登录查看更多内容

How do you handle environmental complaints from facility users?

由人工智能和领英社区提供技术支持

Environmental complaints from facility users can be challenging for facility managers (FMs) to address. They may involve issues such as indoor air quality, noise, temperature, lighting, waste management, or water conservation. How do you handle these complaints effectively and efficiently, while maintaining user satisfaction and environmental performance? Here are some tips to help you:

此文章中的业界达人

由社区从 5 条内容中精选。了解更多

Pierre Frans D.

HSE PROFESSIONAL "We cannot change the human condition, but we can change the conditions under which humans work”.
Ajay Vanse IGBC-AP MBA

Facility Technical & Administration | Corporate Real Estate Service | Workplace Design service | Power Quality…
Sikander A.

Helping Clients to Enhance Facilities | Facility & Real Estate Professional | Transition & Project Strategist |

1 Listen and empathize

The first step is to listen to the user's complaint and empathize with their situation. Acknowledge their concern and show that you care about their comfort and well-being. Avoid being defensive or dismissive, as this may escalate the problem or damage your relationship. Ask questions to clarify the nature, extent, and impact of the problem, and record the details for future reference.

添加您的观点

Sikander A.

Helping Clients to Enhance Facilities | Facility & Real Estate Professional | Transition & Project Strategist |
举报内容
It is the most important part of a FM , listen, understand and acknowledge the user complaints.. if you can't listen with focus, you giving the message of ignorance...

已翻译

赞

2 Investigate and diagnose

The next step is to investigate the cause and source of the problem, using your FM knowledge and tools. You may need to inspect the facility, review the building systems, consult the maintenance records, or conduct tests and measurements. You may also need to involve other stakeholders, such as contractors, suppliers, or regulators, to help you diagnose the problem. Once you have identified the root cause, you can determine the best solution.

添加您的观点

Pierre Frans D.

HSE PROFESSIONAL "We cannot change the human condition, but we can change the conditions under which humans work”.
举报内容
Get Health & Safety department on your side: 1) There always is some sort of legislative requirement which provides a guideline. 2) Get your H&S Officer to conduct a report with photo evidence and linking in the legislative requirement. 3) Get management buy in - Arrange a meeting with stakeholders involved: FM Manager, Finance, Director. 4) Explain the problem to stakeholders and advise the benefits of keeping occupants happy. 5) Get the most practical solution with minimal cost implications if possible. i.e. Lux meter with temp functions combined. 6) Send out communication to occupants to keep them informed. 7) Implement the solution and monitor / review.

已翻译

赞

3 Communicate and resolve

The final step is to communicate your findings and actions to the user, and resolve the problem as soon as possible. Explain the cause and solution clearly and respectfully, and provide a realistic timeline and expectations. Follow up with the user to confirm that the problem is solved, and ask for their feedback and satisfaction. If the problem is complex or requires further intervention, keep the user updated and informed until the resolution is complete.

添加您的观点

4 Learn and improve

After resolving the problem, you should learn from the experience and improve your FM practices. Analyze the complaint data and identify any patterns, trends, or gaps in your environmental performance. Implement corrective or preventive actions to avoid or minimize similar problems in the future. Educate and train your staff and users on environmental best practices and policies. Monitor and measure your environmental outcomes and report on your achievements.

添加您的观点

5 Engage and collaborate

One of the best ways to handle environmental complaints from facility users is to prevent them from happening in the first place. You can do this by engaging and collaborating with your users to create a positive and sustainable facility culture. Solicit their input and feedback on environmental issues and initiatives, and involve them in decision-making and problem-solving. Recognize and reward their contributions and behaviors that support environmental goals. Build trust and rapport with your users, and show them that you value their opinions and needs.

添加您的观点

6 Innovate and adapt

Finally, you should always be ready to innovate and adapt to changing environmental conditions and expectations. Stay updated on the latest trends and technologies in FM environmental and sustainability practices, and explore new opportunities and solutions. Evaluate and improve your environmental performance and standards, and benchmark them against industry best practices and regulations. Seek feedback and advice from experts and peers, and share your knowledge and experience with others.

添加您的观点

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?

添加您的观点

Ajay Vanse IGBC-AP MBA

Facility Technical & Administration | Corporate Real Estate Service | Workplace Design service | Power Quality Analyser | ESG/Sustainability | ChE | MBA-OM | IGBC AP | Lean Six Sigma |
举报内容
Patterns are below 1)Embrace Transparency 2)Comprehensive Understanding 3)Parameter Analysis 4)Change Assessment 5)Continuous monitoring 6)Identity Trends 7)Record Keeping 8) P to P and F to F assessments.

已翻译

赞
Warren John

QUENSH Practitioner/Consultant - Retired
举报内容
All good advice has been given - but it's good to remember to treat internal complaints in the same way as a external complaints, that is - record it, assign resolution responsibility, investigate the problem - propose a short/long term resolution action - get action agreement from the complainant - initiate the immediate and/or long term fixes - check their effectiveness with the complainant - record and promulgate/teach the lessons learned - close the matter.

已翻译

赞
Shameer Koorappoyil CMCA? MBA Mcom

Yes, I can do it | Property / OA Community Management | Property Sales & Leasing - Residential / Commercial | FM Soft Service | Unit Handover | Building Management | Building Inspector | M 100 | M 201
举报内容
Once it’s read as environmental complain it’s reflect they trying to sort out an existing issue not only personal benefit but also considering his living place to be the best for others too . In this case we need to be more helpful mind set to sort out issue by listening and understanding real reasons and find best and speedy solutions. Then outcome to be communicated as responsible team

已翻译

赞

Facility Management (FM)

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

How do you handle environmental complaints from facility users?

1

2

3

4

5

6

7

1 Listen and empathize

2 Investigate and diagnose

3 Communicate and resolve

4 Learn and improve

5 Engage and collaborate

6 Innovate and adapt

7 Here’s what else to consider

Facility Management (FM)

给文章评分

感谢您的反馈

更多Facility Management (FM)相关文章

更多相关阅读内容

How do you handle environmental complaints from facility users?

1

2

3

4

5

6

7

1 Listen and empathize

2 Investigate and diagnose

3 Communicate and resolve

4 Learn and improve

5 Engage and collaborate

6 Innovate and adapt

7 Here’s what else to consider

Facility Management (FM)

给文章评分

感谢您的反馈

查看其他技能