Taylor Wimpey is the largest British based housebuilding company and is one of the largest companies listed on the London Stock Exchange. Glenn was appointed as their cleaning contractor at their South Midlands Head Office in Milton Keynes in December 2010.
The Client’s Brief
Prior to Glenn’s appointment the standard of cleaning was poor and inconsistent; the morale of the cleaning staff was low and their work ethic poor. Glenn was chosen because of its reputation for excellent staff management, employee training, motivation and engagement.
Glenn’s Solution
Glenn introduced programmes for employee skills training and personal development. These, together with increased management involvement and supervision, gave the staff the attitudes, abilities and confidence to quickly improve their working methods and empowered them to provide a superior level of service to the client.
Training
Glenn recognizes that in order to maintain mutually beneficial partnerships with excellent customers such as Taylor Wimpey over the long term, they must, and do, invest in training and developing all staff as well as rewarding and promoting committed and talented employees. This investment in training and staff development has contributed greatly to raising standards of work and levels of customer service as highly trained and engaged staff continuously strive to improve and contribute more in their roles at every level of the organization.
Communication
Glenn identified that the poor and inconsistent standards that existed prior to the award of the contract was in large measure due to poor communication by the previous provider with the client and indeed with their own on-site cleaning team. This had led to a poor client relationship as well as a demoralized, unskilled and demotivated cleaning team who believed their efforts didn’t matter. Putting this right quickly benefited both client and cleaning staff immeasurably.
Taylor Wimpey’s Ann Havill
"We have been very pleased with the professional and conscientious service we have received from Glenn. They always go the extra mile to ensure the smooth running of the service provided and I would have no hesitation to recommend Glenn to anyone looking for a new cleaning contractor. "
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