Key takeaways
How Epic creates value for its clients
- It is a team game. Leasing, property management, tenants, and clients all have to pull in the same direction. No one can do it alone.
- Understand the owner’s goals first. Whether a client plans a short or long hold shapes everything, and you cannot offer value until you know their objective.
- Ask questions without apology. Kevin’s first mentor told him he did not ask enough questions, and curiosity has driven his career ever since.
- Teach, do not scold. Mistakes will happen, so treat them as learning and move on.
- Use technology to free up people. Epic is adopting tools like predictive invoice coding and an AI-assisted service request platform so staff can focus on service.
About the guest
KH
Kevin Humphrys
VP, Real Estate Management, Western Canada, Epic Investment Services
Kevin leads real estate management for Western Canada at Epic Investment Services, overseeing about 70 people across Alberta, British Columbia, and Manitoba. A former teacher and banker, he has worked in industrial leasing, property management at Oxford Properties and Summit REIT, and ran his own development company. He is a founding member of NAIOP’s Edmonton chapter.
Episode summary
In this episode
Kevin Humphrys taught school and worked in banking before a friend suggested commercial real estate. He started in industrial leasing, learned property management at Oxford Properties, ran his own development company, and now leads real estate management for Western Canada at Epic Investment Services.
He explains why curiosity and asking questions matter, how he leads a team of about 70 people, and how Epic builds value around each owner’s goals. He also covers negotiation, the technology Epic is rolling out, and its path toward net zero, from LED lighting to heat pumps and green leases.
Kevin talks about industry associations, his goals for Epic, how Epic tendered janitorial services nationally, a Disney customer service story, and the property he would love to manage.
Chapters
- 0:00Introduction
- 1:41About Epic Investment Services
- 2:57Kevin’s career path
- 16:56Curiosity and asking questions
- 19:32Advice for new professionals
- 21:16Leadership lessons from many companies
- 22:36Teaching, not scolding
- 24:22Managing a large regional portfolio
- 28:01Creating value for clients
- 29:40Win-win negotiations
- 31:22Technology and service requests
- 34:22Trends to watch
- 36:15Sustainability and the path to net zero
- 39:40Industry associations
- 41:21Goals for Epic
- 43:12Customer service reading
- 44:41Choosing janitorial partners
- 48:00A Disney customer service story
- 50:29Dream property
Jump to a chapter (19)
- 0:00Introduction
- 1:41About Epic Investment Services
- 2:57Kevin’s career path
- 16:56Curiosity and asking questions
- 19:32Advice for new professionals
- 21:16Leadership lessons from many companies
- 22:36Teaching, not scolding
- 24:22Managing a large regional portfolio
- 28:01Creating value for clients
- 29:40Win-win negotiations
- 31:22Technology and service requests
- 34:22Trends to watch
- 36:15Sustainability and the path to net zero
- 39:40Industry associations
- 41:21Goals for Epic
- 43:12Customer service reading
- 44:41Choosing janitorial partners
- 48:00A Disney customer service story
- 50:29Dream property
From the conversation
Transcript excerpts
It’s a team game and you have to rely on each other as a team. You can’t do it all on your own…
Kevin HumphrysPlay from 0:14
Until you understand that objective you can’t offer value. So the value comes once you understand that.
Kevin HumphrysPlay from 1:01
He goes, you know what your problem is Kevin, you don’t ask enough questions.
Kevin HumphrysPlay from 9:28
Want a cleaning scope with clear expectations?
We’ll walk your building with you and send a written cleaning scope and price. Free, no obligation.
Read the conversation
Full episode transcript
Show transcript
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FAQ
Questions about this episode
How does Epic choose janitorial companies?
Epic recently tendered janitorial services across Canada to use its scale. It only invites companies it trusts and has good service experience with, and it spells out expectations clearly, from cleaning rounds and day porters to products that support sustainability and health goals. Prices tend to be similar, so service levels decide.
How does Epic create value for property owners?
By first learning each owner’s goals, such as hold period and income targets, then using its suite of leasing, management, and asset services to lower operating costs and grow revenue in line with those goals.
What sustainability steps is Epic taking?
Epic is mapping a path to net zero across asset classes. Steps include LED lighting, cycling car plugs, energy audits, green leases that share utility data, and heat pumps with gas backup.
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