APPA Library

"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.

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