A Premier Magazine Dedicated to the Management of the Built Environment

‘Our primary objective is to put the customer first’

 

As part of the ‘Expo Experience’ series, CM today talks to Oliver Sawle, General Manager, Khansaheb Facilities Management on the measures they took to get ready for the big event!

 

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October 25, 2021
 
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‘Our primary objective is to put the customer first’
 

It is going to be a month since the launch of the much-awaited show - Expo 2020. But for the facilities management industry, the journey began more than 7 years ago. As part of the ‘Expo Experience’ series, CM today talks to Oliver Sawle, General Manager, Khansaheb Facilities Management on the measures they took to get ready for the big event!

oliver

Focus points

Khansaheb Facilities Management has supported its existing customers and their involvement in the Expo by expanding its scope of services to support back-of-house operations at the event. Talking about their focus points, Oliver says, “Our main focus is to implement our bespoke company Khansaheb-standards which cover quality, health & safety, COVID-19 awareness, and customer care. Our primary objective is to put the customer first and provide seamless support services to enable our customers to focus on making an exceptional contribution towards the Expo and ‘Connecting Minds and Creating the Future.”     

Lessons learned

 Being in a people business, Oliver points out that the welfare of the employees is equally important. “We are a people business therefore the welfare of our front-line workers (our heroes!) during the continued pandemic is of paramount importance to enable us to continue to deliver an excellent service for our customers,” he adds. To implement this, they have had to adapt to the new norm, innovate, and embrace new technologies and techniques such as no-touch disinfection (fogging) into their processes. They have also ensured that all the employees are fully aware of the protocols.    

Training

To ensure high standards require the right kind of skill sets. And at Khansaheb Facilities Management, holistic training is provided to all. The in-house training focuses on the technical and QHSE. “For the EXPO, we particularly focussed on sustainability, COVID-19 awareness & exceptional customer care,” he explained.

Future plans

Oliver predicts a bright future for not just them but also his customers taking part in the event. “We want to support our customers both existing and new in their efforts to ensure they leave a lasting legacy through District 2020 and support Expo’s founding vision to be an ecosystem to connect, create and innovate,” he adds.