Feature


can add value to the FM Sector


It’s not enough to simply do the job to the basic standard these days. With increasing competition and innovative new approaches turning customer’s heads, an FM partner needs to stay ahead of the game. It needs to ensure that its people go above and beyond, to not only meet client expectations, but exceed them. As Jan-Hein Hemke, Managing Director of


Facilicom UK, highlights, it’s all about added value. Here he explains why Facilicom’s ‘hostmanship’ approach is giving the business a competitive advantage when it comes to professional cleaning services. It’s often said that people are a business’


prime asset. This is particularly true for the FM sector, which employs millions across Europe and is responsible for delivering excellent service day in, day out. We count on our teams to do the best job possible to keep our customers happy. But in an industry that faces fierce competition, we can’t afford to rest on our laurels. Of course, delivering outstanding end results is crucial to retaining business. However, to be truly indispensable, we need to offer more, adding value and creating positive customer experiences. Take the professional cleaning sector


for example. Teams are expected to keep premises clean and hygienic. Many customers may feel that is where their role ends, but we think differently. We believe that our colleagues can add significant value to the day-to-day operations of our clients, beyond their cleaning tasks. Think about it – in many settings, especially


in the leisure, retail and hospitality sector, cleaning operatives are often ‘front of house,’ working within a customer’s view. From the


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visitor’s perspective, everyone who works in a facility is part of the same team and should be approachable and knowledgeable about the place they work. This is why we offer each of our colleagues


training in ‘Hostmanship’ – the art of making people feel welcome. Good Hostmanship encompasses areas such as customer care, quality, friendship and hospitality. It begins with a welcoming and open attitude to the people and situations we encounter, and can be as simple as assisting with directions, helping on reception or even just offering a friendly smile. It is understanding that the smallest positive action can brighten somebody’s day. If we look at the hotel sector, this is an area


where ‘hostmanship’ can play a significant role. Our operatives can provide assistance with directions to washrooms or hotel rooms, and offer advice and recommendations


to guests on the local surroundings. In a retail setting they can point people


in the right direction of the nearest café or the customer information desk. For an office environment, they can assist with reception and front-of-house duties. All seemingly small, but important tasks. Hostmanship is not designed to put


additional pressures on, or increase the workload of cleaning operatives. It’s about broadening their perspective beyond their immediate task list and altering their perception of the job they do. It helps them to see the ‘bigger picture’ and act in a way that supports the environment they operate in. To the client, they are seen as going over and above, which is an invaluable quality to possess. By developing and honing colleagues’


interpersonal skills, a caring and professional approach is introduced to our work. Colleagues are more motivated and committed to their tasks, have a better understanding of a client’s needs, and are more likely to engage in issues rather than just doing the minimum amount of work required. We believe that this approach not only


adds value for our clients, but also enriches our colleagues’ wellbeing. It also helps team members boost their self-esteem and build their confidence to communicate and engage with their peers, clients and customers effectively. Combining excellent cleaning practices


with the personable and friendly attitude that ‘hostmanship’ instils, we are ensuring that our approach offers customers a service that they simply can’t afford to be without.


making people feel welcome –


‘hostmanship’ – the art of


How


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