The Real Heroes
Harnessing FM’s superpowers
BY JOHN CORREIA
This year marks the fifth anniversary of the COVID-19 pandemic’s onset — and five years since facility management was in the spotlight, when every building visitor, tenant, property manager and owner was hyper-aware of cleaning, disinfecting and sanitization, even down to HVAC filter changes and MERV ratings. Facility managers and their teams, long the unsung heroes who operate seamlessly, were finally recognized for the essential role they play in keeping occupants safe, healthy, and comfortable.
Five years later, their work remains just as critical to people’s daily lives. As always, they are working diligently and quietly ensuring every facility remains safe, welcoming and highly functional. It takes a special type of person and set of skills to excel in the ever-changing and challenging FM industry.
Characteristics of FM standouts
CUSTOMER-FIRST MINDSET
Great FMs instinctively prioritize people. Empathy, vigilance and dedication exemplify the customer-first ethos they nurture.
Their objective is to ensure that all employees, visitors, tenants and customers experience comfortable, secure and inviting spaces. This is always top-of-mind and shapes the many decisions they make and actions they take. They also instill this mindset in their teams. Everyone, from custodians who swiftly mop spills, to maintenance workers who respond immediately to work orders and security personnel who offer a reassuring presence, contributes to shaping positive occupant experiences.
Although much of what FMs do to keep buildings functioning is behind the scenes, FM standouts also recognize the importance of being visible to end-customers. They ensure all team members are polite and attentive to building occupants, and their proactivity is always on display. A janitorial staff member who meticulously sanitizes common areas, wipes down elevators during the day or picks up stray trash while passing through the cafeteria is a reminder that they are continually working to keep spaces clean and safe.
COMMITMENT TO EXCELLENCE
For top-notch FMs, merely “good enough” will never suffice. Exceptional FMs strive to surpass customer expectations and never rest on their laurels.
They set rigorous KPIs for metrics such as customer satisfaction scores, work order completion, custodial quality inspection, reduced downtime, and improved safety records. These KPIs are vital to ensuring a culture of accountability and excellence. That’s why top FM managers clearly communicate these KPIs to all employees, measure how they’re performing against them on a frequent basis, and make that information visible where employees are sure to see, such as in break rooms and next to time clocks.
Facility services team members exhibit this commitment through seemingly small but impactful actions. The maintenance technician who proactively identifies and replaces outdated lighting fixtures contributes to energy efficiency and occupant well-being. Similarly, the landscaper meticulously maintaining gardens or outdoor spaces enhances curb appeal and provides peaceful retreats for visitors.
COMMITMENT TO EXCELLENCE
For top-notch FMs, merely “good enough” will never suffice. Exceptional FMs strive to surpass customer expectations and never rest on their laurels.
They set rigorous KPIs for metrics such as customer satisfaction scores, work order completion, custodial quality inspection, reduced downtime, and improved safety records. These KPIs are vital to ensuring a culture of accountability and excellence. That’s why top FM managers clearly communicate these KPIs to all employees, measure how they’re performing against them on a frequent basis, and make that information visible where employees are sure to see, such as in break rooms and next to time clocks.
Facility services team members exhibit this commitment through seemingly small but impactful actions. The maintenance technician who proactively identifies and replaces outdated lighting fixtures contributes to energy efficiency and occupant well-being. Similarly, the landscaper meticulously maintaining gardens or outdoor spaces enhances curb appeal and provides peaceful retreats for visitors.
LEADERSHIP & TEAMWORK
FM is a team sport. Success depends on many people working together to overcome complex challenges and deliver service excellence. The tone gets set at the top. A great manager understands their role as a coach, empowering and supporting diverse team members — from skilled engineers troubleshooting complex mechanical problems to groundskeepers ensuring every walkway remains safe year-round and especially during winter storms.
Effective managers are leaders who live by the motto, “Do as I say and as I do,” knowing that while words are important, actions speak louder. They are willing and able to do anything and everything an employee does. No task is beneath them, whether picking up trash, mopping spills or checking equipment status. When teams are short-staffed, and even when they are not, they roll up their sleeves and work alongside employees.
Being a strong leader also means respecting and empowering the people on their team. They know not only is it the right thing to do, but it also helps ensure superior work, as these surveys made clear:
- 70 percent of employees say being empowered to take action when a problem or opportunity arises is an important part of their ability to feel engaged.
- Respectful treatment of all employees at all levels is the most important factor contributing to job satisfaction — and happy employees work more effectively.
As author and activist Maya Angelou famously said,
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
PROBLEM-SOLVING INNOVATORS
FM is incredibly complex. There are always countless balls to juggle, jobs to complete, fires to put out, costs to manage and resources to supervise. Because much of what FMs handle — from equipment maintenance and operations to custodial and safety services — impacts thousands of people, managers who succeed have strong problem-solving skills and the ability and desire to think out of the box. This helps them resolve issues quickly and effectively. Equally important, they remain calm during even the most chaotic situations.
They excel in breaking down problems into manageable parts, analyzing root causes and understanding the implications of various solutions. This helps them keep anxiety at bay and reassure team members that problems are always solvable in one way or another.
Innovators also know that not every fix works, but their ability to bounce back from failure, learn from mistakes and persist makes them invaluable leaders.
PROBLEM-SOLVING INNOVATORS
FM is incredibly complex. There are always countless balls to juggle, jobs to complete, fires to put out, costs to manage and resources to supervise. Because much of what FMs handle — from equipment maintenance and operations to custodial and safety services — impacts thousands of people, managers who succeed have strong problem-solving skills and the ability and desire to think out of the box. This helps them resolve issues quickly and effectively. Equally important, they remain calm during even the most chaotic situations.
