Incentive FM Group is an independently-owned facilities management group operating on sites across the UK including Bluewater, Covent Garden, Dover Port and Liverpool Football Club.

It took them 12 years from start up to reach a turnover of £28 million – and then just another 3 years to reach the £70 + million turnover they have today.

Fundamental to their impressive trajectory of growth has been their commitment to developing their people. 3 years ago, they partnered with Positive Change Partners (PCP) to deliver upon that commitment – starting with their leadership and management teams.

Since the first pilot, PCP has refined and delivered two - three programmes a year for leaders and managers as the company has grown from strength to strength with a 400% increase in turnover. 

"When it comes to training I have found suppliers often talk a better game than they deliver. PCP deliver what we ask and the teams come back from the courses bristling with energy, ideas and a real desire to apply the learning. When choosing PCP the return on investment is unquestionable."  –  Martin Reed - Group Managing Director

MANAGEMENT AND LEADERSHIP PROGRAMMES

When Incentive FM first set out to find a 'management development company', they received proposals with off-the-shelf packages and pitches from people proclaiming to be FM experts. 

Neither approach worked for them. Incentive FM had clear objectives and required a bespoke programme – which was to be focused on practical application rather than just understanding.

Then they were introduced to Positive Change Partners... 

"When we spoke to Positive Change, we realised that they had the same culture, the same values, the same ethos as we do – and that's more to do with "doing" rather than teaching."  - Martin Reed, Group MD

Together, Incentive FM and Positive Change Partners created an intensive, highly-practical, bespoke development programme that would deliver upon their objectives which were, in summary:

  • Drive further business development and improved business performance by: listening and really understanding all stakeholders; delivering innovative solutions; using high impact communication skills. 
     
  • Delivering improved performance through teams by: developing and using leadership skills; embedding effective listening, creativity and communication into the everyday work environment; create a climate for high performance. 
     
  • Developing personal confidence, capability and application.

THE RESULTS

Since the first pilot, PCP has refined and delivered two programmes a year for leaders and managers as the company has grown from strength to strength with a 400% increase in turnover. 

"When it comes to training I have found suppliers often talk a better game than they deliver. PCP deliver what we ask and the teams come back from the courses bristling with energy, ideas and a real desire to apply the learning. When choosing PCP the return on investment is unquestionable."  –  Martin Reed - Group Managing Director

Further to the results of the training, Incentive FM and Positive Change Partners have forged a trusted, highly-effective working partnership. Incentive FM call upon PCP as a trusted advisor and PCP are currently working with Incentive FM in other areas of the business to further drive outstanding performance and growth from their people and business. 

Watch this short video from Martin Reed to hear it straight from the client

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"Increase the company's revenue, contract turnover and GP"

The results being achieved [prior to the programme] were meeting expectations, however, I was very much coasting through and getting a bit lucky at times (if I am being honest).

During the programme I learned some valuable skills and techniques to apply to my every day work approach that assisted me with; staff development, delegation and motivation; client engagement and exceeding their expectations; and also up-selling to increase the company’s revenue and contract turnover and GP.

Applying feedback techniques and management styles, particularly coaching, I have been able to develop managers working for me to be more effective and in turn free up my time to be more productive.

Utilising the sales and client interaction techniques I have improved my conversion rate on sales, resulting in some significant new contracts and additional revenue for the company.

I have improved all round since undertaking the course and this has resulted in two promotions since completing [it] and an appointment as a board Director of one of our contract cleaning businesses.

It works and it gets results!

"We have seen a real change...and have been given another two year extension to the contract."

Prior to the training we were doing a good job, what the training did for me was give me tools and confidence to enable me to start doing a consistently great job.
At Covent Garden, we wanted to drive the service delivery and fully embed ourselves with the client structure and teams and with the learning from the programme I was able to fully engage my team and involve them in the planning for how we were going to do that. I also altered my style to ensure that I spent more time coaching my team and leading and developing them. This enabled us to deliver as a whole, with everyone invested into the decision we were taking and the strategies that we were applying to the contract.
The impact for the client was that of a fully engaged team that then delivered a step change in the service delivery to the customers and guests. We developed a robust business plan that had several innovative ideas that moved the service standards up for the client.
These changes have been recognised by the client and with ongoing training we have seen a real change in the way the team are viewed and have been given another two year extension to the contract.
Our people are our best resource, they know how to deliver great service, they know what stands in the way of us doing that. The Leadership Programme reinforces with the senior managers how important it is to engage fully with their teams and how to get close to their clients by asking the right questions and displaying the right behaviours.

"Improved client relationship through more meaningful communication"

Before the programme, I was having to compensate for the output of my team, by doing their work as I was not able to effectively delegate in order that members of my team produce work to the expected standards. My results were hard work to achieve due to the work that I had to personally do to compensate.
The thing that really changed it all for me was realising that success comes from constant attempts to achieve, this may sound obvious but I think I dwelled on failure and why it happened rather than what I needed to do to change the outcome. I applied the learning by using the material I took away from the programme, I was more conscious to use techniques.
The key achievements for me were improved client relationship through better more meaningful communication, improved team output and more delegation to my team. The improvement of the team has been noted by my lead client and line manager!