Don’t fight …Empty handed
As the article to the right implies, service reports can be a powerful insurance policy when a leadership change occurs in that account you’ve had for several years. Take a large hotel or resort where we expect to see changes in Food and Beverage Managers on a regular basis. With that new F&B Manager’s arrival comes the inevitable risk of him bringing along all his favorite vendors – of which you are decidedly not one.
Now it’s always a possibility that no matter what the situation, how wonderfully you’ve preformed, or how valiantly you defend your position, you might still find your equipment in a box. But usually, what that new manager wants to know is what you’ve done to deserve keeping the business. And while you might hope for strong support from the old staff, remember they’re probably in a touchy spot since they too might fear for their position. So, defending you against a new boss who might prefer his soaper, is a lot to hope for.
That’s where that stack of service reports comes in. With them you’re in a position to (summarize) what you’ve been up to … the important repairs made, the weekend emergency calls, the ongoing attention you’re given to both large and little details – as well as the in-service training sessions you’re conducted.
That stack of documentation – beyond the great results and the solid use costs you’re currently delivering may be the only tools you have to fight that battle.
Next up: Writing and delivering that report.
Tune ups and…Telling it true
With electronic ignition, computer-controlled fuel systems, and much improved overall quality, getting a tune up on the family bus is almost a thing of the past. These days we occasionally change the oil, fill the tank when it nears empty and drive it a hundred thousand miles with nary a wrench ever touching it.
It’s too bad that lump of stainless steel sitting in the corner of the dish room isn’t the same story. Regrettably however in some cases you’d this it was. Those of course, are the machines that are leaking, squeaking and generally hobbling by on one leg.
So, what about all your customer’s machines? Sure, you titrate them and make certain most of their systems are functioning, but do they need/deserve more? Are one of more of the tank heater elements on their last leg? What about that sticky door switch? How about that dripping fill valve? Those and many more are maintenance items that deserve our attention.
Maybe we need to do a bit more on that next service call – like make a list of the items that need attention on our service report and bring it to management’s attention. Assuming they agree to address them, you might make an extra buck or two – and even if they don’t you’ve documented the problems so that when a competitor points them out, you’re covered.