They excel in breaking down problems into manageable parts, analyzing root causes and understanding the implications of various solutions. This helps them keep anxiety at bay and reassure team members that problems are always solvable in one way or another.
Innovators also know that not every fix works, but their ability to bounce back from failure, learn from mistakes and persist makes them invaluable leaders.
STRONG COMMUNICATORS
Clear and effective communication is crucial for coordinating with staff, stakeholders and contractors, as well as for addressing issues promptly, maintaining good relationships and building trust. Successful FMs communicate consistently and efficiently.
They also recognize that communication is a two-way street: to do it effectively, one needs to listen attentively. This means they do not just hear people’s words and wait for the speaker to finish so they can talk. Instead, they are fully present and focused on the speaker. They can set aside their own opinions or assumptions about what the person is saying and listen openly. This also helps them become better leaders because they will gain a deeper understanding of situations and problems. Not only that, but it also models great communications for their team members who can then practice it in their own interactions.
FM’s impact across diverse environments
FMs and their teams profoundly influence many industries and everyday lives. Here are a few of countless examples:
THRIVING OFFICE SPACES
FM teams in commercial buildings do not merely maintain clean restrooms and change the air filters — they shape corporate culture and success. For instance, one study found that in buildings where tenant employees thought cleanliness was lacking, 72 percent said their surroundings made them less productive. Nearly half (46 percent) took longer lunch breaks and spent less time in the office, and a quarter said they took sick leave because their surroundings were depressing.
Knowing that many people who worked from home during the pandemic were reluctant to return to offices makes the work FM teams do even more critical. By meticulously cleaning, ensuring air quality and providing spaces that are free of distractions — making sure ceiling air vents do not rattle, equipment does not shutter and vacuums are not roaring — they not only enable occupants to focus on their jobs, but also make coming back to the office a more welcoming prospect and help companies attract and retain top talent.
CRITICAL RESEARCH & LAB ENVIRONMENTS
FMs and their staff support researchers in universities, life science and biomedical firms, and pharmaceutical companies in their quest to discover new treatments and innovations.
They oversee cleanroom management, contaminant-free spaces; HVAC and air filtration for maintaining precise environmental conditions; waste management for properly segregating and disposing of biohazards; safety protocols such as emergency response procedures for spills and accidents; the use of personal protective equipment (PPE); and clean power supply to lab services, incubators, room pressurization and more.
All of this is essential for groundbreaking research and results that enrich and save lives.
EDUCATIONAL FACILITIES THAT INSPIRE
At higher education campuses, FM teams are integral to student life and institutional success. Positive campus experiences are critical for students’ academic achievement, personal growth, social engagement and long-term affinity toward their alma mater. FMs ensure their teams maintain campus facilities with consistent excellence, often navigating complex schedules to minimize disruption to classes and campus life.
A maintenance technician repairing dorm heating systems ensures students have safe, comfortable study environments, directly impacting their academic performance. Custodial workers keep high-traffic and community areas like bathrooms, dorms, laundry rooms and gyms clean and functioning. Landscaping teams craft appealing outdoor spaces that foster community, promote wellness and provide peaceful settings.
EDUCATIONAL FACILITIES THAT INSPIRE
At higher education campuses, FM teams are integral to student life and institutional success. Positive campus experiences are critical for students’ academic achievement, personal growth, social engagement and long-term affinity toward their alma mater. FMs ensure their teams maintain campus facilities with consistent excellence, often navigating complex schedules to minimize disruption to classes and campus life.
A maintenance technician repairing dorm heating systems ensures students have safe, comfortable study environments, directly impacting their academic performance. Custodial workers keep high-traffic and community areas like bathrooms, dorms, laundry rooms and gyms clean and functioning. Landscaping teams craft appealing outdoor spaces that foster community, promote wellness and provide peaceful settings.
RELIABLE DATA CENTERS
Data centers are home to thousands of servers that collect, store and transmit an organization’s vital information. If those servers go down, their business comes to a standstill. FM teams in mission-critical data centers help ensure business continuity, boost efficiency and lower costs through diligent asset management and preventive maintenance. They proactively monitor cooling systems, power supplies and security infrastructure, protecting massive economic value for global enterprises relying on digital uptime.
Great FMs also take proactive actions to minimize the biggest cost in data centers: HVAC, which typically accounts for one-third of the utility bill. For instance, they may prescribe cooling curtains to isolate areas and force cold air where it is needed, and make sure that HVAC filters are changed regularly to minimize energy usage and extend the life of HVAC motors.
MEMORABLE SPORTS & ENTERTAINMENT VENUES
With diverse events scheduled around the clock and attended by hundreds, or tens of thousands, of people who enter and leave in a matter of hours, public venues pose unique challenges. FMs working behind the scenes at stadiums, arenas and convention centers are key to delivering positive, memorable guest experiences.
Custodians ensure restrooms remain immaculate amid huge crowds, maintenance personnel rapidly repair seating or lighting issues during live events, and operations staff flawlessly coordinate facility logistics. All of this, and much more, is made possible by FMs who foster a culture of adaptability and an unwavering attention to detail.
For instance, with public venues operating around the clock, every single day, there are endless places for dirt to accumulate; countless times when things like trash bins and chairs are not where they should be; and numerous opportunities for hand towels, disinfectants and soap dispensers to be broken. FMs and their teams ensure all these issues are addressed before guests, venue employees and VIPs discover them.
Celebrating FM’s unsung heroes
FMs lead and inspire teams who are dedicated to enhancing comfort, health and productivity in every facility they manage. They and their staff work tirelessly to keep facilities running within budget while keeping a smile on their face and offering a helping hand to teammates and building occupants alike.
Five years after the world’s sudden realization of their significance, they no less remain essential. On World FM Day — and every day of the year — they deserve recognition, appreciation and celebration for enriching daily experiences and enhancing the world.