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Why Facilities Is Everyone’s Business, from the C-Suite to the Store Floor

Paul Walsh, founder of Path2Max, discusses the evolving role of facilities management in retail and mutli-site operations. He talks about how facilities have shifted from being an “invisible engine room” to a highly visible, strategic function.

Episode Description

Paul discusses the evolving role of facilities management in retail and mutli-site operations. He talks about how facilities have shifted from being an “invisible engine room” to a highly visible, strategic function.

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today’s episode, we talk with Paul Walsh, CEO and Founder of Path2Max. Paul dedicates his time and expertise to mentoring others in the industry and helps them pursue excellence.

Guest Quote:

SID:  How has that shaped your perspective on the industry as a whole?

PAUL:  facilities was viewed as the sort of the quiet engine room. It was invisible. It's where everything worked. But the moment that something got in the way of the customer or the employee experience, um, it then became highly visible. And I think that nothing more, uh, I think COVID changed that dynamic, um, almost overnight, you know, so I, I remember, I recall back in the days when leaders who had never once asked about, you know, air handling units or, or filtration standards or cleaning protocols, suddenly they needed detailed answers in real time.

PAUL:   If you're always fighting fires, you're not going to be able to tell a strategic story, but in order to tell a strategic story, you need visibility.And so you need that clean, clean asset data, for example, right? You need to see performance trans, you know, like really performance transparency. We need to see clarity on spend, alignment, right? Like making sure that all the teams that touch facilities, finance, operations, facilities, providers, um, you know, that they all had come, needed to come together and, and then structure, right?

PAUL:  The most famous arsons in the world are firefighters that they thrived in the thrill of putting out the fire that they started sometimes setting them.And, and I think that's a subconscious thing in a way. Um, and it may just be like, by not setting up your, your vendors for success or your, your stores or your, your whatever you're, you're managing and if it's especially in a multi-site space. There's this piece where somebody needs to come in. and that's where I think educating our facilities teams, leaders around moving away from reactivity is, um, is what's going to help them, not only their department, but help them grow in their careers as well.

PAUL:  AI if used correctly will help remove friction across the entire workflow from triaging issues to diagnosis, dispatching, communication. You know, we talk about asset modeling, capital planning, but what it does really well is it augments human expertise. It allows teams to operate with far more intelligence and far less noise.

TIMESTAMPS
00:00 - Intro
00:44 - About Paul
06:51 - The built environment and retail
13:55 - Where is the industry now?
23:47 - Be proactive, not reactive
30:37 - AI in the industry
37:57 - Shifting consumer expectations
41:34 - Avoiding burnout
45:46 - Where to find Paul
46:34 - Sid’s takeaways

SPONSOR:
ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:
Offering the best possible guest experience
Living up to brand standards
Operating with minimal downtime
ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.