Tenant Expectations May Not Match The Statement of Work
We all have experienced situations where the customer was wrong but we still had to find a win/win outcome. The old slogan “the customer is always right” is true when taken into context with certain basic assumptions. Assumptions may include the hope that they are being honest and do not have a hidden agenda. Another may be that the customer is a professional who knows their job. Other assumptions include a clear SOW (Statement of Work) and that all stakeholders are working towards common goals. One or all of these assumptions can be wrong and the Building Service Contractor has to be able to find a win/win outcome in spite of these and other challenges.
In customer relations, the emphasis is on relations with key people in the building. This may include key tenants who can have high expectations based on promises made by the landlord /owner. The onsite property manager is key to staying on track. Finally, whomever signed the cleaning contract needs to be engaged in a positive way with the day to day challenges that face the BSC.
When a key tenant is dissatisfied with the level of service being provided, it is incumbent that the on site custodial supervisor be aware of the issues and make sure that the building is being to a satisfactory level as per the SOW. Any and all deficiencies should be dealt with immediately and the key tenant needs to clearly understand that you will be glad to provide the additional services based on clear wording the contract. They also should be directed to the owner/property manager who may authorize an accommodation to keep them satisfied.
Your job is to provide the very best level of service the customer is paying for.
Your comments and questions are always welcome. I hope to hear from you soon. Until then, keep it clean…..
Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678.314.2171 or CTCG50@comcast.net.