Communication in FM
No matter how well a service provider delivers their service, no matter how well an FM runs a building, no matter how well a manager runs a team, it can all collapse due to communication breakdowns.
Last week a member of my team working remotely started to message me on a particularly busy day with what seemed like an endless stream of questions which I had already said I would discuss with them later that week. I finally sent a message pointing out that I was very busy and could we speak at a later time as I had previously suggested.
I now realise that I had broken one of my own rules about communication. At that point a ten minute telephone conversation could have resolved everything.
When someone is seriously concerned, angry or upset good communication is needed and at that point an email or text is probably not the ideal medium.