In this episode, host David Abrams is in conversation with Nicole Dallas, Global Head of Technical Services at Cushman & Wakefield. Nicole started her career journey by adopting the “fake it until you make it” strategy, which led to her first position as a Chief Engineer at a hospital. Nicole now focuses on leading engineering and operations platforms for service providers. She recognizes that she does not know everything and therefore has come to rely heavily on those around her to bridge the gaps, including the engineers that she works so closely with. I love Nicole’s “bottom/up” philosophy, which comes from being in the field and engaging with all members of her team. During the height of the pandemic, Nicole did not slow down for a minute. Quite the opposite, she had to accelerate a process to develop the next generation of expert facility engineers. While COVID was causing tenants to add walls and plexiglass, Nicole and her team were busy adjusting air systems to reflect changes to the physical floor plate, and later repeating the process as these barriers started to come down. Nicole has always worked remotely with her team located around the world, however, she does recognize the role that amenities play in helping define great tenant experience, largely due to the need to increase tenant “choices”. Her line of business has actually ramped up with new demands to manage buildings that are “idle”, but still need to be maintained and ready for reactivation as needed, bringing about new challenges and opportunities for her team.  Subscribe to TEN so you never miss an episode of the Tenant Experience Network.