In the world of facility services, one company stands out for its dedication to innovation, its unwavering commitment to its team members, and its profound impact on the communities it serves. City Facilities Management (FL) LLC, or City FM, under the leadership of its President, Richard Nuttall, has not only achieved remarkable success but has also set a new standard for excellence in the industry. In this article, we delve into Richard Nuttall’s journey and the unique culture that sets City FM apart from its competitors.
A Journey from Technician to President
Richard Nuttall’s career journey is a testament to his passion for this industry. He began as a qualified technician in the United Kingdom, working for British Gas in the domestic heating sector. After completing a rigorous three-year apprenticeship, he spent a decade servicing heating systems, gaining invaluable hands-on experience.
In 2002, Richard transitioned to management, driven by a desire to improve leadership in the field. He took on various roles, including positions with Home Serve and overseeing the creation of a home services division for a family business. His expertise and reputation eventually led him to City FM’s global headquarters in the UK in 2011 when they sought to launch home services for retail customers.
Richard’s journey took a transformative turn in 2015 when he was offered the opportunity to establish City FM in the United States. This endeavor marked a significant leap, and by 2016, City FM had set its roots in the US in Jacksonville, Florida with its first grocery partner, Southeastern Grocers, eventually expanding with two other partners and achieving remarkable success with as many as 2,200 employees and revenues exceeding $750 million annually.
A Culture Built on Trust and Respect
What sets City FM apart from its competitors is its unique culture, driven by the founder of City FM’s guiding philosophy: “If you don’t say no to me, I won’t say no to you.” This ethos underscores the family owned and operated company’s commitment to servant leadership, where team members define the customer experience. While the initial experience is communicated during the induction program, the reputation resides in the hands of the front-line technicians and customer service teams.
City FM values honesty, respect, trust, and transparency. This culture extends to the entire team, emphasizing that first impressions last a lifetime. At City FM, leadership takes precedence over bossing, creating an environment where team members feel valued, appreciated, and motivated to provide exceptional service.
Richard Nuttall emphasizes, “If you serve with trust, honesty, and respect, then that environment translates through to the services that we deliver. If you treat your team members poorly, they will treat our customers poorly, and that’s not a good experience.”
Going Above and Beyond for Team Members
City FM goes the extra mile to support its team members and their families through company and employee funded programs such as the My City Cares Fund. This fund was created in 2020 to help team members facing financial hardship after a natural disaster or unforeseen personal hardship and has offered life changing grants to over 12 team members to-date. The company’s base wages, 401(k) with company match, and generous paid time-off offerings are industry-leading benefits that further set City FM apart. This holistic level of support is one of the reasons why City FM enjoys a whopping 95%+ retention rate year over year, even in today’s highly competitive market.
Furthermore, City FM is renowned for its world-class training and development programs, providing team members with a clear path for career progression. Unlike many organizations that treat technicians as one-size-fits-all, City FM created five levels of experience, tied to different levels of compensation and title, to help determine technical skill sets and offer tailored development plans for long-lasting careers. This approach ensures that each team member can, and is empowered, to progress in their career. One Multi-Skilled Technician at the company proudly shared, “Each day I learn or further develop some new skill, meet new people and grow relationships within my community. City FM has afforded me the opportunity to provide for my family in a way that I enjoy as a technician.”
The City Way: Focusing on Team, Customer Experience, and Community Impact
The City Way, according to Richard Nuttall, is a dual focus on team members and customer experiences. It emphasizes servant leadership, an open-door policy for all ideas or concerns, and a commitment to treating team members with trust and respect. The mantra “lead, teach, train and retain” underscores City FM’s approach to developing its team members, which is fundamental to its culture and success.
Importantly, Richard Nuttall highlights that team members are more than their jobs; they are vital parts of the community, ensuring stores operate even during challenging circumstances to provide access to fresh foods and other essential items. The company’s services play a critical role in keeping assets operational and communities taken care of, which is fundamental to the success of any retail organization.
A significant portion of a grocery store’s revenue comes from its equipment like refrigeration and HVAC, and City FM’s preventive maintenance approach helps prevent costly breakdowns. The impact of malfunctioning equipment extends to consumers, as a broken refrigeration unit can disrupt shopping experiences. As Richard Nuttall emphasizes, keeping equipment operational is essential for retailers, especially in an industry with slim profit margins. He explains, “Although we don’t supply the food chain directly, our team is a fundamental component of ensuring that the communities that we serve have access to fresh produce and food on a daily basis.”
Innovation and Future Growth
Cutting-edge intelligence and automation is at the core of City FM’s strategies and investments for the future. One of these forward-thinking technologies includes a machine-learning ultrasound tool that detects impending system failures, before they happen. Its artificial intelligence and ability to analyze real-time data enables technicians to define and prevent equipment failures with remarkable accuracy upwards of 98%.
One of the company’s unique strengths is its ability to provide a comprehensive range of facility services under one umbrella. This allows City FM to offer total lifecycle costing for retail partners, helping them make strategic decisions based on equipment performance and maintenance costs.
Over the next five years, Richard Nuttall envisions City FM expanding its services to other markets within, and surrounding, the United States. The company’s strategic goal is to bring the significant benefits of integrated facilities management to major retailers in every state across the nation. Training and development will remain a key focus, addressing the industry’s aging workforce by offering innovative solutions and opportunities for growth.
A Bright Future for City Facilities
City FM, under the visionary leadership of Richard Nuttall, is a beacon of innovation, a model of servant leadership, and a committed community partner. As the company continues to expand and evolve, it sets a new standard for excellence in the facility services industry. City FM’s dedication to its team members, its customers, and the communities it serves is truly commendable, making it a name to watch in the coming years.
Richard’s excitement about what’s to come is apparent as he states, “I think over the next five years there will be significant growth potential for us here in the US. There are significant opportunities for retailers to explore a partnership with City to realize the savings and the commercial value that we bring. And there are significant opportunities for technicians to develop a career with City FM versus taking a job with the competition.”
Learn more about life at City HERE.
