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Posted by Glenn Cleaning, December 12, 2017
One of the statistics we are most proud of is our 95% customer retention rate. We work hard to ensure that our customers are satisfied, that we address all of their cleaning needs and we aim to go above and beyond wherever we can.
Operations Manager, Jeanette Tindale has worked for Glenn since March 2015 and is a vital part of the management team. Jeanette’s here to tell us in her own words how she goes that extra mile to make sure the clients she manages receive a first-class service.
What’s your typical day as Operations Manager like?
It’s a real variety with no two days the same. My job is to ensure that we are consistently delivering the very best service to all our customers. That means if there are any issues, it’s my job to get them sorted straight away so that, for our clients, their service is uninterrupted. It means I need to be quite agile, customer-focused and quick at making decisions.
What do you love about your job?
One thing we really understand here at Glenn Cleaning is that no two clients are the same so what I really enjoy about my role is tailoring our service to completely match their needs. For some, the cleaning requirements are obvious but we’ll always try to give some further recommendations as well; to really enhance the service they receive.
I also love the team of cleaning staff that I manage. They are all so dedicated to their job, and take pride in delivering the very best service. I think that’s essential for any cleaning team a business brings in. You have your own work to do, you don’t have the time to be watching what someone else is doing and with Glenn Cleaning operatives you really do get that confidence that they know what they are doing.
Training is a key part of Glenn’s ethos, how do you think this influences the service Glenn provides?
At Glenn we have always understood and valued the fact that a skilled workforce is one which delivers a first-rate cleaning service, so we invest in our teams. That’s not just ensuring they have great cleaning skills but it’s also to boost additional skills, such as problem solving, so they are ready to tackle whatever might happen. I think it’s something that makes us stand out from our competitors.
How often do you meet with your clients?
Either myself or one of my team will aim to check in with our clients at least once a week. I think that’s the perfect balance between ensuring that clients don’t feel contacted too often, but know that there is someone on the end of the phone and always open to talk about any issues or additional needs. To be honest, most of the time these catch-ups are quite short as I’m pleased to say there is rarely anything which hasn’t already been addresses. In addition, we also aim for regular face to face meetings where plans for the coming months are established.
Finally, why is client feedback so important?
Client feedback is a vital part of our business. We pride ourselves on identifying issues and resolving them immediately so we always have great lines of communication with all our clients. But, honest, open feedback is crucial as it helps us to continually improve our services so we’re always asking our clients to tell us what they think of what we do.
If you would like to know more about how Glenn Cleaning and Support Services could support your needs then please get in touch.
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