Voice of the FM

Honest feedback, gathered FM to FM.

Your clients and the prospects you have connected with have candid, useful feedback to share. They are simply more open with a fellow FM than with a supplier. Voice of the FM gathers that input from the buyer’s side of the table and turns it into a clear read you can act on.

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A trusted read, gathered FM to FM

We reach out to the people who already know you, your current FM clients and the engaged prospects whose momentum stalled, as one FM to another. That peer-to-peer trust surfaces the candid input FMs share more freely with a fellow FM than with a supplier. Using the same buyer’s-side lens I spent more than 25 years building, we translate what they say into what it means: what they value, why a relationship cooled, and where the next move is.

25+

years on the FM buyer’s side

Top 15

focused, permission-based list

Zero

cold calls, ever

Who it’s for

Current clients

The FM accounts you already serve. Understand what keeps them, what they value most, and where a relationship is quietly at risk before it costs you the renewal.

Engaged prospects who stalled

People you have had real, personal engagement with, a genuine tradeshow conversation or exchange, where the momentum stalled. This is never cold outreach that never landed.

How we choose engaged prospects

For prospects, we work from a focused, permission-based list, never a cold-call sweep:

  • Your top 15 engaged prospects
  • Each has had a real, personal engagement with your team, not a cold email that went unanswered
  • Each has given a level of permission to reconnect, based on that engagement

How it works

Step 1

You tell us who to include

Your current clients and your top engaged prospects. You complete a short intake form and we build the list together.

Step 2

We run the survey

We field a structured Voice of the FM survey, framed and interpreted from the FM’s perspective, so people answer honestly.

Step 3

You get the readout

A clear read on what is working, why a relationship cooled, what is at risk, and the specific moves to make next.

What you walk away with

  • The reasons your best clients actually stay, in their own words
  • Why an engaged prospect went quiet, and whether the door is still open
  • Early warning on accounts and opportunities that are quietly at risk
  • Specific, buyer-informed moves to strengthen or reopen each relationship

A sample readout. Hover or tap a view to see how your results come back, honest, FM to FM, and ready to act on.

Sample readout · illustrative
Overall standing
Where you stand, at a glance.
The headline numbers, from 15 respondents (8 clients, 7 prospects).
Net promoter
−40
Client satisfaction
3.4/5
12-mo renewal intent
3.2/5
Accounts at risk
2
Top-rated dimension
3.9/5
Expertise
Opted in to respond
12/15
by name
How clients rate you
Trusted for the work.
Six dimensions, highest to lowest.
Expertise
3.9
Reliability
3.5
Responsiveness
3.4
Value for money
3.0
Understands FM needs
2.9
Communication
2.9
They trust the expertise. The gaps are understanding and communication: the relationship, not the work.
What’s working well
A real base to build on.
The strengths clients name, unprompted.
Expertise, top rated
3.9/5
Electrical, strongest lane
3.6/5
Why clients stay, in their words:
  • The people and the technical expertise
  • Responsiveness and quality of work
  • Trust, and a partner who gets the FM perspective
Where to focus first
Loyal, and quietly slipping.
Long-tenured accounts weighing a move. This is where a call goes furthest.
Healthcare · 5+ years
Slipping responsiveness
At risk2/5
Commercial real estate · 3.5 years
Value and consistency
At risk2/5
Higher education · 5+ years
Tech continuity
At risk3/5
New clients want visibility
They love the work.
They just can’t see how it’s managed yet. Low communication scores, not low quality. An easy win.
Retail · under 6 months
Onboarding3/5 comms
Professional services · under 6 months
Onboarding3/5 comms
Government / municipal · 6-12 months
Onboarding3/5 comms
Nonprofit · under 6 months
Onboarding3/5 comms
Respond to these directly
12 of 15 opted in, by name.
So you can go straight to them, with what they asked for.
Dana · Healthcare
“Be our first call again.” → Bring back the urgency of year one.
Priya · Higher ed
“Keep the techs who know our site.” → Assign a consistent lead.
Karen · Retail
“I can’t see how our orders move.” → Show open, scheduled, done.
Robert · Government
“Open vs. closed at a glance.” → A simple monthly summary.
Prospects, two very different groups
Warm, and evaluating.
Seven prospects split cleanly. Each needs a different move.
Warm · right fit, wrong timing · 4
High approval (avg 4.5/5). Stalled on timing, budget, or a mid-contract lock, not on doubt.
Move: reconnect on their stated timeline. No new selling needed.
Evaluating · needs proof · 3
Moderate openness (avg 3.6/5). Stalled on unanswered questions: coverage, pricing, references. Information, not doubt.
Move: send the specifics they asked for. Convert doubt to a yes.
When to reconnect: 0-3 months (3), 6-12 months (2), unsure (2).
In their words
Straight from the buyer’s chair.
A few of the verbatims behind the scores.
What’s landing
“Eight years and they still treat us like the only client.”Healthcare · 5+ years
“They know our buildings.”Commercial real estate · 3-5 years
“Deep knowledge of our older electrical systems.”Higher education · 5+ years
Where it’s slipping
“Be responsive again; we used to be your first call.”Healthcare · 5+ years
“Continuity, keep the techs who know our site.”Higher education · 5+ years
“Requests go into a black box, I can’t see what’s scheduled.”Professional services
Recommended moves
What to do about it.
The readout ends with a plan, not just numbers.
  1. Stop the tenured bleed. Personally re-engage the 3 at-risk accounts this month: name a consistent lead, restore first-call responsiveness, get ahead of pricing.
  2. Give new clients a window in. A simple work-order status view (received, scheduled, done) plus a monthly one-page summary.
  3. Tighten the weakest lane. Standardize handyman crews and add plumbing dispatch confirmations.
  4. Work the two prospect groups differently. Calendar the warm group to their timelines; send the evaluating group proof now.
  5. Protect the promoters. Keep the winning teams intact on your happiest accounts. Continuity is the top thing clients name.
Hover a view to hold it. Screens show sample, illustrative data.

This is not a cold-call list and not a sales exercise. It is candid, FM-to-FM feedback, gathered with trust and turned into moves you can make.

Find out where you really stand.

Complete the Voice of the FM intake form and we will send you a proposal for service.

Request a Proposal