How can facilities managers enhance the user experience and satisfaction of their occupants and clients?

This may be an over-simplification, but first pay attention to the day-to-day occurrences. What's broken? From whom do you receive the most complaints? Develop a proactive plan to eliminate the pain points (if you have the budget for it).

Worked for large MNC Indian GCC which inherently has its own challenge of connecting with Global organisation culture and local flavor herein the Facilities & Workplace team comes in play which needs to be the bridge in making sure the right combination and balance of Business outlook and user experience comes in play. Someone would say how is Facilities or Workplace Team holding this fort then here comes the answer...We hold the multiple touchpoints right from Employee entering the Office at Security Checkpoint, Desks, Washroom, Cafeteria, Special events, etc. that were the beyond his/her work the satisfaction matters. Though HR leads employee Engagement initiatives its the workplace team which makes a impact-effort to make it successful

By prioritizing user satisfaction and addressing their needs proactively, facility managers can create a positive and productive environment. A well-executed customer service strategy not only enhances occupant experience but also contributes to the overall efficiency, sustainability, and reputation of the facility.

Become known as the one that walks the extra mile. Take notes after every meeting. Sometimes it is the small datils that makes the difference. Anticipating their needs and finding ways to make their life easier goes a long way. Remembering their birthday by putting a card on their will score you extra brownie points.

The best way to get to know your users is by being visible and being accessible by making yourself highly approachable. It takes time to build rapport with some, but you'll find most people just enjoy a smile and maybe something to make them laugh. Break-up the "stuffiness" if necessary with a bit of professional humor! The sooner you can "break the shell", the sooner you can find- "what is it that this person needs from me"?. "How can I be helpful to their needs"?

Ironically, the answer has nothing to do with mechanics or skill sets. To enhance user experience and satisfaction, be sure to speak and interact truthfully and never over promise but always find a way to over deliver.

People often neglect getting the opinion of the facilities professionals for anything involving building use plans/ideas. Using a recent example, I had a consult with someone looking to hang hooks for storage on a wall. Well, it turns out that some of the areas had electrical panels which could potentially violate fire/safety codes by blocking accessibility. They made the right choice by asking if what they were doing was "right" Best of all, it wasn't an uptight or disappointing conversation because rapport has been developed with this person.

Be transparent about available resources, be it the Office space use efficiency or Budget for office materials acquisition, so users will minimize their expectations from facilities team.

The goal here is enhancing your user's productivity. Your facility should enable them to adjust their space to their comfort level (HVAC, lighting, etc) to the point they aren't thinking about the facility, but their work. I sell technology for the workplace, but if it is just a "cool piece of tech" with no tangible benefit, it's a waste of money. Make the facility an place that enhances their efforts both as individuals and an organization.

Acrescentaria na implanta??o de tecnologia, duas atividades: 1. Automa??o: Implementar sistemas automatizados para ilumina??o, climatiza??o e seguran?a, melhorando a eficiência e o conforto; 2. Aplicativos e portais Oferecer aplicativos ou portais online onde os usuários possam reportar problemas, fazer reservas ou acessar informa??es. Incluo, um novo tópico. O da Sustentabilidade. 1. Práticas verdes: Implementar práticas susténtáveis, ocmo reciclagem, uso eficiente de energia e água, e promo??o de transporte sustentável; 2. Certifica??es ambientais: Buscar certifica??es ambientais que demonstrem o compromisso com a sustentabilidade.

Service excellence is approaching any situation positively, even in the most pressing matters. Avoid saying "we can't" and instead offer alternative solutions. Using another recent example, I was approached about running an extension cable in a ceiling to power something temporarily. Instead of first saying "we can't do that, I offered an alternative solution that worked great until a permanent solution comes available. I then explained why their idea couldn't be done. They fully appreciated the explanation and were fully understanding of it. Communication, positivity in adversity, and placing yourself in uncomfortable situations builds customer service excellence techniques.

One way to deliver excellent and extraordinary service is to get it done as fast as you can. Set the expectations from the start. Communicate if there is a delay and compensate with possibly visiting with a smile and drop off a hot meal or chocolate.

Ensure your team is not reacting or solving problems without identifying the root cause. Many times in the FM world we get basic calls that are triaged and corrected quickly. But they come back again. Example you get the hot/cold complaints from the same set of offices in a set period. Your team needs to be trained to not only correct the issue, but look at the trends and figure out what the root cause of the issue is. Turning the heat/cold up or down is easy. Looking at why certain areas are always hot/cold and trying to figure out ways to increase comfort and reduce these calls takes time. Make sure your team is trained to take that time and figure it out so you can have them work on more value added items.

Be proactive. Be kind and considerate. Keep them informed. It is all the same service delivery mantra but it works. Loop them into the outcome and resolution to give them ownership and pride in their workspace.

Include the people you support and let them have buy in and ownership to foster ownership and pride. Being part of the solution is a pathway away from being part of the problem!

Chocolates! We have a bowl of chocolates and lollies on our desk. When people come to visit we offer them a 'traveler' as they leave. Others come for a chat and mental heath break from the day to day. Have an open door policy.