With 36% saying they have experienced problems with cultural fit the research suggests there is an opportunity for FM to improve services and organisational brand, by incorporating culture and values into FM practices.

Jane Streat, Head of Client Services at Lexington Reception Services says, “Whilst organisational culture and values are important to FM professionals in delivering excellence, the survey suggests ownership for instilling culture and values into staff still rests very much with FM outsourcers.

“By investing time, when selecting FM suppliers, to understand one another’s unique organisational culture facilities management teams are far more likely to build long-lasting successful relationships that will add real value to the business and bottom line.”

The survey also asked respondents how they integrate contractors into their organisations; 64% of respondents said they expected the supplier to instil their (the client’s) values in their employees while 45% said every employee should take part in a company induction and 36% said they include suppliers in their own service training.

FM feel it is everyone’s role to represent the organisation, whether a direct employee or outsourced. For instance, one respondent said, “It’s part of everyone’s role – the cleaner to the owners.

Jane says, “There is often a dichotomy between opposing cultures when it comes to contracting out services. But with the right people procedures in place and by developing an understanding of client’s unique cultures FM providers will be much better equipped to create a dual culture, working in harmony to ensure that their people meet client’s needs.”

What makes a good supplier/client relationship?
Whilst more work can be done to align cultures, it is positive to see over half (59%) of respondents have a ‘good’ relationship with their supplier and 23% say the relationship is ‘excellent’, with just 18% saying the relationship was ‘acceptable’ or ‘poor’.

Those who have excellent relationships with their suppliers cite many reasons for this, including flexibility, expertise and added value, but it is the ‘partnership’ approach really stands out.

Jane says, “In order to achieve a consistent brand experience and seamless customer journey we need to focus on creating a ‘one-team’ approach. It is this commitment to work together and appreciation of one another’s organisational culture that will help deliver efficiencies and unlock new opportunities, which will transform FM services.”

Respondents were also asked to rank the most important factors with respect to their relationship with their suppliers. Value for money was the most important (44%), followed by cultural fit and shared values (28%), and a collaborative approach (17%).