We start this even before the contract is executed. Our sales department will not give quotes over the phone. We only quote what we can look at. We like to talk to every client, after visiting their facility, before placing a bid, to see exactly what they want. We want them to get exactly what they need and not a generic cleaning scope based on arbitrary formulas. We make suggestions on what we think would help them to obtain their desired result from our services.
After we receive an executed contract an operations manager walks the account with one of our franchise owners to ensure they understand the expectations, have an opportunity to gain some familiarity, and also ask any questions that may arise. We ask our franchise owners to be onsite with their employees for the first few cleans of each new account so that they can help them overcome any challenges that may arise. Every account presents its own set of challenges. Some are big and some are small, but they can all be conquered if teamwork is involved.
After the first clean the customer service is 2 fold. The franchise owner follows up along with the members of our operations team here at the regional office. We call the next business day after the first clean to make sure everything has exceeded expectations. If not we will monitor the account closely making service changes until the client is extremely happy with our service.
Moving forward the regional office will in either by phone or in person with each of our accounts about every 6 weeks. The franchise owners check in periodically as well. We have excellent systems in place to facilitate timely follow up so we can do our very best to proactively eliminate issues before they become problems. We will react quickly to any issue that are brought to our attention. We are happy to address any client requests. We strive to exceed expectations.