How can FM create value for customers and stakeholders?

1 Understand your customers and stakeholders

The first step to create value for your customers and stakeholders is to understand who they are, what they want, and how they perceive your FM services. You can use various methods to collect feedback, such as surveys, interviews, focus groups, or observation. You can also segment your customers and stakeholders based on their characteristics, preferences, and behaviors. This will help you identify their pain points, expectations, and satisfaction levels.

2 Define your service value proposition

The next step is to define your service value proposition, which is a clear and compelling statement that explains how your FM services solve your customers' and stakeholders' problems, meet their needs, and deliver benefits. Your service value proposition should answer three questions: What do you offer? How is it different from others? Why should they choose you? You can use the value proposition canvas to map out your value proposition in relation to your customer segments.

3 Communicate your service value proposition

Once you have defined your service value proposition, you need to communicate it effectively to your customers and stakeholders. You can use various channels and formats, such as websites, brochures, reports, presentations, or social media. You should also tailor your message to your audience, using language and tone that resonate with them. You should highlight your unique selling points, evidence your value, and address any objections or concerns.

4 Deliver your service value proposition

Communication is not enough; you also need to deliver your service value proposition consistently and reliably. You can use various tools and techniques, such as service standards, performance indicators, quality management systems, or service level agreements. You should also monitor and measure your service delivery, using feedback mechanisms, audits, or benchmarks. You should strive to meet or exceed your customers' and stakeholders' expectations, and resolve any issues or complaints promptly and professionally.

5 Improve your service value proposition

Creating value for your customers and stakeholders is not a one-time activity; it is a continuous process of improvement and innovation. You should regularly review and update your service value proposition, based on changing market conditions, customer needs, and stakeholder demands. You should also seek opportunities to enhance your service value proposition, by adding new features, benefits, or services, or by reducing costs, risks, or inefficiencies.

6 Demonstrate your service value proposition

Finally, you should demonstrate your service value proposition to your customers and stakeholders, by showcasing your achievements, impacts, and outcomes. You can use various methods to communicate your value, such as case studies, testimonials, awards, or recognition. You should also quantify and monetize your value, by using metrics, models, or methods that link your FM services to your customers' and stakeholders' goals and performance.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?