PMs in delivering exceptional service?

C: BKM has invested greatly in the tools we need to be successful in our jobs—like Facility Manager for example, which lets us access info on-site and on the go. Task-based apps like Asana also help keep things moving. In this job, you must juggle a lot, and technology makes that easier.

What trends are you noticing in the industry, and how is it affecting your role? What innovation would you like to see in the near future?

C: Sustainability is a big one. We're seeing a push for LED lighting, EV charging, and utility providers offering incentives. We’re also using tools like ChatGPT to speed up writing and research. AI is becoming a helpful part of the workflow, allowing us to focus our energy on more important matters.

I’d love to see AI-driven tenant support in the future—like a chatbot that helps with tech questions or guides them through setting up bank accounts. Those small, repetitive tasks take up a lot of a property manager’s time, and streamlining them would benefit everyone.