People are your priority
In any business model, the human element is the most important part. No business runs without a team of support staff and employees, and you certainly can’t work without customers. More than the bottom line, you must consider people as the driving force of your business to have success. In the janitorial business, this is especially true. While we clean spaces, the real focus isn’t having a tidy office, it’s making a comfortable and clean environment that will make the client happy. Pure Janitorial’s Monterey area office has always believed that, it’s why we’ve had so much success as a business. What we’ve learned is that speedy customer service is what makes a business have a strong and happy client base.
Customer service is key
Taking care of people, then, should be your primary focus as business, not just expanding your bottom line. Listening to your customers and responding to their questions and complaints is of utmost importance for keeping up client relationships and making a business model that succeeds. A business with a great product that has no service is never going to make it, because word of mouth is a powerful tool, and clients who don’t get their needs met will be dissatisfied with your services and tell others. They won’t hire you again. This is true in Monterey, and it’s true everywhere.
Making customer service a priority means putting your clients first in your business, and while this can be uncomfortable if you’re not used to it, the return business you get will increase your brand equity and the perceived value of your brand. In plain English, you’ll get more clients, and those clients will be happier because you’re taking care of them.
One of the most important caveats here is that you can’t slouch about customer service needs. Speed is of the essence, and simply responding to a customer query or complaint isn’t enough if your response comes a week or more after they’ve sent it. We’re local to Monterey, where the attitude is laid back and easy going, but we never take that attitude and apply it to our customers.
The nature of customer service is that there’s a certain amount of urgency in the need to respond. Often, the client has a question that needs answering immediately, or they have a complaint that they’ll only get angrier about the longer you leave them hanging. You would never ignore a friend who had a question or comment, so don’t do it to your customers!
Often times, this happens accidentally. If this is you, try synching your work email to your phone or making a specific email address for customer service things, and set up an alert on your computer to notify you when you have a request. Just don’t disrespect your client; ignoring them tells the client that you don’t care.
This is especially true for our high-level janitorial clients, who have large Monterey area businesses to run and don’t have time to wait around for a lazy janitorial services company to get around to talking to them. If there’s a problem with their service, there are often dozens of people working in their offices who will be affected.
Be considerate with your customer service, and you’ll see the benefits in your bottom line as well as in your client relationships.