To say the award of the Bluewater contract to Incentive FM is a significant moment in the group’s history is an understatement. Many people will look at the size and scale of the contract, £12m+ per annum, as the thing that makes it significant but for me I look at the reasons why we were chosen by the Bluewater Land Securities team as being most significant.
The feedback we had regarding our bid was that on paper our offer looked very similar to what others promised. Unfortunately it is difficult to get across passion and drive in a written document. However once we were able to meet the client team and present our offer in person our people, their professionalism and most of all their passion shone through. The Bluewater team were looking for a service partner who mirrored their passion for delivering an exceptional guest experience and our physical presentation, which was themed around ‘Hearts and Minds’, struck the right chord.
Our business is based on winning over and keeping the hearts and minds of our staff to ensure they deliver an outstanding customer experience in whatever building they operate. We do this though our ‘freedom within a framework’ management ethos that ensures our staff are trained, developed and trusted to be the best in the business. In turn by doing this they win over the hearts and minds of our clients and we retain contracts for long periods not just one contract term.
Our contract starts from October 1st and myself and the senior IFM team have been holding many group TUPE consultation days and 1-2-1 consultation meetings on site to ensure the process of ‘onboarding’ the Bluewater team is done by the most senior people in our business. We see this as a key to winning the hearts and minds of the team and ensuring we all know the short and long term goals.
We have had many ‘game changers’ through our history. Our first operating contract Nottingham Building Society in 2002, our first acquisition QAS in 2009, the award of Covent Garden also in 2009 and most recently our first legal sector contract Addleshaw Goddard this year. All of these have been significant to our business and its growth and Bluewater is another, which is going to break many of our internal records:
Highest Value – £12m+ per annum
Most site based staff – 270+
Largest singleproperty – 1.7m sqft
Largest site – 240 acres
However we will do at Bluewater what we have done elsewhere for many years – We will work with the client team and the site team who join us in October to ensure that what we have promised all of them is delivered!