relationships will have no trouble in providing this level of detailed service and is why choosing a highly experienced supplier is essential for businesses to achieve the best possible project outcome,” Yates says. Building on this, Yates says that any longterm partnership is established by how the supplier supports their client. He explains that the focus of suppliers needs to be on delivering the project to its fullest potential, and, where possible, going above and beyond to troubleshoot any potential issues for clients – even those that fall out of the traditional realm of supplier responsibility. This, he says, will place suppliers in an excellent position to become a client’s go-to. “Further to this, honesty and transparency are essential components in building trust, which is the most essential factor in maintaining long-term partnerships,” Yates comments, adding: “Having honest, open conversations with clients at every stage of a project is essential in building a great, long-lasting rapport, and allows suppliers to establish clear expectations and goals with their clients throughout.” Looking ahead, Yates says the industry would benefit greatly from printers and suppliers collaborating closely on materials development. He explains how recent years have seen a huge increase in businesses requesting planet friendly and sustainable materials, however the current market offering often falls short when considering factors such as longevity and ease of application. “Cross-industry consultations would be hugely beneficial for material R&D teams matter who made it. “Consistency is the quiet part that matters most. Doing what you said you would do, at the quality you said, on the date you said, job after job, for years. That is harder than it sounds and it is what trust is actually built on. None of that shows up on a quote; it shows up over time, and it’s the reason the strongest relationships in this trade are measured in years, not orders.” Best Possible Outcome Also weighing in is Daniel Yates, managing director and head of installations at IPL Group. He says customers are increasingly expecting a complete end-to-end service from suppliers, meaning suppliers must work closer than ever with trusted industry partners, including signage companies, to deliver projects to their greatest potential. “A supplier with strong industry “Reliability matters more than it used to as well. Lead times are tighter, end clients are less forgiving, and our customer’s reputation is on the line every time a job lands.” In terms of how to go about identifying a long-term partner, Hoole says while price is one point and helps get you in the door, it does not keep you there. He explains that the core difference between a long-term partnership and a one-off order is what happens on jobs that do not go to plan. “A transactional supplier takes the order, ships it, and moves on,” he says, adding: “A partner picks up the phone when there’s a problem, owns it, and sorts it. They give you their view early, before you’ve committed, even when it means talking you out of something. They treat your deadline as theirs, and your client’s reputation as theirs, because as far as the end customer is concerned, the sign is the sign. It doesn’t 82 email: editor@signlink.co.uk Issue 266 - August | September ▼The Sign Group provides signage and lighting to the trade The biggest challenges that we’re finding our customers are facing currently are around capacity, turnaround times, product complexity, and material choice WORKING WITH SUPPLIERS | ROB FLETCHER ►Dimitri van Gaever, from Kongsberg Precision Cutting Systems, says modern customers want complete solutions that help them achieve their business goals
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