The Importance Of Customer Collaboration And Feedback

Collaboration is the key to PPE success

 

Firefighter Personal Protective Equipment (PPE) is a critical investment for fire and rescue services (FRSs). Functionality, quality, price and delivery times are key factors when determining what supplier to use and kit to buy.

 

First class customer service and communication should also be a top consideration when selecting a supplier. This blog looks at the importance of supplier and customer collaboration and how it’s vital for the successful implementation of PPE solutions that are safe, comfortable and fit for purpose.

 

Understanding requirements

It’s vital that suppliers understand FRSs’ needs and requirements at the outset. Detailed discussions must be had to achieve this. Suppliers need to ask the tricky questions to understand fully what the kit will be used for, the likely risks, timescales, budgets and customisation requirements. Only then can FRSs be confident that they will purchase PPE that is up to the job.

 

Collaborative working in the discovery phase can ultimately help save FRSs money. Take Fire and Rescue New South Wales. They came to us interested in our Defender range. They had wildland kit from another supplier but at certain times of the year and in certain locations, such as the Blue Mountains, firefighters were getting cold. It wasn’t fit for purpose. There was still life in their old kit, but they felt a new and improved kit was their only option. We took the time to understand their situation and needs and instead of quoting for new PPE, we created flame resistant hoodies to fit under their existing wildland jacket. This simple solution saved them money, prolonged the life of their existing PPE and could also be worn around the station and when doing other non-fire related work. Win-win!

 

 

Collaborative working

 

Communication and collaborative working are vital throughout the whole procurement process. Discussions should be meaningful – a two-way process where suppliers listen and act on customer feedback at every stage to ensure a smooth process and the most desirable outcome.

 

We pride ourselves on our customer relationships. We take a ‘no surprises’ approach. We’re open, honest and keep customers in the loop every step of the way, which helps build trust and ensures a smooth path to purchase. We’re clear about what the process entails and honest about timescales, particularly delivery times that range from between 8-12 weeks.

 

The procurement process is often complex, so we guide customers through it, helping them navigate any difficulties and often their own internal processes. Gatwick Airport for example has just ordered our cutting-edge structural PPE, Valiant. They were really impressed by our proactive approach – constantly asking questions, pushing things forward and advising and guiding them through the whole process. Our personal approach saw us take them to our dedicated factory in Bulgaria to walk them through the production process and what to expect. They met the team in charge of making their kit and saw for themselves our excellent working conditions and seamless operation in action. We helped with their business case, providing all the information they needed to demonstrate the benefits of this investment.

 

 

Listening to feedback 

 

User trials are an important step in the process and allow FRSs to assess how well the equipment performs under realistic conditions and in different scenarios. It helps them assess fit, functionality, and usability and identify any issues and necessary adjustments before placing an order. Allowing firefighters to be part of the selection process and have a say in what they wear also helps with staff satisfaction and morale, as the kit they acquire is what they want and need.

 

Feedback at this stage is critical. North Wales FRS, for example, has recently purchased our Defender PPE. Following feedback from their firefighter trials, we modified the knee pad to ensure the final design met all their needs. We welcome feedback at this stage and can quickly provide multiple sets of PPE for testing. Our specialist design team are on hand throughout the procurement process to tweak PPE so it meets all the requirements and is fit for purpose.

 

Successful outcomes 

 

The right supplier will go out of their way to understand a FRS’s needs, take on board feedback, be flexible, responsive and help FRSs navigate the complicated procurement process. Working closely with FRSs is vital for selecting the right PPE and ensuring its successful implementation. This collaborative approach not only improves user experience but also enhances safety and compliance.

 

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