Management • Business Tips • Industry Insights • 39 minutes

Brick & Mortar: Why Facilities Management Is Critical to the Customer Experience

December 12, 2023

Episode Overview

Proactive facilities management has the power to delight customers. It can also take your company’s workflow to the next level.

Unfortunately, facilities management isn’t often top-of-mind for contractors and company owners caught up in the daily hustle and bustle of running a business.

It should be, Shetty says. On his breakout podcast Elevating Brick & Mortar, he regularly discusses the importance of empowering managers, contractors, and technicians to get proactive and maximize their assets.

Facilities management has the power to impress and often rescue customers who’ve encountered a roadblock. 

“Think about who you want in your corner when things aren't going great,” Shetty says. “It's someone in facilities or the trades–because every day they wake up and they're solving somebody else's problems.”

The folks in facilities management are like superheroes who get very little recognition, he says.

“Physical brick-and-mortar functions don't necessarily get the credit they deserve when speaking [to] top-line revenue or customer experience,” Shetty says. “In fact, that is what drives a customer to walk in through your door.”

Making the point even more emphatically, he believes great facilities management can be a make-or-break factor in the way customers perceive your company.

“Even if you're a great provider, sometimes if you don't use the right tools and you're not effectively communicating with the right players, you are still perceived as a bad provider,” Shetty says. “Because no one knows what you're doing.”

Helping bridge that gap: a new integration with Service Channel and ServiceTitan that saves time and makes workflows more seamless. 

Facilities management to the rescue.

Sid Shetty recently joined ServiceTitan’s Jackie Aubel on the “Toolbox for the Trades” podcast, which included Shetty’s thoughts on:

  • (2:40) Using podcasts to spread awareness around the trades

  • (9:04) Challenging the brick-and-mortar industry narrative

  • (20:20) Elevating the customer experience in facilities management

  • (33:57) How commercial contractors can better serve facilities managers

  • (38.32) Recognizing the heroes of the trades

To hear more stories from the trades, subscribe to Toolbox for the Trades on Apple Podcasts, Spotify, our website, or anywhere you get podcasts.

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About the Show

Toolbox for the Trades is a podcast where top service professionals share the tips, tricks, and tactics they use to succeed in their industry. Hosted by Jackie Aubel, this podcast is brought to you by ServiceTitan—the leading home and commercial field service software.

Episodes will feature stories and strategies to help contractors grow and scale their service business.

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