Facilities management reality: Why things still go wrong

In facilities management (FM) reality, it’s not uncommon to follow all the right steps, design effective processes, and yet still face complaints, unexpected breakdowns, and sometimes intense frustration. If you’re in FM and have experienced this, you’re not alone. In fact, this is often part of the job, and it doesn’t mean you’re doing things wrong!

After more than 15 years in the industry, having transitioned from product design and M&E consulting, I know the feeling of believing that a well-laid plan is enough. I used to think that if I and my team simply stuck to the plan, complaints would go down, operations would run smoothly, and we’d experience fewer issues. But the reality in facilities management often defies this expectation. No matter how well you design a process, the unexpected can still throw a wrench in the works.

So, what’s really happening in facilities management? Why is it that even the best processes sometimes lead to less-than-ideal outcomes? Here’s what I’ve learnt over the years, along with some strategies for staying resilient and making an impact, even when things don’t go as planned.

Why the Reality of Facility Management Is Unique in Its Challenges

Let’s start with a question: why does this happen specifically in facilities management?

In FM, you’re working with a complex system of moving parts, both physical assets and human expectations. Facilities managers oversee everything from building maintenance and safety protocols to user comfort and aesthetic appeal. You’re responsible for the mechanical and structural aspects of a building, as well as the occupant experience. And this is where FM’s unique complexity comes in: you’re dealing with not only technical processes but also highly varied human needs.

Let’s break down a few main reasons why FM’s challenges are unique:

The Unpredictable Nature of Buildings and Equipment
Even with the best preventative maintenance in place, equipment breaks down, systems malfunction, and external factors (like weather or supply chain disruptions) can interfere with operations. Each building is unique, and while patterns can guide us, predicting every possible scenario is nearly impossible.
Balancing Needs and Expectations
Facilities management isn’t just about physical assets; it’s also about user experience. Occupants expect a high level of comfort, safety, and functionality, but meeting everyone’s needs all the time is difficult. Not every stakeholder sees the big picture of facilities management, so they often perceive delays or disruptions as a failure on the FM team’s part.
Constant Pressure and High Stakes
FM professionals are always “on,” meaning that even minor complaints can become critical issues that need immediate attention. The pressure to keep things running smoothly, coupled with limited resources and strict timelines, adds another layer of complexity.

Common Complaints in FM And Why They’re Hard to Address

If you’re in FM, you’ve probably heard questions like these:

“Why isn’t this issue solved yet?”
“Why do we keep facing the same problems?”
“Don’t you do maintenance regularly?”

At first glance, these complaints might seem simple to address. But as FM practitioners know, not all problems can be fixed with a straightforward solution. Here are a few examples of complaints that may sound easy to resolve but often require much more than meets the eye:

Recurring Equipment Failures
When equipment fails repeatedly, it might appear as if the FM team isn’t performing adequate maintenance. But sometimes, the issue lies in the equipment’s design, its age, or external conditions that affect performance, such as humidity, dust, or even usage patterns.
Temperature Control Issues
People have varying comfort levels when it comes to temperature. While one group might find a room comfortable, another may find it too hot or too cold. Despite having a centralized HVAC system with limited control options, complaints can pile up, and the FM team gets caught between different comfort preferences.
Facility Cleanliness and Aesthetics
Some areas in a building may seem less clean or visually appealing, even when they’re being maintained regularly. This perception might stem from high traffic, the type of materials used, or factors beyond the control of the FM team.

Each of these examples highlights a key point: FM professionals can implement excellent processes and still fall short of desired outcomes, especially when expectations don’t align with reality.

Embracing Process Control in FM—Even When Results Vary

So where does that leave facilities managers? If perfect outcomes aren’t guaranteed, what can we actually control?

The answer lies in focusing on process control and building competency within the FM team. Here’s how these two strategies can make a significant difference, even when outcomes are unpredictable:

Develop Robust Processes
Process control is at the heart of FM. This means creating and refining processes to handle tasks like preventive maintenance, inspections, and quality control. By establishing clear procedures, we minimize the risk of mistakes and ensure that essential tasks are completed as planned.
Build Competency and Resilience
Having a competent team means training FM staff not only on technical skills but also on soft skills like communication and problem-solving. When issues arise, a well-trained team is better equipped to handle them professionally and efficiently, even under pressure.
Foster Open Communication with Stakeholders
Stakeholders and building occupants often don’t understand the full scope of FM responsibilities. By proactively communicating what the FM team is doing, why certain measures are in place, and what limitations exist, we can manage expectations more effectively. Being transparent can also help build trust and reduce frustration among building users.
Create a Feedback Loop
FM is a field that benefits from continuous improvement. Setting up a feedback loop—where you gather input from occupants, review complaints, and adjust processes as needed—ensures that the FM team stays responsive and evolves over time.

Focus on Progress, Not Perfection

To those new to FM or anyone still navigating its daily challenges, here’s my best advice: focus on progress, not perfection. Trying to make every outcome flawless is often unrealistic. Instead, focus on what you can control, prioritize improving processes, and ensure that your team is well-prepared to handle what comes their way.

A key takeaway from my years in FM is this: bad outcomes are part of the job, but a bad process shouldn’t be. When things don’t go as planned, it’s tempting to view it as a failure, but I’ve found that having strong processes in place ensures that we’re still making progress, even if the outcome doesn’t meet every expectation.

The Importance of Resilience and Perspective in FM

FM is a rewarding field, but it can also be demanding and, at times, thankless. Those in the industry know the sense of accomplishment that comes with solving tough problems, the satisfaction of a well-maintained facility, and the pride in seeing how their work impacts an entire community. That’s why resilience is essential: it allows us to stay focused on what matters and keep moving forward, even in the face of setbacks.

Having a balanced perspective on what we can and cannot control keeps the FM team motivated and focused on continuous improvement. By accepting that not every outcome is within our power, we free ourselves from the frustration of chasing perfection and instead embrace a mindset of growth and adaptability.

Conclusion: Strengthen What You Can Control and Let Go of the Rest

Facilities management is a complex, ever-evolving field, and it requires a mindset that combines strong process control with flexibility. No two days are the same, and unexpected challenges will always arise. But by focusing on refining processes, building a resilient team, and maintaining open communication with stakeholders, FM professionals can make a meaningful impact, regardless of the unpredictability of the outcomes.