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Contributed by AlturaSolutions Communications
Customer satisfaction is paramount in the professional cleaning industry. However, cleaning professionals typically work behind the scenes. They are not always sure what their customer thinks about their services.
With six months of the year completed and six months to go, July is the perfect month for cleaning contractors to meet with their customers - in person - and get some quality feedback.
"This is all about improvement and understanding,” says Robert Kravitz with AlturaSolutions Communications and a former building service contractor (BSC). “It helps cleaning contractors better understand their clients' needs, improve their services, and maintain strong professional relationships."
The best way to collect this feedback is with questions. Below are some essential questions contractors should ask their customers:
1. How satisfied are you with our service? (Might as well as get right to the point).
2. Are there areas you would like us to focus on more?
3. Is our current cleaning schedule working for you?
4. When you see our crew, do you find them professional?
5. What do you like most about working with us?
6. What do you like least about working with us?
7. Would you recommend us to other building managers?
8. If yes, may we use you as a reference? (Always ask permission to use a customer as a reference).
9. How could we make your life easier? (Addresses customer pain points).
10. What challenges might you face in the next six months, and how can we help you?
When asking for feedback, it's important to ask open-ended questions to elicit constructive and actionable responses, according to Kravitz. “Simple 'yes' or 'no' questions don’t work.”
Also, do not ask any questions about charges. This meeting is about the service, not what you charge the customer.
"In my 25 years in the business,” adds Kravitz, “I found that if the customer is happy with the service, they are more than accommodating if a rate adjustment is necessary down the road."