A reader writes: “We are negotiating a new contract and the customer has been slow to provide specifications. They have suggested we ‘give them a number’ and then we can work out details after the contract starts. Do you agree with this approach?”

You may not be old enough to remember the campy TV series called “Lost in Space” where the robot (who had a better sense of humor than the humans) would periodically go bezerko (yes, I just created a new word) and shout “Danger, danger, Will Robinson” when a three headed grape/banana hybrid was trying to eat him. Of course, no one ever listened to the robot and this series went on for a few years before being mercifully replaced by classics such as Star Trek, Star Wars and Space Balls.

When I read your question, I feel like turning on my robot persona and shouting “Danger, danger” since the environment is fraught with peril to you and your company. Proceed carefully since either the prospect is incompetent or hustling you. If incompetent, this may be a great opportunity for you to assist this prospect with developing good specifications that will satisfy their needs and create a win/win situation. Following are a few tips to consider. Please challenge and strike out “As Needed” since tasks/frequency needs to be clearly defined. Same suggestions for “Strip/Wax” and replace with Strip/Scrub/Recoat. Challenge “Uniform Glossy Appearance” and suggest “Matte Finish” for environmental and costs reasons. Challenge any directions to “wax” ceramic tiles in buildings, especially rest rooms. Verify “D”, “W”, etc. to annualized numbers such as 260, 52, etc. and make sure how many shifts you have to perform the same task in a 24 hour period.

You need a thorough inventory of each location with type floor (Hard – F = finish/wax), Hard – NF = No Finish, Carpet, Wood, Rubber, Terrazzo, etc. since they all require different processes. “Clarify” any questions/concerns in writing so that succeeding customer reps do not throw you under the bus. Finally, does the number make sense? If not, why not?

Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean...

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net


posted on 6/7/2016