CrestClean’s National Quality/Training Manager Chris Chapman has stressed the importance of keeping franchisees upskilled.
Being tuned in to the changing the needs of our customers and working with new health and safety regulations were among key points driven home by Chris at a Skills Development Course held recently in Tauranga.
“Once you put on your uniform you are seen as the expert on cleaning,” he told the franchisees at the Tauranga seminar.
He said maintaining high standards was paramount and he encouraged franchisees to carry out their own quality control exercise at the end of every clean.
He said there was nothing worse than when a customer complained about an area that had been repeatedly missed by the cleaners.
“Walk back though the job after you finish. Put yourself in the customer’s shoes. It’s really important to change your perspective. You might suddenly see that mark on the wall that’s been there for weeks.”
He added: “Change your routine, don’t have your blinkers on. We should take responsibility as business owners.”
He also encouraged franchisees to think outside of the square. New health and safety regulations now ruled out using a ladder to reach high spots. But a little innovation could provide an easy solution, he said.
An extendable device could reach almost any area. “There is pretty much nothing we cannot reach if we put our mind to it.”
There were plenty of questions for Chris, in particular dealing with a wide range of floor surfaces and identifying the correct product to use.
“If you are not 100 percent sure ask the client what the surface is,” said Chris.
For hard-to-identify stains and problematic floor surfaces, franchisees could take photographs of the area concerned and email them to Chris for an expert’s opinion.
