During NFMT Baltimore’s General Session, Andy Gager of AMG International Consulting delivered a powerful, fast-moving talk about one of the most critical topics in facility management today: building a workforce that is motivated, resilient, and capable of achieving operational excellence.

In this video, Gager tackles the realities of managing today’s diverse workforce. He has a straightforward model for categorizing employees — 20 percent high performers, 40 percent reliable contributors, 30 percent developing talent, and 10 percent disengaged workers — and emphasizes that success depends on how leaders invest their time and energy across these groups. While many managers are tempted to spend disproportionate effort on "saving" their bottom 10 percent, Gager makes the case for focusing on supporting and developing the 30 percent who have high potential but need leadership, encouragement, and opportunity.

According to Gager, trust is the No. 1 motivator for employees, far surpassing money, which is merely a short-term stimulator. To create trust, effective leadership has to start with building genuine relationships, showing appreciation, and understanding individual motivations. Leaders must move beyond generic team strategies to personalize engagement efforts, making each employee feel seen and valued.

Gager also outlines how culture directly impacts facility operations. Using his personal anecdotes — from chaotic plant turnarounds to management missteps — he shows that a toxic culture can quickly erode organizational effectiveness, while a culture grounded in respect, trust, and accountability accelerates performance and resilience. Leadership must be visible, approachable, and consistently reinforce a positive workplace environment through actions, not just words.

The big takeaway?

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