Field Notes: A Glimpse into Industrial Property Management with Shannon Frankel

At BKM, our property managers are at the heart of everything we do—from the service we provide to the spaces we operate. In our Field Notes series, we spotlight the incredible professionals who keep things running on the ground every day. This time, we sat down with Shannon Frankel, one of our standout Assistant Property Managers in Denver, to talk about what brought her into the field, the lessons she’s learned, and what keeps her motivated in such a dynamic role.

Shannon Frankel

📍 Denver, Colorado

2 team members

3 parks | Approx. 100 tenants | 488,827 SF

With BKM since February 2024

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

S: I've always been drawn to roles that involve both relationship building and problem-solving and property management fits both perfectly. I don’t enjoy monotony—I thrive on the unexpected challenges that require quick thinking and strategy. This role comes with its own set of unique challenges, but I enjoy challenge.

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

S: BKM stands out because of its innovation and personal service. While we’ve built excellent technology and AI tools, we’ve never lost sight of the human element—focusing on our on-site presence and emphasizing a personal touch in our day-to-day interactions. We’re present and hands-on—our tenants and vendors know both our voices and our faces. We’re in the trenches with them every day, which is truly what sets BKM apart from its competitors.

Do you have any notable stories during your time with BKM?

S: One example comes to mind—we had a long-term tenant who was dealing with some operational challenges and going through a relocation. Because of how collaborative our internal teams are here at BKM, we were able to jump in quickly, figure out what they needed, and meet their timelines. Everyone pulled together to make it happen. We really leaned on our processes to support them, and that made a big difference. It helped them stay on track and keep delivering for their customers—because we showed up and delivered for ours.

What is your favorite part about the job?

S: My favorite part of the job is honestly the company itself and the team I get to work with. BKM is an incredibly positive and helpful place. I never feel like I need permission to reach out to someone, no matter their position. It’s collaborative, not competitive, which is rare in this industry. It’s more like—let’s all jump in and figure out what needs to get done, together. It’s not about who gets the credit. We all do. Every win is a team win, and the recognition is shared across the board.

How do you build meaningful connections with your customers?

S: It all starts with being present and truly listening. Since we’re on-site, tenants can come to us face-to-face. They can see that we care and are committed to solving their problems.

How can customers use you as a resource?

S: For everything. Whether it's a broken key or a service request, they know I’ll respond immediately with real solutions. I’m backed by an incredible team that ensures problems are resolved quickly and effectively. They know if they reach out, my response is going to be immediate, and not only am I going to respond, but there'll also be actions taken or options given on how we can resolve their problem.

What are some of the challenges you face, and how do you overcome them?

S: The biggest challenge is balancing competing priorities. Everyone’s need feels urgent to them, and I must be able to prioritize and deliver on those needs in a timely and organized way. It’s about using my resources effectively and staying focused.

How does BKM support its PMs in delivering exceptional service?

S: BKM invests heavily in training and resources. A lot of companies are supposed to have SOPs, but a lot of them are usually very vague. The SOPs, Property Management Handbook, and Scribe tools that BKM provides are invaluable. What’s more impressive is how collaborative the training process is—employees are the ones who built it and continue to shape it. If we see a gap, we raise the concern and the company works with us to fill it. That two-way feedback loop is very empowering.

What trends are you noticing in the industry, and how is it affecting your role?

S: The light industrial sector is growing rapidly, especially with changes in e-commerce and supply chains. Tenants expect us to stay ahead of these trends, and we do. There's always going to be change, and we have to adapt. We’re constantly learning and evolving. Even within our customer base, while the type of tenant hasn’t changed much, their needs—like better internet and power—have, and we’ve evolved to meet those expectations. They see value with what we offer because we are constantly taking the initiative to stay with or ahead of trends.

What is some innovation you would like to see in your field in the near future?

S: AI is already transforming the industry, and I’d love to see it go even further—especially in predictive maintenance. Imagine HVAC systems alerting us before they fail, or smart systems that detect leaks and outages before they become problems. It could save businesses time and money by addressing issues while they’re still minor.

Anything else you'd like to add?

S: Just that I truly love working for BKM. This isn’t just something I’m saying for the interview —I genuinely love my job. It’s an amazing company to be a part of.