How do you handle a vendor dispute that impacts critical FM services?

One thing I have found helpful before communicating with the vendor is to have a contingency plan to ensure the continuity of the service if the dispute resolution process takes time or fail. Additionally, when you reviewing the SLA in the contract, don’t forget to engage the stakeholders to have their support when needed, especially if resolution beyond your authority.

Yes Facility Manager need to always remember that the primary goal is to restore normal operations as soon as possible without compromising on service quality or safety standards. Ensure continuous monitoring of the implemented solution to maintain high standards and be ready to adjust as necessary, and u might want to suggest specific strategies for brainstorming or involving a diverse team to generate solutions.

Handling a vendor dispute impacting critical FM services: Assess Impact: Identify affected services and evaluate immediate impact. Communicate: Inform stakeholders and discuss issues with the vendor. Temporary Solutions: Implement contingency plans and engage backup vendors. Analyze: Investigate root causes and gather documentation. Negotiate: Meet with the vendor, consider mediation if needed. Legal Review: Check contract terms and consult legal counsel. Resolve: Work towards a resolution and document the agreement. Monitor: Ensure implementation and follow up regularly. Review: Learn from the dispute and update processes.

As a Facility Manager at a healthcare facility, we faced temperature control issues in critical areas due to our HVAC vendor's service lapses. I documented the problems, reviewed the contract, and proposed solutions, including increased maintenance visits and additional training In the negotiation meeting, I acknowledged our partnership and presented the issues. The vendor cited staffing shortages but agreed to provide immediate remote support and gradually increase on-site visits Following this plan, we stabilized temperatures and improved maintenance quality, with regular follow-ups ensuring continued progress. This experience reinforced the importance of clear communication, flexibility, and collaboration in resolving vendor disputes.