The following scenario takes place every day in the commercial janitorial services industry. A charming salesman shows up early for his appointment. With an effortless charisma that’s not too casual and not too pushy, he glides through his sales presentation with precision. The company representatives are so impressed with the salesman that they’re eager to sign a commercial cleaning contract. They like him, and they believe they’ll receive the high level of cleaning and customer service that he so eloquently promised. Feeling like they’ve just made a new friend, they sit and chat with the salesman about current events. Even though the meeting ran long, they return to their offices confident that they’ve made the right decision.
Cut to a few months later, and everyone at the company is frustrated with their new janitorial vendor. The quality of the cleaning is lower than they expected, but that’s not the worst thing. The primary source of frustration stems from poor communication. After repeated complaints and unanswered calls, there has been no resolution to mounting issues. Because his focus is on sales volume and not customer service, the charming salesman has moved on to other prospects. He knows that once the contract is signed, his customers are unlikely to switch to another provider. This is the “Turn and Burn” business model that has been tarnishing the image of the janitorial services industry for years.
You deserve better. By selecting a janitorial services provider that prioritizes effective communication with their customers, you can escape the Turn & Burn trap and start enjoying better cleaning services.
In addition to complaints about poor cleaning quality, poor communication is one of the major issues clients have with their janitorial providers. After the contract is signed, most cleaning companies fail to follow up with their lofty promises to provide excellent customer service. Communication is the key to excellent customer service. There are many reasons you might need to communicate with your service provider. There may have been a problem or cleaning deficiency that needs to be addressed. You may need to have additional items or areas cleaned, such as windows or carpets, that were not in your original contract. You may simply need to communicate new information or instructions. Perhaps the alarm codes or locks have changed.
Whatever the reason for the communication, it deserves your vendor’s immediate attention.
Communication between janitorial providers and their clients is a complex two-way process. Unfortunately, in this industry, there are many possible causes for a breakdown in communication.
When it becomes clear that poor communication with your janitorial services company is the source of the poor service you are receiving, here are a few things you can do to escape the Turn & Burn trap.
The best way to get the quality of customer service you deserve is to pay closer attention to how the commercial cleaning company conducts its business. Instead of being overly impressed by the sales pitch, ask probing questions that shed light on how the company values communication. Although finding the right commercial cleaning provider may take a bit more work on the front end than you planned, you’ll be less frustrated and have fewer headaches over the term of your contract. Here are a few qualities to look for in your next commercial cleaning vendor:
Ask about how they train their cleaning staff. How much contact do staff members have with their supervisors? Are they encouraged to communicate issues to their supervisors? How well do they speak and understand English and Spanish? Having answers to these questions will put you in a better position to manage your communications with the commercial cleaning company.
It’s difficult to predict just how responsive the cleaning vendor will be after you’ve signed a contract. Still, you can try to get an idea of the value they place on their clients’ satisfaction. Do they have an emergency telephone number? What policies and procedures do they have in place to help facilitate effective communication and problem resolution?
Efficient Communications System
In this age of advanced technology, there is no excuse for not having an efficient communications system in place. Look for a janitorial provider that has invested in implementing software for handling communications with their clients. With such a system in place, messages are never lost and there is a constant record of inbound and outbound communications.
Over the years, iNX Commercial Cleaning has listened to the many complaints that facility managers, building operators, and business owners have had about their janitorial vendors. Using this knowledge, we’ve developed an effective approach to satisfying customers.
Starting with a clear understanding of the needs of each customer, iNX develops a customized, detailed cleaning program for your office or workplace. Next, your iNX owner-operator leads his or her team during each cleaning, and ongoing training is emphasized so that the program can be carried out consistently. To ensure effective communication with customers, iNX utilizes state-of-the-art technology that channels messages of any level of urgency to the proper recipient in a matter of minutes. With satisfaction surveys, frequent check-ins, and quality assurance evaluations, we hold our franchisees accountable by measuring their results. With these elements in place, iNX can continually measure performance and make adjustments in response to customer feedback. It’s no secret- better communication results in better commercial cleaning services for your office or workplace facility.
Are you interested in learning how iNX cleaning services can help improve the health, safety, and appearance of your business? Fill out this online form or call 1(888) TEAM-iNX now!
How many times have you thought you had a reliable commercial janitorial service provider, only to wind up replacing them in just 10 months? It’s frustrating trying to find a service that doesn’t create more problems than solutions. We know — we’ve been there. And to save you the trouble, we’re giving up our best secrets so you can put an end to the revolving door of commercial janitorial providers and find reliable, consistent cleaners.