Speed Wins the Moment—Preparation Keeps the Customer

One of the easiest mistakes to make in the facility service industry begins with the right intention: trying to take care of the customer.

A position suddenly becomes vacant. A customer needs immediate help. A new account must begin sooner than expected. We find someone available, give them a quick explanation, and send them into the building.

I have seen this happen throughout the industry, particularly within larger organizations. I also have to admit that, earlier in my career, I made the same mistake. At the time, I believed I was accomplishing the greater good. The customer needed someone, we needed to fill the position, and sending a person immediately seemed better than leaving the building uncovered.

But good intentions do not necessarily create good outcomes.

An employee entering an unfamiliar property may not know the customer’s priorities, the building’s routines, or which areas require special attention. They may not understand access procedures, alarm requirements, security restrictions, equipment locations, or even whom to contact when something goes wrong.

The employee may be capable and hardworking, but without proper preparation, we are placing that person in a position where mistakes are almost unavoidable.

A recent situation reminded me of this.

A former customer called and asked us to take over a location because the current provider was failing badly. He needed someone he trusted to step in and correct the problem.

Naturally, I wanted to help. Opportunities like this are built on trust, and when someone calls because of your reputation, you want to prove that their confidence is well placed.

Under ideal circumstances, I prefer approximately 30 days to prepare for a new account. That time allows us to identify the right employee, understand the property, organize the necessary equipment and supplies, and establish expectations before service begins.

In this case, that kind of preparation time was not available.

This is where the desire to please the customer can work against us. The faster we rush into the account, the greater the possibility that the transition will create new problems. We may solve the immediate staffing issue while unintentionally placing the very reputation that earned us the opportunity at risk.

Sometimes an immediate start is unavoidable. Facility operations are fluid, and circumstances do not always wait for the perfect plan. But an emergency response should not be presented—or managed—as though it were a fully prepared launch.

The customer deserves an honest explanation:

We can step in and begin helping immediately, but the account will require a transition period before everything operates the way it should.

That is not making an excuse. It is setting a responsible expectation.

At the same time, the service provider still has an obligation to prepare the employee as thoroughly as circumstances allow. Even when time is limited, that person should not be sent into the building with little more than an address and a quick summary.

They need to understand what is expected, what resources are available, and where the most serious risks may exist. They also need someone accessible when questions arise. Otherwise, we are asking the employee to protect the customer relationship without giving them the knowledge needed to do it.

When a reasonable starting period is available, we should use it. There is no benefit in rushing simply because we are anxious to secure the business or eager to impress the customer.

Sometimes the most professional answer is not, “We can start tomorrow.”

It is, “We can begin on this date, and that will give us the time necessary to start correctly.”

How that message is communicated matters. So does having the confidence to say it when the opportunity exists.

Taking additional time may not provide the fastest temporary solution, but it often produces the better long-term outcome. It gives the employee a fair chance to succeed, gives the customer a more dependable transition, and protects the trust that brought the opportunity to you in the first place.

Responding quickly can satisfy a customer for the moment.

Preparing properly is what keeps the customer.

—Sergio Perez | Total Facility Solutions, Inc.