LEISURE & RETAIL FACILITIES
ADAPT AND THRIVE Chris Green, CEO of Arcus, explains why adaptability has been key when
it comes to planning and implementing effective FM services that deliver on the individual requirements of both Sainsbury’s and Home Retail Group (HRG).
Across the entire retail landscape at present, customer experience continues to be an increasing focus. In today’s market, where price is no longer the deciding factor for consumers, many retailers are now heavily investing in ways that they can create a positive customer experience as a point of differentiation from competitors. Facilities management is playing an increasingly pivotal role in this, ensuring retailers are in a position to deliver a great customer experience each and every time.
The individual requirements of a supermarket and high- street store, which on the surface seem miles apart, actually have a lot more in common than you might think. The key to delivering successful services and solutions ultimately comes down to flexibility. Our work with Sainsbury’s and HRG is a prime example of how systems can be created, adapted and scaled to meet and exceed specific customer needs.
Customers visiting a supermarket hold different expectations when it comes to excellent customer service.
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For example, in this environment, consumers often focus on freshness of produce, which sees supermarkets adapt their services, often operating a bakery throughout the day to ensure customers are able to continually purchase fresh bread, as and when they need it. Business priorities such as this, therefore also dictate the key areas of focus for FMs within a supermarket environment.
For Sainsbury’s and other food retailers, fast response times are key. An electrical outage, even for a short period of time, can result in huge implications, and that’s before you consider the impact of external factors such as the effects of warmer weather conditions, which are often linked to increased refrigeration issues.
For HRG specific sites, both in-store concessions and high-street outlets, where the building fabric is often a simpler environment to manage from an FM perspective, we have been able to take a number of the successful services and systems we developed specifically for Sainsbury’s, adapting them across Argos.
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