When 70,000 People Show Up, Everything Has to Work - Episode #132

Facilities work often goes unnoticed when everything is running smoothly. In this episode of Facility Rockstars, host Jay Culbert sits down with Andrew MacFadyen, Regional Vice President of Engineering at UG2, to discuss the lessons he’s learned over more than two decades in facilities, including his experience at some of New England’s most recognizable sports and entertainment venues.

Andrew shares stories from major projects at Gillette Stadium and TD Garden, along with his approach to leadership built on honesty, empathy, and communication. He also discusses how AI is helping him work more efficiently, why human judgment still matters, and the importance of hands-on experience and strong relationships in facilities.

Takeaways:

• Facilities success often happens behind the scenes. Andrew compares facilities professionals to offensive linemen and a duck swimming across the water: everything may look effortless from the outside, while an incredible amount of work is happening underneath.
• Trust starts with how you treat people. Andrew’s biggest leadership lesson is simple: treat others the way you want to be treated. Honesty, empathy, and transparency can create a strong foundation for relationships with employees and customers.
• Emotional intelligence changes how you communicate. Transparency does not mean communicating with everyone in exactly the same way. Strong leaders learn to read the room and understand what to say, when to say it, and who needs to hear it.
• Preparation needs contingency plans. During a major TD Garden renovation, Andrew’s team balanced construction with an active event schedule. Success required constant communication between stakeholders and backup plans for when materials, schedules, or other variables changed.
• Facilities can shape the customer experience. Facility teams cannot control what happens on the field, court, or ice, but they can control the environment around it. Cleanliness, comfort, security, food service, and reliable building operations all contribute to the experience.
• AI works best as a tool, not a replacement for judgment. Andrew has found value in using AI for difficult communications, SOP development, reporting, data analysis, and troubleshooting, while still emphasizing the importance of human oversight.
• The trades need the next generation. With an aging workforce, Andrew sees significant opportunity for young professionals willing to learn technical skills, ask questions, and gain hands-on experience.
• Build your network before you need it. Looking back, Andrew wishes he had invested more time earlier in his career attending conferences, continuing his education, and developing industry relationships. In facilities, the person who can help solve your next challenge may only be a phone call away.

Quote of the Show

• “Stay true to who you are and continue to treat others the way you want to be treated.”

Links

• LinkedIn: https://www.linkedin.com/in/andrew-macfadyen-391b494/
• Email: andrew_macfayden@yahoo.com
• Website: https://ug2.com/

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