Tag: Barbara Kane-Stokes

FM Consultants Podcast 2015-03 – Discussion by Barbara Kane-Stokes (USA), Garry Brinton (USA) and David Reynolds (USA)

Sunday, May 3rd, 2015

Client satisfaction: how to get it, how to get it back, and how to recognize that you need to do so

Barbara Kane-Stokes and Garry Brinton go deeply and thoroughly into consulting client satisfaction – approaches, key components, and signs of client well-being, or of deterioration of the relationship. In the conclusion of the podcast, they each take up a project where the client insisted upon unrealistic results that introduced high levels of risk, potentially severe consequences, and became very unhappy when the consultant pointed this out. Both projects eventually succeeded. Listen to learn what brought this about.

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1) What are the key elements of enduring satisfaction for FM consultant customers?
2) How do FM consultants manage customer expectations?

The Panel:

Barbara Jo Kane, CFM
Barbara started Kane Consulting, a real estate and facilities management solutions company, in January 2001. Barbara’s expertise is working with tenants and or tenant owned buildings in the areas of leasing, subleasing, facilities-construction project management, move management, facility service contracts and establishing security systems and other like services. Barbara assists her clients in obtaining LEED certification points for their buildings and recommending “Green” facility service vendors to maintain corporate facilities.

In the fifteen years prior to starting her own firm, Barbara has held executive management positions in the areas of real estate and facilities management for Health Net, Fremont General Corporation and Candle Corporation. She also worked for CB Richard Ellis supporting the Bank of America where she was a Sr. Project Manager managing 800 bank construction projects with a staff of 8 project managers. Barbara is a Certified Facilities Manager (CFM) and a licensed Real Estate broker in the State of California. She has been a speaker for the American Management Association and IFMA. She was on the International Board of Directors of IFMA as well as President of the San Fernando Chapter and President of the Los Angeles Chapter of IFMA.

Garry Brinton
Garry Brinton is Senior Business Development and Project management Executive in the Brinton Group of Harrisburg, Pennsylvania, U.S.A. He has over 30 years experience related to business development, facilities planning and design, and project management. His specialties include
•Creative and effective strategies to acquire and retain clients
•Strategic facilities planning for proper alignment of people, process, and place
•Facilities related project management from initiation to close-out, featuring rigorous and proactive management of project budgets, schedules, procurement, and performance.

Garry previously held upper management posts with companies engaged in facilities consulting and project Management.
He served as an FMCC Board member in the 2012 to 2013 term.

David Reynolds, CFM,FMP, Jackson Mississippi, USA (HOST/Interviewer)
David Reynolds is located in Mississippi, U.S.A. David is new to FMCC, a recent CFM, and an FMP since 2004. His background is in systems, project management, and consulting, in small companies serving a variety of clients and industries. He holds degrees in science, engineering, and allied health areas. He focuses on FM as organizations adopt asset management principles and practices following ISO 55000, where clear, visible, interactive, maintainable, process and risk models, data, and measurements can better frame FM in organizational strategies and objectives. Pro bono work includes construction, maintenance, safety, and health. David is also a member of the IFMA Environmental Health and Safety Council.

The FMCC Podcast Team:
David Reynolds – FMCC STAG Member as Podcast & Audio Coordinator
Shamo Mikayilov – FMCC STAG Member as Social Media Administrator, Webinar Administrator & Podcast/Audio Editor
Markus Groll – FMCC Board Member as Secretary & STAG Chair