The most annoying thing: fix it, escalate it, or say you cannot.
Broken kit and poor facilities rarely make people leave on their own. They are the daily evidence of whether anyone cares, and chasing them is the cheapest care there is.
On this page
One question a month, three categories, fixes inside the month, an hour on the floor each quarter, and a report back on everything escalated.
Every team has a list of things that get in the way: the printer, the system that times out, the door code, the van that will not start, the room that is always booked. Nobody raises them because raising them has never changed anything. A manager who asks, sorts and reports back changes that in a month.
Once a month, ask
- At a team meeting: “What is the single most annoying thing about doing your job here at the moment?” Everyone answers.
- Sort the answers into three: fix it myself; escalate it; cannot change it. Say which is which, out loud.
- Fix yours inside the month. Chase the escalated ones. Be honest about the third.
Walk the job, once a quarter
Spend an hour doing what one person does, with their kit, in their space. Write down everything that got in the way, however small. Pick two to chase and tell them which. You cannot chase what you have not seen, and an hour on the floor is worth a quarter of complaints.
Report back on everything you escalated
At the end of the quarter, go through every escalated item: what was asked, what was answered, what is next. A no with a reason counts as an answer. Silence does not.
Write it down
The list, the three categories, and what happened to each. Twelve months of this is a facilities case nobody can ignore, and a record of care your team can see.
The clearest thirty minutes in your week.
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