News & Views

Search Twitter under the hashtag fail and you’ll come across a lot of examples of poor service, disgruntled customers and some almost unbelievable situations. Look for the hashtag fmfail and there are some great examples of facilities management failings, enough to make even the most robust facilities professional blush – the security guard playing solitaire in a City office reception and the receptionist reading news stories on the internet (thanks FM Guru), the security asleep when the FM turns up to do a site inspection (@stapletoncoach), the empty Klix machine during a swimming pool gala (@FM_day2day) or the retailer who plays rap so loudly in their changing rooms that shoppers are forced out (cathy_fm_world). BIFM deputy chair and powerPerfector consultant Ismena Clout (@iswhiz) added to the list when she went for a night out at a local restaurant and spotted the big aggressive sign in a restaurant to instruct people to use the loo brush after use – with no loo brush provided.

As a nation we’re renowned for being poor at complaining and being prepared to put up with some awful service but the joy of Twitter has allowed us to rant about poor service without the embarrassment of actually complaining to a person (big companies should take note – if you’re not searching Twitter for mentions of your company and responding quickly to complaints, then you’re missing a trick and what might now be a minor complaint could escalate very quickly when people retweet the more hilarious or serious complaints). Virgin has been very swift to respond to #virginfail tweets but other companies have not performed as well. It’s now known by BT customers that it’s very difficult to get through to their customer service department to actually speak to someone but if you post negative tweets about an organisation, they will respond more promptly. Surely properly staffing their call centre in the first place would avoid customers having to go public via Twitter with their complaints?

But do we reward good service? Asda is known for its very competitive pricing but not usually for its good customer service or friendly staff. So when an Asda delivery driver went beyond the call of duty and carried my shopping down two flights of stairs to my kitchen (not even the Ocado man used to go that far) I went on to Asda’s website to email my thanks to his bosses, so he would get recognised. Even though there was an option to complain, there was no way to simply make a comment or say ‘thank you’ so I ended up sending a complaint to say thanks (which probably never got read).

As an industry, we need to get better at recognising great service. Yes, there are various annual awards, but what about the numerous examples of exceptional service that happen in facilities management teams every day? Which is why @izwhiz and @theatreacle have suggested an #fmgoldstar hashtag on Twitter. If you have witnessed great FM, then post your comments on Twitter with #fmgoldstar and we can start to recognise all the great things happening in our profession and learn from them.

But don’t stop the #fmfail either – it’s good to know when we get it wrong so we can make it right. My next #fail is directed at computer manufacturers who bury the hash key deep inside the keyboard – they need to move with the times and have it as easy to reach as the exclamation mark. Moan moan moan…

When Sky Sports presenters Richard Keys and Andy Gray indulged in a few off-air comments about female assistant referee Sian Massey and West Ham vice-chairman Karren Brady during the Liverpool and Wolves football match late last month, they thought that was the last they’d heard of their banter. But what they thought was a private off-air chat turned out to be an extremely public one, when transcripts of their conversations were published in the Sunday newspapers and the video became one of the most watched clips on YouTube. Gray was sacked from his job and Keys swiftly resigned.

Keys and Gray are hardly the first people to be caught out in that way. The tabloid archives are full of celebrities recorded saying things when they thought the camera, microphone or tape recorder was off (often with hilarious consequences, at least for the headline writers); employees have been sacked for making disparaging remarks about their employers on Twitter and Facebook; and personal and business relationships have broken down when the wrong person was sent the wrong email.

Sending the wrong communication might lead to some pretty dire consequences but sending no communication at all can be even worse. Last week I visited the FM team of a major retailer embarking on a large facilities management project, which has been in the planning stages for two years. My visit coincided with the head of FM presenting the new project to the company’s purchasing department and I was invited to sit in on the meeting to get an overview. I naively assumed that the presentation was the latest update on the project to the procurement team but I couldn’t have been more wrong. This was the first time the head of purchasing and his team of regional purchasing managers had heard about the plans, despite the proposed strategy affecting their day-to-day roles. After the meeting I quizzed the FM about this, and was told that the purchasing (and other) departments in the company had been consulted about the project since its inception but had not responded. It turned out that few people understood what FM was in the organisation and even fewer cared – despite the FM team playing a key role in managing the organisation’s core business, its retail stores.

Clearly there are two sides to every story and maybe the company’s other departments weren’t that interested in what FM was all about. But the success of that FM’s particular project lay with other departments changing the way they worked so communicating the plan was an essential part of the strategy.

Sometimes us facilities professionals are very good at doing the technical and practical job of an FM but terribly bad at communicating to other people. If we remember to tell people that the loos on the first floor will be shut next week, it will be a brief note on the door saying ‘out of order’. Instead we need to adopt some PR skills and promote why we’re doing something and the benefits: ‘Apologies that these facilities are closed. Your newly-refurbished bathrooms will be unveiled next Monday’ is a much more positive message.

Good communication is so essential to the success of what we do. Getting it wrong is unlikely to end up with public shame like Gray and Keys but could lead to professional obscurity, project failure and even prosecution if we fail to communicate important legal issues.