Doing prospecting and sales calls, I listen to a lot of facility managers who feel that "I complain, and nothing happens", or "they fix it once, but never check back to see if it stays fixed". We serve a large number of small to medium sized clients (we provide janitorial service in Phoenix AZ), and find that if we don't keep right on top of the service details, we're very quickly lost in a rapidly expanding thicket of information.
Over the years, we've developed a proprietary software system that lets us log and permanently retain a record of any issues, whether noticed by our daytime customer service team (we visit every client at least monthly), our night time inspectors, or the client.
When we log the issue, we also log check-back dates - to insure that the problem is fixed, both now and in the future. We log all issues same day, so that all of our staff has up to date information on our status with all clients. Our Operations Manager runs an in-service session with each crew monthly, in one of that crew's buildings, based on a data search of all that crew's client issues - so as to re-train based on deficiencies, not one-size-fits-all.
Should we have a security question, we can search for any security issues noted by crew or by client from when that crew or client started with us. Finally, we can chart and analyze a given client since they started. Long term, comprehensive record keeping, coupled with measuring Indoor Air Quality (to quantify the effectiveness of our dusting, vacuuming and HEPA filters) gives us a remarkably detailed picture of our service effectiveness.
Don't know how we'd keep track of all this without the database. But I suspect it would involve a whole lot of lost papers in dog-eared file folders.
A bit about us:
My firm, CBN Building Maintenance, provides commercial cleaning services in Phoenix AZ and the wider metro area. We've been in business since 1974; hold the BBB's A-plus rating; and have long been in the forefront of the industry in environmentally sensitive cleaning for health, safety and security. Our program can generally improve Indoor Air Quality, in the size range of most allergens, by a factor of 50%, as reflected in our ongoing IAQ sampling.
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