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In recent years, many large chains have downsized their in-house maintenance departments, shifting most of the maintenance burden to outside service firms. The end result is that contractor support has become increasingly critical to successful facilities management.
"The quality of your maintenance program is as good as the vendors that you have out there," says Robert Blake-Ward, maintenance manager, Northeast division, The Home Depot, South Plainfield, NJ.
What do chains look for in selecting a service contractor? Maintenance managers attending Chain's Store Age's facilities management roundtable say that while price is very important, it is not always the deciding factor.
"Of course, I like to get a good price, but that doesn't mean I will always go with the cheapest contractor," says Marcy Stein, manager of store maintenance, J. Crew, New York City. "I want the best service, with the quickest response time and the highest quality technicians. Ultimately, I'm looking to find the best vendors out there-vendors that can actually help make my job easier."
A knowledge of the retail environment is also helpful.
"I want people that understand our business-it makes everything run smoother," Stein adds.
"Specialty apparel stores have very definite requirements," adds Carolyn Zelesnick, manager, retail store facilities and systems, Liz Claiborne Inc., North Bergen, NJ. "For instance, very little work can be done during the day when the store is open-almost everything must be done at night after hours."
One of the first things Stein asks a prospective vendor is whether the person has ever been in a J. Crew store.
"If you're looking for our business but have never even visited our stores, I am not interested in your company," she explains. "Visit the stores so you know what type of lighting we use, what type of flooring we specify etc., before you come in to give me a sales pitch."
Stein also relies on word of mouth in evaluating vendors.
"Partially, it's a matter of networking with other people and finding out who uses who," she says.
Other chains agree that networking is an invaluable tool in selecting a vendor.
"You can find out a lot through peer networking," says The Home Depot's BlakeWard. "I prefer someone who is in the retail business and will give me...