Page 2 — Property Management Quarterly — April 2021 Letter from the Editor A year ago, the second-quarter Property Management Quar- terly was filled with news about a new virus and con- cerns for potential lockdowns. What a difference a year makes.This issue focuses on what probably would have been inconceivable then – that after a year of limited capacity and shifting workplace expectations, we’re starting to prepare for a vaccinated population in which employees come back to the office in larger numbers, consumers venture out for errands more often, individuals make travel plans and many rejoice at the thought of engaging in face-to- face social interac- tions. This issue reminds readers that reclaiming a sense of normalcy will require paying attention to the mun- dane as well as going above and beyond to inspire tenants. So while this issue highlights articles covering man- agement, maintenance, technology, law and many other regular topics, I was struck by how every category discusses some familiar elements along with things that feel like new territory. For example, it’s common for us to include articles addressing spring cleaning and maintenance in the April issue; however, it’s less common to highlight articles discussing how to ensure your building components, which may have been used at less- than-full capacity this past year, must be prepared to safely ramp back up. Likewise, articles covering the impor- tance of customer service for tenant relations have been a cornerstone in Property Management Quarterly. But with office and retail vacancy rates plummeting in the past year and sub- lease space skyrocketing, the argument that good service is essential to retain and recruit tenants is more important than ever. Further, while sustainability projects have topped many property wish lists for years, the focus has shifted slightly with wellness now an integral part of the conversation. It isn’t enough to have a building that is certified to minimize energy use – it must place an equal emphasis on health and well- ness. Many argue that the impression of a healthy building will be a key com- ponent to getting tenants back in your space. Finally, the pace at which technology has infiltrated our lives in the past sev- eral decades is almost hard to remem- ber, as Becky Hanner reminds us on Page 26. But the pandemic makes the progress of the past seem to have occurred at a snail’s pace compared with all the newways people have embraced technology in a single year. So while we usually feature articles about new solutions, we now see how technology is a part of everything prop- erty managers oversee. As commercial real estate spaces fill back up, I’m anxious to hear from read- ers about the joys and growing pains that accompany the reboot. Michelle Z. Askeland 303-623-1148, Ext. 104 Weathering last year’s storm Contents Property management news Fiduciary duty and liability for property managers Kevin Walsh and Jessica Allison The WARNING Rules: What managers must know Stephanie D. Loughner A younger matter of perspective from a veteran Tom Bahn Property management is more important than ever Liz Taylor and Jessica Cole Cost-effective ways to create healthier buildings Brie Martin 2 wellness-focused certifications worth investing in Adam Meltzer and Renée Azerbegi Tips to help maximize your building’s clean air Cindy Boyes-Wetzel Maintenance tasks to prepare for full capacity Bill Zoeller Businesses should conduct spring cleaning too Kevin Lynch Management must be ready and willing to adjust Maria Galindo and Andrew Glaser What business is commercial real estate really in? David Abrams Proper protocol for homelessness challenges Kevin Carter The rising role of tech in commercial real estate Becky Hanner Tech for long-term solutions, not short-term fixes Adam Luckey 4 6 8 10 12 14 16 18 20 22 23 24 25 26 26