7 minute read
Back to Basics
By Vicki MacHale, CAMEx, CCAM BACK TO BASICS
Ioften hear stories from managers and service providers alike that are unflattering and sometimes downright hostile. Overall, as I look at this industry over the past 20+ years, things were always challenging, but they also were less volatile when I first started in this business. There are many reasons for this, but in this article I am going to focus on one area where improvement is easy, and the results will certainly be fruitful in not only lessening stress, but in building solid relationships and industry reputation.
Nobody can impact your reputation more than your service providers. They are out in the trenches every day and are working with many other managers, board members and even company executives. And they talk to these managers, board members and other vendors. Do they sometimes make mistakes? You bet. Do you sometimes make mistakes? Of course you do!
Realizing that nobody is perfect is the first step in recognizing that you and your service providers are a team and at some point, something will go wrong. It is also important to remember that if you have a respectful relationship, you and the service provider can turn almost any issue into a win-win situation, rather than a finger-pointing extravaganza. Finger pointing only works for so long, and if you have a track record for throwing service providers under the bus, it won’t be long until your reputation within industry and even your communities is negatively impacted.
I can tell you that over the years I have had many instances where my relationships with service providers were crucial in my getting a job completed well and on-time…even Continued on page 34
Back to Basics control.) Take the time to document the skills are necessary in educating the party Continued from page 33 conversation in an e-mail to them after you and objectively reviewing the work of the when I forgot to tell them about the task are done talking. If mistakes continue to service provider. Automatically siding until the day it was due. There have also happen or deadlines are not met, then it with the grinder, while initially the easiest been times where I have “taken one for the may be time to ask for a sit down with the course of action, will backfire every time. If team,” when a service provider you are uncomfortable dropped the ball. Regardless of in dealing with this type our bringing multiple service it just makes sense to build strong of confrontation, reach providers to our clients, relationships and alliances with out to your supervisor, when the decision is made to people who are on your side, as their or perhaps ask a more contract, the performance of success is your success. reasonable board/ that service provider is a direct committee member to reflection on the management. start attending walkFair? Unfair? It doesn’t matter. throughs in order to It is a fact of being in this business as all provider and their supervisor. Be respectful assist you in setting fair expectations. service providers are viewed as an extension and let them know that you are going to Perhaps you didn’t realize it, but many of management. reach out to their supervisor. company executives, supervisors and HR
Sitting down with your service provider Having a realistic expectation is staff don’t actually call your references or and discussing expectations and best also key in maintaining service provider solely rely on them for insight into your communication practices is key. When relationships. We’ve all had “that” board or amazingness. We actually talk to service something doesn’t go exactly right, it is committee member who believes a contract providers who have worked with you in important to talk to the service provider is akin to indentured servitude and will the past. And TRUST ME, they will talk! and let them know where things went nit-pic and insult the service provider in Service providers are often the deciding wrong to ensure it does not happen again. hopes of making themselves look better factor in the hiring or passing on an (Hint, sometimes it is not their fault or or in getting free service. This is the type applicant. is due to a circumstance beyond their of situation where good management Sometimes a parting of the ways is
necessary when a service provider does not hold up their end of the contract. When this happens, if you have done your job and effectively communicated with all parties in trying to get their performance on track, then there should be no surprises. I have found that the termination of a contract is the exception, rather than the norm, when good communication and a willingness to help each other succeed is employed.
In an industry that is often filled with negativity, it just makes sense to build strong relationships and alliances with the people who are on your side; as their success is your success and ultimately that of your clients.
Vicki MacHale, CAMEx, CCAM is the Executive Director / Principal of A.R.K. Management in San Diego.
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