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» VISIT US ONLINE @ DSNEWS.COM 71 In business, the key to success is the ability to provide great customer service. Building a good rapport with customers or clients can launch a company ahead of its competition in no time, but that is not the only relationship that needs grooming. Establishing good connections with internal employees and third-party vendors can be equally, if not more important in some industries. ese relationships are critical in the mortgage field services industry. National companies rely heavily on their partnerships with third-party vendors who serve as the boots on the ground network in the field. ey provide a first-hand look into properties across the country, allowing field services companies to relay accurate and timely property information to their mortgage servicing clients. ese third- party vendors, or inspectors and contractors, are the vital backbone of this industry. It is important for field services companies to maintain healthy relationships with that particular network. ere are many philosophies on building good relationships, with several themes emerging that can assist field services companies in building those partnerships. Just as important is how field services companies implement these philosophies into their day-to-day business strategies. Safeguard Properties, has developed several methods that establish a one-on-one connection between its third-party vendors and internal employees. It is similar to a "single point of contact" philosophy, but gives both parties incentives to succeed. e idea behind this environment was to establish a best practice for the field services industry that focuses on those relationship building ideals and enhances accountability for its vendors' successes. In this type of system, vendors are assigned a vendor account manager as their primary one- on-one connection or single point of contact. at vendor account manager is responsible for the coordinated success and performance of that particular vendor company. eir achievements and failures go hand in hand with how they develop and grow together as partners. e more successful the vendor is, the more successful the vendor account manager. DEVELOPING IDEAL CANDIDATES In creating the vendor account manager system, care in hiring or promoting current employees to this position is key to success. ese handpicked individuals need to possess a very special set of skills and have the right personality, in addition to a level of professionalism that is required. Successful ideal candidates have generally shown to originate in or have strong backgrounds and experience in high-pressure sales, legal collections or supply chain management, to name a few. ey need to be someone who is outgoing and friendly, but not afraid to correct poor performance or manage issues openly and directly. ese individuals should be highly intelligent, detail-oriented, and analytical with the ability to identify drivers to isolate and remediate issues. ese individuals possess a hunger to always be better and exhibit an excellent motivational and ambitious mentality to help others they interact and partner with to be better as well. ey are competitive and driving toward success at all times. Conflict resolution also is a highly developed skill for ideal candidates. e daily transactions are very similar to those experienced in an advanced collections environment or other high pressure situations. Focus and calculated efforts are often required to achieve a mutually beneficial and successful outcome, in which vendor account managers have to manage challenges for vendors trying to complete work properly and on-time. ey must serve as the diffuser in any conflict that arises for the vendor and find resolution in an amicable way. A hallmark of the vendor account manager program is the way employees are compensated, incentivizing success through additional financial rewards. e premium talent that the role requires calls for a pay scale that allows the company to attract the best and the brightest. Competitive compensation is a vital key to better identifying and attracting the correct demographic and candidate pool for vendor account manager recruiting and prospecting in the field services industry. It motivates them to ensure their vendor networks are thriving. COVER STORY INDUSTRY INSIGHT INDUSTRY INSIGHT BUILDING BETTER RELATIONSHIPS Field services companies are using one-on-one tactics to help their vendors grow and succeed.

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