Who are your customers? Customers are defined as those paying for or receiving goods or services. For FM, your main customer is your organisation’s executive management. They are responsible for providing FM with its budget. However there is a second group who use the FM services, made up of employees, employees of third parties, visitors including the organisation’s customers and potential customers, stakeholders in the business (eg, shareholders) and perhaps members of the public.
The first step in delivering good customer care is to understand your customers’ needs – at corporate, departmental and individual level.
Read the full article here by Anne Lennox-Martin and Ivan Newman: 2 September 2010 Maintaining customer care
This article was originally published in FM World magazine.