Thanks to everyone who joined us for our fall All-hands meeting a few weeks ago. If you weren’t able to attend, you can view a recording of the meeting here. We discussed a number of priorities during this academic year including our focus on customer service.
Our goal is to create a culture of customer service excellence in Facilities Management and for each of us to become agents of customer service. Each of you should feel empowered today to make that a reality today. We can all contribute to that goal when we:
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Adopt a “people-first” attitude. Remembering that our customers are both inside and outside of FM, I encourage you to listen, be patient and empathize with the person in front of you.
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Become the solution. This is often the easy part - we like to solve problems in FM. Let’s remember that we all work on the same team and ensure that our solution doesn’t create more work or challenges for someone else. Or you can ask for help…
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Collaborate. If you can’t solve the problem, offer to help a customer by connecting them with someone else who can. Ask up your chain of command or across to another unit for help or guidance to make things right.
Nominations will soon be open for our Customers Service Award at the employee luncheon this winter. Get your name on that list by following these simple steps. To find out more or to get involved, please review our customer service strategy.
Sincerely,
Bob
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| Customer Service Strategy: Creating a Culture of Excellence
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FM’s new customer service strategy is designed to help us achieve our vision “to be a collaborative, innovative, and inclusive partner that delivers exceptional service to the UMD community” and is rooted in our values of Service Excellence, Collaboration, Inclusion, Empowerment, and Continuous Improvement. At its core, FM's new customer service strategy is about transformation. It's about reshaping the way we think, act, and serve our customers, with the ultimate goal of creating a culture of customer service excellence within FM. Read the Full Article.
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Ghosts of the Terps: The Haunted History of UMD
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If the Halloween season turns your thoughts to mysteries of the macabre and supernatural, we invite you to enjoy the lore of ghostly secrets that linger within the very walls of the UMD campus. Founded in 1856, the University of Maryland boasts a history steeped in eerie tales involving campus buildings. FM’s GIS department has created a map of haunted sites on the main campus. Take the tour if you dare! Read the Full Article.
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The Wheels Off Walkways (WOW) program officially relaunched on Monday, August 21 just in time for the start of the fall semester. Cones and sandwich signs created to support the program were distributed with the goal of helping keep pedestrians safe and informed regarding work that impacts campus walkways. The WOW Standard Operating Procedure (SOP) was created with input from across FM as well as UMD’s ADA office. Read the full article.
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On September 21, a group of FM housekeepers attended a special luncheon celebration at University House, the home of President Pines. The purpose of the celebration was to honor housekeeping staff who were nominated for the Cintas Custodian of the Year Award. FM had 18 nominees who were recognized for their outstanding performance, alongside housekeepers from Residential Facilities. President Pines, VP Carlo Colella, and Bob Reuning were among the guests in attendance to applaud these hardworking FM staff members. Congratulations to all! Read the Full Article.
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Staff Spotlight: Mark Watroba, FM Sign Shop
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Pub food and a creepy Stephen King miniseries are just two of the things that FM's Mark Watroba enjoys -- that and his satisfying work as a graphic designer in the FM Sign Shop. Read the Full Article.
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FM Shines Celebrates First Anniversary
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| Update: Workday Implementation Delayed
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In late September, the Elevate Program team announced that the latest assessments and evaluations indicated a need to postpone the proposed launch date for Workday from November 15 to the summer of 2024. As a result, the deadline for required training by all staff will be extended. You can get more information at UMD's Elevate website.
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FM's New Website Has Launched!
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| October is Transportation Safety Month
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Each year, the Department of Transportation Services reminds us of steps to keep everyone safe on campus roads and walkways. Visit the Safety Starts With You web page for more information about driving, walking and riding safely on campus.
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#ICYMI (In Case You Missed It)
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| Take our 1-question survey:
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Share your story ideas! People Power is a newsletter for and about FM staff, so let us know if you have suggestions for future editions. Send your ideas and info to fmcommunications@umd.edu.
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