Solutions4Cleaning won the Excellence in Customer Service Award at the British Chambers of Commerce business awards in 2011. The system that they operate, which helped them to win, is simple in its approach. It can be expressed as monitor, measure and manage. The magic is in the way in which it is applied consistently and persistently to deliver customer delight.
The process is delivered by Account Managers who make quality visits to every client, every month to have a conversation with them about their view of the service they have received in the previous four weeks. After the conversation, the client will complete a quality questionnaire which provides feedback to the company. If a client scores the company performance as less than excellent or very good, the Account Manager also asks the question “what do we need to do to be excellent?” and records the result.
