FMJ Facilities Management magazine providing industry-specific intelligence to FM and property professionals
SERVICE SPECIALISTS
Interestingly, the i-FM FM Audit Report(2) detected a growing preference for single service deals, with nearly half of respondents predicting a return to using individual service specialists. So what are the advantages to the client?
Anthony Bennett, Owner Director, Bennett Hay (provider of bespoke hospitality services), explains: “While many workplace services have been implemented as a TFM provision, the catering and reception service industries have continued to maintain their specialisms. We operate several contracts with a mix of hospitality and guest services, including reception, hosting and catering, delivering a blended service aimed at a modern workplace experience.
“When you’ve been on the receiving end of great service you remember it, but as professionals in the industry, we understand how much it can influence your opinion of an establishment. However, defining the special something that makes service provision great is considerably more difficult than it looks. We’ve nurtured our role as a specialist service provider – it has allowed us to focus our skills, expertise and innovation on delivering a bespoke service to our clients’ brand and culture.
“Service is not just something that happens, but is formed from meticulous research, practice, training and years of experience. It’s often the little things that make the most impact, so we never overlook the details and strive to make our guests’ lives as easy as possible – we offer full flexibility in our contracts, allowing clients to choose the right financial model matched directly with the bespoke service provision they desire.
“Once you’ve built a strong understanding of your client, you can anticipate their needs – knowing how they like to operate and what level of service provision they require means you can foresee their needs ahead of time and act on them efficiently. It not only makes the life of your client much easier, but also shows that you are continually representing their priorities. TFM models tend to focus on delivering commercial objectives; providing specialised services means that the interests of the client organisation are retained, with the focus being more about the brand experience.
“A rounded service provision allows you to look at the subtle details – it may, for example, be the case that your client famously champions the best of British and has a reputation for advocating locally sourced products. Drawing interesting details from these creates a richer back story and authenticity for clients. The role of a specialised service provider allows complete commitment to help bring a client’s brand to life – it allows for investment in areas that are likely to make a considerable impact on the client and, in turn, on service for their customers, both internal and external.
“We have also found it is key to offer transformation training for combined service teams – we’ve done this successfully for many clients who manage a wide service mix. While this training approach is still unique within our industry, we’ve fine-tuned it and delivered it successfully across a number of locations, helping clients to transform their existing service into something that mirrors who they are as a brand.
“In my view, an experienced client team is better placed to manage a mix of single service lines than the TFM model – having a great offering and the right facilities will only go so far, because after all, service is a people-centric industry. This means having more than just a good product – you need to be able to focus on the finishing touches that add up to a truly unique and exceptional experience.”
