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simonhaskell

14 Aug 2019, 20:15

Good Management – The Key To Customer Satisfaction


Any company that outsources their cleaning to a contractor does so knowing full well that they are paying a premium compared to hiring in-house cleaners. The reason being, that they expect the contractor to effectively manage the task on their behalf and take that particular pain away from them, so that they can focus on what they do best.

Recruiting, training and managing staff; sourcing the right equipment; maintaining excellent service standards; and staying on top of the latest environmental and legislative best practices is a headache worth the cost. That is, as long as things go to plan.

Expert management is central to NuServe’s success - that is why we are ISO9001 accredited. We work hard to ensure that our customers are secure in the knowledge that our staff, technology, and systems support their success. Our cleaning and maintenance teams are reliable, high-quality professionals who deliver on our promises in an expert, adaptable and pre-emptive way. We work hard to raise professional standards and deliver best practice in the cleaning and FM industry –

This is how we do it…

Contract Management

We’ve all been there. You appoint a new supplier who promises you the world, but after six months, standards start slipping, emails and calls start to go unanswered and the contract manager goes AWOL.

It’s crazy because retaining a customer costs much less than winning a new one. So why do so many companies get it wrong?

At NuServe, we pride ourselves on our customer retention. This comes from the level of contract management that we provide to each and every one of our customers, from day one.

Customer care
With a 10-person Account Management team caring for just 120 customers, we provide a higher ratio of managers per contract than other cleaning contractors. One of the reasons why we are able to provide first-class customer service.

93% quality rating
We conduct regular cleaning inspections, completed by our impartial inspections team. These inspections have demonstrated a 93% satisfaction rating for our cleaning standards.

Happy customers
Our average customer relationship lasts more than six years, with some customers being with us for much longer.

Staff Management

Managing our staff is arguably more important than managing our contracts. In an intensely competitive industry, such as cleaning, our staff makes all the difference. They are the day to day face of the company and our reputation rests on their professionalism, competence and attitude.

Ensuring our staff are adequately trained, motivated and rewarded means employees are more engaged and more productive, resulting in higher employee retention and reduced absenteeism.

Training

Professional cleaning requires training: Health and safety procedures, the correct use of equipment, understanding good hygiene and infection prevention, as well as effective communication skills.

We’re passionate about managing and supporting our staff with training and clear personal development plans. Training is at the heart of everything we do for three key reasons –

firstly, we value our workforce and their expertise; secondly, we take great pride in the exceptional standards we provide our clients; thirdly, training is vital for the safety and security of our staff and our clients.

Recognition & Motivation

It's really important to us, as a family business, that everyone is treated with respect and we encourage our directors and managers to lead by example. We also recognise and celebrate team success through our "Above and Beyond" recognition program.

Reward

NuServe is a Recognised Living Wage Service Provider, which means that we actively encourage our customers to pay the living wage (The London Living Wage is currently £10.55 per hour) whenever we provide a quote, we'll always include a Living Wage option.

The upshot of all of this for our clients is excellent quality of service and one less thing to worry about.