Spent Sunday evening browsing my favorite bookstore (I know, I need to get out more often...).
Picked up Price & Jaffe's "The Best Service is No Service". Many good points; what most resonates, at least today, is that any time a client calls - for poor quality performance, late delivery, billing problems, lack of information (as provided by us) on what we do & how we do it - it is an indication of failure on our part. Other than (hopefully) asking to add services, the client should never have to call. So typical customer service "call centers" should mostly go away.
We' try to be pro-active on what we provide, and when we provide it, so the client always knows what's going on (we're in janitorial service in Phoenix AZ).
We also inspect aggressively, to find performance faults before the client notices, and then track quality reports to insure that faults are corrected and, often more importantly, stay corrected. We base our monthly crew re-training on those reports, looking particularly for repeating faults and for patterns across various facilities. We work to avoid "snowballing" problems; once something is fixed, it ought stay fixed.
"No Service" means the client should never have to worry about us - and never call except to invite us to the Christmas party. PS - that's Elmer in the photo.
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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