Client Relationships

We achieve good relationships with our customers by offering many avenues of contact both formal and informal, namely:

• Customer may call any Director on his/her mobile
• Office Staff may be contacted on direct lines by the Customer
• Cleaning staff are encouraged to liaise direct with customer to fix a problem expeditiously
• Customer Satisfaction Reports sent out bi-monthly assess levels of client satisfaction. Depending on the response, follow-up liaison is then made personally with the customer
• We undertake as a policy initiative to fix any problems or complaints about our work within 24 hours and - crucially - to inspect the re-work to make sure we have really fixed the problem.
• We give our staff really good training in customer communication: what not to do or say. EG How to respond to a negative comment in the cleaners log book.
• At quarterly management meetings performance for each customer is reviewed.
• In summary, we find that if we respond quickly and efficiently to a problem and don't allow it to fester, the customer forgives us more readily than if we drag our heels. We often revise work specs and rosters in response to problems encountered.