Here’s What People-first Facility Management Looks like
The founders of Marriott International are often quoted as saying, “If you take good care of your people, they will take good care of the customers, the customers will come back, and the business will take care of itself.” The growth of this organisation — from humble beginnings to a global Fortune 200 business with a portfolio encompassing 3,600 managed and franchised facilities spanning six continents — is a testament to the impact of taking a people-centric approach toward business. By taking a similar approach, facility management teams can enable businesses to prioritise people’s well-being and happiness over pure profits. But what does people-first service look like, and how do facility management companies demonstrate the same?
Having the Right Culture and Incentives
On 26/11, when terrorists attacked the iconic Taj Mahal Hotel, the employees there displayed unparalleled courage to evacuate the guests safely at the cost of their own lives. Without any Standard Operating Procedures or prior training to deal with such a situation, the staff acted on their feet to evacuate the guests first before saving themselves. Not even a single staff member fled the scene; they all stayed to support the rescue mission. Several staff members lost their lives during the attack. Each and every employee of Taj has set an outstanding example of selfless and ethical behaviour.
A Harvard professor conducted a detailed study of this selfless behaviour of the Taj Employees and published it in the Harvard Business Review. He came to the conclusion that their ethical behaviour is the result of the quality of training and rewards given to them. They are trained to go out of their way to help customers and make them feel extra special. Every aspect of training and rewards revolves around kindness.
Similarly, in people-first facility management, staff are incentivized to take a proactive approach toward their service. As part of their training, they are not just taught the skills to do their tasks effectively but also shown the impact that their job has on the lives of their customers. As a result, the staff take greater pride in their work and go the extra mile to support customers and other people, leading to better outcomes for the business and society.
Safety Beyond Compliance Norms
Very often, businesses focus on safety and well-being from the point of view of compliance or protecting the brand image. But people-first facility management takes a proactive approach to ensure that zero accidents initiatives at the workplace are a reality. Facility managers implement robust security measures, emergency response plans and security plans to create a safe and secure environment. Business owners regularly invest in upgrading safety and security measures for their employees and ensure that they are comfortable at all times. They go out of their way to ensure that employee well-being and safety are at the core of the business.
Building an Accessible and Inclusive Workplace
An inclusive work culture is a hallmark of a people-first organisation. People from diverse backgrounds feel comfortable expressing their ideas and opinions without the fear of judgement. Facility management services play an important role in building an inclusive work culture. They can ensure that a facility is accessible to specially-abled individuals by driving the development of ramps, elevators and accessible restrooms. Such an organisation considers the special needs of diverse groups and focuses on building an inclusive environment.
The above-mentioned examples provide a glimpse of the core qualities of people-first facility management and its positive impact. People associated with this proactive approach will always go beyond their core duties to build an environment that drives mutual respect and well-being. They will be committed and loyal not only to work but also to the community and society at large.