Facilities management covers the functionality of a built environment by integrating people, places, processes, and technology. At its core, this practice is not solely about maintaining and optimising the physical buildings but also involves enhancing the occupant experience and keeping them satisfied. A robust facilities management strategy ensures operational efficiency, safety, and sustainability.
In this dynamic role, facility managers are entrusted with a multitude of tasks ranging from ensuring compliance with health and safety standards to optimising the building’s performance. However, the crux of successful facilities management often hinges on the quality of customer service provided.
The Role of Customer Service in Facilities Management
Customer service in facilities management serves as the linchpin that connects operational objectives with user satisfaction. Effective communication and service delivery can transform user experience from mundane to exceptional. When facility managers excel in customer service, they create an environment where issues are not only addressed promptly but also anticipated and mitigated before escalating.
Facility management differs from other service areas because it requires a perpetual engagement with the facility’s users. This ongoing interaction provides a unique opportunity to gather feedback and adapt services to meet evolving needs. Thus, customer service in this field is not just reactive but progressively anticipatory, aiming to personalise the user experience and enhance satisfaction.
When Customer Service Goes Wrong
Facility managers often face challenges such as undertrained staff, inadequate technology, and poorly managed user expectations, which can lead to subpar customer service. Facility users have diverse needs and expectations. Balancing these, while ensuring efficient operations, requires a nuanced approach and adept management skills.
93% of customers say they are likely to make repeat purchases from businesses that provide excellent customer service.
Impact of Poor Customer Service on Facility Operations
The ramifications of poor customer service in facilities management can be serious. When customer service falters, it directly impacts user satisfaction and can lead to increased complaints, which strain resources and potentially tarnish the reputation of the management team. Inadequate service can result in operational disruptions and might escalate costs due to inefficiencies and the need for repeated work. Furthermore, poor customer service can demotivate facility users, leading to a lack of engagement and reduced reporting of maintenance issues, which further deteriorates the facility’s condition.
Strategies to Enhance Customer Service in Facilities Management
Implementing Robust Training Programs: Training is essential in equipping facility management teams with the necessary skills and knowledge to deliver exceptional service. This includes training on technical aspects, as well as soft skills like communication and empathy.
Leveraging Technology: Modern technology such as Integrated Workplace Management Systems (IWMS), Customer Relationship Management (CRM) tools, and mobile applications can enhance the efficiency and responsiveness of customer service in facility management. These tools provide valuable data and insights that can be used to improve service delivery.
Regular Feedback Mechanisms: Establishing regular channels for feedback allows facility managers to capture and analyse user sentiments and experiences. This continuous loop of feedback and improvement facilitates a responsive environment that adapts to the needs of facility users.
Personalised Services: Understanding the unique needs of each user group within a facility allows managers to tailor services accordingly. Personalisation enhances user satisfaction and can lead to higher engagement and cooperation from facility users.
Case Study
Our client had owners visiting their UK operation from Germany, whilst we work with them regularly on the cleaning, security and grounds maintenance on site, there were areas outside of our agreed specifications that we believed would massively help with uplifting the overall quality on site.
We made the client aware of these areas and provided a proposal for completing the works required, we received the order and mobilised our teams within 24 hours to complete a 72 hour operation, the results were amazing and the site manager acknowledged that these things would not have been picked up without our input.
The visit went extremely well, including a special meeting for the owners with Oculus Facilities Management Directors where they complimented our efforts and acknowledged the improvement they have seen since we have taken over the facilities management of the site.
Conclusion
In conclusion, the role of customer service in facility management cannot be overstated. It is a strategic component that demands attention and continuous improvement. By prioritising customer service, facility managers not only enhance operational efficiency but also contribute to a positive, engaging, and supportive environment.
Ultimately, the human touch in facility management serves as the cornerstone of not just maintaining, but dynamically improving the life cycle and functionality of the facilities we rely on daily.
