Customer Relations Playbook

TRADE PARTNERS/SUPPLIERS Building a True Partnership

What is a partner? According to Webster’s Dictionary, a partner is “…one that shares; one associated with another especially in an action.” We truly are associated with our Trade Partners/Suppliers in an action. That action is to build and service homes. Without them, it is not possible. They are a very real, and important part of our business. When we form a partnership, we also form a relationship. Think of the positive relationships you have in your life. You likely gravitate to the relationships that mean the most to you, including family and close friends. In that relationship, certain qualities exist such as trust, respect, consideration, and care. It could be argued that any strong relationship should be built upon these qualities. You may never have as deep a relationship with a Trade Partner/Supplier as you do with a family member or friend, but the same principles apply. As the Customer Relations Manager, it is up to you to create the culture with your Trades. Strive for a culture filled with trust, respect, accountability, consideration, and care. Setting Proper Expectations Just as we set expectations with our Buyers, we should set appropriate expectations with our Trade Partners/ Suppliers. As the leader of your community, this becomes your responsibility. Take time to meet with each Trade Foreman to set expectations for safety, cleanliness, home readiness, system usage and staying on schedule. First and foremost, it should be clearly understood that safety is our number one focus. Every Trade Partner/Supplier on an active jobsite is required to wear a hard hat and tie off when six feet off of the ground (7 ½ feet in California). Additionally, set the expectation that your Trade Partners’/Suppliers’ work needs to be per plan and up to Century quality standards, the jobsite needs to be left clean every day and tasks need to be completed on schedule. Manage Partners More Effectively Management of Trade Partners/Suppliers has a lot to do with how you interact with them. From Trade supervisors to laborers, each deserves to be treated with respect and dignity. Speak to every person on your jobsite with kindness and in a professional manner. Creating a culture on your jobsite of mutual respect, accountability, quality and safety will help ensure your success.

Note: Trade Partners/Suppliers are not required to wear hard hats in occupied homes. However, if a Trade Partner/Supplier is going to be using cutting tools, going on ladders onto a roof, etc., they must use the proper Personal Protective Equipment (PPE), along with setting up containment areas to protect a Homeowners’ furniture/home from construction debris.

CUSTOMER RELATIONS PLAYBOOK | Customer Relations Process | 49