At the onset of most energy projects, we often run around between mechanical rooms seeking to find solutions to optimize equipment in order to meet our client’s energy and sustainability goals. Often in the process, we neglect the most important factor that impacts the building’s operations – the people. While system deficiencies, equipment age and controls, and other issues play their part, meeting the often-varying day-to-day needs of occupants can be the most challenging aspect of building operations, and may ultimately be the root cause for why systems perform as they do. To understand how to save energy and improve building operations, we must first know how, why and who it is being used. By using project examples, this presentation will discuss the human behavior that drives both HVAC operation and the operators crazy! With this understanding we will share how to engage the facilities team to find the true cause behind their system’s operations and work with them to identify and address the challenges they face. Sharing critical thinking strategies and providing training around best practices will foster a culture of collaboration and continual improvement. Finally, this presentation will show that the best process is one that seeks to understand people first before delving into routine system improvements.