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What are the most effective ways to communicate the importance of maintenance to stakeholders?

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As a facility manager (FM), you know how vital maintenance is for ensuring the performance, safety, and value of your assets. But how do you convey this message to your stakeholders, such as clients, tenants, owners, or senior management? In this article, we will explore some of the most effective ways to communicate the importance of maintenance to stakeholders, and how to overcome some of the common challenges and barriers.

本文章的要点总结

Understand stakeholder priorities:

Tailor your communication to align with what stakeholders care about most. This ensures your message resonates deeply and highlights how maintenance supports their specific goals.### *Use engaging visual aids:Present data in graphs, charts, or videos to make your points clearer and more compelling. Visual tools help stakeholders grasp complex information quickly and keep them engaged.

本摘要由 AI 和以下专家提供支持

Anwar Alkuwaykibi, CFM?, CAPM?

LinkedIn Top Facility Management Voice
Jahanzaib Qureshi

Facility & Real Estate Leader|…

1 Identify your stakeholders' needs and expectations

The first step to communicate the importance of maintenance is to understand who your stakeholders are, what they care about, and what they expect from you. Different stakeholders may have different priorities, such as cost, quality, compliance, sustainability, or satisfaction. By identifying your stakeholders' needs and expectations, you can tailor your communication to highlight how maintenance aligns with their goals and interests.

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Jahanzaib Qureshi

Facility & Real Estate Leader| Unilever, Frieslandcampina Engro, Tapal |
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Some stakeholders want sustainability, and some want to have operations running. If stakeholders want cost saving there are many areas in FM where one saves cost, IOT things, digitization, etc. FM needs to analyze the vision and philosophy of stakeholders and then communicate for better results.

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Luke Allan

General Manager - Property / Facilities Management
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Understand the stakeholders expectations, worries and concerns. They may be concerned with a variety of factors, including price, quality, sustainability, compliance and satisfaction. Tailor your message to demonstrate how maintenance enables them to fulfil their interests and goals.

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2 Use clear and consistent language

The second step to communicate the importance of maintenance is to use clear and consistent language that avoids jargon, acronyms, or technical terms that may confuse or alienate your stakeholders. Instead, use simple and concrete words that explain the benefits and outcomes of maintenance, such as improved reliability, reduced risk, enhanced appearance, or increased efficiency. You can also use analogies, metaphors, or stories to illustrate your points and make them more memorable.

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Jahanzaib Qureshi

Facility & Real Estate Leader| Unilever, Frieslandcampina Engro, Tapal |
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Suppose you are managing a large residential society, communicating and maintaining the right use of energy equipment to tenants may save costs and serve them better. Tell them their life is because maintenance is a priority and you must take an equal part.

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Luke Allan

General Manager - Property / Facilities Management
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Depending on your audience, you may have to simplify your language and include visual representations of the message you are trying to get across. I have found that starting simple, then adding on detail as requested is a good way to ensure everyone understands the message.

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3 Provide evidence and data

The third step to communicate the importance of maintenance is to provide evidence and data that support your claims and demonstrate your value. You can use various types of data, such as performance indicators, benchmarks, audits, surveys, or testimonials, to show how maintenance contributes to the achievement of your stakeholders' objectives and expectations. You can also use data to compare the costs and benefits of different maintenance strategies, such as preventive, predictive, or reactive, and to justify your recommendations and decisions.

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Eduardo Arazola Martínez

Creating and optimizing spaces to work and joy | FF&E | Furniture | Supply Management | Podcaster | Author
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You should have a lot of data, and then turn those data into useful information for stakeholders. You can use the part of the data each stakeholder is focused on. You can talk about money to finance profiles, energy savings to enviromental profiles, etc. Of course, it can be useful to show data in a visual way, but when you are talking to professionals it's more important the accuracy of data than coloured graphics. Maintenance is related to long term data, so you can rely on case studies and previous projects.

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4 Use visual aids and tools

The fourth step to communicate the importance of maintenance is to use visual aids and tools that enhance your message and make it more engaging and persuasive. You can use graphs, charts, tables, diagrams, photos, or videos to present your data and evidence in a more accessible and appealing way. You can also use tools such as dashboards, reports, or newsletters to communicate your maintenance activities and results regularly and transparently.

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5 Involve and educate your stakeholders

The fifth step to communicate the importance of maintenance is to involve and educate your stakeholders in the maintenance process and decision-making. You can do this by soliciting their feedback, input, or suggestions, by inviting them to participate in inspections, audits, or meetings, or by providing them with training, resources, or guidance on maintenance best practices and standards. By involving and educating your stakeholders, you can build trust, rapport, and collaboration, and increase their awareness and appreciation of the importance of maintenance.

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6 Anticipate and address challenges and barriers

The sixth and final step to communicate the importance of maintenance is to anticipate and address any challenges or barriers that may hinder your communication or undermine your message. Some of the common challenges or barriers include lack of time, budget, or resources, resistance to change, conflicting priorities, or misinformation. You can overcome these challenges or barriers by planning ahead, being proactive, flexible, and responsive, by providing solutions, alternatives, or incentives, and by addressing any concerns, questions, or objections with respect and confidence.

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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?

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Anwar Alkuwaykibi, CFM?, CAPM?

LinkedIn Top Facility Management Voice
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Not only maintenance in general, but preventive maintenance specifically. Almost everyone agrees on the importance of maintenance but what I find difficult to convince stakeholders of is preventive maintenance. A facility manager need to convince all stakeholders that by investing in preventive maintenance, they can prolong the lifespan of their property's systems and equipment, thereby saving significant costs in the long run. These proactive measures can also help minimize downtime, reduce utility bills, and ensure a safe and comfortable environment for tenants, ultimately leading to a higher return on investment for the property owner.

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Luke Allan

General Manager - Property / Facilities Management
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Difficulties can arise when a building owner (for example) sees no benefit in PPM, or if their plan is to sell the building before the construction warranty period ends. This can result in the new owner taking on equipment that has suffered a reduction in its lifespan. Hopefully in these cases, the buyer would do their due diligence and review the PPM schedules & reports.

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What are the most effective ways to communicate the importance of maintenance to stakeholders?

1

2

3

4

5

6

7

1 Identify your stakeholders' needs and expectations

2 Use clear and consistent language

3 Provide evidence and data

4 Use visual aids and tools

5 Involve and educate your stakeholders

6 Anticipate and address challenges and barriers

7 Here’s what else to consider

Facility Management (FM)

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What are the most effective ways to communicate the importance of maintenance to stakeholders?

1

2

3

4

5

6

7

1 Identify your stakeholders' needs and expectations

2 Use clear and consistent language

3 Provide evidence and data

4 Use visual aids and tools

5 Involve and educate your stakeholders

6 Anticipate and address challenges and barriers

7 Here’s what else to consider

Facility Management (FM)

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