Managing customer expectations is crucial to the survival and growth of a cleaning service. Unfortunately customer expectations may not have much to do with the SOW (Statement of Work) or contract specifications. A key tenant may have been verbally promised by an eager salesperson that certain services would be provided. They may also have been assured that they would be given special services at no additional charge. Remember that many promises can easily be made in the heat of negotiations with a prospective tenant or during a renewal that have to be fulfilled by the onsite supervisor and crew.
The USGS Blog
SURVEY: Infection, Cleanliness Top Concerns Among Consumers With Loved Ones In Long-term Care Facilities
A new survey of U.S. adults with a friend or family member in a long-term care facility found that the risk of infection topped the list of concerns over the quality of care.