Customer Service Strategy Update

From: Bob Reuning
To: All-FM
Subject: Customer Service Strategy Update

Good Morning FM,

Last December we focused our attention on Priority 7 of our Strategic Plan: Enhancing Customer Service Excellence. FM staff and key FM customers participated in brainstorming sessions and shared their ideas and thoughts on key customer service questions. 

We received 172 responses from FM staff and key customers and collected a wealth of valuable input which we have compiled and categorized into themes of challenges and actionable opportunities. I invite you to view the results on our website. 

With these first two steps in developing our customer service strategy complete, we are ready to confirm what we heard and narrow our focus. Toward that end, please complete our online survey and help us rank the themes and opportunities that you identified in order of importance and impact. The survey will be open until May 30. Once we’ve received your rankings, we will finalize our strategy and implementation plan. 

Thank you for your commitment to FM and to our customers. I am proud that together, we are developing a strategy that enhances service excellence and highlights the important work that we do. 

Sincerely, 

Bob Reuning

Charles R. Reuning, MS, MBA, P.E.
CAPT, CEC, USN (Ret.)
Associate Vice President
University of Maryland
301-405-6214