Just when you get to know your supplier…

Many companies would like us to believe that the relationship between caterer and supplier is not buying and selling, but more of a partnership.

Although at times this may seem over the top, it is true. Just as suppliers rely on the caterer to purchase their products, we rely on them to ensure that the products arrive on time with no missing items.

But rarely do we just deal with companies, we deal with people. Over a period of time we build up relationships with one another, so the supplier understands the caterer's needs and the caterer deciphers the strengths and weaknesses of a supplier.

They then normally reach a "comfort zone" that can remain in place for many years, until the unthinkable happens and the salesperson you have come to know and like leaves, or, even worse, the company is sold.

This has happened to us twice in the past 12 months. Last year our frozen-food supplier decided to sell out to one of the national suppliers.

The company we had been using was fairly small, and we not only had excellent dealings with the sales representative, but also knew the owner of the company.

The advantage of dealing with the smaller companies is that you can normally get instant decisions and not the "I'll have to check with head office" routine.

This can often lead to someone who has no knowledge of your business making decisions that can have a detrimental effect on your operations and profitability.

So it came as a shock last week to learn that the sales director for another of our major suppliers had parted from his company. He had won our business for his company and nurtured it over a number of years and a good business relationship had developed, built on mutual trust and respect.

This is a medium-sized regional company so, rather than just a phone call or letter telling me of the change, I received a visit from the owner of the company.

He wanted to reassure me that everything was all right and that we were, as ever, a valued customer.

Naturally I am not happy with the change but, as with everything in life, change is inevitable, so I am sure things will settle down and new relationships will develop.

RICHARD WARE is head of catering and house services at the London Borough of Havering

Next diary from Richard Ware: 7 October