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WINTER MAINTENANCE WHEN THE COLD BITES


David Warner, Account Manager at De-ice, discusses the true value of partnership when the mercury drops.


The importance of staying open None of us will ever forget the chaos caused by the Beast from the East – from road closures to businesses shut down and peoples’ homes cut off for days on end. For hardworking FMs this event was a true test of their endurance and skillset. At De-ice HQ we worked tirelessly, supporting our FM clients to try and keep Britain moving. Working in partnership was what helped us to all get through and manage this busy period.


“A successful partnership means having conversations year-round, not just during the winter and the cold weather.”


Remaining open gives organisations a competitive edge; helping them to not only do business, but also ensuring they stand out from the rest – maintaining their reputation and credibility. These are the companies that have clearly gone the extra mile in order to try and provide the best levels of service to their own customers. When faced with the ‘easy’ option of stepping down and waiting for the


54 | TOMORROW’S FM


snow and ice to clear, instead they choose to tackle the conditions head on.


Those larger businesses (particularly in the retail and logistics sectors), that are either forced to shut down or choose to stop operating when faced with adversity are also the ones that – inevitably – make the headlines. Something no business ever wants to be tarnished by.


Working in partnership From the outset of a contract, to the day-to-day operations, it is vital for the winter maintenance service provider to maintain a regular and consistent dialogue with their clients. This open and honest discussion will help the provider to manage the contract effectively, as well as client expectations. It is this type of relationship that will nurture a pre-emptive, as opposed to reactive/ knee-jerk way of working.


Providers also need to be receptive to the feedback given at the end of the season; assessing their performance and evaluating where they can implement change for the year ahead. Not just for the retained clients, but also for new clients that come on board – making sure that everyone benefits from improvements to the service.


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