The Customer's Trust Will Be Vital Post-COVID-19
Contributed By Kaivac
Everyone in the professional cleaning industry is discussing how much the industry will change after COVID-19 fades. However, that may take longer than we think. Until we start developing immunities to the virus or a vaccine is developed, COVID-19 will be a concern for months to come.
"This is why ‘trust’ is going to become [such] a major issue in a post-COVID world," says Gary Price, vice president of National Accounts for Kaivac, Hamilton, Ohio. "Our end-customers will want to know what steps cleaning professionals are taking, and continuing to take, to ensure their facilities are safe and healthy."
While end-customers will still want their facilities looking their best, using products that have minimal impacts on the environment, "trust, that their facilities are as infection-free as possible, will be their top concern," says Price.
To help contractors develop this trust, Price suggests the following:
Change Janitorial Proposals
Ensure that infection prevention programs are clearly outlined in your janitorial proposals.
Evaluate Tools and Equipment
In the past, building managers were not that concerned about the tools and equipment used in cleaning. Now, expect them to question how cleaning equipment will keep their properties healthy.
This is a good time for custodial workers to start wearing uniforms.
"Uniforms make workers look professional, and professionalism builds trust," says Price. "We can't wear street clothes and baseball caps when cleaning facilities any longer."
Contractors must be transparent with their clients.
"If a mistake was made or a problem uncovered, being transparent with the customer again fosters trust," says Price.
Large cleaning contractors schedule regular meetings with their clients to discuss cleaning-related issues. Now all contractors — big and small — must meet regularly with their clients, reviewing cleaning protocols.
"It's hard to trust someone if you never see them," says Price. "Those days are over."
Contractors must now re-brand and reposition themselves as infection prevention experts.
"When we think about it, we're no longer in the cleaning business," says Price. "Now, we are in the infection prevention business."
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