Quality Assured Contract Cleaning Service in brief
In-depth mapping of the customer’s wishes and needs on cleaning service
We start off by mapping out the exact wishes and needs of each potential customer. We want to find out THEIR individual experiences, wishes, fears, upsets, and hopes for what constitutes a high-quality contract cleaning service.
We want to give each customer the chance to evaluate on his own terms whether the Quality Assured Contract Cleaning Service is something that he LIKES... something that would SOLVE the eternal-seeming problems he has had with all previous cleaning services.
We also aim to evaluate for ourselves whether or not we can HELP this potential customer with our service model... and we will inform him IF we don’t honestly think we can help him.
The Quality Assured Contract Cleaning Service is only for those customers who want a top-quality cleaning service and can appreciate the value of such a long-term solution.
Tailored quote based on what the customer really wants
Based on interviews with the customer and a visit to his premises, we then create an individual cleaning proposal tailored to his exact needs and wishes. It’s usually priced slightly above general cleaning services but, if you compare the quality to the cost, I think you’ll find that it’s more value for money.
After all, you’re looking for a SOLUTION, not the same set of problems that you’ve had with most previous cleaning services, right?
Our solution ISS a solution and we actually guarantee even in our contract to produce ONLY solutions to our customer NEVER problems.
It’s advisable to take into account the time and effort that the Quality Assured Contract Cleaning Service SAVES you (to say nothing of added job satisfaction), instead of just comparing the COST of each proposal.
Every cleaning quote contains a different number of service hours and, above all, its individual level of caring for the customer AND being accountable for producing an end result which the CUSTOMER finds desirable.
Our solution is based on special, ironclad guarantees for the customer so you know you’ll always receive exactly the kind of cleanliness you’re expecting, if not even more.
Therefore, please take these things into consideration when comparing cleaning proposals.
Three-tier assignment of areas into zones based on their importance to the customer
Our Quality Assured Contract Cleaning Service is based on dividing the customer’s premises into three separate priority zones based on how important the quality and continuance of cleanliness of each space is to the customer.
Thus, areas which are seen by visiting clients would usually be assigned the Top Priority classification and cleaned with in-depth methods and as often as possible during the week. Similarly, washrooms and perhaps the kitchen and lunchroom might be included in this category, for which we assign enough service hours to maintain a high standard of cleanliness throughout the week.
The areas with the Top Priority classification are cleaned to standards well above the cleaning industry average.
Usually, the office rooms and out-of-sight corridors and such areas are designated to the Normal Priority, which basically means the normal standard of cleaning. These areas are cleaned normally and not as often as those in the Top Priority classification, and retain their cleanliness throughout the week provided that employees tidy up their desks and generally participate in straightening up any disorder that may incur between the designated cleaning days.
Then spaces which are seldom used or require less perfect cleaning, such as loading docs, mail room, filing room, and so on, are designated the Low Priority classification. These spaces are cleaned least often and they’re assigned the fewest service hours.
Each classification contains several cleaning frequencies so that in reality any space, regardless of which classification you assign to it, can be cleaned more often or seldom depending on your needs.
This three-tier priority classification makes it possible to cut costs WHILE maintaining a much higher level of cleanliness because the cleaning is done where you want it most, and spaces which are most important to you will also be given the most attention in the cleaning work.
As an end result, your premises will be cleaner and more representable, maximising the functionality of the spaces so that the cleaning service helps you optimize the efficiency and job enjoyment of your team.
It is also easy to modify the cleaning contract later if you want some area cleaned more often or find that it could do with even less cleaning.
A contract which describes the service and the responsibilities in minute detail
Within our Quality Assured Contract Cleaning Service, all of our responsibilities are listed in detail in the contract. Similarly, the Work Order attached to the contract specifies each area of the cleaning site, listed by their priority categorization, describing not only how often the individual space is to be cleaned but also the METHODS of cleaning.
Furthermore, the Work Order also lists the END RESULT that the customer can rightfully expect for each individual area in terms of appearance, standard of cleaning AND continuance of cleanliness throughout the day or week or month, depending on the priority categorization.
This way, you know exactly what you’re receiving for your money and can easily verify in minutes that we have delivered what we’ve promised within the contract.
All in all, the Quality Assured Contract Cleaning Service offers a whole new level of control for the customer over the service.
You can be secure in knowing that you receive what we’ve promised and you can easily monitor and/or spot check any area you wish.
Training the crew for the cleaning site to deliver the tailored service
Within our Quality Assured Contract Cleaning Service, we train our cleaning crews to each cleaning site specifically, going through the site with the crew to teach the cleaning of every area in every priority classification, teaching the crew to perform the cleaning work according to your exact wishes.
Furthermore, we also train our crews for customer care and service attitude so that they will serve you with solutions and create no problems.
We aim to have our crews perform their work in an unobtrusive manner and with politeness so that there’s minimal disturbance to your work and efficiency.
We also screen our applicants in order to hire only people who are suited for a profession in service.
Because of our training and customer-satisfaction bonus pay scheme, we have successfully retained our cleaning personnel on a ratio higher than average, which means that same cleaners stay on their site for longer, making for far fewer changes of personnel.
Appointing a contact person for the customer
You will be appointed your own contact person whose task is to REPRESENT YOUR INTERESTS within our cleaning company.
This person will contact you regularly to find out your current view on the standard of the cleaning and also so that you can rely any wishes and requests to him/her without having to call us.
