What sets a good janitorial company apart from a great one? Attention to details. Except, I’m not talking about the cobwebs in the corners. (although that is very important too!) I’m talking about going the extra mile and following through. Here’s an example of GREAT service:
Lori and Johnny’s Story
Years ago, a young couple showed up at our offices who had absolutely no experience in the janitorial industry. They had both lost their jobs and were looking for an opportunity to rebuild their lives. After proper training, Lori and Johnny quickly became very good at their work. When their facilities were inspected, they rarely had problems. And we never received complaints on any of their accounts.
One day, our operations manager came back to the office and reported that the hard floors in one of Lori and Johnny’s accounts needed some work. I went out to visit with one of the owners of the building. I asked her about the cleaning and she said everything was fine… in fact, she loved the great service. But what she shared next told me why — even when the cleaning wasn’t perfect — Lori and Johnny’s customers were so loyal:
This account was a law firm with expensive hardwood floors in the lobby. Lori had noticed that one of the potted plants was repeatedly leaking water onto the floor, something that could have damaged the wood long-term. She mentioned it to the owner but nothing was done. So, Lori picked up an inexpensive pot liner and put it under the plant. This took care of the problem. About a week later the owner noticed the liner, but no one could figure out who took care of the problem. Finally, someone thought to ask Lori. Needless, to say, the customer was impressed.
Without being asked, Lori had taken the initiative to find a solution for their customer. It was that kind of care and attention to detail that set them apart from all the rest. And it is why their accounts were so loyal and appreciative: Lori and Johnny understood that going the extra mile can make all the difference between good service… and GREAT service!
Great Service = Going Beyond Expectations
As you can see, those who choose to exceed expectations and offer that additional touch of effort and care can transform an ordinary service experience into something truly exceptional. Going the extra mile shows a commitment to understanding and meeting the unique needs of each customer. It’s about anticipating their desires before they voice them, providing personalized solutions, and demonstrating a genuine dedication to their satisfaction. This additional effort not only leaves a lasting impression but also fosters loyalty and word-of-mouth recommendations.
Great service isn’t just transactional; it’s an emotional connection forged through the extra time, attention, and consideration invested in every interaction. In a world where mediocrity can be the norm, the decision to go the extra mile stands as a testament to a business’s commitment to excellence and its customers’ well-being. Ultimately, it’s this commitment that elevates service from good to great, turning satisfied customers into enthusiastic advocates. The ripple effect spreads from word-of-mouth recommendations to repeat business. This fosters a positive reputation and ultimately contributes to the success of the business.
In a competitive landscape, businesses that consistently deliver great service by going beyond what’s expected stand out, build strong relationships, and elevate their brand. It’s the embodiment of dedication, empathy, and a genuine desire to make a positive impact, one customer at a time.
ImageOne Janitorial Services, Inc. provides commercial cleaning to businesses across the Greater Orlando / Central Florida area.
