Brian Williams, Relationship Manager in Ireland and Anneleen Martens, Relationship Manager in Belgium, are two of the Trinity team members currently in the process of trialling a new service solution called ‘Trinity Clinics’ to gain a better understanding of clients’ immediate needs and provide them with solutions and support.
Following the pandemic, many hospitality staff are now working at such a pace that they might simply work around a problem, feeling they don’t have the time to solve it. It is also sometimes the case that the same issue might be affecting different teams, who have not had an opportunity to discuss it together. “What we’ve found is that sometimes heads of department are simply too busy to even send an email,” said Brian.
New service solution
The ‘Trinity Clinics’ solution enables Trinity’s Relationship Managers to meet with a number of key stakeholders at their location on the same day to learn about their challenges and discuss their needs. Many hospitality operators including hotels are experiencing not only price increases, and supply chain issues but also significant staff churn. The goal is to learn about their primary needs and come up with solutions to resolve their pain points as soon as possible!
Seeing multiple stakeholders on the same day helps more people in the organisation to understand the services and benefits Trinity Purchasing can provide. They learn more about the latest products and innovations, the most recent hospitality trends, product availability and local supply, sustainable sourcing solutions, as well as areas where they could generate more savings through Trinity’s supplier partners.
“We’ll have a short catch-up about new suppliers, if there’s any issues or challenges that we can help them with, or if they are looking for new products,” says Anneleen. “It’s great to connect with not only the General Manager at the property but also other staff team members, as the hospitality industry experience a high level of staff changes.”
Providing support through Clinics
Anneleen’s process is to schedule a meeting with the General Manager of a property, immerse herself by working at the client’s location for half of the day and catch up with key stakeholders as needed. After the clinic, she provides a follow-up report.
Brian similarly invites operational team heads to see him on the day of the clinic, so he can have 1-2-1 meetings with each of them. “Like a medical clinic where you visit for a health check-up – we come directly to you for a business check-up to see how we can help you.”
Positive feedback from clients
So far, these approaches have worked really well, and the Trinity teams have received positive feedback.
Karen Dollery, General Manager, Viking Hotel Waterford says, “Having this time to sit and talk to Brian has been great – I’ve been able to discuss our current challenges and in doing this Brian has helped come up with solutions, and he recommends new products and services, as well as helping me achieve more savings in the process.”
Brian says, “One of the things Covid has taught me is there’s nothing like face-to-face conversations for building relationships and generating greater savings for clients.”
Currently, this Clinics service is being trialed by clients with large-scale operational teams. So watch the space!
Our goal is to continue to expand our service to provide members with the best solutions to help their business grow and prosper. If you need support or help, please contact your Relationship Manager or firstname.lastname@example.org – we are here to help you thrive!