Challenges With A "Plan A" Budget

When we refer to Plan A level cleaning, we are focused on outstanding results and providing sufficient manpower (labor) and equipment to keep the facility looking excellent at all times.  Although money is not an object in most cases, the customer can be very demanding with an attitude that since they are paying top dollar, they expect above and beyond service.  

In such cases, employees must be carefully selected, trained and supervised by a top level manager who has great communication skills and knows how to respond in a proactive manner before the customer brings up any serious issues.  One challenge to avoid is relying on the same attitudes and level of service being provided at a lowing paying, budget account.  In most cases, the customer will be quick to complain and slow to forgive any infraction, real or perceived.  

I remember a great paying contract where the owner of the company expected a perfect herring bone pattern in his carpet each morning and would threaten to cancel us without notice if there was the slightest error.  For a while, we struggled with how to vacuum the carpet and inspect afterwards without having to re-vacuum his office again.  

Finally, a wizened supervisor brought in a carpet rake, which the Quality Control person could use to touch up the carpet on the rare occasions that it was inspected.  We have a great team member maintaining his office who developed a working relationship with him and his secretary.  After some time we began to wonder if the secretary was actually covering for the worker since complaints all but ceased which made our lives a lot better.

Although we may wish we all had Plan A contracts, we must be prepared to deal with a higher level of service and be sure that the customer is satisfied.  We will continue to take a look at the differences in Plan A, B and C in future articles. 

Your comments and questions are always welcome. I hope to hear from you soon. Until then, keep it clean...

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678.314.2171 or CTCG50@comcast.net.