Having spent the last twenty (20) years in the facilities management and commercial real estate, I think I can confidently say that it is simultaneously one of the most rewarding yet challenging careers. Why do I say this?
The responsibilities of a Facilities Manager (FM) in an organization can be very demanding. The FM while not being the CEO or president of the organization has the responsibility to ensure occupants are comfortable, systems and equipment operate optimally, and most importantly reduce operating costs overtime. All this while ensuring full alignment with the overall strategic objectives of the organization. In the FM world, a very small issue which affects only one occupant can escalate in just a few minutes to something major for which a report is required at the highest level. Another scenario might be a bigger issue or breakdown which causes major disruptions to the business and loss of revenue. While both are at opposite ends of the spectrum, they both require three (3) fundamental skill sets to lessen the impact on all stakeholders.
Strategic Initiator
Facilities Management is all about planning ahead. We plan for everything and especially when it comes to routine maintenance activities. However, planning must go beyond preventative or corrective maintenance. Planning includes, budgets, expenditures, relocations, construction projects (large and small) business continuity, disaster preparedness and so much more. It is important for an FM to have a structure and system in place to safeguard against adverse impacts when there are issues relating to any of the gamut of things within our portfolio of responsibilities. Proactive risk assessment and mitigative actions are constants in our daily activities. Thankfully, there are many tools and systems on the market to assist in achieving this.
Confident Communicator
Once you have established your program, it is important for the relevant stakeholders to be fully apprised of the standard operating procedures. Yes, there will be different levels of communication for the various stakeholders, but of course, that is also a part of your plan. Identify the who, what, when, where and communicate accordingly! Will it be email, posters, policy documents, seminars, workshops, handbooks, online training, face-to-face casual engagements? All of these have their places. So, you decide based on your organization’s culture and communication policy and action.
Excellent Customer Service
Your occupants, tenants, clients, managers, all stakeholders are your customers. What do your customers want? Satisfaction! Your manager wants the satisfaction of seeing a reduction in energy usage. Your occupants want the satisfaction of working in a clean and not too cold office. Your tenants want the satisfaction of getting value for their rent, and the list goes on. Customer satisfaction is hinged on establishing respectful, professional, and mutually beneficial relationships while meeting goals and expectations. Do you agree?

Having a healthy relationship with your customers work hand in hand with your communication strategy. The truth is an email will not work all the time even though it is the SOP for a particular situation. That is when the good old relationship comes in. Sure, in establishing these relationships you will hear stories about their childhood, their preferred foods or even which of your colleagues they don’t like! But while you are a good listener, you will find polite and empathetic ways of establishing boundaries as you build these relationships.
Another fundamental, which is often overlooked is smiling with your customers. You might be having a bad day, or your manager just had to answer to the Board of Directors about the 15% increase in energy bill over the last period, but your job really goes beyond that. Take a small break, breathe, and face the music with clarity and a smile. You would be surprised at the difference it makes in your daily interactions with your customers.
I enjoy this profession and I have had many lessons along the way which will continue impacting my growth in the profession. I also have great respect and appreciation for all facilities managers, both young and seasoned. So, let’s keep building each other while keeping it real. This is a bit on the lighter and more personal side of Facilities Management but please, share your thoughts with me. I would love to hear them!
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