Once in a School Facilities interview, the CFO of the school asked, "what does good customer service look like to you?" Our response, “phones aren't ringing constantly, work orders are caught up, and the facilities department goes relatively unnoticed."
To us, this means the maintenance plan is working. Building systems should work and operate without being noticed by the occupants. When a system is noticed, generally, it's because there is a problem. By acting in a preventative manner, we get ahead of issues before the issue affects occupants. Thus, no ringing phones…
