EDITOR’S VOICE EDITOR’S VOICE


Editorial Editor Tim Wood tim@opusbm.co.uk


Assistant Editor Caroline Canty caroline@opusbm.co.uk


Assistant Editor Grace Holliday graceh@opusbm.co.uk


Advertising Account Director Clare Gapp clare@opusbm.co.uk


Account Manager Storm Little storm@opusbm.co.uk


Sales Executive Megan Nourse megan@opusbm.co.uk


Production Production Director Hannah Wilkinson hannah@opusbm.co.uk


Studio Manager Nikki Wilshaw nikki@opusbm.co.uk


Studio Assistant Grace O’Malley grace@opusbm.co.uk


Accounts Financial Director John Fuller john@opusbm.co.uk


CEO Mark Hanson mark@opusbm.co.uk


If I were to sum up this issue in one all-encompassing theme, it would have to be service. Whether it’s something as simple as a smile from a receptionist, or a TFM contract that keeps massive estates running like clockwork, service is what FM delivery prides itself on.


Someone who knows service inside out is Debra Ward, the new MD of Macro. We spoke with her in this month’s big interview to find out how she’s shaking things up in her new post, after leaving Mitie Client Services.


There’s also comment on the findings of new research conducted by ISS and Sheffield Hallam University into what customers really mean when they say ‘exceptional service’. Speaking of exceptional service, we’ve a feature on specialised cleaning for some of the grimmest challenges, including trauma scenes and drug dens.


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www.tomorrowsfm.com This publication is copyright Opus Business Media Ltd and may not be reproduced or transmitted in any form in whole or in part without the prior written permission of Opus Business Media Ltd. While every care has been taken during the preparation of this magazine, Opus Business Media Ltd cannot be held responsible for the accuracy of the information herein or for any consequence arising from it. The publisher does not necessarily agree with the views and opinions expressed by contributors.


As well as that, we introduce a new piece of washroom kit that might solve an age-old problem, alongside our feature sections on Cleaning, Health & Safety, Sustainability and Vending & Water Coolers.


And, if you’re heading to next month’s Facilities Management show at the NEC, make sure to check out our show preview. There’s also the latest FM news, our Water Cooler panel, plus all of our regulars to make sure that we serve you with another great read.


HELLO EVERYONE AND WELCOME TO THE FEBRUARY ISSUE OF TOMORROW’S FM.


Tim Wood, Editor


04 | TOMORROW’S FM


twitter.com/TomorrowsFM


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