How Each of the 5 Senses are Important in a Facility
John Harris, Director of Facilities Management and one of our resident experts, recently shared some intriguing insights in a recent issue of FMJ.
UG2’s stellar reputation for customer service is no accident. We consider every aspect of customer experience on both the micro and macro levels, including some details that might surprise you. In the article, John discussed how customer experience begins the moment a person steps onto a property and takes in a space through their senses.
A customer’s sensory experience of a space can lead to a range of reactions from lingering and recommending the space to others, minimizing time spent there, or avoiding the space altogether. John explained the key points for facility managers to keep in mind:
Sight: It’s all in the details. As you would expect, a facility’s appearance makes a huge impact. In one study, 72% of employees said they were less productive in an office environment where cleanliness was lacking. Nearly half took longer lunch breaks and a quarter said they took sick leave because their surroundings made them feel depressed. What helps? Details like fresh flowers and potted plants, orderly lobbies and green water filter lights demonstrate a level of care that resonates with every visitor.
Smell: Fresher is better. Stale-smelling environments and those emitting too-strong scents of fragrance or cleaning products are all a turnoff for visitors. Air quality matters now more than ever, and people prefer spaces that smell naturally fresh and free of pollutants. Frequent cleaning, well-maintained HVAC equipment, the use of MERV 13 filters and frequent fresh air exchanges all make a major difference. Special attention to cafeterias, restrooms, and custodial closets is essential.
Sound: Strive for quiet. Research has found that noise negatively impacts concentration, productivity, and creativity. FM teams should take a broad approach to reduce unpleasant sounds. That means ensuring air vents do not rattle, equipment doesn’t have any loose parts, vacuums don’t disrupt, and hammering isn’t happening while people are trying to work. Managers can help by scheduling cleaning off-hours when possible and prioritizing preventive maintenance.
Touch: Keep it smooth. Surfaces like elevator buttons, counters and desktops are an immediate turnoff when they are sticky. That makes frequent cleaning a must. Facility managers should be aware of the cleaning products in use, and ensure they aren’t leaving behind sticky residues that collect dust and grime. Effective ways to counter the problem include keeping hand wipes at the ready and using door hangers that say “Please disinfect” on one side and “Office is Clean” on the other.
Taste: Consider the literal—and the metaphorical. No one wants their meal to taste like the equipment it was cooked in or the last dish that was warmed in the microwave. Properly maintained equipment, including air exchanges, makes a difference in food preparation and the overall experience of visiting a facility. And, in a literal and figurative sense, facility managers don’t want customers, visitors, tenants or employees leaving a space with a bad taste in their mouths. For more guidance on keeping customers happy in your facility, read the full article at FMJ, or get in touch with TeamUG2.