Posted by admin, November 08, 2017
To secure lasting customer satisfaction, it’s vital to get the groundwork right. This has been our guiding principle for almost 20 years, and it has never let us down. Here’s what it means to you, our customer, in practical terms:
As the Facilities Manager of a business or other establishment, you shouldn’t have to tell a cleaning contractor what to do. In fact, they should be advising you on what you need, based on their research into your specific needs.
By the way, their research should have begun before they even contacted you, to ascertain whether their skills would constitute a good fit with your business. Relevant information might include your location, the nature of your industry premises and any specialist requirements thereof, the number of your employees and the size of your premises.
That being said, what you certainly don’t want is a hard sell from your candidate cleaners. Life (and especially the working day) is too short to field bothersome sales calls from would-be suppliers.
Let’s assume that a successful transition has occurred between the contractor’s Sales and Operations departments. That means a seamless transfer of responsibilities based upon a full and proper understanding of the task at hand.
This where the real work begins.
The first priority should be to provide a ‘guided tour’ of your premises so that the new cleaning company can form a clear idea of the potential challenges involved, and any specialised equipment required to undertake them.
Be prepared, in these early days of the relationship, to schedule several meetings with your contractor. Issues that are discussed in advance are far less likely to turn into misunderstandings and disagreements later on.
You should also bear in mind that your cleaning company works for you, and not vice versa! It sounds obvious, but it’s up to your contractor to be flexible enough to work around your timetable and priorities. Above all, they need to be good listeners!
Now that you’ve laid the ‘foundations’ carefully and correctly, and you’ve met the contractors’ operational team who will be running the business day-to-day, you should make sure that they are fully- familiar with your premises. For instance, have they conducted a comprehensive health and safety assessment of the building, to pinpoint any potential dangers to their staff?
Once the cleaning company is embedded, they should conduct regular audits to reassure themselves, and you, that they are continuing to provide a first-class service.
The procedures suggested above reflect our own working practices. We never resort to high-pressure selling techniques.
We offer the widest range of specialist skills, with appropriate equipment – from high-level window cleaning, to sterile environments, to grounds maintenance.
We go to great lengths to recruit, train and retain the best people available.
Our managers have direct experience of working on the ‘front line’. Part of their training is in respecting the priorities of their customers, which in times of crisis may not be the regular cleaning of the building!
Our briefing and auditing processes are a benchmark for the industry.
So if you’re looking for a cleaning company that you can trust to deliver the very highest standards of service with the utmost discretion and sensitivity to your needs, then look no further. Call us today to arrange an introductory meeting.