It’s Not About How Much You Know; It’s About How Much You Care

Technical expertise, strategic planning, and operational efficiency are critical in our field. However, one of the most overlooked yet essential aspects of successful facilities management is demonstrating genuine care for the people who occupy and interact with the built environment. The quote, “People don’t care about how much you know until they know how much you care,” often attributed to Theodore Roosevelt, resonates deeply with me as a facilities manager. While we are expected to possess deep knowledge of building systems, sustainability practices, and compliance regulations, our ability to foster trust and build meaningful relationships ultimately determines our success.

The Human Side of Facilities Management

At its core, facilities management is about people as much as it is about buildings. Whether managing a university campus, a corporate office, a healthcare facility, or a public institution, facilities professionals must understand that the individuals who use these spaces are not just occupants—they are stakeholders who rely on the facilities team to create an environment that supports their productivity, safety, and well-being.

We might be experts in HVAC systems, preventative maintenance schedules, and energy efficiency, but if we fail to communicate effectively with occupants or address concerns with empathy, our knowledge becomes secondary. Employees, students, and visitors want to feel heard, seen, and valued. A well-maintained building means little if the occupants feel their comfort and concerns are not a priority.

Building Trust Through Care and Communication

As facilities managers, we interact with a wide range of stakeholders, from deans and department heads to students. Each group has different needs and expectations, and our teams must proactively address concerns in a way that demonstrates genuine care.

• Active Listening: When staff or students report issues—whether it’s temperature control, workspace ergonomics, or safety concerns—it’s not enough to acknowledge the problem. Actively listening and following up with transparent communication ensures stakeholders feel valued.
• Proactive Engagement: Instead of waiting for complaints, facilities managers can demonstrate care by conducting regular walkthroughs, engaging in casual conversations, and asking for feedback. These proactive efforts show that the team is invested in creating a better environment.
• Personalized Solutions: While standardized maintenance procedures are necessary, treating each issue with a one-size-fits-all approach can be detrimental. Customizing responses based on the specific needs of different departments or individuals fosters trust.

Leading by Example: A Culture of Care

A culture of care in facilities management starts at the leadership level. Facilities directors and managers must model empathy, responsiveness, and accountability, setting the team’s tone. A leader who prioritizes both technical excellence and human connection inspires their staff to approach their roles with the same mindset.

Additionally, investing in training programs for all staff that emphasize customer service skills, emotional intelligence, and conflict resolution can help facilities teams cultivate a people-first approach.

The Impact of Caring Facilities Management

A facilities management team that prioritizes care will reap numerous benefits, including:

• Higher Employee Satisfaction: Employees who feel their workspace needs are met with empathy and responsiveness report higher job satisfaction and engagement. Facilities managers maintain and operate the workspace and thus influence employee satisfaction across the institution.
• Improved Organizational Reputation: A well-maintained, people-centered facility reflects positively on the organization as a whole, influencing recruitment and retention of students, faculty, and staff. External perceptions, or the town-gown relationship is also affected.
• Stronger Cross-Departmental Relationships: A caring approach to facilities management fosters collaboration between different departments, leading to more seamless operations and problem-solving.
• Increased Compliance and Safety: When people trust their facilities team, they are more likely to report issues in a timely manner, helping prevent minor concerns from escalating into major safety or compliance violations.

Facilities management is not just about keeping buildings operational—it’s about creating environments where people feel comfortable, supported, and valued. The most successful facilities managers understand that their expertise only matters when paired with a commitment to care. Facilities teams can turn their knowledge into meaningful, lasting impact by building relationships, listening actively, and demonstrating a genuine investment in occupant well-being.

In the end, people may not remember the technical details of a facilities manager’s expertise, but they will always remember how that expertise made them feel. And that is what truly defines excellence in facilities management.

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Lindsay Wagner, PhD, is the owner of The Knowledge Collaborative in Lake Havasu City, Arizona. She can be reached at [email protected]. If you would like to contribute to this column, please contact Lindsay directly.