Upstream August 2014 Upstream August 2014
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Upstream The Newsletter of Incentive FM Group Summer/Autumn August 2014 Inside This Issue Round Table Event TWO ICONIC NEW SITES Group Wins & Consultancy In this issue we are delighted to report not Health & Safety News one but two pieces of significant new busi- ness for the group. Incentive Facilities Group Wins Management recently won, and has started Social Media work, at Somerset House in London’s Strand. This building dates back to 1547 Gleneagles when it was a palace for the Duke of Somerset. It was rebuilt as we know it today Management Development in the late 1700’s and has had a variety of Government occupiers including the Navy Welcome to the Board and Admiral Nelson for his August 2014 edition Headquarters and, more recently, it was the of the Incentive FM Head office of the Inland Revenue. The Group Newsletter, building which is next to the Thames by Waterloo Bridge is in the custody of The Upstream. We hope Somerset House Trust, which is empowered you enjoy reading our by the Government to operate it to gener- news and views. ate money for the perpetual upkeep of the beautiful and expansive buildings. Incentive FM is providing a wide range of services encompassing building repairs and mainte- nance, cleaning and support services. Our work extends to around one hundred ten- ants who rent space in the buildings as well. On the security front, earlier this year Incentive Lynx was successful in winning the tender for The Leadenhall Building at 122 Leadenhall Street in London – affectionately referred to by others as ‘The Cheesegrater’. The building is a joint venture between British Land and Oxford Properties. The 736ft (224m) high iconic office tower pro- vides 610,000 sq ft of lettable floor space over 46 floors, and was fully let when it opened in July as it is in the middle of the insurance market heartland. We have 35 security guards allocated to looking after the landlord’s areas of the development. fm group limited From Jeremy’s point of view What does Success look like? I often ponder on just how our style is for everyone, most definitely and can achieve long term mutual goals not, but for staff who care, who want to and not be caught in the revolving door of well we are doing at Incentive succeed and don’t mind hard work with tendering which seems all too prevalent for FM Group and am continually some fun along the way, then we are the some. In the past two years Incentive right fit. For our clients it is the same Facilities Management Ltd has achieved the looking at ways of improving approach – I feel strongly that we should rare and impressive distinction of only los- the quality of what it does, be very close to our clients and be respon- ing one client. This is a very high standard how it does it and finding sive, passionate and fun in our pursuit of of retention that we should continue to providing a first class value for money serv- aspire to. more people to do it for. ice. This should be achieved whilst applying Over the past eighteen months we our moral objectives of Honesty, Integrity have run our slide rule over several service People often tell me that to have built our and Respect. businesses as acquisition targets, mainly in nearly £50 million business in just twelve the catering sector, but sadly all of these years is a fantastic achievement. This is The Big the Bad and the Ugly came to nothing in the end. It seems that both generous and well received but in We compete day in and day out with the the expectations of sellers are frequently honesty we cannot afford to take our foot Billion Pound brigade when tendering for unrealistic when cashing in good quality of the accelerator for a second. work and to be honest, we have very little businesses (and we are not interested in fear of their offer over ours. The reason for ones in intensive care!). As a result we will The Best People this goes back to my first point about peo- continue along our route of organic My view continues to be that in the ple - you either have the people the clients growth and business development, as we Facilities Management, Security, Cleaning want to work with or you don’t. When it have largely done for the past twelve years, and FM Consultancy business – the key ele- comes to price, if contractors large or small looking after our evolving client base and ment is to have and keep the very best staff are stupid enough to believe that they can talented staff pool as we go. in the market. We try really hard here and really make money and deliver a service I hope that sounds like continued suc- everything else we do around the best staff with management fees or gross profit cess to you? in terms of innovative practice, best use of charges of 8% and less, then I suggest they technology, marketing and business devel- get on with it, that’s not our market. opment are just the icing on the cake. Our Experience generally dictates that the cus- business really is all about people and we tomers caught up in this spiral of commer- now have 1,700 staff directly employed on cial kidology are almost exclusively dissatis- our books. fied with the service they are buying. Is this what success looks like? Surely not. Our Culture Culture was once described to me as ‘the Our Future way we do things around here’. I like that We plan to do more of the same, expand- and at Incentive we have a very strong and ing and improving whenever and wherever individual culture that sets us apart from we can. We will continue to pick our busi- other employers and of course our compe- ness opportunities and clients carefully, so Jeremy Waud, tition. This is not to say that our culture and that we are confident we are a good match Incentive FM Group Chairman Page 2 New Social Staff Media @IncentiveFM – We are social…follow us on twitter Jason Matthews – FM managing the presti- Incentive FM, gious Covent Garden Regional Director contract. His ability to Jason is a highly maintain strategic rela- focused, enthusiastic, tionships with key stake- passionate and com- holders, whilst remaining mercially aware serv- balanced and able to ice professional. He plan and respond for all Social media, when used strategically has a strong technical eventualities, serves him well in such a com- over time, is arguably the most power- background and a plex and intensive contract. ful form of marketing and market demonstrable record research the world has ever seen. of success with major FM providers, includ- Mark Telford – Incentive Lynx Security, When used correctly, it is a great tool for ing Norland and Mitie. Associate Director – Operations intelligent marketing towards smart peo- He has extensive experience and skills in Mark spent six years ple. Brands and service providers like us can the Managed Services and Critical Plant serving as a Royal build very good relationships with cus- environment and has worked in a variety of Marine Commando tomers and ‘fans’. roles that have included Service Manager, before entering the The art with social media, especially in Key Account Manager, and Area General private security indus- the FM industry which is fairly unsexy to say Manager in many client sectors. try in 1996. He has the least, is we believe, to involve the right overseen commercial people, so the right debates can be had. Simon Morrison – Incentive FM, security services contracts in Australia, Social media has changed the pace, Regional Manager Cyprus and England during his 18-year scale, and cost of communication. You can After three years as career. Most recently he was responsible for send more messages to more people, more Contract General the management of key accounts in Central quickly and more cheaply, than ever in his- Manager at Covent London for a national security services tory. Social media, especially twitter and Garden, Simon has provider. Facebook allow us to show customers that recently changed posi- Operations Director, Raj Pradhan, com- we are on the ball, that we can be trusted tions at Incentive, tak- mented: “Mark has an excellent reputation and that we know our stuff. ing up the role as in our industry and I am looking forward to The biggest factor that kills business Regional Manager. working with him. We have exciting new conversions is lack of trust and belief. Social Simon joined us projects such as The Leadenhall Building media gives an awesomely efficient, cheap, after a successful that will benefit from his experience and and effective way to build that trust — pro- period running the Xscape ski centre in knowledge.” vided, of course, that we are as good as we Milton Keynes. His venue experience has should be to begin with. (Social media also proved invaluable in developing a visitor Tammy Grubert – Incentive QAS, does a fantastic job of exposing lousy serv- focussed management style with particular Area Supervisor ice, poor practices, and bad products, emphasis on customer experience. Tammy has joined us as an area supervisor accordingly it needs to be used with care as supporting Ross Richardson in managing well as creativity.) Claire Rumsey – Incentive FM, some of our London contracts. Tammy has We now have 750 followers on twitter Regional Manager a wealth of experience in the cleaning and some of our recent supporting info- Claire is our new industry and is a BICSc trainer.