FM & Customer Experience
What is considered to be the most significant has changed over the last few years in our quickly evolving business world. While revenues and earnings are a solid indicator of your professional success, a facility manager’s ability to draw in and keep satisfied customers is even more important. Flexibility and creativity are essential to your customer’s success and, ultimately, your own.
Improving Customer Experience through following ways:
Recognize Your Clients
Knowing your clients is the first step in providing good customer service. Consider facilities from their point of view and what matters to them. Along with a great brand, people seek things like functional physical assets, an easy flow around the business, and the impression that their issues are being heard and taken seriously.
Until anything goes wrong, the influence of various FM services on the user experience is frequently ignored. Since the AC isn’t working, both guests and employees are complaining about how hot it is. Untidy or filthy spaces invite more complaints. Because routine maintenance was not performed when it should have been, a water pump malfunctions and requires expensive repairs; the company now needs to find the money for urgent repairs. Because the main objective is to avert emergencies and foresee demands before they materialise, good facilities management largely goes unnoticed.
Consider Their Concerns
Taking care of problems before they become a problem is one of the finest methods to respond to consumer complaints. An expert FM is familiar with the details of their client’s industry and may therefore foresee many problems before they occur. In any sector, however, there will inevitably be unforeseen issues. FMs can minimise those issues by doing thorough planning, paying attention to their clients, and keeping lines of communication open. Establishing a quarterly meeting so that you can be presented with a prioritised list of issues is one of the ways to go forward.
Inquire about their opinions
Simply asking your clients how satisfied they are is the simplest way to find out. You can always make the effort to survey opinions even if your client does not have a satisfaction assessment policy in place.
Contact us for a free demo of how our expertise can help you achieve your business goals.
