TFM (TOTAL FM)
we recognised some time ago that a new approach was required to deliver a fully-integrated customer centric service. To tackle this, we began by mapping our customers’ journey and by working in partnership with clients, we were able to understand what would make a difference to the success of their business.
A strategic approach is critical in managing a TFM service.
Our response was to create dedicated Floor Captains – a supervisory level role delivered by an individual who is trained in multiple skills. Reporting into the Facilities Manager, Floor Captains provide a combination of robust supervision of service delivery and hands on support for our customers. As the face of Anabas working in corporate office environments, they are responsible for delivering a full concierge service to all building users. They provide daily support across each floor where they manage the majority of the porterage services, e.g. meeting room set up, logistics support and assistance with postal deliveries together with any ad-hoc tasks of a similar nature as required by the client.
An Anabas’ Floor Captain wears many hats and touches all of our service lines. They are trained as an expert in several areas and are able to balance them accordingly. As part of the mobilisation process, all Floor Captains receive training to provide a best-in-class service, focusing on customer service, with particular emphasis
www.tomorrowsfm.com
on “See it, Own it, Fix it”. These individuals make our Total FM provision work and are the daily point on contact for our customers, building relationships directly to improve communication and resolving issues faster. The Floor Captain acts as an ambassador for our business and are the eyes and ears within the client’s business. They are the conduit to ensure that all requests are met and managed in a timely manner.
Floor Captains have the skills and experience to work with minimum supervision and where necessary direct, supervise and coordinate some or all the tasks undertaken by other staff. Multi skilling is vital to support the delivery of TFM and this Floor Captain role is the first stepping stone on the career development ladder at Anabas to prepare individuals by training them from the ground up, equipping them with the necessary experience to progress smoothly to FMs.
In order to deliver a truly integrated TFM solution, it is absolutely essential to fully understand your customers’ culture, business needs and reliance on the built environment in order to focus on how our facilities services can positively impact the customer experience within their business. One thing that has been proven time and time again is how having one contact that is highly visible, recognisable and available can bring peace of mind to clients. Ultimately customers want transparency, a cohesive delivery, collaboration and a partnership they can trust.
www.anabas.co.uk TOMORROW’S FM | 39
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