In episode 28, I’m very excited to welcome Cushman & Wakefield’s Jessica Kane. She is a creative and talented workplace experience manager for the Ericsson account at Cushman & Wakefield, where she’s responsible for creating a workplace experience program that leverages technology, workplace design, and amenities and services to help drive employee engagement and retention at Ericsson, ensuring everyone feels productive, healthy, and happy in a frictionless workplace. In this episode:

-How hospitality training factors into the evolving role of FMs

-What the four Tracom social styles tell you about communication

-Using “plus it” process thinking to improve customer service

-The POW WOW Effect: focusing on consistency for better service

-The facilities leaders’ responsibility in “team member care”