Monitoring the quality of the cleaning service continually with a realistic and functional system
Many cleaning companies included a paragraph into their contract by which they supposedly independently monitor the quality standards of their cleaning work on the site.
However, this habitually included claim is usually nothing but an empty promise because such monitoring can only be successfully performed if the CUSTOMER is giving the feedback on regular basis.
And the customer cannot do that unless he is given TOOLS for such evaluation, tools which are both easy and quick to use.
For this purpose, our Quality Assured Contract Cleaning Service includes many such tools, for instance...
Weekly cleaning quality evaluation form for the facility manager, asking for a quick evaluation of the cleaning in each of the three priority classifications on weekly basis so that any problems can be dealt with immediately.
Monthly cleaning evaluation form for the desk-holding employees of the customer, asking each staff member for their view on the cleaning of their immediate surroundings, so that any issues of dissatisfaction can be dealt with regularly, thus minimising the workload of the facility manager.
A checklist for verifying that cleaning is performed per contract, to be used by the facility manager at will. This is an in-depth description of each individual space in each of the three priority categories, listing the cleaning actions and the RESULTS which you can expect to see in those areas.
This special checklist makes it easy to spot check any and all areas at the time of your choosing within a minute or two.
Regular customer-satisfaction surveys, each created with the “tick a box” principle to save your time while probing deeply into the true satisfaction toward the cleaning in order to find ways for improving the service so it produces predominantly favourable reactions in your personnel.
Informative notices and forms in various areas of the site: Subject to your approval, we shall post a few informative notices in specific areas of your premises in order to inform your personnel about cleaning of those spaces and elicit their participation in keeping those spaces optimally clean by picking up after them.
These forms will help your personnel understand the strengths and weaknesses of cleaning so they know when there’s a true cause for complaining and when the shortages are dependent on the nature of (or the number of allocated cleaning hours for) the cleaning work.
The end result is a more sustainable all-round cleanliness and a lessening of those complaints which aren’t based on valid reasons... all of which will diminish the unnecessary parts of the facility manager’s daily duties.
These and many other systems will ensure that the monitoring of cleaning standards within our Quality Assured Contract Cleaning Service is not just a cliche but a real and functional system proven to unearth and correct any aspects of the cleaning so that the customer receives exactly the kind of service he wants.
Quality Guarantee protecting the rights of the Customer
To further ensure optimal customer-satisfaction, the Quality Assured Contract Cleaning Service includes an ironclad quality guarantee for the customer.
This Quality Guarantee is explained in detail in our contract, but for the purpose of a brief presentation, here are its main parts:
1. Customer’s view of the circumstances in any complaint is
always accepted at face value
This means that we commit ourselves to accept YOUR word for any mistakes, omissions or other issues as the truth WITHOUT any attempt to argue or bring forward an opposing view whenever you file a complaint about our services.
This will remove all negativeness and unpleasantness from the complaint procedure on both our parts and act as a foundation for mutual trust in our cooperation.
Within the Quality Assured Contract Cleaning Service, you will NEVER have to justify or explain the reasoning behind your complaint but we will simply accept your word and treat your complaint as valid always.
2. We shall correct the mistake immediately or, if that’s not
possible, refund you for 1-20% of that month’s cleaning bill
There are no if and buts about this:
We will correct the mistake specified in your complaint or, if that’s not possible due to time-sensitiveness of the omission, we shall estimate the degree of the damage together with you and, after reaching a mutually agreed refund percentage between 1-20% of that month’s cleaning cost, refund this in your next month’s cleaning bill.
These two ironclad customer rights make the Quality Guarantee within our Quality Assured Contract Cleaning Service the first truly functional warranty of high cleaning standards within the industry.
It will empower you, the customer, and give you the control over the cleaning work.
Combined with the monitoring system, you will be on top of the cleaning work continually with minimum time spent on this aspect of your duties... and you’ll have the final word and full certainty of having the reigns firmly in your hand.
Cleaning crews’ Customer-Satisfaction Bonus Pay Scheme
To make our Quality Guarantee even more functional, we have a special bonus pay system for our cleaning crews. This bonus is based on the customer’s satisfaction to the cleaning work the crew performs during each month.
Obviously, the degree to which the cleaning crew adopts a positive service attitude toward the customer will govern the quality of their work to a good degree.
By introducing a bonus pay scheme we can motivate our crews into developing their service skills continually and to take pride in their work.
Of course, our cleaners receive the bonus ONLY if the customer has been fully satisfied with the cleaning work for the whole month.
What you gain by securing the Quality Assured Contract Cleaning Service for your premises
Compared to any conventional cleaning service, the Quality Assured Contract Cleaning Service will produce FAR fewer problems for the customer while, due to its structure, constantly adjusting the service to meet your wishes and expectations even more closely.
Due to its three-tier priority classification and high cleaning standards, your premises will have an optimal level of cleanliness while maximising the efficiency and presentation of the spaces for your team.
Thanks to its monitoring and control systems combined with the complaint procedure and the Quality Guarantee, the workload of the facility manager will be significantly reduced WHILE helping him/her manage the cleaning function far more efficiently.
You’ll receive a better end result of cleaning, more continuous cleanliness, a prolonged life for any surface materials while saving time and money.
Above all, the Quality Assured Contract Cleaning Service is carefully developed to bring the customer only SOLUTIONS and never problems.
If you take all these factors into the equation and decide to choose a cleaning service which will not disappoint you then we believe that your best choice is our Quality Assured Contract Cleaning Service.