Customer Service Priority #1

Customer service often gets overlooked in facilities and asset management, yet it shapes how teams are trusted, supported, and valued across an organization. Every interaction with residents, staff, tenants, and leadership influences how the facilities function is perceived.

This discussion explores a simple but important question: Who is the customer in facilities management? Panelists will share practical insights on how everyday habits—courtesy, responsiveness, and clear communication—build credibility and strengthen relationships. The session will also look at how service expectations have shifted in recent years and why reinforcing these skills across teams matters more than ever.

Topics include:

• Defining who the customer is in facilities and asset management

• Why customer service remains critical to trust and retention

• How communication, responsiveness, and professionalism shape relationships

• The soft skills that consistently make the biggest difference

• Practical ways to strengthen service habits across facilities teams