Maximising Customer Service in FM

How do we Personalise our Services?

April 2015

Les O’Gorman

Global Sites & Facilities

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Where Are We Now?

Hiding behind Helpdesks, You can’t do that! What’s your Cost Centre?

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The Pursuit of Data

FM’s love data but wouldn’t information be more useful?

■ Driven by metrics

• SLA

• KPI

• Per Sq M/Ft

• Per capita

■ Driven by cost and only maybe value?

• Outsourcing has increased our efficiency

• We’re doing more for less!

■ Just 10 per cent of business leaders surveyed said they had complete confidence in their organisation’s ability to get the most from its data – Iron Mountain Survey 2015

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• Increased turnover of staff following outsourcing?

• Trend to homogenous services – same standards, same provision everywhere?

• Shared Services Call centres

• Job Tickets/SOPs/Regimentation

• Discretion?

Impersonal Services

How connected to our customers are we?

• Off Shore Call Centres – no local knowledge, responses driven by on screen scripts

• Lack of company/product knowledge

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Where we should we be?

In touch with our customer and business sides

■ First and foremost we are a business enabler

■ We are there to help our customers ‘do their business’.

■ To achieve this we need to completely understand what they need from FM

• Customer Expectation

• Business Requirement

• Resource Availability – theirs and yours!

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How Do We Get There?

Use Information & Intelligence Not Data!

■ Understand your customer

• Promoters/Advocates

• Coaches

• Challengers

■ Use this to tailor your approach to collect the right data

■ Analyse your data in light of this new found customer intelligence and turn it into information

• Use your FM data to put your customer into perspective and understand what they need from FM

• Demonstrate to your customer what you are doing for them in the key areas that matter to them and show how well you are doing it!

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How Do We Get There?

Get closer to your customers■ Buddy Up at all levels !

• C Suite through to Shop floor

• Gather intelligence, pool it and share it.

■ Use this to influence your planning, budgeting and thinking

■ With this information you will be able to second guess, pre-empt and anticipate your customer needs

• Space Demands

• Infrastructure

• Office Services

• Security

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How Do We Get There?

Put People First■ Easy connection and access to services via team

members - allow them to raise FM Helpdesk tickets

• Security Officers/Reception

• Engineers

• Cleaners

■ Champions

• Give team members specific customer areas or groups to look after, identify advocates within customer groups.

■ Floor Walking

• Its not rocket science! Visibility of team members is key.

■ FM Surgeries

• Base team members in specific locations (break out areas, regional offices etc.) on specific times/days to gather feedback, gripes etc.

■ Technology

• Give team members the right mobile tech to be able to access the FM Helpdesk and other key info sources where and when needed

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How Do We Get There?

Accessible Systems & Services

■ Share information NOT data

• Portals are great but are often designed for the Property & FM professional – make them user friendly and relevant to the customer

• Report on topics the customer wants and share the same data with your team

• Don’t use jargon – keep it simple!

• Posters and Desk drops still have value

■ Use technology but in the right place, right time & right way

• QR codes

• Intranet/Extranet

• Apps

• Telephone

• Helpdesk

• CRM tools?

• Customised dashboards

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Don’t

Hide behind your helpdesk & systems

Publish reams of data showing great KPI/SLA compliance which may mean nothing to the customer!

Operate ‘a log a call’ mentality

Don’t start every answer to a customer with ‘what’s your cost code?’

Take Aways

We are a business enabler! So go out there and enable!!

We are a business enabler! So go out there and enable!!

‘Humanise’ your service

Do

Put People First - Empower & Invest in your team members at all levels – use technology and the information you gather to support them in developing strong relationships with their customers

Accessible Systems & Services - Deliver customised services and report on those services which are key to the customer

Get Closer to your Customers - Walk the Floor, be visible and accessible. Buddy Up!

Questions?

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Thanks!