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Building Operating Management
PAGE How Facility Managers Can Handle Occupant Complaints Wildlife Can Be Popular Or Pests, But Either Can Cause Occupant Complaints Survey: Temperature Complaints Are Most Common, Restroom Complaints A Distant Second Successfully Managing Occupant Complaints Often Involves Determining Underlying Reasons For Complaints Ignoring Occupant Complaints Can Be Tempting, But Often Leads To Further Problems Survey Results: How Facility Managers Handle Occupant Complaints

Wildlife Can Be Popular Or Pests, But Either Can Cause Occupant Complaints

By Naomi Millán, Senior Editor January 2014 - Facilities Management   Article Use Policy

Pesky wildlife can cause occupant complaints that the facilities management team must handle. But sometimes, wildlife complaints aren't based on pests, but popularity.

Managing relationships is not limited to humans, when you’re the FM. Canada geese can be pests, so you’d think a story involving them would be about complaints around their noise or waste. But Joan Woodard, president and CEO of Simons & Woodard Inc., has the opposite problem. Her tenants love their geese and ducks, almost too much. A series of five man-made lakes at one of her properties in northern California has become a very popular stopover for migrating birds, with a pair of geese and some ducks routinely using it as a nesting ground.

In their concern and exuberance for their wilderness mascots, Woodard’s tenants have had rather unusual requests. The lakes have a bulkhead that’s about six inches above the water, and the tenants get distressed that the babies will not be able to clear the barrier. One tenant even went as far as standing in one of the lakes with his pant legs rolled up, attempting to scoop the ducklings onto dry land, which of course would not do — for the ducklings, himself, or the property management firm.

One strategy Woodard uses to try to stem the seasonal requests is to issue a newsletter to the tenants educating them on the importance of leaving the wildlife undisturbed. Using the newsletter, they distributed information about little ramps and small stone steps that had been constructed for the ducks after the wading incident, so they might navigate the lakes with ease. Of course, the birds don’t actually use them. “The tenants were happy we took that extra step, but then they wanted management to instruct the ducks on how to use the ramp,” she says.

Though they declined that request, Woodard says they were happy to try to accommodate the requests around the geese and ducks. “From the moment they become tenants, we’re trying to make them feel this is their daytime home and that they’re part of a community,” she says.




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