Over the years, facility managers have been trained to take on challenges. They have been taught to find practical solutions to clients’ problems and never say NO or it can’t be done” when asked for assistance, especially when outside of the facility manager’s responsibility.
The word NO has not been programmed into a facility manager’s lexicon, but as another year comes to an end and I reflect on my interactions with facilities managers, it is time to rethink its use and learn when it is appropriate and how to use it effectively, with context.
Many managers feel they have no choice but to say YES, even if the situation is outside their responsibilities, including asking onsite facilities managers and teams to undertake domestic tasks by clients or requesting immediate positive answers to complex and difficult requests that require time to properly address.
Always saying YES, including to unreasonable demands, may promote stress and anxiety, starting with frustration that leads to resentment. Facility managers never want to feel this way about a job that can be enjoyable and rewarding.
Stakeholders will much rather have their facility manager say NO upfront or explain circumstances that may require additional time, than deliver shoddy work that fails to meet the deadline and budget.
Sadly, this approach isn’t achieving the long-term result that facility managers are seeking and may prove more detrimental to their own success than helping them achieve their goals.
There are some practical tips for facility managers to use when making a decision about saying YES or NO that is convincing, effective, and will not undermine a client/manager relationship.
Providing a good explanation – It is always polite to explain why the FM is saying NO. If the response is really a “some other time” one instead of never, then make it clear to the person seeking assistance.
It is unnecessary to fabricate an intricate reason or give a lengthy explanation. It also helps if it involves a budget issue that may be resolved in the future, or a request that violates a code or legal requirement for a facility.
Being a team player – Facility Managers should be viewed as partners trying to find ways to solve a client’s problem. This shows that a facility manager is helpful. Taking the time to brainstorm alternatives demonstrates the facility manager’s critical thinking skills to manage tricky situations.
Acting as a leader – Adopting this posture allows the facility manager to be assertive without saying YES every time. A strong NO shows confidence and security with the decision that has been made and reduces the temptation on the part of the client to escalate further.
Make NO decisions quickly – A NO response is a function of leadership and inevitable in the life of a facility manager. Although unpleasant at times, delaying a NO answer or not providing an answer at all, shows leadership weakness.
Most clients are accustomed to hearing NO periodically but will not appreciate a delay in knowing why the decision was made or not receiving a response. If a response must be delayed, it is imperative to communicate a timeframe for the response.
Investing in relationships before making a “withdrawal.” Facility managers should find this point to be critical in the way they conduct their business. Saying NO can often be interpreted as a withdrawal, and to avoid doing this repeatedly, there has to be sufficient investment in the relationship to leave a positive balance when a withdrawal is made. Creating a negative balance with customers does not lead to a successful career for facility managers.
In the long term, facility managers earn a more positive reputation if they are honest. It is better to under-promise and over-deliver.
