Creative space

Saving money and preserving service is the challenge for support services providers, explains John Entwistle

When times are tough it is important to make sure every asset you have is working effectively. Right now, every owner, occupier, tenant and landlord is working hard to make certain they are securing maximum return from their respective building or a facility.  

A tenants concern is that their building is run optimally, owners, in turn, are focused on keeping occupancy rates maximised. It is therefore a double-edged challenge for support services providers to provide the added value to keep tenants straying and save money whilst preserving service quality for building owners and occupiers.

Beyond the basics of good service delivery, added value comes through innovation and responsiveness. Support service providers that are taking the lead are introducing new ways of working with their clients. For example, tenant retention programmes that build relationships and personalise needs before the tenant occupies allows the delivery of space on time and ensures the build is individualised for business requirements. Others take the lead by providing operational support services beyond the usual scope such as in-house courier service, transport service or concierge services that offer a range of duties beyond mini valets, theatre bookings etc.

However, in today’s cost-driven economy do these added value services really get to the heart of the matter: running a property efficiently? Right now, the majority of organisations are looking at how their property is utilised to save costs. The challenge now is for support service providers to think outside of the box and reinvent the way a building is used. Often that means moving away from the traditional set up of a building and re-thinking the workspace, particularly the acknowledged one desk per person, task oriented set up of most offices. Advances in mobile technology just in the past two or three years have also meant that occupancy rates have altered dramatically. It is clear that the trends and ideas behind work space are now being taken up with more enthusiasm by owner occupiers and they are seeking advice and support from their support services providers to deliver the best solution.

Cutting the cost of the services a business needs to operate is just one benefit of using a good support services provider. But at its best it can transform the way a business works.  And in today’s economy cost is an increasing area of pressure in a competitive and regulated environment. Support services must take into account every factor that affects the efficiency and cost of the way a business operates – from the use of space right down to the way it procures services. Their challenge is to reduce costs without compromising quality of service – the bottom line in facilities management! 

It is no longer sufficient for support service providers to do good work and hit all those measurable KPIs. It is also necessary to do a good job – not what you do but how you do it. Support service providers must look internally to get this right. They must recognise that the key to exemplary service lies with their people having the right values, right attitudes and right behaviours – paradoxically even more important when cash is tight and the financial screw is turning. Having a strong people-culture that focuses on the selection, development and training of staff ensures consistent levels of service excellence. Additionally, the self-delivery of services ensures continuity and cost-reduction through a hands-on control of overhead and the ability to offer a full service range allows cost-effective access to a wide range of professional disciplines. A visionary provider empowers its people and recognises its managements’ role to make use of the right support. 

The answer then is not about a challenge, but a real opportunity for support service providers to provide their clients with cost-effective, quality service delivery. Those that do it best are obsessive about service delivery, offering creative, added- value solutions through a people-focused culture.

To find out more about Europa Support Services contact John Entwistle, Group Development Director on Tel: 0161 886 5840 or email: communications@europa-services.co.uk