Maybe this is a proposal that should be extended to the FM world. We have all witnessed at some stage in our careers ‘consultants’ running million-pound FM tender projects, yet unable to put together a sensible cost submission spreadsheet.
Reflections on the H&S Proposal: Balancing Professional Image with Practical Realities
Whilst my initial reaction to the original H&S proposal was moderately positive, a feeling deep down reminded me that good professional consultants build their image on solid referrals from existing clients and, as such, would probably see a new registration scheme as an unwanted additional cost in both time (administrative investment) and finance (no doubt this scheme won’t be free).
There is a comparison to be made with the concept of ‘continuous professional development’ in the form of CPD schemes run by most professional membership organisations. I could create a f/t administrative position simply to complete and update CPD logs with the various bodies our directors, consultants and trainers belong to (IoD, CMI, IOSH, BIFM, CIEH, etc….). The reality is that to obtain continuous positive referrals from clients, a real professional keeps his/her professional development up-to-date without having to log it anywhere.
I very much consider my track record with both existing and past clients as my ‘live’ evidence log of CPD and truly believe that potential new clients would prefer to talk to them rather than to check my (non-existent) CPD logs with the BIFM or the IoD.
My fear is that a similar principle may well apply to the proposed consultants register. Taking this thought further to organisational level, many of our larger FM providers operate to ISO and OHSAS standards without going through the process of accreditation and the accompanying paper mountain (or electronic data mountain in this sustainable new world of ours).
The Essence of Trust in Professional Relationships: Lessons from The Speed of Trust
Yet others possess every certification going and when you audit them on an operational site, hard evidence is sadly lacking. Thinking about these issues reminded me of a book I read this summer: The Speed of Trust by Stephen M.R. Covey Junior (his dad wrote the famous 7 Habits book). Covey Junior makes a strong and tangible case for treating trust as a real cost saver, rather than just a soft issue. He suggests an analogy with a tree, illustrating that trust can only be achieved if the four elements of integrity, intention, competence and results are present all at once.
The lacking of one element can be sufficient to destroy any existing trust. When I look back at some of the FM projects where our independent assistance was sought in improving relationships between clients and suppliers (or partners), this whole concept comes to life.
Trust is best described by the following five words:
- Passion: both parties need to be passionate about making it work
- Belief: both parties need to believe that it will work
- Honesty: both parties must forget the ‘porky pies’ approach to issues or problems
- Humility: both parties must be adult enough to admit mistakes and shortcomings
- Focus: both parties must be fully committed and focused on achieving the joint goal of success.
These automatically result in an intention of continuous improvement, relentlessly trying to better what has been achieved before.
After 25 years in business I realise that this is the only way to create a trustworthy reputation. But these intentions alone will not achieve trust, as they will need to be underpinned by levels of competence on both sides: an intelligent FM client as well as competent FM suppliers who subscribe to achieving an honest profit through spending a substantial percentage of it on developing their management and staff.
Training Disparities: A Tale of Two Companies and a Call for a ‘Professional Clients’ Register
Let me illustrate this with an example. In a recent discussion on quality and customer service, somebody sang the praises of Sandals, the company offering exotic holidays, by stressing one of the reasons their staff are so focused and professional – a continuous 12 weeks/year training & development programme (that’s a full 3 months!). That’s a great example of integrity and intention backed up with achieved competence and results.
In contrast, I visited an FM operation on-site last year which was into its fourth year of a TFM contract and ‘in trouble’. Whilst honest, friendly and full of good intentions (full marks for integrity and intention), the resident FM representing the contractor admitted to not having had a day’s training for the last 36 months and, as a result, was struggling with the demands of her more informed client.
Taking this back to the original discussion point on the proposed H&S professional consultants register, I have a further point of interest: should there equally be a register for ‘professional clients’? Take as an argument in favour the case of a company in Kent. Having carried out initial diagnostics leading to a report in October 2008, we were signed up by their board for a support package. Nearly two years later, we are confronted with a total lack of commitment with regards to implementation, two invoices written off as bad debt and the possibility of our professional brand and image being tarnished as they may still be using our name as ‘retained H&S consultancy’ in their company literature. Exposing may help to stop this, but hopefully my point is clear: anyone for a clients register?
In conclusion, in my opinion there are a lot of hours and effort wasted on CPD schemes and certification programmes. I sincerely doubt how much of an influence they have on a client’s decision as to whether or not to engage with you on a professional basis, at an individual or an organisational level. But if you have a few spare hours on a plane or a train, read The Speed of Trust: it could save you money and make you even more successful than you are today!
Patrick Jongbloet is Co-founder/Director of Mesh-4-Safety ltd, health and safety training providers in Kent. Our range of health and safety courses includes NEBOSH General Certificate, IOSH Managing Safely, and British Safety Council courses.