Why QBRs are needed to evaluate services provided by either in-house or sourced FM firms

Your school is an organization which runs on excelling its status by consistently improving its education system and environment. In order to do that, it’s important for organizations as such to present forward the right Quarterly Business Reviews.

However, to effectively do that, it’s important to know what a QBR is.

Understanding QBRs

The Quarterly Business Review or Executive Business Review is a quarterly meeting with your customer in order to discuss their business and how you will be able to help them. They are important since they will report the objective of the services which are provided.

In definition, it’s a basic meeting held just once per quarter with your client. According to SolarWinds MSP;

“It is a meeting with your client on a quarterly basis where you discuss their business and how you will support them.”

Since it’s a chance to allow your company’s main stakeholders analyze last quarter’s results, they are then able to chart the progress for the upcoming quarter.

One of the most common mistakes that people tend to make is getting a tactical approach and bracing the customer’s business with training and plans to improvement. However, the right way to plan is to offer them a strategy for growth.

A QBR meeting will also dictate the relationship between the vendor and the client. In case you notice a miscommunication or issues that consistently come up in between the meeting then you need to consider working on improving your relationship first. Problems such as these will cause major conflicts and, instead of betting the business, it will diminish the results.

To prevent that from happening, the problems must be resolved offline so that it does not come in between the work. Turnover at the highest operational levels in large school district will be common. Failure of the operational staff to provide a recorded document such as a QBR leaves staff and vendors if outsourced scrambling when a new school or facilities leader comes in and asks for evidence of how well or how poorly facilities operations are performing.

Approaching QBR

Effectively going about a QBR meeting is crucial to ensure that you will achieve the most from the meeting. This isn’t just beneficial for the school’s growth, but also for the stakeholder as well.

One thing that you must keep in mind, make sure that you understand that the meeting is not a competition, both parties are working together to come up with a proper way to initiate progression.

Keep in mind that QBR meetings aren’t often the place to plan additional trainings and further plans of improvement. It’s a chance to better understanding of what the business is and how it operates.

Similarly, it’s crucial to look at how you will ensure that more value is delivered. This switches roles from being the vendor to be the business advisor, thereby resulting in an improved relationship.

It’s usually asked how to keep a QBR meeting. It’s important to note that holding a meeting in person ensures that it meets the maximum goals. A face-to-face meeting is seen to be quite effective in the Customer Success Manager’s toolbox. 

If possible, the frequency and expected attendees for the QBR should be memorialized in the contract between district and supplier. QBRs are also an effective tool for in-house facilities departments. The KPIs remain the same and do not differ. There is no contract with a vendor so the attendees or audience would be different. The district FM should lead the QBR presentation for the department with the Superintendent, CFO, CHRO and a few board members fulfilling the role of customer.

If you’re keeping an in-house QBR, then note that it should be very formal as well as allow members of the facilities team below the district FM to highlight their departmental achievements and provide some opportunities for professional growth.

Strategizing QBRs

In order to make sure you get the most from your QBR meeting, you need to know how to properly approach it.

As mentioned before, you need to make sure that you build a good relationship with your client, which means that you should be able to use a tactical approach in your meeting.

Here are a few pointers which would be quite helpful for you:

Negate the Negative: it’s important that you try to distance yourself from negative discussions; that means, try and focus the conversation on the successes instead. The customer should be able to give their honest input and grant you the opportunity to solve any issues that they may have come across.

Be Helpful: most people tend to become defensive whenever clients put forward their challenges and queries. It’s important to pay attention to the positive side and look for solutions to their problems instead.

Do not be Too Helpful: While it’s important to look for solutions, it’s equally important to know when you’re going into overdrive. It’s okay to preface your meeting by promising to handle those issues without taking up time in the executives’ days.

Keep Time In Mind: Time is quite valuable and it’s something that will help you earn the respect you need. Keep the meeting short and to the point. The meeting should always stay within the hour.

Remember, when you’re leaving the meeting, make sure you schedule the next QBR then itself. It gives a positive effect on the client, leaving them with an impression that says that you’re willing to follow up. This way, you will easily expect results.

Reference Links

https://www.gainsight.com/guides/the-essential-guide-to-quarterly-business-reviews/

https://www.amazon.com/School-Work-Collection-Facilities-Management/dp/1095700332/ref=sr_1_2?keywords=school+work%3A+a+collection+of+essays&qid=1556554098&s=gateway&sr=8-2