Whose Fault is This?

A technician is asked to clean another room after the hoses are rolled up. There is a feeble excuse given why he can't do it. Management is often guilty of hiring service employees without giving them adequate training and then throwing them into the job without special instructions covering situations like this.

When the system breaks down, management often retreats to a private office and is "unavailable" for comment. They look at personnel costs and wonder why turnover is high. Almost without exception, carpet cleaning service businesses that succeed in attracting customers and garnering repeat business are noted for their informed and helpful personnel on the firing line.

To develop this winning spirit, management must be willing to devote the time and money necessary to train and instill knowledge and confidence in employees. A friendly, caring attitude is indispensable to good customer service and this is the factor that must be sought at the time of hiring and then cultivated through regular meeting sessions.

Spring 2010
Cleaning Digest
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