Two in five facilities managers are not happy with the firms supplying them with services, a new study reveals.
According to Business Services Growth’s (BSG) FM Buyer Behaviour poll, 40% of FM professionals say getting the quality of services they need is a difficult, lengthy and frustrating process and many are looking to do businesses elsewhere when their existing contracts come to an end.
The survey also found that nearly three quarters (70%) of facilities managers don’t like cold calls and other tactics suppliers are using to drum up business. One in three say suppliers don’t reveal enough important information about themselves on their websites or when they contact their customers.
BSG says suppliers are not focused enough on what the customer wants and as a result they are losing business. Contracts are being lost because customers are not satisfied and are not getting value for their money, the consultancy found.
First-hand experiences and recommendations from others are important to facilities managers so suppliers that form good relationships with their customers are more likely to keep them and add to their client list, BSG managing director Andrew Shaw said.
Copyright Press Association 2014