Facilities Managers - Why Is Accountability Such a Big Deal?
Within any industry, it is essential that employees are inclusive and accountable, taking responsibility for the level of service delegated to the wider team and the distribution of relevant information.
Within client-centred services in particular, this need becomes more pronounced as the client - contractor relationship will often deteriorate in the event of unclear accountability for underperformance, ultimately costing both parties money.
There is also another major loss incurred by lack of accountability - trust.
Win As A Team, Fail As A Team
As a Facilities Manager, you should already be aware that it is paramount that every member of your team adheres to the rules and regulations outlined within the contract, delivers to the expected standard, and that the onus lies with you in ensuring you effectively communicate this.
To maintain a mutually beneficial relationship with your clients, centered on trust; it is essential you embrace accountability on behalf of your staff and subordinates, accepting responsibility for the wider team’s performance when your client’s expectations are not met - this instils trust.
Focussing on the individual responsible for under-performance and effectively “blaming” them will not instil the client’s confidence in your abilities as a Facilities Manager - focus instead on accepting your accountability and working to close the disparity between the client’s expectations and your collective performance.
Accountability Helps Your Management Performance
Establishing clear accountability is integral to effective performance management - without knowledge of the exact metrics and services your team is accountable for, it is near impossible to accurately gauge why the client’s expectations have not been met, and the extent to which this is attributable to your team.
For instance, if your contract has clearly outlined that your maintenance services include the daily cleaning of every room within a site, failure for any rooms to be cleaned sufficiently clearly lies with you. On the other hand, if the contract and client’s expectations are ambiguous, it is harder to identify who is responsible for specifics, potentially leading to time and capital wasted as both parties defend themselves.
To avoid these needless delays and problems, it is advisable to collaboratively work on agreements prior to the undertaking of work, creating contracts that are succinct, clear and not susceptible to misinterpretation. Facilities Managers need to be clear on their responsibilities as a contractor, using this as the basis for excellent service. It’s a good idea to meet expectations first, then work to exceed them, to do this, you need to ensure you cover your bases. You need to ensure you know what you’re accountable for.
To further aid you in your journey toward excellent Facilities Management, we have created a short, yet insightful infographic, offering simple steps you can implement to deliver a more tailored and bespoke service for your clients. To access this infographic, click the button below.Want to offer your clients a more bespoke Facilities Management Service?