Right size, Right fit
This week, marks National Customer Service Week and gives us the opportunity to raise awareness of the vital role of customer service in facilities management.
Seven seconds is all it takes; a visitor to your premises has already formed a first impression. The clock starts ticking as they cross the threshold to your workplace, and their experience will set the tone of your relationship going forward.
It’s in the details
But what makes these moments count most? For us, it’s professionalism in the finer details that makes the difference. At Anabas we believe that small decencies bring big impact to customer service. It’s this attention to detail in our FM service delivery that makes the Anabas difference; it’s how we make your workplace great.
Our teams are expertly trained in processes, expectations and behaviours that incorporate the small decencies that make the greatest impact to visitors and employees. What may seem a minor detail in the grand scheme of running a company – a warm welcoming smile – is actually a valuable element in a meaningful visitor experience.
Creating customer journey excellence is a process of self-reflection and understanding our client’s unique needs and goals. We explore the design and culture of each workplace alongside the building requirements and services that will impact employees and visitors at every touchpoint through the premises.
Talent and touchpoints
Whether at the façade of the building or in a carpark, the first touch point – the arrival – needs clear signage and in some cases, a smartly presented, friendly and helpful member of staff to welcome visitors and act as an immediate brand ambassador. Further touch points like reception, desks and meeting rooms, washrooms, canteens and cafes, and departure points all require detailed consideration of the visitor journey, so they are impeccably presented and proudly reflect the organisation.
It starts by aligning your customer journey with your company’s image from the moment of arrival. Making your visitor feel at ease with no preoccupation about their path to your meeting with a greeting from a smartly dressed security officer or a clear path to a friendly receptionist who welcomes the client by name and clearly explains their onward route. Our roles as FMs has evolved into a helpful FM ambassador, from the front of house team to our brilliant floor captains in recognisable uniforms, who are actively involved in making the office a fantastic place to be.
With these details seamlessly covered, your visitor can take in the immaculately presented office instead. In the meeting room, with AV equipment in working order, they’re at ease and prepared for a productive meeting with a company whose professionalism has been experienced from step one – literally.
As an FM team, it’s crucial to understand these key touch points specifically relative to the client and meticulously curate the customer journey around them. That’s why all Anabas employees, regardless of their contract or position, undergo regular customer service training.
We believe that if our staff feel great, they will deliver the wow-factor in their service. We enrolled the entire Anabas workforce in a positive psychology and resilience training called The Art of Brilliance, so everyone had the chance to become a better version of themselves.
‘The Art of Being Brilliant’ training, delivered via interactive workshops equips each member of the Anabas team with the tools to feel their best every day, cultivate a positive, can-do attitude and thrive in their roles at Anabas.
The long-term benefit of this reframed thought and behaviour has elevated our customer relationships and enabled our staff to identify the connection between feeling great, potential for improvement, and productivity. The result has delivered significant support for optimising our service standards and delivering consistently world-class customer services for our clients every day.