comparison factor - customers all make comparisons of your FM service capability to some other FM service. Spouses, friends and colleagues of your customers from other companies, all will have their own stories and opinions on expectations for FM service! While not necessarily a fair comparison, it will influence their evaluation about how well your organization is performing. When your FM organization takes the time to understand the organization is being compared eith, there is a bigger pay off for developing the most appropiate service delivery structure.