Posted by admin, March 16, 2018
When you’re talking about a complicated service offering, it’s usually a case of swings and roundabouts: They’re great at this, but they’re not so hot at that.
Well, we’re inviting you to come up with a formula that would satisfy all your requirements, with no gaps or weak spots.
We’ll give you five suggestions to get you started. But if you disagree, or you’d like to add something, just give us a call on the number at the end of our list and we’ll give your suggestions our serious consideration.
Sounds obvious, doesn’t it? But, what is quality? Actually, it’s a blanket term for many different aspects of a complete service. These include the selection and continuous training of every member of the cleaning staff; the skill and dedication of management personnel; the standard of the cleaning products used; the systems employed for the monitoring and on-going improvement of service, and many other factors besides.
Glenn’s extraordinary client retention rate of 95% is, we believe, largely attributable to our ‘quality first’ culture, which cascades down through the organisation from managers to ‘front line’ staff.
Saying what you’re going to do, then doing it: It sounds like the very definition of a service provider, but our industry doesn’t always deliver on it.
This is why reliability is fundamental to the Glenn ethos. You don’t have to take our word for it – our customer satisfaction rating (4.5 stars out of 5) suggests that we’re doing something right.
Integrity – the possession of firm principles – is the cornerstone of any relationship and in business forms the basis of lasting success. Clients rarely even meet the people who clean their premises, so complete trust is vital.
Glenn attaches such importance to integrity that we really only want to work with client organisations that value it to the same degree. In fact, why would a customer choose to work with a supplier that is not 100% trustworthy?
You simply can’t build a stable, fruitful relationship unless a proper level of respect is operating at every level. In our industry, this involves respect between customer and account staff, and between the cleaner’s management and employees. It calls for politeness, understanding and consideration from all, especially in stressful situations.
Glenn’s commitment to a culture of mutual respect is undoubtedly the secret behind our extraordinary staff retention rate – 83% in an industry that is often characterised by a high turn-over in employees. It produces a greater level of expertise amongst our workforce, and a high degree of motivation to ‘go the extra mile’ when circumstances require it.
Attention to detail
The difference between an acceptable job and an outstanding one is often a combination of small but important details: spotting a problem and fixing it before you’re asked; researching and applying a new technology that can improve your performance in a particular task; suggesting a solution to your client that will prevent a cleaning issue from developing in the first place.
At Glenn, our aim is always to stay one step ahead of the game – to provide more than our clients expect in terms of commitment, expertise and ingenuity. Which is why we have stayed at the top of our game for twenty years.
Now it’s your turn. What would you expect from your ideal cleaning partner? If we’ve forgotten something, tell us. If not, then shouldn’t you seriously consider hiring us?