4 Ways to Show Professionalism in Facilities Services

The quality of facilities operations and maintenance services is the primary criteria by which customers judge the entire facilities management department. While the facilities manager can measure the performance of operations and maintenance services, corporate executives may gauge your success by the customers’ perception of those services.

Facilities management employees and contractors can enhance the customers’ perception of facilities services personnel by adhering to:
  • proper identification
  • proper attire
  • appropriate demeanor and conduct
  • ethical standards

Proper Identification

All personnel should wear some form of identification, such as a name tag or photo identification card. Proper identification contributes to customers’ confidence and comfort level with the service delivery staff.

Proper Attire

The professional image of workers who deliver services is important. Grooming and dress code policies should be defined in writing and explained to personnel when they are hired. Typically, staff that perform the following non-management functions should wear uniforms:
  • mechanical maintenance and engineering personnel
  • security guards
  • janitorial personnel
  • moving and furniture vendors
  • receptionists and administrative assistants

Appropriate Demeanor and Conduct

More than any other function, service providers interact with all levels of management and workers on a recurring basis. If ever there was a function that can positively reinforce or negatively taint corporate opinion about the facilities management group, service providers or facilities workers, are it.

Facilities workers should be aware of acceptable responses to customer complaints. Facilities managers should provide written guidelines for dealing with upset or angry customers. Because facilities management departments often outsource operations and maintenance services, customers often cannot distinguish contractors from facilities personnel.

Ethical Standards

All operations related personnel must understand the ethical standards expected of them. A code of ethics and conduct should be included in the job description. Compliance with the ethical code should be reviewed annually by the individuals as part of their appraisal process and updated to reflect new circumstances that develop. Included should be the policy on substance abuse, sexual harassment, dishonesty, relationships with contractors and suppliers, and the acceptance of gifts and gratuities.

Studies have consistently demonstrated that customers judge workers by the way they present themselves. Through professionalism, you can help ensure a positive perception for your facilities services team.

More information on this topic is available from the BOMI International course Fundamentals of Facilities Management, part of the FMA® designation program. More information regarding this course is available by calling 1.800.235.2664. Visit BOMI International’s website, www.bomi.org.


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