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Maintenance, Repair & Operations

Make Maintenance Customers Feel Valued

Nov. 3, 2020

Show your production squad that they matter

Many people don’t realize it, but the maintenance department is a business within a business. It has customers, and how well it serves those customers really matters.

Most people presented with this concept would identify “production” as the customer, but we can be more granular than that:

Production managers. Their focus is getting product out the door. Not all product is the same, however. Show you care by asking them what their priorities are today and in the next few days.
Production supervisors. Maintenance supervisors should treat production supervisors as colleagues with common goals. Show them that their time and their priorities are valuable by framing issues within those goals.
Production workers. When there’s a problem, these people and their supervisors can be a valuable resource in solving it. Help them feel valued by asking for their input and then listening to what they say. You don’t have to agree with them, but rather than “correct” them as they speak, listen. Then thank them for their help and insight.

About the Author

Mark Lamendola

Mark is an expert in maintenance management, having racked up an impressive track record during his time working in the field. He also has extensive knowledge of, and practical expertise with, the National Electrical Code (NEC). Through his consulting business, he provides articles and training materials on electrical topics, specializing in making difficult subjects easy to understand and focusing on the practical aspects of electrical work.

Prior to starting his own business, Mark served as the Technical Editor on EC&M for six years, worked three years in nuclear maintenance, six years as a contract project engineer/project manager, three years as a systems engineer, and three years in plant maintenance management.

Mark earned an AAS degree from Rock Valley College, a BSEET from Columbia Pacific University, and an MBA from Lake Erie College. He’s also completed several related certifications over the years and even was formerly licensed as a Master Electrician. He is a Senior Member of the IEEE and past Chairman of the Kansas City Chapters of both the IEEE and the IEEE Computer Society. Mark also served as the program director for, a board member of, and webmaster of, the Midwest Chapter of the 7x24 Exchange. He has also held memberships with the following organizations: NETA, NFPA, International Association of Webmasters, and Institute of Certified Professional Managers.