Step 1: Instil trust

The strongest relationships are built on trust and mutual respect. If you can’t be trusted by your client to get on with your job, then you have a problem. As the trend toward emerging mechanisms such as outcome-based results prevails over meeting strict KPIs, there is a swing to how much value a partnership can bring. This isn’t always going to be the cheapest option but as an FM provider you must be trusted to deliver on what has been agreed, while doing what is right for the client and bringing value to the end-user.

Step 2: Challenge problems

No relationship comes without its challenges. In business though, unfortunately, this is often seen as something of a taboo subject. If things aren’t going well between you and your client, it needs to be challenged. If there is a problem, it needs to be discussed. As highlighted at The Show, too often, people are scared of governance and don’t have the necessary protocols in place to professionally tackle issues head-on. Chances are, highlighting and working through any issues, will create a better relationship in the long-term.

Step 3: Add value

Added-value and innovation is something we spoke about in our last blog but it’s an important factor in any modern day FM-client relationship. There is a real expectation on FM providers to help their clients discover new ways of doing things and to bring a certain level of innovation to the table. However, be clear what you mean by ‘innovation’, what benefit(s) it will bring and build a solid business case. It’s argued there is room for improvement within the sector, especially when it comes to tracking what benefits ‘innovation’ brings.

Step 4: Align cultures

When two companies decide to work together, there has to be some degree of aligning organisational cultures and values. If these are not in line with how your client operates or one or both parties is not respectful of them, then maybe the partnership isn’t meant to be. FM providers must be mindful when any work is carried out, not only are they representing their employer but the organisation they are working for too.

Step 5: Provide clarity

For any FM-client relationship to be successful, it must be clear what is expected of the provider. That way, when it comes to delivery, everyone knows what work is to be carried out. Communication is key here and the emphasis is on the client to ensure they clearly communicate their goals, visions and objectives, while focussing on what problem needs to be fixed. Failure to do this will see the relationship fail unless you ask for clarification to fully understand what is being asked of you as a FM provider.

Step 6: Listen carefully

It’s important that as a FM provider, you listen to your client. Listen to their challenges, their vision, their plan. That’s not to say what they’re proposing is always going to be right but without being armed with the facts, you are unable to make sensible and informed suggestions and decisions. One panel member at Facilities Show 2019 shared a relevant takeaway from the IWFM Conference 2019 - we need to ask fewer questions, don’t interrupt, move forward, look the client in the eye and listen.

Step 7: Join forces

Like innovation, collaboration is now a popular term in FM. All the steps listed come down to not just building a professional and successful working relationship to benefit the client and end-user. The relationship must encourage collaboration to form the strongest partnership possible. Of course, even the best relationships break down but how you get back together determines the strength of the collaboration. The ISO standards for FM include all the steps needed for a fruitful collaboration.

Head over to our blog to read the latest posts in our Facilities Show 2019 series. Next up, encouraging a new generation of FM professionals…

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