Facilities ManagementThe six big questions FM teams struggle to answer
We’ve spent years working with Facilities Management providers across cleaning, security, engineering, and multi-service contracts. Almost all of them struggle to answer the following six questions:
- Is the contractor on site yet?
- Did that job get completed?
- Why is this invoice being challenged?
- Is that timesheet correct?
- Who is available to take on a new task?
- Is that lone worker safe?
If you can’t answer these questions quickly, your reputation takes a hit and you start to lose money.
Operations move too quickly to see clearly
Retail teams are constantly busy, with their attention split across different areas and responsibilities within the store, warehouse, or supply chain. And each location has its own unique pressures, including footfall changes, absence, stock deliveries, regional promotions, seasonal peaks, customer complaints, and last-minute rota changes.
This means that even when your teams arrive on time, complete their daily duties and serve customers with a smile, the fact remains that your busy front line shifts so quickly and unpredictably, that even the best teams don’t always know what went wrong.
This lack of visibility leads to lost sales, poor staff morale, and low customer loyalty or footfall.
Lost Sales
- Staff Gaps. If a store is short-staffed during a busy period, queues grow, service drops, and customers leave.
- Lost Opportunities. If sales staff cannot react quickly to an opportunity, money is left on the table.
- Product Availability. If key tasks are missed, products may be in the building but unavailable for purchase.
Staff Morale
- Payroll Disputes. When hours, breaks, overtime or late finishes are incorrectly recorded, staff lose confidence.
- Unfair Pressure. Managers or supervisors may blame staff incorrectly for issues outside of their control.
- Unsafe Working. Staff who open, close, or work in stock rooms need to feel supported and protected.
Customer Loyalty
- Inconsistent Standards. Customers expect the same experience each time they visit, which is hard to maintain.
- Poor Availability. Products or staff being unavailable can affect a customer’s decision to return.
- Service Quality. Overstretched workers, or staff deployed in the wrong areas, affect your brand's perception.
What successful retail operators do differently
Less successful teams tackle this by hiring more supervisors, declining leave requests, and conducting more site visits. But the most successful retail operators are equipping their retail teams – and their head office managers – with more data from the front lines.
This is helping them see things like:
- Who is working at each location right now
- Which stores need extra support
- Whether urgent tasks have been dealt with
- Progress of inventory or stock-related tasks
- Who is nearby and able to cover a break or even shift
- Whether lone workers are safe and well
- How actual hours compare with planned hours
- Why certain stores or teams perform differently
This visibility helps supervisors run tighter shifts, helps managers to plan better shifts, and helps senior teams make focused improvements to increase the profitability of each store.
