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Welcome to our Eagle Cleaning Blog! This is where we to share our thoughts and keep you updated on everything in our industry along with some of the great and powerful things we encounter each day.
 
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Customer Service through the Generations

November 13th, 2017 / Lisa Noonan / 0 comments
 

Millennials. This generation of young adults is responsible for many technological advances and cultural changes in the workplace. The word “workplace” has even taken on a new meaning since most of us are available and accessible 24/7 from wherever we happen to be. As a member of Generation X, I can’t say what our generation is best known for, other than being defined as “latchkey” children and being early adopters of MTV.

Whichever generation defines us, we can all agree that there are indeed many positive outcomes from technology, the new flexible workplace and the changes they bring. In fact, companies like Amazon, LinkedIn and Google are growing at exponential rates because of many of these changes. Change can be good. But one change that isn’t necessarily good is the way we communicate with and service customers; and the way we as customers communicate with those who market to us. In many situations, customer service no longer requires that we speak to a human being. And when we do finally get to speak with another person, that person may not be truly prepared to help us. I know many fellow Gen-Xers who find this frustrating and somewhat disheartening. Whether we are returning an item of clothing purchased online, or seeking help with choosing an insurance policy, automation can only take us so far before we need one-on-one interaction with someone. “Memorable customer service can only take place in a human-to-human situation” (Jeffrey Gitomer, Professional Speaker and Business Trainer)

Although the trends indicate that automation is on the rise (link below), isn’t it refreshing to find and do business with companies that still adhere to the traditional standards and methods; phone calls and face-to-face meetings? Companies such as these do exist although they are harder to find.  Maybe we will eventually see a shift back to good old-fashioned customer service.  And is true with trends, perhaps everything old will become new again.



Forbes.com – 10 Customer Service & Customer Experience Trends for 2017

 


 


A Concept That Really Holds Water

August 3rd, 2016 / Lisa Noonan / 0 comments
 

The ALS Ice Bucket Challenge made popular during the summer of 2014 has come full circle. Can you believe it’s been two years since we were all dousing ourselves with buckets full of water and ice? Big buckets, small buckets, various proportions of water and ice, toddlers and grownups alike – even celebrities were doing it. And there was no avoiding it; it was only a matter of time before each of us got challenged to do it. And while we were all partaking in this challenge, it was being captured on video and posted on social media sites. It was a true viral phenomenon, all in the name of ALS (Amyotrophic Lateral Sclerosis), more commonly referred to as “Lou Gehrig’s Disease”.

If you’re like me, you were probably thinking: “Okay, I guess I’ll try it. But how in the world can pouring ice water on my head help find a cure for ALS?” Ludicrous, right?

Now, two years later, we see that not only did this ice bucket challenge create a heightened awareness about this tragic and fatal disease, but donations and funding increased enough to enable researchers to make a dramatic and important discovery.   What’s more, one of the key scientists responsible for this discovery is from our very own UMass Medical School – right here in Worcester! How cool is that?

This underscores the power of social media. Sometimes the power can work against us, but often, it works for us and gives us hope for the future.

http://goo.gl/Bb8v0Y


 


Are All Cleaning Companies Created Equal?

March 25th, 2016 / Lisa Noonan / 0 comments
 

Chances are that at some point in the near future, you or someone within your organization will be seeking a new cleaning company.  With so many companies to choose from, in what is a very competitive market, it is important to do a little homework before choosing your next cleaning staff.   Whenever we work with a new client we initially ask them what is prompting them to seek a new cleaning service.  The most common answers typically involve frustration stemming from one of the following three common mistakes:

  • Going for the lowest cost provider. While it is important to have a budget, choosing a cleaning company purely based on price can be a mistake and can lead to frustration.  It is good practice to get comparative bids, although more than 3 can be overwhelming.  Inevitably, one of the bidders will have the most desirable price.  But, if the price is too low, comparatively speaking, that should be a red flag that the company has probably bid incorrectly.  Chances are, if you hire the company with a very low price, they may be unable to provide the quality of service you require for the agreed upon price.  Be sure to understand the staffing plan that supports the proposed price and make sure you are comparing apples to apples when looking at multiple proposals from various vendors.
  • Office Cleaning HumorNot properly communicating expectations to the cleaning company. Not all cleaning cleaning contracts are created equal.  A medical office building has very different needs and requirements than a manufacturing facility, for example.  And, while a cleaning company may have experience cleaning all types of facilities, it is important to ask questions up front and be sure that both parties are on the same page when it comes to daily/weekly/monthly tasks.  For example, “nightly floor mopping” might mean a quick pass over all heavy traffic areas in some buildings, while it may mean very careful attention to all corners and edges every night in others.  It is important for the cleaning company to understand all of the client’s hot buttons or areas of primary concern.  And it is equally important for the client to carefully review the cleaning specifications to make sure their needs will be met.
  • Not asking how staff are trained, supervised and managed. It is a fact across many industries – and especially in the cleaning industry: finding and retaining good, dependable help is very challenging these days.  It is the toughest part of maintaining and growing a successful cleaning business.  So, it is essential that your cleaning company has a team of supervisors who oversee their staff and closely monitor the quality of cleaning on a regular basis.  In a service-based business such as cleaning, it is important to properly train staff so that they can perform their work in an effective and efficient manner.  However, even with the best training, sometimes problems do arise; an unemptied trash basket, a countertop that was overlooked or a spot on a rug that the cleaner was unable to remove.  When situations such as these do occur, the management staff should identify and fix them through the inspection process, rather than waiting for the client to find and identify the issue.   Make sure to ask about and understand the communication process within your cleaning company to ensure the best possible results for your workplace.

If you are in the process of looking for a cleaning service for your workplace, your satisfaction level is sure to increase if these mistakes are avoided.


 


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