Sarah joined the team at Wilgro Services five years ago. While Sarah leads Wilgro’s marketing and business development efforts, she also maintains existing business relationships by providing the highest level of customer service. Prior to joining Wilgro, she spent 15 years in the property management industry, specifically in the Student Housing sector. Starting as an onsite leasing manager, she transitioned into a property management position, and then eventually into regional and national roles with a focus on sales, marketing, and resident relations. Sarah graduated from West Chester University with a BA in Communication Studies. She is originally from the West Chester area and currently resides in Philadelphia with her husband and two cats. Wilgro Services joined IFMA in November 2023 as Gold Sponsor.
How do you interact with Facility Managers?
I interact with Facility Managers daily. My focus is connecting with new Facility Managers while also maintaining strong relationships with Facility Managers who currently use our services. From the initial phone call or email exchange to the in-person site visit and through the signing of the contract, I am there to ensure the sales to service transition goes smoothly. Once a customer of Wilgro, the Facility Manager typically will contact me first for high level HVAC needs such as an additional location that needs service or equipment that needs to be replaced or installed.
Tell us about a favorite project related to working with a Facility Manager.
One of the things I really enjoy about connecting with Facility Managers from a wide range of industries, is the ability to learn more about their industry and having the opportunity to tour their facilities. It is fascinating to see the operations of so many different types of businesses. For example, I recently had the opportunity to tour a vinyl record pressing facility, where they use process cooling equipment for their manufacturing process.
What is your greatest success story related to working with Facility Managers?
My greatest success story was with a new customer we signed at Wilgro a few years back. He made it clear during the site visit that he had a jaded view of HVAC contractors in general. We built his trust during the initial meeting and subsequent service calls by being responsive and providing excellent, proactive communication. The Facility Manager later shared with the team that he loves Wilgro and we officially changed his view about HVAC contractors!
Tell us about a challenge or obstacle that you faced working with a Facilities Manager and how you overcame it.
The most challenging situation I have been faced with are site visits accompanied by a technician and the Facility Manager only made eye contact with the male technician while responding to questions that I was asking about the building’s HVAC systems. I overcame this obstacle by continuing to lead the conversation and not letting it distract my focus during the site visit. This is a challenge I face from time to time in this male-dominated industry.
What is something that most people do not know about you?
I was a Philadelphia Eagles cheerleader from 2000 to 2002! I am an active member of the Philadelphia Professional Football Cheerleader Alumni group.
What learning experience would you pass onto future FM’s?
I think it’s important for anyone looking to become a Facility Manager to invest time and energy into learning everything they can about how their building operates. Since there are so many facets to operating a building, it’s difficult to be an expert on every trade. Facility Managers should view their Service Providers as partners, not just vendors, who can provide them with expert industry knowledge to help them understand the financial and operational impacts of their decisions.
Sarah joined the team at Wilgro Services five years ago. While Sarah leads Wilgro’s marketing and business development efforts, she also maintains existing business relationships by providing the highest level of customer service. Prior to joining Wilgro, she spent 15 years in the property management industry, specifically in the Student Housing sector. Starting as an onsite leasing manager, she transitioned into a property management position, and then eventually into regional and national roles with a focus on sales, marketing, and resident relations. Sarah graduated from West Chester University with a BA in Communication Studies. She is originally from the West Chester area and currently resides in Philadelphia with her husband and two cats. Wilgro Services joined IFMA in November 2023 as Gold Sponsor.
How do you interact with Facility Managers?
I interact with Facility Managers daily. My focus is connecting with new Facility Managers while also maintaining strong relationships with Facility Managers who currently use our services. From the initial phone call or email exchange to the in-person site visit and through the signing of the contract, I am there to ensure the sales to service transition goes smoothly. Once a customer of Wilgro, the Facility Manager typically will contact me first for high level HVAC needs such as an additional location that needs service or equipment that needs to be replaced or installed.
Tell us about a favorite project related to working with a Facility Manager.
One of the things I really enjoy about connecting with Facility Managers from a wide range of industries, is the ability to learn more about their industry and having the opportunity to tour their facilities. It is fascinating to see the operations of so many different types of businesses. For example, I recently had the opportunity to tour a vinyl record pressing facility, where they use process cooling equipment for their manufacturing process.
What is your greatest success story related to working with Facility Managers?
My greatest success story was with a new customer we signed at Wilgro a few years back. He made it clear during the site visit that he had a jaded view of HVAC contractors in general. We built his trust during the initial meeting and subsequent service calls by being responsive and providing excellent, proactive communication. The Facility Manager later shared with the team that he loves Wilgro and we officially changed his view about HVAC contractors!
Tell us about a challenge or obstacle that you faced working with a Facilities Manager and how you overcame it.
The most challenging situation I have been faced with are site visits accompanied by a technician and the Facility Manager only made eye contact with the male technician while responding to questions that I was asking about the building’s HVAC systems. I overcame this obstacle by continuing to lead the conversation and not letting it distract my focus during the site visit. This is a challenge I face from time to time in this male-dominated industry.
What is something that most people do not know about you?
I was a Philadelphia Eagles cheerleader from 2000 to 2002! I am an active member of the Philadelphia Professional Football Cheerleader Alumni group.
What learning experience would you pass onto future FM’s?
I think it’s important for anyone looking to become a Facility Manager to invest time and energy into learning everything they can about how their building operates. Since there are so many facets to operating a building, it’s difficult to be an expert on every trade. Facility Managers should view their Service Providers as partners, not just vendors, who can provide them with expert industry knowledge to help them understand the financial and operational impacts of their decisions.
IFMA Philly Newsletter Spring 2025 Upcoming Events, Past Event Highlights, New Members, and much, much more! Click on the image below to view newsletter.
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IFMA Philly Newsletter Fall 2024 Past Event Highlights, Upcoming Events, Learning Opportunities, FM Spotlight Highlights, and much, much more! Click on image to view newsletter!
