From the Ditches to Biotech: Derek Bettencourt on Operational Excellence & Ownership

Derek Bettencourt, a seasoned facilities and property management professional with over 15 years of experience spanning biotech, life sciences, and commercial properties, shares his unique career path, which literally started at age 12, working in the ditches of his father’s irrigation company, to his most recent role as a Facility Manager at a multi-billion dollar life science company. He emphasizes that wearing every single hat in the industry, from technician to lead engineer, has been his greatest strength, allowing him to bridge the "misunderstanding" between vendors, customers, and internal teams through appreciation and empathy.

Derek illustrates the power of this hands-on experience with two phenomenal stories. The first involves a simple sprinkler repair at a historic, multi-faceted Cambridge building that turned into a 45-minute sprint to shut off 150 PSI of cross-fed live street pressure, resulting in a basement swimming pool and a 50-hour cleanup. This catastrophe became the catalyst for him to take full ownership and map out the entire complex system, ultimately leading to permanent solutions. He also discusses his love for tackling challenges, preferring old, complex buildings over new ones, and shares a heartwarming personal story about how fixing a phone stuck in a treadmill led him to meet his wife. Finally, he offers powerful, two-part advice for both new and established professionals, highlighting the importance of mentorship and learning to "love to lose" in the grind of daily facility management.

Takeaways:
→ Embrace Every Role for Perspective: Derek’s success stems from working as a grunt, technician, and engineer. To build genuine empathy and effective vendor partnerships, facility leaders should actively seek to understand the day-to-day realities of every person involved in the operation.
→ Plant the Flag of Ownership: When a major issue (like the basement flood) occurs, stop all secondary tasks and dedicate resources to solving the core problem permanently. Assign one person to own the system (mapping, documentation, and standardization) to eliminate "band-aid" fixes and prevent recurrence.
→ Manage Expectations with Black-and-White Explanations: When a customer or tenant assumes a repair will be "quick and easy," use clear, black-and-white explanations (like the snow plow example) to show exactly what went wrong and what the real scope of work is. This transparency builds trust and grants the necessary grace for successful completion.
→ Mentor the Next Generation: For seasoned professionals, Derek advises remembering what it was like to be new. Invest time and trust in cross-training younger team members. Teaching them to grow and get better is not only rewarding but creates reliable teammates, allowing you to take time off without worrying.
→ Mainstream Preventable Maintenance: Look for annual or recurring "dreaded" tasks (sprinkler tests, filter changes, shutdowns) and optimize their process. By implementing permanent solutions and streamlining the workflow, you reduce headaches and earn recognition as the leader who made the process painless.

Quote of the Show:
"It's all about the grind. You gotta wake up the next day. You gotta keep grinding... It's not about how many times you get knocked down. It's how many times you get backed up."

Links:
→ LinkedIn:   / derek-bettencourt-27597a59  
→ Instagram: https://www.instagram.com/brickwallbe...