How can FM communication create a positive tenant experience?

1 What is FM communication?

FM communication is the process of sharing information, updates, feedback, and expectations between the facility manager (FM) and the tenants of a property. It can involve various channels, such as emails, newsletters, surveys, phone calls, meetings, social media, or apps. The goal of FM communication is to establish and maintain a good relationship with the tenants, understand their needs and preferences, and deliver high-quality services that meet or exceed their expectations.

2 Why is FM communication important?

FM communication is important for several reasons. First, it can enhance tenant satisfaction and retention by showing that you care about their well-being, comfort, and convenience. Second, it can increase tenant engagement and loyalty by inviting them to share their opinions, feedback, and suggestions, and by recognizing their contributions and achievements. Third, it can improve tenant trust and cooperation by being transparent, honest, and responsive, and by resolving any issues or complaints promptly and professionally. Fourth, it can boost tenant advocacy and referrals by creating a positive word-of-mouth and reputation for your property and your brand.

3 How to plan FM communication?

To plan FM communication effectively, you need to consider four key elements: audience, message, channel, and frequency. You need to know who your tenants are, what their characteristics, needs, and preferences are, and how they prefer to communicate. You need to know what you want to communicate, what your objectives and key messages are, and how you can tailor them to your audience. You need to know what channels are available, appropriate, and accessible for your communication, and how you can use them creatively and consistently. You need to know how often you need to communicate, what the optimal timing and duration are, and how you can balance information and interaction.

4 How to execute FM communication?

To execute FM communication successfully, you need to follow four best practices: clarity, relevance, empathy, and feedback. You need to communicate clearly, using simple, concise, and accurate language, avoiding jargon, acronyms, or technical terms. You need to communicate relevantly, providing useful, timely, and accurate information, avoiding unnecessary or redundant details. You need to communicate empathetically, showing respect, understanding, and appreciation for your tenants, avoiding negative or insensitive tones. You need to communicate feedback, asking for and giving constructive feedback, acknowledging and addressing any concerns or issues, and celebrating and rewarding any achievements or improvements.

5 How to measure FM communication?

To measure FM communication effectively, you need to use both quantitative and qualitative methods. You need to use quantitative methods, such as surveys, ratings, or analytics, to track and evaluate the reach, engagement, satisfaction, and loyalty of your tenants. You need to use qualitative methods, such as interviews, focus groups, or testimonials, to understand and explore the perceptions, opinions, and emotions of your tenants. You need to use both methods to identify and analyze the strengths, weaknesses, opportunities, and threats of your FM communication, and to make any adjustments or improvements as needed.