Field Notes: A Glimpse into Industrial Property Management with Lisa Hooton

At BKM, our property managers are the face of our mission—dedicated, service-oriented, and essential to our success. In our Field Notes series, we spotlight the professionals who bring that mission to life every day. This time, we sat down with Lisa, one of our standout Senior Property Managers in the Northern California region, to learn what drives her, how she connects with tenants, and how she sees the future of property management evolving.

Lisa Hooton

📍 Concord, CA

2 team members

7 parks | 92 tenants | 760,100 SF

With BKM since December 2018

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

L: I never had the dream of becoming a property manager—it was an accidental opportunity. After moving to Northern California with a degree in social work, I wanted to work in the public sector. I wanted to work in the probation department—with gang detail and youths. As a Mexican American myself, it was the ability to work with minority youths and show them that you can do better.

I then applied for an administrative role at Lincoln Property Company. I made it clear I wanted to grow, and soon transitioned into property management. The role allowed me to use my social work skills to connect with and support people, which has shaped my entire career.

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

L: BKM’s branding and tenant engagement really set us apart. From events where tenants can preview upcoming improvements, to the consistent and recognizable style of our buildings, tenants know when they are at a BKM property—and they value it.

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

L: One of the biggest challenges we faced was a homeless encampment near our Concord Business Park. Rather than tackling it alone, I worked with tenants to raise concerns collectively to local agencies. Through collaboration, we got the area cleared, reducing break-ins and improving safety. It was a win for our tenants and a testament to the power of teamwork.

What is your favorite part about your job?

L: The relationships I build with tenants. Beyond business interactions, many of my tenants feel like neighbors who look out for one another. I work very late sometimes, and my tenants tell me that I can always call them if I don’t feel safe or if I need them for any reason. That’s the type of relationship that we’ve established. Getting to know them personally is what makes this work so rewarding.

How do you build meaningful connections with your customers?

L: By treating everyone with equal respect—whether they’re working in the warehouse, running day-to-day operations, or leading as the CEO—I make sure no one feels overlooked. For me, it’s about listening carefully, empathizing with their situation, and providing guidance that helps them succeed.

How can customers use you as a resource?

L: I see myself as both a landlord and a coach for my tenants. I often coach them on best practices like documenting everything and keeping thorough records, because those details can protect them years down the line. Building trust means being approachable, transparent, and consistent, so tenants know I’m not just their landlord, but also a reliable partner who’s invested in their long-term success.

One example was a tenant who struggled with billing errors due to a language barrier—by sitting down together, we uncovered a mistake and corrected it. I believe in listening, owning mistakes, and helping tenants navigate challenges so they know they can rely on me as a trusted partner and advocate.

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

L: One of the biggest challenges is dealing with difficult or aggressive tenants. Emails full of capital letters and threats can feel overwhelming, but I’ve learned that meeting face-to-face often diffuses conflict—people tend to soften once they know you personally. I never approach conversations by saying, ‘you’re wrong,’ but instead focus on reasoning and finding a solution. Over the years, my skin has grown thicker, and I’ve learned to pause, think strategically, and stay professional. Challenges don’t intimidate me; I see them as opportunities to problem-solve and build stronger relationships.

How does BKM support its PMs in delivering exceptional service?

L: The technology platforms BKM invests in—like Facility Manager and BKM Intel—help us stay organized and deliver better service. The tools keep evolving and make our jobs more efficient.

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

L: Insurance has become one of the biggest challenges in the industry. While large corporations can manage rising premiums, many smaller ‘mom and pop’ tenants struggle to obtain or afford coverage, which sometimes forces them to relocate or close their business. As landlords, we also must ensure we’re covered, but insurance companies are placing more requirements on properties—even down to things like electrical panels. Balancing these demands while supporting tenants has become a major part of the role.

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

L: I’m not a tech expert, but I’ve seen how quickly new platforms and sustainability tools are reshaping property management. While automation could make tasks like reporting easier, I believe managers still need to stay hands-on to truly understand their properties’ performance. The technology we have now is helpful, but nothing replaces knowing your portfolio inside and out.