From: Mark Hobart, Managing director, Clearview
Sir – Can your readers, hand on heart, say their current suppliers deliver innovation, excellent service, business outcomes from proven solutions and, of course, value for money? Reading last month’s letters, I got the impression that many people in the housing sector are frustrated with suppliers in one or more of these areas. So why do people put up with it?
Innovation is born when one understands the problem and can identify and implement a solution to it. Excellent service is derived from truly understanding what customers want, when they want it and doing something about it when it’s not right. Business outcomes from proven solutions occur when suppliers and customers work together to see through an idea and ensure the business outcomes actually happen. Value for money is obtained when you measure what you set out to achieve and find that you gained the benefit (or hopefully more) that you expected.
They all involve listening and building strong and meaningful relationships to deliver successful outcomes. Ask your supplier to show you how they innovate and what they have innovated, how they deliver excellent customer service and prove business outcomes. Finally, how they deliver value for money to their customers. Also ask how they will build these valuable and ever more important relationships with you? Do you believe what they are telling you?
If you don’t, why put up with it? It’s New Year, time for a resolution, be brave and do something about the mediocrity or worse in your supply chain. I’m writing this in December 2012 and I feel good about it already.
On the flip side, when you do find a good supplier, work with them, see what they do in the round; you might be surprised about how far the relationship can go, the breadth of what they deliver and the beneficial outcomes you could be enjoying.
One letter last month speculated whether KISS would be the next big thing in IT. I tend to agree in part, but I would extend it further to say: listen, KISS, work together and measure what arises! Let’s have a great year together.
