Cleanfax, July 2015

CLEANFAX COM JULY 2015 Cleanfax 21 or areas of concern that may need special attention You can also include your crew leader in the emails which insures no misunderstandings Of course show up on time doing exactly what you said you would do Have the crew put down any and all notes of interest on the job ticket They may report that a door was locked or a spot did not come out as well as you had hoped anything that is significant This job ticket needs to be the first thing either you or a salesperson looks at early in the morning In fact the job ticket needs to be read before your contact comes to the office so that you may send an email in the morning informing them how the job went and any problems encountered After your first service plan a walkthrough with the customer within a day or two of the work should be performed Many companies will do this walkthrough every time During this time with the customer really look at the carpet to determine your effectiveness Even if the customer loves the job results you are the expert and should plan any changes needed whether it is doing more by soiled doorways or including other areas that need to be done next time For the next services you should keep up the emails before and after After the third service perform a quality control walkthrough in which you use a form to grade yourself and your companys performance This report should be sent to your contact with notes as you want to be an open book with nothing to hide In fact you may make suggestions such as changing the chemicals or adding pile lifting by doorways at no additional charge You can even let your contact know that your crews notes suggest the elevator lobby be extracted every time instead of twice a year as planned and youll now do it six times you may charge extra for this During the year you will also send out emails just to tell them what you are up to not requiring any reply but just offering company information such as 1 You held IICRC training for your entire staff 2 You found important carpet mill and maintenance news 3 You have had no job related work comp claims theyll love this 4 You donated to a charity in their name as a thank you for the business 5 You wish them a happy Thanksgiving send flowers to the office 6 You went to a conference let them know if it was on cleaning greening facilities etc and give them a quick note telling them what you learned and how it will help you better understand your business Become a resource for your contact maybe they do not know a marble care expert or there is one rug in the lobby that needs to be sent out Keep up the emails the quality control inspections and noticing things for your customer Kitchens and coffee areas are often neglected so make the suggestion that you would be happy to include heavy cleaning of them Maybe you saw a new carpet cleaning system or product Ask their permission to try it out on the companys carpet and monitor the results In essence let them know youre paying attention to them and anticipating their needs before they know they have them A word about the janitorial companies in buildings you clean Do not make an enemy out of the night cleaning company Sometimes it is very difficult to like the night cleaning company as they may even undermine your service by misreporting things to your contact For instance they might say you used a bonnet to clean last night when you never did Stay positive with your contact and perhaps meet with the janitorial supervisor to let them know you want to work together and you have no plans of bidding or taking over the night cleaning A word about security personal Never argue with them even if they cannot find your name on the night roster and must turn you away You might even bring them a cup of coffee just to keep a good relationship Look See Observe Communicate You really have come a long way baby now do the things necessary to stay there z Photo in this article tang90246 iStockPhoto pg 20 top