Meeting the Needs of Today’s Facility Service Providers
by Dave Frank

Facility service providers (FSPs), especially at larger facilities such as schools and universities or multi-tenant, multi-location office buildings, often have sophisticated requirements of their distributors.

For instance, many are looking for distributors that offer online ordering along with online payment options. They want useful content available electronically that not only describes a product but also provides information on how it is to be used, how it may compare to other products, and what safety issues are related to its use, as well as current material safety data sheets (MSDS).

To accommodate these clients, many distributors have developed customized online catalogs, listing all of the products currently used, available, or approved for use by the customer along with information about the products. The FSP has immediate access to this list of products, ordering information, and consistent pricing.

And some FSPs may want the distributor to have the technological wherewithal to stay in touch with them through scheduled communications. They may want personalized e-mail newsletters that include custom-tailored information about products the FSP has purchased along with dates purchased, announcements on training and events, and success stories of other FSPs in similar facilities or situations.

In this more technologically sophisticated atmosphere, electronic communication supplements calls and meetings with a distributor, helping to build goodwill and strengthening the relationship.

FSPs Must Determine Their Own Needs First

Although today’s FSPs have access to many different options when making purchases, instead of asking distributors to send them proposals discussing their goods and services, the process should be reversed; the FSPs should first determine their own goals and needs in the relationship and then seek distributors that can meet these requirements.

This appears to be the direction successful FSP/distributor relationships are headed. And, although the number of distributors in the jansan industry has dropped significantly in the past 15 years, their role in the day-to-day operations of many facilities is increasing, thanks in large part to electronic communication and to FSPs that are clear about their own needs and cleaning and maintenance goals.

Sidebar: Thoughts on Distributors and FSPs

• FSPs should look for distributors that offer solutions to their problems.
  
• Distributors can have a major impact on an FSP’s productivity and service quality through training.
  
• The best way for an FSP to get additional services from a distributor is to ask for them. Even at an additional cost, it can be worth it.

• Sometimes a distributor can offer only some of the services an FSP requires. In that case, it may be worthwhile for the FSP to work with a trusted distributor to see if the distributor can expand its role as the relationship grows.

• All distributors decide whether they want to remain on the sidelines or play in the game. Distributors that decide not to play will eventually find the game has passed them by.