"Tip of the Spear"
Author: Adams, Matt, P.E.
Published In: Facilities Manager
Date: November/December 2006
Facility Asset Management column. Stresses that one cannot overcommunicate the mission and message of the facilities department. Notes that when a customer is not informed, the default judgment or assessment of any given service relationship is negative. Promotes a formal review of customer service and development of subsequent communication policies and procedures. Describes working with a focus group to develop proper interactions following service events.
For a downloadable PDF of this article please search the APPA archives
Share this page. You can e-mail this description and a link to this page to any valid e-mail address.