Businessman pressing smiley face emoticon on virtual touch screen. Customer service evaluation concept.

Unlike other types of services, the need for cleaning will never go away in facilities — which is something any building service contractor (BSC) can take solace in. The caveat, especially in the past two years as the pandemic puts an unprecedented spotlight on the industry, is the growing number of available options end users have. Simply being able to clean adequately and in a timely manner may not be enough for a BSC to keep a client compared to even just a few years ago. This is where quality of service becomes imperative, and one of the best ways contractors can differentiate themselves from other players in the game. Along those lines, Forbes recently penned an article detailing three distinct ways companies optimize customer service.

Organize Internal Communication: It seems like a given that employees need to be on the same page to ensure quality service, but there are steps that can be taken when it comes to how instructions or information is shared among a team. By having team meetings at the same time of each day and same days of the week, employees can get accustomed to a routine and have opportunities to share insights or ask important questions on how cleaning tasks get done or equipment is used or maintenance. Companies should also consider automated tracking systems that can document reminders or questions so they aren’t forgotten. 

Operate From The Customer’s Perspective: Especially with today’s elevated cleaning demands, it can be easy to forget to return a call or even check an inquiry quickly enough in the midst of day-to-day responsibilities. The reality, however, is customers don’t care about how busy a company may be — quick response times are still a basic expectation for them. By establishing benchmarks, such as parameters for returning calls, it can help employees better prioritize service not only in a timely manner, but by asking the right questions of what services they likely need or should be recommended. If your BSC isn’t prioritizing service, somebody else is. 

Proactive Hiring: Many businesses throughout the cleaning industry are often reactive with their personnel instead of proactive. They may have eventually hired an HR representative to focus on hiring, or a service rep to accommodate an influx of requests from prospective clients, but it may have been after the demand shift when many opportunities fell through the cracks. By anticipating market trends, BSCs can have the necessary staff and make the most of opportunities that the pandemic has provided from a client services standpoint. Sometimes this is a risky proposition for a budget, but it can pay off in a big way on the back end. 

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