Client communication and ensuring Health and Safety regulations are always followed were among key items Tauranga Regional Manager Jan Lichtwark discussed with 20 franchisees that have been with Crest for less than three years.
Jan says the purpose of the meeting was to ensure franchisees conduct their business on “Crest Best Practice”.
“We want to make sure that quality cleaning standards, attention to detail and customer care are maintained at all times. If we don’t look after our customers some other cleaning company will,” he says. “Franchisees were also reminded they need to wear the correct uniform so they are identifiable and to make sure they follow Health and Safety regulations and that they are there to clean.”
Franchisees were also encouraged to take initiative and to keep in regular contact with their customers.
“If they have a list of specifications and the list doesn’t include wiping down walls but the walls are dirty, write a note in the communication book so they are aware of the situation. It is about up selling too – we can provide our customers with a quote to add that to their specification list,” he says. “The communication book is essential. Franchisees should also go and visit their customers every eight to 10 weeks to touch base with them and make sure everything is okay.”
Jan says the meeting was very important for new franchisees.
“It was also about making sure franchisees know how to run their business properly and to let them know that there are people here to help if they are having problems. Everyone found it beneficial and asked questions,” he says.
