A lesson in listening to the needs of your clients
One of the interesting things I learned during my correspondence with FM consultants working in Saudi Arabia is that while they all agreed that the FM sector in the Kingdom was a challenging one, they weren’t at all running away from the issues facing them—on the contrary, they were all making a concerted effort to tackle these challenges head-on and find solutions as well.
Be it by changing the way they do their business, or by making it a priority to work closely with their clients, the FM organisations I talked to—AECOM,
Macro and UGL Services—were monitoring the needs of the industry surrounding them, and adapting themselves and their services to better showcase how good FM can make a significant impact on an organisation.
In a region where the FM industry is still trying to assert itself and raise its profile in the market, the efforts these companies are making to help out their clients are quite noteworthy, and they are almost certainly going to help these organisations grow their own businesses in the country as well.
A similar approach has been taken up by Duserve in its provision of FM services to the multi-specialty NMC Hospital in Dubai Investments Park.
During my site visit at the facility (turn to page 38 for the full story), Duserve’s zeal to keep the client happy and satisfied was particularly evident, which is probably one of the reasons why NMC awarded the cleaning and security services contract to the company, despite it not having any clients in the healthcare domain prior to them.
Firas Nouri, Duserve’s account manager for the hospital, told me that a lot of discussion and debate goes into the decisions that are made for the FM services provided at the facility, which is a good indicator of the kind of healthy working relationship that Duserve and NMC share with each other.
As the aforementioned cases indicate, keeping the lines of communication between the client and the FM service provider open is integral to ensuring a successful working relationship between the two parties.
As the FM sector is essentially a part of the service industry, being receptive to the customer’s needs and demands is key to succeeding in this business, and thus, attaining growth as well.
About the author
Aby Thomas is the editor of Facilities Management Middle East.