Back to blog 08/24/2021

Nurturing Valuable Relationships in Facilities Maintenance Services

Contributed by Ed Turbeville, National Sales Executive

“The first step in exceeding your customer’s expectations is to know those expectations.”

Roy H. Williams (Author and Marketing Consultant)

Similar to any other business and industry, the long-term success of facilities maintenance companies depends on the relationships they build with customers over time. The ever-evolving customer requirements have become even more complex with the ‘new normal’ work environment, and only a service provider that responds to these rapidly shifting expectations promptly and effectively can maximize the lifetime value of the customer relationship.

Janitorial and facilities maintenance services can contribute to a customer’s operational efficiency, employee productivity, and thus business growth by assuring consistent, high-quality, effective, and efficient support services. Uninterrupted and productive operations drive business success and facilities maintenance services play a backend but critical role in maintaining seamless processes. But this high impact is achieved when the facilities maintenance partner has worked closely with the customer over a long period of time, and this is why establishing dynamic relations are mutually beneficial for both, the service provider and the customer.

The capacity to deliver required services and maintaining expected quality can achieve customer satisfaction but there are numerous key attributes that constitute the essential foundation of long-term customer relationships for a facilities maintenance partner:

• Understanding the strategic importance of fostering productive working relationships
• Assess the relationships to determine both, their strengths and areas for improvement
• Establish and communicate a company-wide framework for aligning service delivery with objectives and KPIs

 

Diversified Maintenance does not deliver facilities maintenance programs as an outsourced contractor, but all employees are dedicated to understand customer requirements and work closely as a partner.  Among other vital strategic principles followed by the management and on-ground staff including organizational agility and outstanding service, the Company prioritizes business relationships that are built with credibility, transparency, and integrity. To learn more about the impact of a long-term relationship with your facilities maintenance partner and how it plays a paramount role in creating high-performing teams, send me a note at: Ed Turbeville eturbeville@diversifiedm.com.