2021 NAID & PRISM International Conference: What secure destruction clients want most

Information management clients shared their priorities when selecting a secure destruction, ITAD or records and information management provider.

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Relationships and listening are key considerations when clients pick their top secure destruction providers.
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When considering what secure destruction customers want most when picking a provider, cost might not be the most important factor. During the 2021 NAID & PRISM International Virtual Conference, which took place April 13-15, two information management clients participated in a panel discussion to highlight the traits and services they desire most from secure destruction, information technology asset disposition (ITAD) and records and information management (RIM) providers.

Both panelists noted that while cost is a consideration, it’s not their No. 1 consideration for picking a secure destruction provider.

“The biggest thing I look for is the relationships that I would build with a prospective business partner,” said Bill Bradford, program manager for privacy and compliance at Regional Transportation District (RTD) in Denver. “I refer to service providers as business partners because it is a partnership, and that’s the main focus I look for when I am going out to bid or make a proposal for any of the services or products in information governance."

He added, “Cost is a factor, but the relationship and transparency offerings that a business partner brings to the table are at the forefront for decision-making.”

Panelist Deborah Robbins, chairman of the Institute of Certified Records Managers (ICRM) Mentoring Committee, agreed with Bradford—cost is not the biggest consideration when picking a provider. But, she said, location and accessibility to provide service as well as trust, are key factors.

“My trust in them and their ability to speak into my leadership are important,” she said.

Although cost is not their No. 1 concern, Bradford said he does watch out for providers that offer a “lowball” rate.

“Sometimes people want to lowball, and that’s not the way to go about building a relationship and earn the business,” he said. “Instead, I ask for and expect business partners to provide me with their best and most fair rates. I understand that they need to make money. But the goal for me choosing [a provider] is that they will be my provider for the full length of that contract. I don’t want them to price it so low so that in three years they have to raise their rates or be in a tough spot because they lowballed.”

The panelists also discussed the best ways for secure destruction companies to approach prospective clients. Bradford said he is usually open to having conversations with prospective providers anytime.

“I’m one that you can email me, call me, or I might meet you on an expo floor,” he said. “I am always open to having those conversations because I don’t know when I might need to make a change. … I also might not have a need for the service at that moment, but I know someone else [in information management] who does have a need for that service right now.”

For Robbins, her biggest considerations when selecting a secure destruction provider is the provider’s strategy, mission and vision as well as whether the provider can listen to understand her needs.

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Bradford said his biggest considerations when selecting a provider are relationships, what references tell him about a provider, the number of service offerings provided and knowledge on the information management industry. Price is the final consideration, he said.

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