By Mirela Ciobanu, Key Account Director at JPC by Samsic
Building and maintaining relationships is the most important part of my work. I learned this very early in my life when I arrived in the UK in 1997. I didn’t speak English, and I had no choice but to start from scratch. I took a job cleaning rooms because that was what was available, but I knew I wanted more. I wanted to build a life where I could be proud of myself and where I could look after my family. Even when I was a room attendant, I saw how people responded to kindness and respect. That is the foundation of every relationship, no matter what role you have.
As I worked my way up in the hotel industry, I realised that strong relationships were the only way to succeed. Dealing with clients, you have to listen to them, understand what they want, and then deliver it without excuses. But it’s not just about the clients. You have to look after your team too. If someone on your team doesn’t feel supported or trained properly, then your whole operation suffers. That’s why I have adopted these values and always treat my team like family. I hug them, I listen to them, and I make sure they know I value them. Even when I moved into Facilities Management, I kept that same mindset that I begun developing at early stages of my career.
When I joined JPC by Samsic, I saw a lot of potential, but I also saw that the teams weren’t working as coherently as they could. My first goal was to bring everyone together. That meant talking to people, really listening, and helping them see how important they are. It took time, but now I can see the difference. At Broadgate, we have grown from low multi-million-pound contract to a much bigger portfolio, and that growth happened because we worked as one team. My team know they can always come to me. They know they can call or that they can text, and they know I will always find time for them. That’s how I have managed to build and retain trust.
With clients, the same approach works. I like to sit down and watch how people move, how they talk, so I can figure out the best way to work with them, understanding who I am talking to and their goals, provides me with the insight I need to then deliver what has been asked. Some clients are demanding, and some are more relaxed, but essentially everyone just wants to feel heard and respected. I make sure to stay personally involved. If British Land, our client, wants something done, I’m already thinking about it before they even ask. That’s how I believe you build a relationship that lasts.
Of course, it’s not always easy. I’ve learned to step back and think about what I could do differently when something doesn’t go to plan. I always come prepared with a backup plan, and I avoid making excuses. I take responsibility for the work my team does, even if I wasn’t the one who made the mistake.
It is also important to understand that building relationships isn’t just about work. It’s about caring for people in all areas of their lives. Recently, when one of my team members was diagnosed with breast cancer, we made sure she still had her salary and adjusted her duties so she could focus on her health, we also set up and conducted a 10K walk fundraising for the Pink Ribbon Foundation, raising money for a cause close to our hearts. We previously also raised money for her wigs and makeup, we understand that small acts of support can be so valuable for our team members, especially during tough times. We have several different instances of situations like this but that is what makes JPC by Samsic’s approach different. We look after each other like family.
If I had to describe my approach to relationships in one word, it would be respect. I respect the people who clean the toilets the same as the people in the office. I respect the clients who rely on us to keep their buildings perfect. I respect the people who have trusted me to lead them. Every day, I bring energy and a smile to my work because I know that’s what people need and as part of senior management, this is very important.
I have always believed that if you keep your head down and stay focused, you can overcome anything. That is what I have done my whole life. My journey from a room attendant who didn’t speak English to a senior manager looking after millions of pounds in contracts was only possible because of the relationships I built along the way. That is what I am most proud of and wish to carry on with my long future ahead with JPC by Samsic.
