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Guest blog spot: Professionalism beats price when customers buy water coolers

Posted On : 14/08/2013

We've thrown open our blog spot once again - this time to Phillipa Atkinson-Clow, the?general manager of our industry body the British Water Cooler Association (BWCA), who talks about the findings of a survey among facilities managers. We carried out a survey among visitors to this year_s Facilities Show and found that?delivery and service are what the vast majority look for when installing a water dispenser?in the workplace. Surprisingly though, considering the current tough economic conditions, they put price?into second place; although that wasn't far behind. Nearly 90 per cent of the facilities managers we spoke to said that delivery and service?level agreements were important or very important when choosing a water cooler company. And eighty-five per cent said price was important or very important to them, with only?three per cent stating that they weren't all that bothered about delivery and service?while two per cent felt that price wasn_t the priority. We also found that nearly two-thirds (62 per cent) recognise the benefits of suppliers?having BWCA membership in making purchasing decisions with even more, 81 per cent, saying?that guarantees of health and hygiene procedures and processes mattered in their decision?making. These findings are important as they, not only, help us keep abreast of what facilities?managers think of our sector but they threw into sharp focus just what key customers need?and expect. The BWCA rigorously audits member companies and holds service, safety, health and hygiene?as some of the highest priorities. So it's gratifying to know that professional facilities?managers agree with us that service level agreements and delivery are overwhelmingly the?most crucial aspects, putting professionalism over even the issue of price. Other interesting views to emerge from the survey included: