This is the next in a series of posts highlighting critical Action Items that every facilities manager should be focused on throughout the year, but especially during certain parts of the year. You may learn about them all in the popular ebook, What Every Facilities Manager Should Do Now.
In our prior post, we covered the importance of regular roofing and building infrastructure checks. If facilities managers wait to address issues until building flaws become apparent, risk is greatly increased. That’s why it’s crucial to stay on top of the physical and structural conditions of all your locations by performing regular site inspections, especially with mobile-based tools.
For many sectors, especially for retail, the holiday season can make or break annual results. With other industries, different times of the year bring their own high impact traffic and corresponding business performance.
Brand Uptime Drives Positive Customer Experience
For the facilities management department, that means making sure that there’s absolutely nothing that will negatively impact the customer experience during these critical time periods.
Ensuring that everything is fully functioning within your store (or other location), i.e. your “store uptime,” is paramount to guaranteeing what’s called your “brand uptime,” particularly at these times.
Without superior brand uptime, you’re jeopardizing the company brand and customer experience. And during these high traffic - and often stressful - periods, it’s easy for your customers to be turned off - and away - quite easily.
Transparency Is Key For Facilities Management
FMs need to rely on their facilities management software to track and monitor open work requests, contractor response time and, particularly, the aging of service requests to make sure everything’s getting fixed quickly. To have any realistic hope of managing everything enterprise-wide, visibility into all aspects of the FM program is essential.
Traditional CMMS (computerized maintenance management systems) don’t always have the capabilities to identify problems and track all the open issues and their statuses in real-time, across all your locations. Full transparency across your program is a must: everything about your locations, work orders, assets, contractors, etc. must be readily available, understandable and actionable.
You don’t want to be the one responsible for sales shortfalls due to festering issues at your sites that push customers, patrons, visitors or patients to your competitor next door or down the block.
In future posts, we’ll highlight where other top performing facilities teams focus their efforts, from service provider performance management to end of period budgeting/planning.
All industries have time periods that are critical to their yearly success, and facilities managers need to be prepared for these times. Learn more about how in the popular eBook, What Every Facilities Manager Should Do Now.