College Services - Summer 2017 - 33

"It's really unnecessary to try to spur better bids between vendors.
If the school is concise on what they are looking for, the return will be
much easier for the school to make the best decision for the campus. "

availability of technology closely because they primarily focus on pricing. Partnerships, trust and sharing of the responsibilities always creates mutual long term respect that results in a positive experience."

- Rhonda Myers, Southeast Regional Manager, Academics, CSC Service Works 

- Rhonda Myers, Southeast Regional Manager, Academics, CSC Service Works 

CLARITY ON EQUIPMENT NEEDS, CONSTRUCTION SCHEDULES

BE CLEAR ABOUT WHAT YOU'RE LOOKING FOR AND WHY

Bringing new ventures to campus often means construction and equipment purchases. An RFP is a critical place to describe the level of input and
involvement a business partner might have. By starting with expectations,
you will have the ability to set roles early on in the partnership.
"Specifically state if the bidder will have the opportunity to oversee construction and renovation activities. Many organizations
have design and construction teams. If it is known, bidders may
choose to complete the renovation projects; then organizations can
assume some level of profit opportunity, thus providing a savings
to the University or College on the daily rate or the cost of capital."

Is there a backstory to your RFP being posted? You never want to air
dirty laundry and potentially damage a relationship, but clarity in expectations can help you find the right business partner. If you need to take an
operation in a new direction, be upfront about your expectations, whether
customer service, profitability, etc.
"Why is the school looking to outsource the bookstore and/
or change providers? Poor service, concerns about technology, changing student needs? The more insight we have into the
problems we can solve, the more on point our response can be."

- Rich Katzman, Senior Director of Business Development for Sodexo.

"For better results, include the number of pieces of equipment by type,
volume for all areas by package and flavor, mech rates for FSV, details
on the Food Service provider and their role with the RFP, other equipment needs outside of the beverage supplier such as ice makers, etc."
- Eric Grubbs, Senior Manager for PepsiCo

"Not all brands have the same capabilities of support. I would flip the question and ask the business partner what their level of input and involvement
would be versus telling the business partner what input they need to have."
- Jan Lileck, National Accounts Sales Executive, Dunkin' Brands, Inc.

FOCUS ON CUSTOMER SERVICE, NOT JUST THE FINANCIALS
Many business partners struggle to demonstrate the personalized level
of customer service they offer within the confines of the RFP. Detailing
customer service expectations is crucial and it is important to remember
that the lowest price is not always the best value.
"Check references. We are often shocked that our references are not contacted. We would advise that this interaction with fellow colleagues should pay dividends in a university,
understanding how each team works and addresses issues."
- Noel Brinkman, Senior Vice President / Public Private Partnerships, American
Campus Communities

"Clients often undervalue the importance of judging a bidder's sincere abilities to follow through. At the end of the day, the unit leaders
followed by the district manager are the most important aspects to a
University or College. Allowing bid participants to parade in with multiple
vice presidents and corporate leaders is a waste of everyone's time."
- Rich Katzman, Senior Director of Business Development for Sodexo.
"Customer service begins at the relationship level, and continues

throughout. Schools have different levels of expectations, and this
should be shared in the process. Unique programs can be created
if the vendors know exactly what the school is looking for. We have
multiple reporting features and technology options that can stream
line customer service, however, often the schools don't look at the

- Marc Eckhart, Director, Campus Relations, Barnes & Noble College

"Include clearly defined University project objectives. Universities
should note that this clarity helps refine our project approach and allows
the proposal to be as responsive to the University's objectives as possible."
- Noel Brinkman, Senior Vice President / Public Private Partnerships, American
Campus Communities

"When we are responding to an RFP, it's extremely helpful to understand the genesis of the request. Our ability to customize a program
for our customer is greatly enhanced when we can address the factors
and concerns that prompted the RFP in the first place. As a responding
vendor, we want to avoid making assumptions so we can emphasize the
right solutions and services to the University or College's unique request."
- Kevin Renshaw, Marketing Vice President, Follett Higher Education Group

