Key takeaways
Lessons on leadership and building technology
- Succeed through your team. Lachlan’s biggest shift came when he focused on giving his people the tools, resources, challenges, and recognition to do great work.
- Technology is a tool, not a saviour. Software only helps when people use it to make better decisions, the same way gym equipment only works if you use it.
- Being data driven means connecting systems. Combining HVAC, work order, and energy data supports fault detection that tells operators what to fix and what to expect.
- Property managers own building cybersecurity. Know who comes in remotely, how they get in, what they can access, and which devices sit on your networks.
- Measure customer success with numbers. Net promoter score, retention, hot and cold calls, and uptime show whether tenants are getting great service.
About the guest
LM
Lachlan MacQuarrie
VP, Customer Success, Intelligent Buildings
Lachlan leads customer success at Intelligent Buildings, which helps commercial real estate owners manage building technology and cybersecurity. He trained in civil engineering, urban planning at Queen’s, and business at Ivey, then spent almost 11 years at Oxford Properties leading platform services before a senior role at Epic Investment Services.
Episode summary
In this episode
Lachlan MacQuarrie started in engineering and urban planning, worked in real estate acquisitions and development, and spent almost 11 years at Oxford Properties leading platform services, including one of Canada’s first national smart building programs.
He explains how servant leadership and board governance training changed the way he leads, why cross-industry collaboration through groups like BOMA matters, and how Intelligent Buildings helps owners use data and protect operational technology from cyber threats.
Lachlan also covers how data and sensors can make cleaning more targeted, how landlords should measure customer success, and the trends he is watching, from AI to the skilled trades gap. He closes with advice for property managers and three book picks.
Chapters
- 0:00Introduction
- 1:29What Intelligent Buildings does
- 2:33Lachlan’s career path
- 7:01Why Intelligent Buildings
- 8:46Servant leadership
- 13:52Education and board experience
- 17:42BOMA and industry collaboration
- 20:04Misunderstood smart building tech
- 23:10What being data driven looks like
- 28:56Data and janitorial services
- 30:35Oxford’s smart building strategy
- 36:10Cybersecurity in property management
- 42:26Measuring customer success
- 45:57Trends to watch
- 50:18Advice for property managers
- 54:20Dream building
- 57:01Book recommendations
Jump to a chapter (17)
- 0:00Introduction
- 1:29What Intelligent Buildings does
- 2:33Lachlan’s career path
- 7:01Why Intelligent Buildings
- 8:46Servant leadership
- 13:52Education and board experience
- 17:42BOMA and industry collaboration
- 20:04Misunderstood smart building tech
- 23:10What being data driven looks like
- 28:56Data and janitorial services
- 30:35Oxford’s smart building strategy
- 36:10Cybersecurity in property management
- 42:26Measuring customer success
- 45:57Trends to watch
- 50:18Advice for property managers
- 54:20Dream building
- 57:01Book recommendations
From the conversation
Transcript excerpts
I could do great things with great people and… it doesn’t have to be about me.
Lachlan MacQuarriePlay from 10:09
Technology is not the answer. Technology is a tool.
Lachlan MacQuarriePlay from 0:33
You can be good at something… and not get energy from it. And I think I found in Intelligent Building something I’m good at and that I get energy from.
Lachlan MacQuarriePlay from 8:29
Want cleaning that targets where it is needed most?
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
Paste the edited transcript here.
FAQ
Questions about this episode
How can data improve commercial cleaning?
Lachlan has seen sensors used to show which areas need service and robotic floor cleaners used in large shopping centres. Targeting cleaning where it is needed can improve results and lower costs, though it takes some investment from both the owner and the cleaning company.
What should property managers know about building cybersecurity?
Start simple: who is coming into your building remotely, how they get in, what they can access, and whether they expose you to risk. Property managers also need an inventory of building devices and clear policies on access and updates.
What books does Lachlan recommend?
The 13 Habits of Standout Leaders by William Vanderbloemen, plus Raving Fans by Ken Blanchard and Sheldon Bowles, which he recommends to every property manager for its customer service lessons.
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