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Vendor Performance

Posted By Jeff Dover, CRFP, RFMA, Wednesday, August 20, 2014
Hello RFMA members,
How well are your contractors performing? Sometimes this is a difficult question to answer. Normally you are not on site to communicate with the service tech(s) and review their work. In most cases "no news is good news". It seems we only react when sub-par performance is perceived. Usually it's a call or email from the store manager or Area Director explaining their dissatisfaction in a recent service call. We all know there are two (2) sides to every story but good contractors want feedback on their performance. Now, after the busy summer season, is a good time to put together a short performance survey for your major service providers and send it to store managers to complete. It should be no more than 5-7 questions with a space for general comments. Questions can be rated on a 1-5 point scale and should include basic information such as:
- The overall appearance and attitude of the technician
- The timeliness of the call
- Clear communication on problem(s) with store operations
- Quality of repair, clean-up, callbacks
- Accuracy of service reports/invoices
Assuming the technician is well trained and technically sound, I believe one of the most important traits they can have is their ability to communicate with managers. They can be instrumental in training store personnel on basic equipment care and troubleshooting which prevents repair calls.
Finally, the survey results need to be shared with the vendor. Both the good and bad should be discussed and action plans put in place. Continued feedback between you, operations, and the vendor keeps everyone informed and usually makes easier for all parties to work together. Appreciate any comments.

Dover and out!

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Comments on this post...

Joe Fairley, National Pavement says...
Posted Tuesday, August 26, 2014
Good points Jeff. We are right there in agreement. We actually perform a two-part business review at specific frequencies around our clients' fiscal calendar. Part one is extremely "big-data" oriented with metrics unique to the service program provided. Second is the more "perception" related in which we share both summary and detail on our scoring of each work request. These reviews provide excellent foundations for the cooperative development of new ideas. One critical item however in being as transparent as this...we need to be meeting expectations and welcoming of criticism.
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Nic McLaughlin, Jason's Deli says...
Posted Wednesday, September 24, 2014
Nice post Jeff. In addition to score carding our vendors we also ask our vendors to score card us. We do this through an annual survey that is sent to our key facility vendors. This process has provided some great feedback and has helped us to be better partners with our vendors. As in all relationships it is all about communication.
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Allison Bishop, DWM Facilities Maintenance says...
Posted Tuesday, October 21, 2014
Great points Jeff! Nic, scorecarding vendors is a great way to provide vendors with feedback that will enable them to better meet your needs. Like you stated, the transparency and feedback helps your organization create better, long-term partnerships.
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