One of the most important skills as a facility manager is managing expectations. It is difficult to prioritize tasks while maintaining a happy workplace, but it is completely doable! Keeping these five points in mind, expectations will be managed, and satisfaction will be at an all-time high.
1. Safety and Compliances
Safety and compliances are at the top of the list for ensuring the well-being and security of clients and employees, as well as everyone working in a facility. All bad plumbing, electrical, and design flaws should be of immediate concern and at the top of the list. The expectation here is that, as a facility manager, you are maintaining a safe working environment for all parties. Keeping up with compliances and codes will manage the expectations that you care about your work.
2. Understanding the End User’s Final Goal
Understanding what the end user wants is a large component of the job as a facility manager! Yes, you are there to do your job, but no project is the same and expected outcomes may differ from project to project. You are in the service industry, as a facility manager, serving up a great outcome according to the end-user is what you should strive for! Manage their expectations from the get-go and take the time to fully comprehend what the final results should be according to the project.
3. Flexibility with Communication Styles
This ties into being able to understand the goals and wishes for the project and managing the expectations in the process. As a facility manager, there should be the understanding that you are working for the end user. Communicate early on what you expect from them and ask what they expect of you. Be clear with how you work, what type of communication you prefer, and also let the customers communicate how they like as well.
4. Longevity versus a Quick Fix
As stated above, you are expected to complete the job and manage expectations in the process. You are there to complete the job with as a few problems as possible on the day to day basis while keeping the end goal in mind. With that said, it is important to look at the end goal in terms of longevity instead of using quick fixes. Everyone loves instant gratification, but it is prudent to look to the future satisfaction. A quick fix might lead to more problems down the road, but a solution that may take more time and effort might be better for client satisfaction for the long term.
One of the last priorities to keep in mind would be keeping everything documented. As a facility manager it is your job to know what the client said and wants. Do not walk around saying that you will remember what was said in a meeting or on the phone. Documentation of conversations, contracts, compliances, and all the extraneous materials needed to get the job done ensures a higher satisfaction. This will manage the end user’s expectation by reassuring that they are in the right hands and can trust that the job will be done well.
Keeping the priorities of a facility manager in mind, expectations can be properly managed and client satisfaction can be met! Whether it’s abiding by security guidelines, complying with a final vision, supervising and maintaining open communication, planning for a successful future, or making sure there is documentation to refer back to, HF Planners has experienced facility managers to manage all of your expectations. Need help starting a project? Contact us today to find out how we can help keep projects moving and on time to meet the deadlines.