Culture is the behaviours, norms and expectations that shape how an FM team works. When problems surface late and people are leaving or tired, new starters absorb that culture rather than change it. Understand why issues are hidden and why people leave before you hire, and set clear behavioural expectations first.
Culture is the collective behaviour, norms and expectations of the Facilities Management team: how people treat each other, how problems are raised and what is tolerated. It drives performance quietly, in either direction. New starters absorb the culture they join, which is why hiring on its own rarely changes it.
What a culture problem looks like
- Conflict, blame and gossip
- Poor collaboration between teams
- Resistance to accountability
- Problems that surface only when something fails
- People leaving, or staying but disengaged
Where it usually comes from
- No clear standards for behaviour
- Old grievances that were never resolved
- Poor onboarding
- Leadership behaviour that is inconsistent
- Past hires who did not fit the team
Why it matters when you hire
Good people fail in a poor environment. Teams fracture, exit interviews point to the team rather than the work, and each new appointment is worn down by the culture rather than changing it.
What to do before you recruit
- Find out why issues surface late and why people have left
- Reset behavioural expectations, and apply them consistently, including at senior level
- Make raising a problem early safe and expected
- Be clear about the behaviours the team needs, and assess for them at interview
- Do not hire a strong performer whose behaviour will undo the team
Questions to ask yourself
- Which behaviours are tolerated that should not be?
- What is the dominant mood of the team?
- Where does conflict appear most often?
- How do near misses and mistakes get raised?
Where to start
The free FM Talent Scan check looks at culture alongside five other areas of your function and the decision you are facing. It takes about five minutes and tells you plainly whether a full FM Talent Scan is worth doing. If you would rather talk it through, contact us or call 0207 118 4848.
This article is one of six on the areas the check covers: structure, capacity, capability, tools and technology, leadership and culture.
