Six Questions to Ask When Hiring a Facilities Management Company

Choosing a company to outsource your facilities management can be stressful when you don’t know the right questions to ask. You will be trusting this outside provider to keep your building well maintained and operating effectively. How do you decide which company will be the right fit for your operation? Here are the six questions you should ask when interviewing prospective FM providers.

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1. Does the facilities management company have a good reputation?

A company’s reputation is one of its most important assets, as it reflects upon how they do business. A company with a good reputation is one that has been in business for years and has received positive feedback from customers. If you are having trouble locating online reviews for a facilities management company you’re considering hiring, try asking co-workers, friends, or family members who have worked with them before about their experience. People you trust can provide valuable insight into what to expect if you hire them to be your facilities management provider.

You should also dig in a little deeper and talk to their past customers, review the Better Business Bureau (BBB) for any complaints against them, and look for any legal cases they may be involved in.

2. Have they worked with an organization your size?

When it comes to facilities services, size does matter. You will want to work with a provider who has experience with buildings that are the same size as yours, because operations are much different for, say, a ten-story office building than for a sprawling hospital complex.
Take action on this by asking what the maximum square footage is that the FM provider has managed before. This will give you a good indication if they can handle your building.
In addition, has the provider worked in your industry before? Using the example above, a general commercial building has needs that are different from those of a hospital.

3. Do they leverage technology?

Technology is a great bonus when working with facilities management providers. Having an already established workflow process with communication and tracking tools allows outsourced teams and in-house staff to work together seamlessly.
A good tool can centralize work tickets, communication, and key performance indicator (KPI) tracking.
Additionally, computer-aided facilities management (CAFM) can automate tasks, planning/documenting audits, and maintenance and repair tickets to streamline operations.

4. Do they offer custom KPIs?

A good facilities management company should be able to offer custom KPI metrics. If you have special needs or specific criteria by which you measure success, make sure they can accommodate those needs before signing on with a new FM provider.
If your goal is to reduce energy consumption by 25%, your FM provider should be able to provide a plan for this goal and track it.

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5. Do they employ reliable staff?

You need reliable staff. Quality, reliable staff provides a twofold benefit. One, you get dedicated personnel who know your building and its needs, making FM services simple. Two, you know you can count on staff to show up for an emergency — 24/7. With a combination of knowledgeable, committed staff and dependable 24/7 emergency service, you know that your building will be taken care of no matter the situation.

6. Are they accredited?

Accreditation is often used as an indicator of quality in facilities management. This isn’t necessarily true, but it does provide you with an idea about your provider’s depth of experience, commitment to their business, and credibility with industry professionals. Look for a provider who is integrated management system (ISO) certified. ISO certification is a clear sign of quality and efficient services.

Choose the right FM provider for your organization

If you’re looking to optimize your operations, it might be time to bring in outside help. Finding and partnering with an experienced, dependable facilities management company will go a long way toward helping you expand while keeping overhead costs down. Choosing wisely can keep your company competitive on all fronts, so take your time when hiring.

Learn more about Kroeschell’s FM services.

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