Customer Satisfaction is Important for facility managers

It goes without saying that customer satisfaction is key to any company’s success. In the world of facility management, where what we do on a day-to-day basis is under the continual spotlight of all of our customers – and indeed, their customers – it is absolutely essential that we keep them happy. But how do we do this alongside the everyday errands that already take up so much of our time? In this blog entry, we have an array of tips for increasing customer satisfaction.

Whether you manage a school, a hotel, a residential building or any other facility with high traffic, you will know that an infinite number of people step foot in your building without noticing what you do behind the scenes. Without a facility manager, these buildings deteriorate, yet much of our work goes unnoticed. That is until something goes wrong. We can remind our customers and their customers of our essential work in the facility and keep them happy at the same time, a win-win situation for all. Here’s how:

If you feel like your business has come to a standstill, a diagnosis is in order. A well-designed survey could offer valuable insight into your customer’s world – what they like about you, so you can continue to do more for them and although it can be hard to hear, you’ll discover what they don’t like about you. Then it’s up to you to remedy this aspect if it’s a recurring theme amongst all your clients.

A short survey, powered by Google Forms or Survey Monkey is sure to identify your strengths and weaknesses in the eyes of your clients. You can offer a small incentive for participation, but we have found that most people are willing to free up a bit of their time to answer questions such as:

• How long have we been working together?
• What made you choose our facility management services?
• What did you expect from us?
• Did we deliver on your expectations?
• If no, which areas could we improve on?
• On a scale of 1-10, how efficient is our customer service?
• What are the benefits for your company from working with us?
• What would make you choose an alternative company?
• Explain a particular situation where we helped you solve a problem.

Questions that have multiple choice answers rather than written answers are more likely to be completed, so keep questions that require longer text answers to a minimum. Remember to thank your client for their feedback and actively work on any setbacks they mention. Your clients are the backbone of the company, after all.

Another way to ensure happy customers is to establish a protocol for dealing with them. You or your staff may be generally polite and helpful, but a strong system that includes specific criteria for customer treatment can increase your credibility and is a means of guaranteeing that your clients are happy.

A weekly phone call or email just to see how things are going for your clients is a personal touch that goes a long way. When engaging in small talk with your clients, make a mental note of personal details such as whether their kid plays basketball, if they were moving house, maybe a trip they are planning to take, and add these details to your diary to make sure you ask them the next time. A personal interest shows your client you are more than just an expense to them.

You know you are good at what you do, but there are hundreds of other companies out there doing exactly the same. How do you stand out from the rest? The trick is to provide exemplary service with a few added extras. Always arrive five minutes early. Stand out with a smart clothing protocol or snazzy uniform. Engage with your clients on their social media. There are many ways to make yourself and your company memorable, credible and functional for your clients. They are happy, and you stay strong in the industry.