Every client presents unique challenges. Facility Managers take pride in their ability to accommodate special requests. Retailer and restaurant request patterns are well established and most technicians and service teams know how to respond. For non-traditional retailers, such as banks, childcare, fitness centers and medical facilities the FMs need to prepare and execute differently.
For example, security is very different when providing services to banks. Few other retailers require the type of prep work necessary to complete a banking service request.
Banks are not immune to changes in customer demands. The list of services performed on-site has been reduced because banks now devote more space to automated teller machines, and mobile banking has reduced the number of staff onsite.
In March 2017, the Boston Globe reported that mobile transaction volume has replaced the output of 1,000 physical banking locations. With more transactions executed online, branch banks have worked to make locations more pristine, inviting and focused on services attractive to local customers.
Banks know their customers, and they know many prefer ATMs and drive up services. Therefore, they pay special attention to ‘curb appeal’ and strive to make locations as inviting as possible. To do so, they emphasize landscaping, paving and signage. Bright, clear lighting, freshly painted lines, clear directions in parking lots and neatly trimmed landscaping is important.
Most financial services client calls occur during normal business hours. In the 24/7/365 FM industry, it’s nice to have clients with predictable hours who can provide flexibility for technicians.
While branch banks have increased operating hours to meet customer demands, they still adhere to “banker’s hours.” This allows maintenance crews to arrive early evening and complete service calls before the bank reopens. FMs should attempt to reduce or eliminate disruption to the daily work flow for clients, and banks offer substantial flexibility in meeting that goal.
The average bank branch does not experience the same level of wear and tear as a typical retail store. Most branches have minimal public restrooms and no commercial refrigeration. Therefore, the incidents of spills, rips and clogs are significantly less. However, it is still important that banks seek bids on FM jobs and find a price and timeframe that works for both the bank and the supplier. Often major repairs and remodels can be planned weeks in advance.
Not all bank calls are simple. Lock and security issues are very important and service response must be immediate. Banks must ensure their suppliers have a locksmith and glass repair techs available 24/7/365 for accidents, break-ins, etc. The safety and security of customers and employees depends on safe facilities. Banks operate with an abundance of caution. Therefore, to build a solid relationship, FM suppliers must be prepared to address both routine issues as well as worst case scenarios quickly and efficiently.
FMs should attempt to reduce or eliminate disruption to the daily work flow for clients and banks offer substantial flexibility in meeting that goal.
By: Matt Manco, Marketing Relations Manager, Chain Store Maintenance, Inc.