- July 22, 2026
With more than 12 years of experience in facilities management, including over four years at SBFM, Rachel Chittick leads our retail sector, working closely with clients to navigate the demands of an ever-changing industry.
We caught up with Rachel to hear her perspective on the biggest challenges facing retail FM today, what clients value most, and how SBFM is helping retailers navigate an increasingly demanding sector.
The Biggest Challenges Facing Retail Environments Today
Retailers are navigating multiple pressures at once. Rachel believes one of the biggest challenges is balancing rising operational costs with the need to maintain consistent standards across multiple sites.
“Retail FM today is about much more than maintenance – it’s about creating environments that consistently support both people and performance, even under increasing pressure.” – Rachel Chittick
She also points to growing expectations around sustainability, compliance and creating environments that enhance the customer experience while remaining cost-efficient.
Meeting these demands requires more than reactive support; it calls for a proactive, strategic approach to FM.
What "Good" Facilities Management Looks Like
Great facilities management is about delivering a seamless, consistent service that customers don’t notice day to day – but would immediately miss if it wasn’t there.
“The best FM is the kind you don’t notice day-to-day but would immediately miss if it wasn’t there.” – Rachel Chittick
That means creating clean, safe and well-maintained environments that support both staff productivity and customer satisfaction, backed by proactive management and clear communication.
How SBFM Takes a Different Approach
At SBFM, retail FM is built around people first.
Rachel explains that, rather than applying a one-size-fits-all approach, solutions are tailored to each client’s operational needs, combining strong frontline engagement with the smart use of technology and data.
This allows flexibility across different retail environments while maintaining consistent standards.
What Clients Value Most
According to Rachel, clients value reliability, transparency and strong working relationships.
Consistent delivery, open communication and a genuine understanding of each client’s operational pressures are what help build partnerships that continue to evolve over time.
Why Choose SBFM?
When asked what sets SBFM apart, Rachel points to the balance between high-quality service, innovation and a people-led culture.
The focus goes beyond delivering against contract requirements by adding value through improved standards, greater efficiency and a better overall experience. By keeping clients closely involved and fostering collaboration, SBFM builds partnerships that continue to adapt alongside changing operational needs.
Want to find out how SBFM could support your retail business? Get in touch with us today ➡️ https://sb-fm.co.uk/contact-us/