THE VALUE OF A TRUE PARTNERSHIP
Vicky Lopez, founder and director of De-ice, discusses the importance of developing real and sustained
collaboration between client and supplier
As a supplier of winter gritting
and risk management to a range
of organisations from facilities
providers to hospitals, schools and
private companies, we appreciate
we have to provide the best possible
service – all year round, not just in
the colder months.
We know first-hand that it can be
daunting to trust others with the
responsibility of managing your facility.
But we stress the need for our clients
to understand the winter maintenance
requirements of their business at all
times, whether that’s in the heart of
winter or the height of summer. It is vital
to take time to discuss the specific site
requirements, but also to assess whether
the company you are considering will be
a partner in supporting your business
during potentially difficult times and
this is where collaboration, honesty
and communication are key. Busy FMs,
already tasked with so many different
activities need reassurance that their
partner can fully manage and keep the
weather at bay. They need to ensure the
service provided is fit for purpose well
in advance and engage fully in order to
guarantee the best possible results when
it really matters.
6 FACILITIES SHOW DAILY JUNE 2019
Suppliers must keep on their toes
Today’s client is savvy; they aren’t
prepared to accept a second-rate
service, no matter what the value of their
contract may be. And suppliers - across
all industries - must keep on their toes,
continually evolving to meet the everchanging
market needs and demands.
They should also live by the mantra that
‘one size DOES NOT fit all’ - curation is
key.
Creating successful client and supplier
relationships
De-ice firmly believe that a successful
client and supplier relationship should
be based upon a true partnership – built
up and maintained over a sustained
period of time. Trust should form the
foundations of this collaboration.
Clients should always look to work
with an experienced supplier, who
specialises in what they do – giving
their full focus and attention to the job
in hand.
When it comes to winter risk
management, clients should have
access to 24/7 support during the
winter months and a dedicated account
manager. Their role is to take a personal
interest in learning how each facility, or
business operates and to continually
review the service provided in order to
make improvements or adjustments.
You should find yourselves and your
structures evolving together.
Clients must ask their suppliers
questions such as :
ÍÍ Are we talking to true specialists?
ÍÍ Will we have a dedicated account
manager, who can be contacted
frequently and easily, 24/7?
ÍÍ Will the more bespoke elements of
our site or service requirement be
covered off?
ÍÍ Are those providing the service
fully-trained and qualified?
ÍÍ Does our supplier use the latest
technologies and practices to carry
out the service? Do they continually
innovate?
ÍÍ Will they also provide assurances
for the services they provide?
You pay for what you get
There is so much truth in this statement.
Time and again, we meet with new
clients who attempt to change their
winter maintenance supplier year after
year, seeking to undercut the previous
annual costs. This strategy will not work,
especially when it comes to ensuring
real consistency and quality in service.
True partners need time to develop and
grow. And those happy to charge out
at a ‘cheap’ rate are likely to provide a
similarly poor service. We’ve seen clients
whose fingers have been previously
burnt by opting for these low-value
contracts, where perhaps the latest
practices, technologies and assurances
were provided. In these situations
nobody wins, and the supplier’s
reputation is left completely tarnished. A
good quality service should have a real
value attached; at all times clients need
to feel reassured by the partnership they
have put in place, have a guiding hand
and a reassuring, but strategic, voice.
Communication is key
Two-way communication and a strong
relationship is vital. A good partnership
and clear, consistent engagement
underpin the most successful results.
In our industry proactive contracts
ensure the weather is monitored,
service is delivered, and evidence is
provided to show the site visits that
have taken place. We leave no stone
unturned, because we know this would
result in a failure to deliver the service
we have promised to provide, and –
most importantly – that wouldn’t be a
partnership. We value our reputation
and only strive to strengthen it.
Winter 2017-18
The Beast from the East will remain
etched on our minds for years to come
– an unprecedented snow event for
the UK. De-ice worked tirelessly during
that period to ensure our clients’ sites
remained open and operational, and we
kept a close dialogue at all times. The
successes we continued to demonstrate
across that heavy winter boiled down to
one thing only: the true partnerships we
have in place with our clients. Together
we planned in advance for the worst to
happen, and it did. Together we ensured
sites remained open, operational and
as safe as possible, and - together – we
reviewed the service when the storms
had passed – to ensure we could be even
better prepared for the following winter.
And we were.
FACILITIES SHOW DAILY FMJ.CO.UK