Office Cleaning- Winning with Customer Service

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Office Cleaning- Winning with Customer Service

Erin Meyer • July 30, 2015

The most important indicator of the success of a commercial cleaning business is medical cleaning tampa customer satisfaction over time. As business owners we have to understand when we are meeting or exceeding the needs of our customers and when we are not. Only when we have reliable feedback can we determine if our customers are happy with their service or adjust to meet their needs in a more productive way.

So how do we win this ongoing and ever changing battle for customer satisfaction? First, we visit often and make it clear we want an honest appraisal of how the client feels about the services they are getting. Have things changed in any way? Are there additional services that can be provided? Are you making yourself flexible and accessible on a regular basis. Many cleaning companies make regular visits to clients to elicit feedback but this should not be the only way you obtain information from clients about the quality of your service.

Provide a well-planned and well-constructed survey to solicit feedback. Unfortunately a typical survey typically gets only a 2 to five percent response and that is not enough to provide reliable feedback. There are some ways to improve this response rate including:

office cleaning tampa Surveys should be short enough to be manageable and specific enough to address individual businesses and clients. If you routinely clean medical facilities and schools and other types of offices, create a survey for each of those types of facilities and that will make it more likely clients will respond.

Do not send surveys more than once a year since research tells us such surveys creates negative responses. The flip side of this is that surveys sent out just once a year may not pinpoint problems in a timely manner so critical response time may be provided.

The most exciting and innovative way to better obtain client feedback is through the use of technology. Some web based systems to solicit and record feedback are being used to really open up lines of communication without face to face meetings that can be time consuming and hard to maintain. Clients receive one question a day and the system analyzes the feedback immediately, this gives managers time to respond very quickly to concerns and grow customer satisfaction. These programs are available and might be very worth the cost as it cuts down on instances where a quick response will save an account and better service clients.

Gator Cleaning Solutions will use every tool available to maintain and grow customer satisfaction since it is our overriding priority as we serve the needs of our valuable clients. Call us for a free estimate.

813-929-1122

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