Mastering the Art of Facilities Maintenance

managing time and resources effectively

Who’s your heat guy/ gal

Years ago, companies hired maintenance staff to handle the ins/ outs of routine maintenance, perform preventive maintenance, and occasionally call in contractors for specialty trades like electrical, vertical transportation, plumbing, and HVAC among others.
Contractors would develop one-on-one relationships with maintenance staff and directors, and the technicians performing these services would often form friendships with the maintenance directors and engineers they served. Occasionally these friendships turned into collusion and price-fixing but more often they simply became a way for the contractor and the customer to develop a trust-system where the contractor would teach maintenance staff how to better maintain their systems, and thereby provide assurance that when the contractor was called- both parties understood that the contractor would not overcharge for service, and that the maintenance staff would not abuse the relationship.
However, with an ever-evolving world of new technology, trends in outsourcing, and budget constraints- many times there is no maintenance staff onsite, and the technicians lose that personal sense of contact.
So I guess, the question is- how do you develop a relationship, and a “trust-system” when a service tech is simply responding to a site, opening a door with a key fob, and working on equipment for a faceless client?
A couple of ways I have found some success is to communicate frequently through email- and to be active in social media. My twitter account gives my customers (and potential customers) a chance to communicate with me on a regular basis, and develop a “friendship” that gives them a sense of security about having me service their equipment.
My customer can get to know me, find out what sports I like, who my “driver is” and have a sense of not just what I do, but who I am.

February 15, 2010 Posted by | Uncategorized | , , , , | Leave a comment