New Wit and Wisdom

Facility Managers Laugh at Improvement of Services Question
RESEARCH
In a 2007 research study involving private sector facilities managers buying behavior nationally, we identified the fact that 58% of the clients interviewed could not specifically describe what architects and engineers could do to improve their services over the next 3-5 years.

IMPORTANT NOTE: Many respondents considered the question a joke - a humorous question packed with irony.
Is the stress of trying to maintain internal productivity so great that the thinking about the future is a joke and that their laughing at it was stress relief - a way of not dealing with what they considered an ironic laughable matter? Are vendors laughing behind their backs? Is information overload beyond the joke stage? Is there a fundamental desire and will on the part of engineers and architects? The answer is probably a little bit of all the above.

Overcoming Skepticism
Historically, there has been significant success in getting clients to respond to sincere questions on long-term needs. In order to “mega leap” skepticism and not be laughed at, consider the following:
1. Ask about specific ideas that give the client clear and quantitative benefits.
2. Be ready to demonstrate very specific improvements to the client that relates to the above benefits. Then, research the acceptability of this approach carefully and with statistical accuracy.
3. Lead clients to their potential future by:
• Education - making certain the client understands that you understand the specifics of what they want and you can deliver.
• Partnering - joining the client as a team member to ensure “buy-in” and achieve “mega-leaps.”
• Visioning - begin working closely with the contact to develop a long-term vision that is exciting, motivational and promises significant rewards.
Your thoughts?