" Just What is GOOD Enough? "
Although this was written for any
Owner/Managed Company
We at World Class Cleaning agree with every and all aspects
of information provided below.
Determinants of Service Quality
1. Reliability: Consistency of performance
and dependability. Many of the factors promoting reliability
are
common to overall success. We employ back up systems and
personnel to insure that an adequate supply of workers are
available to complete the job.
2. Responsiveness: Willingness and
readiness to perform services. Our managers, and all personnel
are encouraged to work under a “spirit of service”. We understand
that our customer’s would not need our service, if they
never had problems. We teach our personnel to understand
and appreciate the term “job security”.
3. Competence: Possession of skills
and knowledge to perform. Our management team benefits from
some of the most knowledgeable resources in the business.
We are confident that there is no cleaning situation that
we cannot manage!
4. Understanding: Knowing the customer's
needs and requirements. We know how to listen.
5. Access: Approachability and ease
of access to management. We return phone calls.
6. Communication: Providing the customer
with effective information. We retrieve a huge amount of
information from our operations’ people.
7. Courtesy: Friendliness of
personnel and ownership. We know how to handle complaints.
We strive to be “peacemakers not troublemakers”. We find
answers, not excuses.
8. Credibility: Trust and personal
characteristics of personnel. We have experienced recruiters
who ask pertinent questions, check references and conduct
background checks on all new hires. We require all help
to speak English and even have several personnel that are
bi-lingual.
9. Security: Safety, financial
security, and confidentiality.
10. Tangibles: Physical evidence of
service. Reports, inspections. . We want our customers to
know what we are doing for them. Our customers know when
to expect specific work items.
According to surveys customers
expect quality to be served at three distinct levels.
Customer Performance Levels
“We can do what we say!”
1. The implicit or “expected
“ level of cleaning must be determined at the point of sale.
Indeed, within
our system “Quality begins at the point of sale”! An accurate
assessment and bid are an absolute necessity.
We use a custom designed, experience based spreadsheet to prepare
all bids.
2. Explicit or negotiated value extras, require the
experience of a highly professional bidder.
You can trust our company to recommend only those services that are
beneficial to the building.
3. Providing latent, unexpected service or performance is
a main goal of our companies.
We want long term relationships with few complaints, and we are willing
to spend the time and
money necessary to insure those characteristics.
Response to Complaints
"We want to be part of the solution, not part of the problem"
1. When corrective actions do not
meet customers expectations. We make our customers feel
comfortable
when they are making us aware of a problem. We strive not
to be defensive. We want to be problem
solvers not problems makers.
2. Corrective actions must meet the
customer’s expectations so (the problem is corrected.)
3. Corrective actions should exceed
customer expectations so that (the problem is made into
a positive experience.) Our main goal is to exceed customer
expectations at every level and location.
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