What you need to know about the Client in the FM and Workplace industry.
"why have a dog and bark yoursellf?"
WHO
The Client is the person(s), organisation, local authority, et al who have identified the need for an FM function.
They have established that there is a gaping hole between some services currently being delivered and where they need to be.
They’ve been advised, or seen performance data or taken a workplace, employee or customer satisfaction survey/audits and realise that they are not doing well or could do better in some area of the business, workplace, real estate portfolio or some other something that they are trying to achieve.
They have decided to take steps, they’ve engaged and delegated to FM providers to run the service, or decided to create an in house department to fill a need, or even instruct a facilities management consultant to review, observe, direct or create an action plan and work with them for the interim while they plug this hole.
WHY
I believe the answer to the WHY is very simple and the least complex part of Facilities Management.
The Client, whoever they are, has done this for one of two very simple reasons, I hasten to add, in my experience.
- They don’t WAN’T to do it
- They CAN’T do it
Both are fine reasons, and there’s no problem with admitting to either.
Reasons for both could be that they either have more pressing matters to attend to, it's too large a job or it takes away focus from their core operations and/or they realise that there is a gap in their knowledge or skill set and are astute enough and humble enough to know that if THEY can't do it well, hire a team that can.
However, where some clients and indeed some FM providers get it wrong, is where they forget their role, their purpose and why this transaction has happened in the first place.
Allow me to give examples
THE ANALOGIES
SCENARIO 1
I walk into my nearest McDonalds.
I can't be bothered to cook tonight, I have things on my mind, I need an early night.
I pop in real quick, knowing that McDonalds can serve up what I need fairly quickly (unless I customise my item) but as a whole I know what I'm getting.
I approach the counter, and proceed to tell the server where the button on the till is for the item I want instead of what the item I want is.
I describe exactly how I want my sauce distributed in my burger and resort to drawing it out on a napkin.
I know it’s a cheeseburger made with American cheese because that’s what they advertise, but decide that actually it would be better if they used cheese sauce, even though they don’t stock it and would be nigh on impossible to get for my burger right now
I top this all off by asking if I can watch my burger being made, stage by stage, moment by moment to make sure they put all the ingredients in as listed.
Does this sound reasonable or slight silly to you.
You've come here because you know they know what they are doing, you’ve trusted them to provide you with something you can't get yourself in that particular moment, so WHAT ARE YOU DOING?
Instructing an FM as a Client
You need to explain your vision, your need and allow them to deliver.
You must trust that they will revert back if they are unable to deliver upon your request.
If by some chance they make a mistake and give you something you've not exactly asked for, give them the opportunity to bring it to you themselves, allow them to rectify it.
SCENARIO 2
Yep, I’m using fast food again, let's call it the McDonaldson approach, (hey I have my own term)
“Can I please have a double cheeseburger, but can I have no ketchup or mustard but replace them with mayo instead.
Can I have no pickles or chopped onion but shredded lettuce.
You know while I think about it, can you substitute the beef burgers for a chicken one....”
Do you see where I'm going with this one?
Clients who hire FMs stating what they claim they need from you which is in fact the complete opposite to what they actually want.
Having been both the Client and an FM in my time, I urge you not to ask for a double cheeseburger if you are really in need of a McChicken sandwich. You are setting us both up for failure.
Similarly, that approach works both ways, don't tell a client when bidding or what not, that you can provide them with a McChicken when you're actually only able to deliver a double cheeseburger with the potential for an addition of an apple pie. Unrealistic expectations are the quickest route to failure. And that is nowhere near what they asked you for.
If you can’t deliver the whole menu, be up front.
If some items are sold out, inform them.
If you’re in testing/early phases, not ready to roll out. Speak up or the first battle is lost.
This goes back to points in my previous blogs “Navigating Mental Health and FM” and “To be an effective FM”. Transparency and Communication is key!
Time to flip the initial scenario on its head and explain "How not to be an FM to a Client".
For those who are still with me on the McDonaldson Approach, I commend you.
SCENARIO 3
Let’s set the stage.
The Client comes in and states very clearly what they require, they understand the cost, the resources needed, the timelines involved, and they are still willing to go ahead.
You, in turn, clarify the request and just in case they weren’t clear on the options, you ask if that’s a meal or just the item that they want.
This fact finding or ensuring that the Client has a full understanding of the options, is perfectly fine, it’s what you should do.
The Client may not realise they want more than they had originally asked for, they may not also remember that they can go large for a couple quid more to be even more satisfied or delighted.
HOWEVER - I’m of the mindset that this next part is where Client – FM relationship falls down.
However, you ask THEM too many questions, and you ask them to:
- Show you where the button for that item is on the till.
- Ask them how they want their sauce distributed on the burger. Could they draw you a diagram.
- Tell them it’s made with American cheese but would be better with cheese sauce…that you don’t have, nor can you obtain easily.
- Do they want to watch you make the burger to be sure that it’s done correctly.
"Would you have faith in the “Expert” you paid to deliver something, if they can’t give you what you wanted without having their hand held?"
Would you have faith in an FM who goes into minutiae which defeats the purpose of why you came to them in the first place?
As an FM organisation or individual, do you realistically see this perceived lack of confidence in your own ability to deliver your own services without chapter and verse, as giving the Client confidence in you, or is it likely that they’ll soon be disenchanted with the experience and become disgruntled and start looking elsewhere?
MY TWO PENCE
My advice to blossoming FM’s when it comes to understanding and managing Client relationships is this.
- Pay attention to what your Client wants, but don’t smother them.
- Understand their end goal, their vision and give them a snapshot into yours.
- Consult with them when needed but don’t ask them to do your job for you.
- Show them what you can offer.
- It’s up to them if they want it or not, don’t be overbearing.
- Communicate but use your emotional and social intelligence to identify what is enough and what is way too much.
- Pre-empt their needs, based on your understanding of them and inform but don’t go overboard and get them involved every step of the way.
- They are busy and have hired you, so they don’t have to be THAT involved.
- Don’t be too shy to say, you asked for a cheeseburger but from what you’ve said, I’ve seen a chicken sandwich might better suit you.
- Instead of giving into the client when clearly you can see that what they want is not what they’ve asked for.
And of course, my take on this matter doesn't mean that you can't give them what they asked for and add...
“let me offer you a peek at the rest of the menu for other items you may want to try out next time. Trust me, I’m fully confident in our offerings and trying something different may surprise you”
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