Facilities management: discovery call
Use this discovery call exercise to understand the problem, its consequences and the buying process before presenting a solution. You are discussing a planned maintenance coordination service with a property operations lead. The point of the practice is to make a useful decision together, including recognising when the offer is not a fit.
Summarise a verified problem, an unresolved question and a next step the buyer has accepted.
The situation
In this fictional brief, maintenance dates and contractor responsibilities are scattered. The buyer wants a visible schedule with assigned owners and escalation rules. Your offer is a planned maintenance coordination service, but you must first establish whether its scope addresses the actual need.
A relevant delivery constraint is that some equipment needs specialist or manufacturer-authorised work. Treat that as a fact in the exercise; do not remove it to make the sale easier.
| Your counterpart | a property operations lead |
|---|---|
| Offer under discussion | a planned maintenance coordination service |
| Evidence available | a sample asset register linked to work orders and completion records |
| Terms to clarify | Clarify which party commissions, performs, verifies and pays for each task. |
How to approach discovery call
A useful question for this stage: “What have you already tried, and what changed as a result?” Ask it when the conversation creates a reason for it, rather than reciting every question in order.
- Start with an actual recent incident. Follow its sequence and ask who was affected. Separate what you heard from your interpretation.
- Ground the discussion in the buyer’s work. Ask: “Which asset failure would interrupt the most important activity?” Listen for a concrete example before making a claim.
- Use evidence relevant to the decision: a sample asset register linked to work orders and completion records. Explain what it demonstrates and what remains unverified.
- Summarise a verified problem, an unresolved question and a next step the buyer has accepted.
An industry-specific concern
Buyer: “We can coordinate the contractors ourselves.”
Possible response: “You may be able to. Let us compare the coordination workload, missed handovers and responsibility for tracking completion.”
Why this response helps: it acknowledges the concern, brings the discussion back to a verifiable requirement and leaves room for a different decision. Adapt the wording to what the buyer actually said.
Run the practice
- Prepare for two minutes. One person takes the seller role and one plays a property operations lead. Read the offer and constraint separately from your preferred answer.
- Have a five-minute conversation focused on understand the problem, its consequences and the buying process before presenting a solution. The buyer should answer consistently with the brief and ask for evidence when a claim is vague.
- Add this challenge: The buyer says everything is fine until you ask about a specific recent example. Do not invent a pain point for them.
- Pause for feedback. Quote one useful question and one missed opportunity. Repeat the difficult exchange using a different response.
- Finish by writing the actual agreement. A sensible option, when it fits, is to map a limited asset group and its next scheduled maintenance cycle. A clear decision to pause is also a useful outcome.
What to avoid
| Common mistake | Running through a long questionnaire without following up on an important answer. |
|---|---|
| A stronger direction | You mentioned a missed handover. What happened immediately after that? |
| Scope and claim boundary | Do not substitute a generic checklist for statutory or specialist inspection requirements. |
| What to measure in real work | scheduled tasks completed with acceptable evidence. Establish a baseline and definition before interpreting a change. |
An example conversation
Before we discuss a solution, could you walk me through what happens today?
Our concern is that maintenance dates and contractor responsibilities are scattered. Also, some equipment needs specialist or manufacturer-authorised work.
Which asset failure would interrupt the most important activity?
We can coordinate the contractors ourselves.
You may be able to. Let us compare the coordination workload, missed handovers and responsibility for tracking completion.
What have you already tried, and what changed as a result?
Your working sheet.
Make the exercise your own. Notes are saved in this browser when storage is available. Download a copy to keep; avoid confidential information on a shared device.
Example: maintenance dates and contractor responsibilities are scattered; some equipment needs specialist or manufacturer-authorised work.
Example: What have you already tried, and what changed as a result? Industry question: Which asset failure would interrupt the most important activity?
Example: a sample asset register linked to work orders and completion records. Do not substitute a generic checklist for statutory or specialist inspection requirements.
Example: Propose a clear next step, such as: map a limited asset group and its next scheduled maintenance cycle. Confirm the owner and date.
Review your work
This is a reflection checklist, not an automated assessment.
Questions
Who is this facilities management exercise for?+
Can I use the example as a script?+
How should I assess the result?+
Fictional training scenario. The dialogue illustrates response choices; it is not a customer testimonial or a record of a real sale.
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