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Posted By Jeff Dover, CRFP, RFMA, Wednesday, April 15, 2015
Updated: Tuesday, April 14, 2015

Hello RFMA members,

Today's post is about communications. With all the responsibilities of facilities professionals today, effective communications is a must when dealing with store operations. How do you currently inform your managers of periodic maintenance? For instance, how do the stores know when their HVAC's PM's are scheduled? Does the contractor notify them? Do they notify you and then you communicate to the store? Do they notify both you and store personnel? There is no perfect method but I believe the best way is to always over communicate with all parties. The more they are informed about an impending project, the less chance of the vendor showing up and being unable to complete their task due to operational issues. Due to the large number of priorities for FM's, generally they must rely on their contractors to inform store operations and you of project dates, times, etc. Their communication should be consistent for all periodic work which will include, emails, phone calls, and even regular mail. They should be sent approximately a week in advance, giving managers time to prepare. This is extremely important for hood cleaners which normally arrive well after closing or in the middle of the night. Obviously the worst scenario is a vendor showing up and operations is either unprepared or not there. The work doesn't get completed and there may be costs involved as contractors have sent techs out to perform the service.

I would like to hear back from both FM's and vendors on what works for them. What is the best methods for the different types of jobs, i.e., hood cleaning, trap pumping, fire suppression, janitorial, HVAC, etc.? Please let me know.

Dover and out.

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