A Competitive Market
The cleaning industry has been one of the fastest growing service industries in the United States. According to a 2012 study by Marketdata Enterprises Inc., commercial and residential cleaning comprise a $78 billion industry annually! Low start-up costs – and the constant demand – support the commonly accepted prediction that cleaning services will gain at least a five percent growth between 2008 and 2018.
But just because you have a mop, a bucket and a vacuum cleaner doesn’t mean that you will succeed in the industry. There is more to providing cleaning services than just cleaning… customer service also plays a critical role!
The “Service” of Providing Cleaning Services
The Department of Labor identifies a number of typical tasks that commercial cleaning companies consistently provide. These often include:
- Sweep, mop and vacuum
- Clean and stock bathrooms
- Gather trash and empty trash receptacles
- Wash windows, walls and glass
- Carpet cleaning and floor care
- Dusting flat surfaces, baseboards and walls
- Light general straightening
You may be well-equipped to handle these tasks, but in order to stand out in the crowd of an increasingly competitive industry, you must also be prepared to tend to the other duties that go the proverbial extra mile, such as:
- Making minor repairs, as needed (such as changing out light bulbs or damaged ceiling tiles).
- Notifying managers when the building needs major repairs.
- Consistently ordering and maintaining inventory of cleaning supplies and consumable goods.
While many cleaning services focus on making a good first impression to get clients, it’s the ongoing impression of great customer service that keeps clients.
Ensure Your Customers Feel Heard
When it comes to the cleanliness and maintenance of their facility, your customers need to feel like they can depend on you to immediately meet their needs as they arise. They don’t have time to track you down or wait for you to respond to a note or email. They need the ability to submit their requests on the fly and receive an instant actionable response.
A great way to provide this type of communication for your clients is with a client portal. Work orders, client requests and comments can be easily submitted and quickly and accurately resolved. Client portal systems also automatically provide a documented history of all correspondences for future reference.
Pay Close Attention to Details
They say that “the devil is in the details,” and when it comes to providing cleaning services to your clients, this could not be more accurate. When your customers walk into their facility, they expect to find it in a better condition than they left it. So, you don’t ever want your customer to be the first to discover cleaning issues!
Your plate is full and it can be difficult to keep up with every little detail. Utilizing mobile inspection software to perform frequently scheduled and spot inspections to verify quality can:
- Efficiently report and specifically identify areas of deficiency.
- Produce and track custodial productivity trends.
- Provide Key Performance Indicators (KPIs) that can be used to hold staff accountable.
Get the Competitive Edge with Commercial Cleaning Software
The commercial and residential cleaning industry is only becoming increasingly more competitive. This means that it’s important (now, more than ever!) for you to do everything you can to make your customers feel highly valued and well taken care of.