Problems We Solve
Although cleaning is what we do at ServiceMaster® (and do it very well, we might add), it’s not what we really sell. What we sell is solutions to your problems. Here are some of the main problems we solve, and how we solve them.
Problem #1: Unresponsive Service
One of the main complaints we’ve heard from our clients about other commercial cleaning companies is that they don’t respond quickly when there is an issue that needs to be addressed or an emergency cleaning situation that needs immediate attention. In fact, they’ve told us that this problem is one of the main reasons they switched to ServiceMaster.
How we solve it: Our Fast Response Guarantee
At ServiceMaster Commercial Cleaning, we guarantee that with two hours of the time you contact us regarding a problem, we will respond with either a complete resolution of your concern or a detailed plan for quick action. Our ServiceLink cloud-based communication software and the associated mobile app allow you to send messages directly to the person responsible for solving your problem. All communication with our clients is logged and documented in the system so that all parties will be on the same page.
Problem #2: Sloppy Work and/or Missed Tasks
Another common complaint we hear about some of our competitors is that the quality of the cleaning work itself is poor. Some of the most common problem areas are:
- Break Room Appliances
How we solve it: Quality Control Inspections and Logbooks
Each location that we clean is inspected by management on a regular basis to make sure the quality of the cleaning is up to our high standards. Inspections are completed using a tool in our ServiceLink mobile app and results are documented and presented to the client.
In addition, logbooks are kept at the facility with a record of when services were performed and who performed them.
Problem #3: Poor Grades on PQRS/HCAHPS Surveys Due to Poor Cleaning
Some industries, especially health care, have specific standards of cleanliness that must be maintained in their facilities. Failure to meet these standards can result in consequences such as a poor score on an PQRS (Physician Quality Reporting System) or HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey. These results are available to the general public, and poor scores can harm the reputation of your organization.
How we solve it: Our Patient-centered Cleaning and Capture and Removal Cleaning®programs
ServiceMaster Clean® has developed a comprehensive patient-centered cleaning program to train and equip our employees to properly clean health care facilities. We have specific procedures that must be followed based on the type of facility being cleaned and even procedures for cleaning specific areas in each type of facility—for example, exam rooms vs patient waiting areas. We also have private-label cleaning products developed specifically for the health care industry that are extremely effective in killing bacteria and pathogens.
In addition, ServiceMaster’s patented Capture & Removal Cleaning system removes 55% more airborne matter than traditional methods of cleaning, while simultaneously reducing cleaning time by up to 25%. It uses microfiber technology and high-filtration vacuums to actually remove dust and dirt from your facility instead of simply moving it around, thus making the air in your building healthier to breathe.
Problem #4: Lack of Engagement with Clients & Community
If you hire a national cleaning company, people who make decisions that affect the quality and type of service you receive will be far removed from the front lines. Local managers will have limited flexibility to make decisions, and changes to improve service in response to complaints will be slow in coming—if they come at all. You, as a client, will likely be dealing with people who have much less at stake in the outcome of their service than you do.
How we solve it: local ownership & community involvement
ServiceMaster Commercial Cleaning is 100% locally owned and operated. Although we are a ServiceMaster franchise, all important decisions are made locally, and we still have quite a bit of flexibility when it comes to how we serve our clients.
Our frontline managers are only one step removed from the owners of the company, and since we all live and work in the same community as our clients, there’s a lot at stake for us. We’re active members of our local chamber of commerce, and we support local non-profit organizations. Our reputation in the community is extremely important to us, and we protect it by seeking every opportunity to better serve our clients.