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Janitorial Made Simple: Office Procedures and Customer Service

Janitorial Made Simple: Office Procedures and Customer Service

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Janitorial Made Simple: Office Procedures and Customer Service

Length:
98 pages
53 minutes
Publisher:
Released:
Dec 14, 2014
ISBN:
9781311951960
Format:
Book

Description

"Office Procedures and Customer Service" is the second book in the "Janitorial Made Simple' series. This book will help you to provide high-quality and expert janitorial and maintenance services to your clients. You will learn how to:
--Focus on the administrative inner-workings of your business
--Implement operational and reporting procedures
--Maintain quality control and financial record-keeping
--Build quality control strategies
--Improve customer satisfaction and fulfill service requests
--Provide excellent customer service

Publisher:
Released:
Dec 14, 2014
ISBN:
9781311951960
Format:
Book

About the author

KIM GARDNER is an expert in the janitorial and building maintenance and service industry. He has over 29 years of service and experience procuring and fulfilling government (federal and state), commercial and private contracts (to include industrial, retail, financial, educational and medical institutions). Over the years Gardner has honed and developed concise and methodical methods of cleaning. His teaching methods, training and consultations has helped new and existing business owners service and coordinate the activities of their business. Through his guidance, they learn every detail of the cleaning business, from accounting principles, marketing and generating new business, to supervision and delegation of work details for cleaning crews. He helps others to: --Develop operational office procedures to insure company growth and longevity; --Understand corporate structures, trademarks, infringement and territorial rights; and --Utilize effective advertisement and marketing methods through multiple media sources. Through his company, MJM, Inc., he has also provided janitorial franchise opportunities to the public. Franchisees learned corporate structure, obtained on-site instructional courses for certification, and initial contracts that were secured to help them get a jump start in their business. Gardner has always been dedicated to helping others utilize techniques to expedite the cleaning process, provide quality assurance, and perform with integrity. For himself and those he mentors, there is a "Gold Standard" that has been set. And that standard is "To be the preeminent janitorial maintenance company provider of quality service that inspires and empowers personnel to reach their full potential." GOVERNMENT CERTIFICATIONS (SBA)8a Certified (DBE) Certified SCMSDC MBE Certified


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Janitorial Made Simple - Kim Gardner

AUTHOR

INTRODUCTION

Conventional and private cleaning companies account for 90% of the total market. However, they experience the largest turnover, losing up to 50% of cleaning contracts annually due to lack of quality service and non-performance. The information in Office Procedures and Customer Service will help you to avoid a number of problems inherent with conventional cleaning services, such as:

-- Lack of management supervision

-- No professional quality-control procedures by supervisors

-- Inconsistent service levels, resulting from high turnover and untrained workers

-- Lack of professional management concern for customer satisfaction, and

-- Breakdown in communication for customer-service requests.

You will learn to focus on the administrative inner-workings of your business that deals with operational and reporting procedures, quality control, and financial record keeping. When your business is organized, then you will be able to generate and implement: Customer log books, evaluation tools, as well as site inspection and quality control strategies.

As a professionally managed, comprehensive janitorial and building maintenance provider, you must have a vested interest in your business. The pride of ownership will enable you to provide consistent, above-average customer service.

Chapter 1: Office Procedures

Being your own business owner is actually an enjoyable part of work itself. There are two kinds of people in the world -- those who work for someone and those who have someone working for them.

You have a personal life, but because you are in the service industry you must be available. Begin your day early and don’t end your day until your work is done. You’ll grow stronger and faster for it. Make yourself available on Saturdays, too, because customers may try to reach you then as well.

Make it a point to have all your communications (cell phone, office and home phones, answering service or machine), available and turned on making sure that customers can reach you at all times. If you’re suppose to be open for the day, be open, if you’re supposed to open at 7 a.m., then open at 7 a.m., not 7:15 a.m. When a customer calls with an emergency (his pipes broke, and he needs a fast dry-vacuum) or someone calls to ask about you doing a big job for them the next day, the last thing they want to hear is I’m sorry. Mr. Business Owner is out to lunch … The customer wants you now, they want a solution now and they are willing to pay for it now, so you want to be there when their call comes in. This also serves the purpose for having a separate business line in your home (if your business is off-site) because customers want to reach you now, not tomorrow. They’ll just move on to the next company if you can’t be reached.

Suggested Office Hours

You should make yourself available twenty-four hours a day, seven days a week, including holidays if requested. Decide on some standard business hours (for example 7 a.m. to 5 p.m.), but you should plan to work outside of those business hours when necessary.

During the day, there is job bidding; walk-through's service calls, follow-ups and customer concerns to see about. At night and after hours is when most of the cleaning of offices and buildings gets done.

Holidays and weekends are generally when extra work like floor care is done because that’s usually the only time you can get into the building to strip the floors, or shampoo the carpets, wash the walls, ceilings, etc. Extra work takes longer and requires more time to complete.

As far as service calls or walk-through's are concerned, they will mainly be conducted during the day between the hours of 9 a.m. and 5 p.m. This happens to be the best time for the customer to show you the premises and talk to you about their needs.

Maintaining Customer Lists

Creating and maintaining customer lists is a very important factor in the success and growth of your business.

As you get set up, you will need to maintain the list of customers your business is acquiring. Setting up a filing system will help you organize your customers and store necessary information on them so you can retrieve it when you need it. You will want to write down every prospective customer you come in contact with. Whether it’s the owner of XYZ Company or the night security guard, ask for a business card whenever possible.

One highly recommended filing system is the standard index card box. It’s simple and easy enough for you to retrieve the information you need. Typically, you will have a box and a set of 3x5 or 4x6 index cards (preferable). Back up this customer list digitally on a spreadsheet. The manual and digit list files are back-ups for each other. The following information should always be maintained on your digital list and index cards:

--Date of initial contact

--Prospect’s name

--Prospect’s company name

--Company phone number

--Location of premises

--Do they have a cleaning service now?

--How many days per week is service provided?

--Type of company (leadership, medical building, school, etc.)

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