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their job. They should know what is expected of them and the impact they have on delivering excellent service.

Through behavioural training, we work on attitude and behaviour, particularly an appreciation that simply ‘good enough’ service is not enough. We make sure that every colleague knows what excellence is and feels motivated to strive for it each day. ‘Dropping the ball’ is a common problem in FM, where several people may be involved in dealing with a request or providing a service. We encourage and equip each colleague to take ownership of every guest request and follow through to completion.

excellence. For most organisations, it is their own brand that needs to be presented, not that of their providers, so we develop with our clients a bespoke service ethos that represents their brand and culture which is then shared with the combined FM team.

“Encouraging individualism and celebrating differences incentivises great service and great ideas.”

In each client operation, we compile a set of 10 facts or service standards that every colleague must know and be able to respond to if a guest should ask them. These cut across all areas of FM to reduce

the typical divisions that often exist between, say, reception and cleaning or mailroom.

Training is both on and off the job. Off job training includes behavioural elements such as personality profiling and working with teams so that they understand each other’s strengths. Skills training for baristas, chefs and front of house colleagues, receptionists and mailroom/reprographic operators is also covered.

At Bennett Hay we have gone a step further in recognising and rewarding achievement, offering colleagues equity in the company to ensure they share in our success, rather like the John Lewis Partnership. Our combined teams are elected for the scheme based on delivering service excellence and scoring a five in their performance reviews. So this is truly open to all colleagues, the next tranche of shares are to be distributed to our company service superstars at our September company conference.

skills training, behavioural training and ownership. Skills training ensures that every colleague knows what they are doing. They must have the right skills for all aspects of

On the job, our coaches work alongside service teams to put the training into action and to measure the success of our transformation.

BLENDING ON-SITE FM TEAMS Very few client sites will have just

one provider for facilities services, so the key to providing seamless, high quality service is ensuring that everyone works well together. Bennett Hay works particularly hard at blending on-site FM teams, whether they are employed by us, the client or another contractor. This requires a very clear understanding of each and every role.

Our guest touch point survey helps colleagues understand the guest experience and appreciate all the touch points with the FM team. In training, we use this as a board game which helps our teams truly understand the part each of them plays in impacting service

RECOGNITION AND REWARD People often say they recognise

great service when they experience it but it is possible to assess service more rigorously and consistently. Our performance review process has been carefully designed to identify colleagues delivering excellent service. The focus is on encouraging individualism and celebrating differences to incentivise great service and also great ideas. Once our transferring teams understand what service excellence looks like within their own job and working environment, the momentum builds very quickly and our experience is that teams love delivering superb anticipative service. An independent survey of the guest experience within each of our client buildings and a “mystery guest” programme are important tools.

Good service is a given but excellent service should always be recognised. We incentivise our teams to deliver excellent service and this is typically described as anticipative service, where one of our team has demonstrated the awareness to provide a solution for a guest before they have had to ask for it.


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