Facility managers: Managing expectations
For the facility manager, managing client expectations is a determining factor in the success of your project. DEFINE THE SCOPE A common issue leading to unrealistic expectations is not having a clear and concise scope of work. Sometimes the client is unable to convey their vision of space – leaving requirements open to interpretation to create an accurate proposal. Clients believe the possibilities are limitless and they can be given an adequate budget and schedule. Most times though, the facility manager needs to rely on expertise to show clients where budgets and schedules will place limits on the project scope. Questions are vital to defining the project scope and to the success of the project. A great way to make sure the project is starting off on the right foot is by creating a well-defined onboarding process. Once a well-crafted, specific and thoroughly considered scope of work has been identified, it is important to communicate that information to the project team and to review it often as the project progresses. Each team member should know the exact extent of the agreed upon scope. This will alleviate headaches down the road when the client begins to request additional services. The project scope and contract summary can be used as a reference guide throughout the project.