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| | Customer Care | |
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| How to win a customer and keep them for a long time. |
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| 1: Do a good job every time as though it is a first time cleaning. |
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| 2: Keep your customer happy by: |
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| If it is within your contract or even if it is not part of the |
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| contract, but something that is easily can be done, |
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| just go ahead and do it. |
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| Be pleasant, be courteous, be prompt, always answer your |
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| phone or return phone calls quickly. |
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| Do not ever, not show for a scheduled cleaning without a |
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| phone call. |
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| Be professional in your appearance, conduct, speech and |
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| your dealings with your customer. |
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| 3: Communicate freely with your customer, if there are any problems |
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| either doing the cleaning, or with the facility, etc. |
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| Remember, to keep your customer it might take |
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| more than just simply doing a good job every |
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| time. You might have to build a relationship with |
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| your customer. |
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| Your good service can be easily replaced by someone who |
| offers a better price, if you do not have a good |
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| relationship with your customer. |
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| Chat with you customer once in a while. |
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| Remember their anniversaries or special events, and |
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| if you can, do something (even if it is small, such as getting |
| a card, or a gift (if it is allowed,)) and etc. |
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| Is it time to ask for a raise? |
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| You had this contract for many years and you |
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| feel that the contract price is too low. |
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| It is time to ask for a new contract with a higher |
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| contract pricing. |
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| However, make sure that you are providing an |
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| excellent service first before asking for a raise. |
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| 4: Happy customers will want to keep you as long as you provide good |
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| service. |
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| 5: Happy customers will also refer you to their friends, associates, etc. |
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| 6: Always ask for a written reference letter for future business. |
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| 7:Your company has grown and you have many locations with locations |
| Supervisors? |
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| Each location Supervisors must receive on going reminder |
| or training session on "Customer Care Program" and |
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| in turn train or remind each location employees the importance |
| of customer relations. |
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| Even if they do not speak English well to communicate, |
| they need to be trained on cleaning methods, principles, |
| rules, safety issues, and importantly on the matters of |
| customer relationships and what roles they play as representing |
| your company. |
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| Remember it is a team work ! Everyone is involved, from your |
| office staff, delivery person, location supervisor and employees |
| at the cleaning locations and etc. |
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| If team works together well, then company runs well and |
| prosper, if not company can suffer and lose money and |
| customers. |
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| Note: Do you know why most companies change their cleaning contractors? |
| Reasons: #1: Unsatisfactory cleaning jobs. |
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| Reasons: #2: They do no like the workers used at the location. |
| Reasons: #3: Thief or missing items. |
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| Reasons: #4: Price. |
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| Remember, it is difficult to find a customer, but it is easy |
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| to lose one very fast. |
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