Tenant and occupant satisfaction translates to increased productivity, less turnover, and fewer sick days … which translates to increased business for your organization, whether you’re a small retail shop or a major hospital.
What part can you play in increasing tenant and occupant satisfaction as a facilities manager? You can’t manage their workloads or give them raises, but there are techniques you can implement to contribute to the overall health and happiness of the people in your building.
Make it easy for them to recycle. If a tenant has to walk across an entire floor or go up or down stairs just to recycle a soda can, they probably won’t do it. But if you place recycling stations at various locations throughout the building, tenants and occupants will feel good about recycling, and your recycling rates will likely go up.
Keep up on communication. Tenants and occupants appreciate a heads-up if their area or workspace will be disrupted. If there’s a problem with the facility, let tenants/occupants know what the issue is, how long it will last, and what your team is doing to resolve it. A regular newsletter or e-mail update from facilities management is a good idea, especially in larger buildings where projects are constantly under way. Check out these examples of facilities management department newsletters from Brown University, Ohio’s Hamilton County, and the University of Virginia.
Make it easy for tenants and occupants to report problems. Once a problem is discovered by a tenant, acknowledge that you received the information and offer a timeline for repair. Look into the possibility of allowing tenants and occupants to track work orders just like they would track a package through the U.S. Postal Service; provide a confirmation number they can use to login and see when their complaint will be addressed.
Conduct regular indoor air quality (IAQ) assessments and commercial energy audits, and make the results available to view; tenants and occupants will appreciate knowing that you’re being proactive. Regular energy audits and IAQ assessments may also uncover problems that, if not resolved, could lead to tenant complaints later (HVAC problems, leaks, etc.).
Survey tenants and occupants about their workspaces. Ask them about what’s not working in their workspace. A small change like moving a conference table, placing an extra side chair in an office, or removing a task light, or closing a vent can lead to increased tenant satisfaction levels and enhanced productivity.
What sorts of things are you implementing to improve tenant satisfaction in your facilities? Have you seen increases in productivity as a result?