Back to blog 06/21/2022

Forward-Thinking Facilities Maintenance Partners Do More than Meeting Expectations, They Align Them

Contributed by Ed Turbeville, National Sales Executive

“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them – preferably in unexpected and helpful ways.” – Richard Branson

New and existing customers both have certain expectations from the facilities maintenance service provider they choose to partner with. While the scope of work for each customer’s program determines the operating processes to be implemented, customer expectations further help shape the agenda and a forward-thinking service provider can use them for proactive leadership and continuous improvement strategies.

“Aligning with customer expectations is about knowing what customers expect from a company and ensuring that a company consistently meets and exceeds them. In turn, customers reward a company by staying with it for a long time, and becoming increasingly profitable for the company.” – Emily Newman, YONYX

The business environment has become increasingly challenging for service providers that are coping with the economy and labor dynamics to achieve ‘more with less’. On the other hand, customers are continuing to expect improved quality. As a result, only customer-centric facilities maintenance service providers are prioritizing customer expectations with continued focus on training, motivating, and retaining their workforce. Additionally, these service providers also build long-lasting customer relations by focusing beyond the scope of work and training the team to align their service delivery with customer expectations. When a facilities maintenance partner consistently aligns customer expectations with its performance and operations, it is reassuring for customers that their needs and wants will always be priority throughout the contract period. The key attribute in this differentiated approach than the competitors is that the partner is not just managing customer expectations on a day-to-day basis, but it is aligning them for long term customer satisfaction.

Diversified Maintenance works with a framework of thoroughly understanding the customer requirements, their core business, and objectives. The teams work in an environment that enables them to proactively respond to customer expectations, while their performance is routinely assessed and rewarded to facilitate growth, success, and outstanding customer service. To learn more about the impact of aligning expectations with the on-ground operations quality standards, send me a note at: Ed Turbeville eturbeville@diversifiedm.com.