BE PREPARED TO BE FLEXIBLE
The beauty of a relationship with a business partner comes in the generation of new ideas. While you want to be firm on expectations, being
open to suggestions can help you generate a better student experience.
"A well-written solicitation allows for responses that include new
ideas and new products. Using descriptions of 'use' and/or 'purpose' rather than specific 'process/product' or 'numbers/models' will allow opportunities for improvements. I often see bids
calling out specific product to 'match existing' when the product
won't be in the same rooms and there are better solutions available."
- Ann Neuhierl, Sales/Design, Impact Office Interiors.
Cindy McClanahan, CASP,  is the director of
marketing and communications for auxiliary
services at Georgia College. McClanahan
coordinates and executes the marketing efforts
for multiple units including dining, parking and
transportation, card office, technology store,
bookstore, and mail services. McClanahan
earned a Bachelor's of Arts from the University of North Texas and
a Master of Public Administration from Georgia.

E NRIC HING THE C AMPUS E XPE RIE NC E. | www.nac as .o r g

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Table of Contents for the Digital Edition of College Services - Summer 2017

Opening Remarks: Presidential Perspective
Future-proofing your organization’s leadership
Perspectives on strong campus housing partnerships from both sides of the table
Achieving institutional excellence through collaborative sustainability efforts
New partners for new ventures
Corporate Partnerships: Focus on university partnership
Partnerships and possibilities: Working together to bring a food truck to campus
What vendors wish we knew
Partnerships key to addressing food insecurity at WSU
Student Author Contest winners
Partnership at its core: Arizona State University's Sun Devil Fitness Complex and the Downtown YMCA
In Closing Executive Summary
Professional Development Calendar
Advertisers Index/Advertisers.com
College Services - Summer 2017 - intro
College Services - Summer 2017 - belly1
College Services - Summer 2017 - belly2
College Services - Summer 2017 - cover1
College Services - Summer 2017 - cover2
College Services - Summer 2017 - 3
College Services - Summer 2017 - 4
College Services - Summer 2017 - 5
College Services - Summer 2017 - Opening Remarks: Presidential Perspective
College Services - Summer 2017 - 7
College Services - Summer 2017 - 8
College Services - Summer 2017 - 9
College Services - Summer 2017 - Future-proofing your organization’s leadership
College Services - Summer 2017 - 11
College Services - Summer 2017 - Perspectives on strong campus housing partnerships from both sides of the table
College Services - Summer 2017 - 13
College Services - Summer 2017 - 14
College Services - Summer 2017 - 15
College Services - Summer 2017 - 16
College Services - Summer 2017 - 17
College Services - Summer 2017 - 18
College Services - Summer 2017 - Achieving institutional excellence through collaborative sustainability efforts
College Services - Summer 2017 - 20
College Services - Summer 2017 - 21
College Services - Summer 2017 - 22
College Services - Summer 2017 - New partners for new ventures
College Services - Summer 2017 - 24
College Services - Summer 2017 - 25
College Services - Summer 2017 - 26
College Services - Summer 2017 - 27
College Services - Summer 2017 - Corporate Partnerships: Focus on university partnership
College Services - Summer 2017 - 29
College Services - Summer 2017 - Partnerships and possibilities: Working together to bring a food truck to campus
College Services - Summer 2017 - 31
College Services - Summer 2017 - What vendors wish we knew
College Services - Summer 2017 - 33
College Services - Summer 2017 - 34
College Services - Summer 2017 - Partnerships key to addressing food insecurity at WSU
College Services - Summer 2017 - 36
College Services - Summer 2017 - 37
College Services - Summer 2017 - Student Author Contest winners
College Services - Summer 2017 - 39
College Services - Summer 2017 - 40
College Services - Summer 2017 - 41
College Services - Summer 2017 - 42
College Services - Summer 2017 - 43
College Services - Summer 2017 - 44
College Services - Summer 2017 - Partnership at its core: Arizona State University's Sun Devil Fitness Complex and the Downtown YMCA
College Services - Summer 2017 - 46
College Services - Summer 2017 - In Closing Executive Summary
College Services - Summer 2017 - 48
College Services - Summer 2017 - Professional Development Calendar
College Services - Summer 2017 - Advertisers Index/Advertisers.com
College Services - Summer 2017 - cover3
College Services - Summer 2017 - cover4
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