{"id":1004796650,"date":"2026-05-01T10:26:10","date_gmt":"2026-05-01T18:26:10","guid":{"rendered":"https:\/\/www.commercialsearch.com\/news\/?p=1004796650"},"modified":"2026-05-08T13:07:47","modified_gmt":"2026-05-08T21:07:47","slug":"how-carr-properties-is-rebuilding-around-the-customer","status":"publish","type":"post","link":"https:\/\/www.commercialsearch.com\/news\/how-carr-properties-is-rebuilding-around-the-customer\/","title":{"rendered":"How Carr Properties Is Rebuilding Around the Customer"},"content":{"rendered":"\n
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A joint venture between Carr Properties, National Real Estate Advisors and The HYM Investment Group delivered One Congress, a 43-story trophy office tower in Boston, in 2023.
Image courtesy of Carr Properties<\/em><\/figcaption><\/figure>\n\n\n\n

Carr Properties doesn\u2019t like using the word \u201ctenant,\u201d reasoning that it’s too contractual, too transactional.<\/p>\n\n\n\n

Instead, the firm prefers to call its occupants \u201ccustomers.\u201d The distinction, according to Senior Vice President of Operations Linda Cogburn, is what enables the \u201cCarr Experience,\u201d the company\u2019s name for its style of property management that emphasizes personal interactions and a premium experience.<\/p>\n\n\n\n

The company began using the term in 2019 at The Hub, a Class A office property in Washington, D.C.\u2014before top-notch amenities and hospitality-like service became table stakes for premier space\u2014and today it refers to consistency across the portfolio.<\/p>\n\n\n\n

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The \u201cCarr Experience\u201d is also a guiding principle as the company refocuses its strategy following the 2025 exit of longtime institutional partner J.P. Morgan Asset Management. The company has shed some assets while it concentrates on higher-quality redevelopment-driven opportunities. In recent years, Carr has also begun diversifying into multifamily, partnering with other companies to acquire obsolete office buildings, demolish the properties and redevelop them into apartment homes.<\/p>\n\n\n\n

Currently, the firm maintains a relatively tight but growing portfolio of eight owned properties across the Boston, Washington, D.C., and Austin markets, and manages eight more assets for third parties.<\/p>\n\n\n\n

\u201cWe\u2019re really dedicated to creating an amazing experience for our customers,\u201d shared Oliver Carr, founder & CEO of Carr Properties. \u201cThat could be a customer working in an office building or it could be a resident at one of our multifamily projects.\u201d<\/p>\n\n\n\n

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Carr Properties completed The Wilson, a 348,000-square-foot office tower in Bethesda, Md., in 2021, and plans to continue developing trophy office buildings while also investing in upgrades to older assets.
Image by Jeffrey Sauers; courtesy of Carr Properties<\/em><\/figcaption><\/figure>\n\n\n\n

The Carr Experience<\/h2>\n\n\n\n

In the post-pandemic world of hybrid work and commute-averse employees, having an office worth traveling to is crucial to success. According to Cogburn\u2014who joined Carr more than 13 years ago after over two decades working in property management\u2014the firm\u2019s property management strategy emphasizes community gatherings and personal interactions.<\/p>\n\n\n

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Oliver Carr, founder & CEO of Carr Properties, comes from a long line of Washington, D.C., real estate developers. He originally sought to work in corporate finance but later took an interest in the commercial real estate industry.
Image courtesy of Carr Properties<\/em><\/figcaption><\/figure><\/div>\n\n\n

\u201cWhat we\u2019re doing is working to establish customers for life,\u201d said Cogburn, who joined our virtual interview from the conference center at Carr\u2019s 200 State St. office building in Boston. \u201cWe want to ensure that our customers have a much different experience than at any other property.\u201d<\/p>\n\n\n\n

Carr\u2019s approach to property management is rooted in what it calls \u201cdistinguished hospitality,\u201d which Cogburn said is the way the firm\u2019s employees handle interactions with customers. Each year, Carr associates\u2014including security officers, parking attendants and janitorial supervisors\u2014undergo 15 hours of specialized training on how to best interact with customers.<\/p>\n\n\n\n

Additionally, property management employees meet every two weeks to discuss distinguished hospitality, sharing recent feedback from customers and going over what\u2019s working or what needs improvement.<\/p>\n\n\n\n

Cogburn said this emphasis on human and culture development is how Carr is able to maintain a consistent customer experience across its portfolio\u2014something she sees as a strategic advantage.
\u201cYou can replicate design. You can build the greatest fitness center,\u201d she commented. \u201cBut what you can\u2019t do is replace our people.\u201d<\/p>\n\n\n\n

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