What's your strategy for identifying customer and client FM needs?

1 Assess the current situation

The first step is to assess the current situation of your FM operations, services, and performance. This involves collecting and analyzing data from various sources, such as surveys, interviews, feedback, audits, reports, benchmarks, and best practices. The data should cover both quantitative and qualitative aspects, such as costs, quality, efficiency, satisfaction, compliance, risks, and opportunities. The goal is to identify the strengths and weaknesses of your FM delivery, as well as the gaps and challenges that need to be addressed.

2 Define the desired outcomes

The next step is to define the desired outcomes of your FM activities, based on the needs and expectations of your customers and clients. This involves setting clear and measurable objectives, indicators, and targets that align with the strategic goals and priorities of your organization. The desired outcomes should also reflect the values and culture of your organization, as well as the stakeholder and user perspectives. The goal is to create a shared vision and direction for your FM team, as well as a framework for evaluating and communicating your results.

3 Engage and collaborate

The third step is to engage and collaborate with your customers and clients throughout the FM process, from planning to implementation to evaluation. This involves establishing and maintaining regular and effective communication channels, such as meetings, newsletters, webinars, forums, and social media. The communication should be transparent, honest, and respectful, and should provide opportunities for feedback, input, and involvement. The goal is to build trust and rapport with your customers and clients, as well as to understand their needs and expectations better, and to adapt and improve your FM solutions accordingly.

4 Innovate and optimize

The fourth step is to innovate and optimize your FM solutions, based on the data, outcomes, and feedback you have gathered. This involves applying creative and critical thinking, as well as the latest tools and technologies, to design and deliver FM solutions that are efficient, effective, and sustainable. The innovation and optimization should also consider the environmental, social, and economic impacts of your FM activities, as well as the future trends and challenges that may affect your organization. The goal is to create value and differentiation for your customers and clients, as well as for your organization and FM team.

5 Monitor and review

The final step is to monitor and review your FM performance, based on the objectives, indicators, and targets you have set. This involves collecting and analyzing data from various sources, such as surveys, interviews, feedback, audits, reports, benchmarks, and best practices. The data should cover both quantitative and qualitative aspects, such as costs, quality, efficiency, satisfaction, compliance, risks, and opportunities. The goal is to measure and report your FM results, as well as to identify and implement areas for improvement and learning.

6 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?