TILT Service Standards
What our clients can expect, and what we stand behind.
Most commercial real estate clients assume their advisor is doing the right things behind the scenes. In reality, there is usually no way to know.
When you work with TILT, your advisor is held to clear service standards throughout the transaction, not just at the beginning. These standards protect your time, your outcomes, and your ability to make informed decisions without needing to become a real estate expert yourself.
If execution quality breaks down during your engagement, you are not left to manage the situation on your own. TILT provides a structured path forward, without confrontation and without starting over. Depending on the issue, TILT will address it directly with the advisor, reset expectations, or reassign the engagement to a new advisor entirely. Your progress is preserved and your momentum is protected. This recourse is built into every TILT engagement. It is not an escalation. It is a standard part of how the process works.
Our commitment to you
Professional representation
The standard:
Your advisor is expected to operate with professionalism, respect, and discipline at every stage of your transaction, with you, with counterparties, and within the broader market.
Why this matters:
Poor conduct, delayed responses, or sloppy execution can quietly weaken your negotiating position without you ever realizing it.
Single-advisor engagement
The standard:
Each client is matched with one qualified advisor who is responsible for representing you throughout the engagement. TILT remains involved throughout the engagement to provide oversight and ensure service standards are upheld.
Why this matters:
When tenants work with multiple brokers, no one is fully accountable for the outcome, and owners often do not take the requirement seriously. Without clear representation, advisors are unlikely to invest deeply, and landlords are less inclined to engage meaningfully. A single accountable advisor signals commitment to the market, earns credibility with owners, and enables focused effort, proper analysis, and stronger negotiation.
Timely engagement
The standard:
Advisors are expected to make initial contact within 1–3 business days of assignment and to operate with urgency throughout time-sensitive moments of the transaction.
Why this matters:
In commercial real estate, timing directly affects leverage. Delayed responses can stall momentum, signal uncertainty to owners, and reduce negotiating power. Advisors who move promptly help preserve optionality and position clients more effectively.
Market coverage and opportunity sourcing
The standard:
Advisors are expected to pursue market opportunities comprehensively, including listed opportunities and where applicable, unpublicized options that may be identified through market relationships.
Why this matters:
The best opportunities are not always the most visible ones. Comprehensive market coverage requires time, credibility, and focused representation. Without clear responsibility and effort, viable options are often missed or never surfaced.
Explanation and financial analysis
The standard:
Advisors are expected to explain recommendations in plain language and provide financial analysis that allows clients to compare options meaningfully. When multiple opportunities are under consideration, advisors are expected to present comparative financial analysis.
Why this matters:
Clients are often asked to choose between deals without clear side-by-side economics. Without proper explanation and analysis, critical financial implications can be misunderstood or missed entirely.
Transparency around conflicts
The standard:
Any factor that could reasonably influence the advice a client receives is expected to be disclosed clearly. This includes situations where an advisor or their firm represents multiple parties, including dual agency, or has an economic interest in a specific outcome which must be disclosed when options are presented.
Why this matters:
Commercial real estate incentives are not always obvious. Without clear disclosure, clients may receive advice shaped by dynamics they cannot see, limiting their ability to evaluate recommendations objectively.
Continuity and accountability
The standard:
Intervention may include addressing issues directly with the advisor, resetting expectations, or reassigning representation in a way that preserves continuity and protects the client's momentum.
Why this matters:
In most brokerage relationships, clients are left to manage service breakdowns on their own. Without a clear path for intervention, progress stalls and leverage is lost. Built-in accountability ensures issues are addressed early and the transaction continues without unnecessary disruption.
Consistent standards regardless of deal size
The standard:
The same service expectations are applied regardless of square footage, commission size, or internal brokerage priorities.
Why this matters:
In traditional brokerage models, smaller or mid-sized requirements are often deprioritized despite carrying meaningful risk for the client. Consistent standards ensure professionalism, attention, and accountability are not contingent on deal economics.
Are you an advisor? See how these standards apply to you.
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