Earning Trust: Retail Client, Florida

The Results

The results of the program were almost immediately apparent. After brief training sessions with store managers, work orders were placed and completed with ease. Individual facility managers could track projects by checking their portion of the DWM online tracking site. They could also receive consolidated invoices with digital backup documentation. This system not only streamlined the process, but it supported our client's mission for green initiatives.

In addition to the online initiative, DWM management toured stores with corporate personnel. These shared visits helped both parties develop a maintenance program that complemented brand requirements. These visits also helped our client gain more trust in us.

The relationship quickly proved successful and, before the initial contract term had even expired, the retailer decided DWM was a perfect match for their needs. We currently enjoy a long-term contract with our client and are seen as an extension of their team. Together, we have handled a variety of projects of greater size and scope—always on time and on budget—and continue to meet and exceed our client's expectations.

The Challenge

DWM's retail client had long been a successful mail-order business known for their high level of quality and service. Over the last 10 years the retailer has focused on store growth, opening Outlet Stores and Retail Stores around the nation. Having kept facility management in-house early on, then outsourcing to a national provider, the retailer continued to search for the right service level.

During our initial meeting, we presented our approach to business and explained how we could seamlessly integrate between stores and corporate. We also went over industry best practices and what they should expect from any facility maintenance company, regardless if they chose us or not. The well-known retailer felt confident enough to sign a short-term contract with us in order to test performance.

The Solution

The first thing we did was to develop a unique branded section to the DWM online tracking site. On this site, a store could make a request using an easy questionnaire that ensured a standardization of scope. Scheduled maintenance visits could also be set up, ensuring no dates would be missed and equipment would continue to run as anticipated—without prompting from corporate or at the store level.

In addition, we worked with the client's preferred vendors to integrate them into our database system. We contacted the vendors to explain the situation and consolidate their tax and insurance information, assuring them they would continue to receive the work.