Customer turnover for facilities management companies is very high. It costs a lot to find new customers, so here are three things to think about when trying to keep and re-contract with the customers you already have.
Share the burden of serving the customer and maintaining standards. Your business will probably have exacting service and quality standards which will be a big factor as to why your customers chose you in the first place. The key to customer retention through maintaining those standards, is to find partners that share your quality and service goals and can be relied upon to deliver their part of the service.
Don’t see the elements of your service that you rely upon third parties for, as just supplier relationships. Demand more. Bind your partners into your service and make them just as responsive and responsible to your end clients as you are. There is a huge range of service levels available from suppliers to facilities management companies, so make sure that you chose one who controls their whole operation including sourcing and distribution and who is prepared to go the extra mile for your client. Ask them to demonstrate how they have done this in the past.
Data, dash-boarding and reporting
These days with digital systems prevailing and software arriving that can give real insights, all facilities management companies should be on top of data, dashboards and reporting.
If you are constantly showing to your client how your service is performing in line with their expectations, they will have an ongoing memory of good performance and achievement rather than having to recap when renewal time comes around. If you have to go through a procurement process anyway, the data you have collected will be unique to you and will be able to show how you have outperformed against aspiring competitors.
One of the biggest dangers in service contracts for facilities management companies is becoming complacent and stale. Whenever a new challenge arrives don’t try and avoid it seeing it as extra work, try and share it and come up with innovative solutions. Things will not be constant throughout a service contract so always have the flexibility to adapt to a changing need. Again, this is an area where your partners can help. Take a cleaning products supplier for example, new and innovative products are arriving all the time so make sure the information is being passed on to you and your clients. Hold product demonstrations sessions and gather feedback from your teams. With really difficult challenges you want a supplier who is capable of coming up with bespoke solutions, again demonstrating they can go the extra mile.
For facilities management companies, retaining hard won clients is more about what you do outside of the strict letter of the contract than the standard commitments. Make sure you share your customers challenges and innovate solutions in conjunction with your partners and all should be well for a smooth renewal.