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Contributed by: Admin 2

Customer-Centric Facilities Maintenance Companies Prioritize Customer Needs

Contributed by Ed Turbeville, National Sales Executive

As every other service company, facilities maintenance service providers are expected to deliver required solutions with high levels of customer satisfaction. Customer care is considered as essential as the quality of services delivered. Successful and experienced facilities maintenance companies strive to understand what each customer wants before start-of-service in order to ensure that their teams perceive it as a priority to put the customer first.

“Being on par in terms of price and quality only gets you into the game. Service wins the game.” – Tony Alessandra

It is important to partner with a facilities maintenance company with a customer-centric culture that promotes a positive customer experience every day. In order to identify the right partner with the right approach, evaluate the procedures they follow prior to and during their service contract period. The following areas are important for both, service quality and customer service standards:

Site Review Process – A facilities maintenance company can only understand what the customer requires when they have a dedicated team for visiting the site prior to the start-of-service for any customer. An effective approach is for the service provider to inspect the site, review its scope of work, and assess all potential safety risks and hazards.

Safety Training Program – A comprehensive safety training program is necessary for continued operations in the long run without interruption caused by safety risks. However, it is also important that:

  • the training program is designed by environmental, health and safety experts
  • the initial site review is used to include customized safety topics for each customer

Quality Assurance – A highly trained on-ground team is one of the most important elements of assessing a company’s service quality standards. At the same time, quality assurance process must also include routine on-site inspections by supervisors to evaluate employee performance and compliance with customer requirements. Other important measures for quality assurance include collecting feedback and unannounced inspection by senior management.

Diversified Maintenance is oriented towards serving its customers by asking them what they require, delivering the desired services and quality, ensuring they have easy access to their contact person, reviewing quarterly performance, resolving concerns and complains promptly and effectively, among other constructive best practices. To learn more about creating a customer journey tailored around your business facility’s maintenance requirements, send me a note at: Ed Turbeville