RETAIL & DAYTIME CLEANING
YOU BETTER SHOP AROUND
Complete customer satisfaction is crucial to retail outlets in a highly competitive market, with shoppers seeking luxurious and pristine stores and excellent customer service. As competition increases on the high street, retailers are looking for more ways to entice consumers into their stores.
The challenge – especially given the ever-present alternative of online shopping – is to provide a superb visitor experience to satisfy the growing aspirations of customers. Outstandingly clean, useable and safe facilities will play their part in influencing the customer experience, how long they remain in the store, and repeat business.
A FLEXIBLE APPROACH The cleaning service provider must be able to respond rapidly and effectively to fast-changing requirements. To ensure high standards are constantly maintained throughout the trading day, retailers are increasingly opting for daytime cleaning. The fact that cleaning is being carried out while the customer shops reinforces the message that presentation is paramount and the retailer cares about sensational service. This also means cleaning operatives are on the spot and can respond to any spillages, remove litter and keep floors spotless. Equipment and machinery should be tailored to facilitate cleaning during normal business hours, including quiet, cordless machinery and dust suppression technology, without disrupting the consumer’s experience.
68 | Tomorrow’s Cleaning April 2016
A quality service provider will tailor and fine-tune their services to the retailer’s specification, matching the environment to the overall customer experience they are trying to create. World-class retail brands require bespoke cleaning services that work effectively, carefully considering all types of floor coverings, fixtures and structural finishes, and selecting the right blend of specialist and/or multi- purpose machines that will get all jobs done cost-effectively and safely.
ENHANCING THE CUSTOMER
EXPERIENCE Improving the physical customer environment might be self-evident, but the second part of the puzzle – delivering a premium quality customer service – is what sets great cleaning companies apart from good cleaning companies.
Superior service starts with a warm welcome. Reflecting the growing trend for having cleaners on site during the day, the retailer’s customers are likely to interact with staff from the cleaning company, contributing to the shopper’s experience.
A top-notch service provider realises that they can not only positively contribute to the customer experience but sees the potential to enhance it. Cleaners can also be customer service agents, acting as ‘touch points’ for the retailer’s customers. On-site cleaning teams need to be highly trained to be able to interact confidently with customers when required. A good
Bernard McCauley, Group Managing Director at Grosvenor Services, outlines how a quality retail cleaning provider can contribute to the personal customer experience
provider will coach its staff to behave like part of the retailer’s team. To the visitor it appears that the store is run by one dedicated team delivering a consistently high standard of customer service.
POSITIVE ATTITUDES Going the extra mile for the retail client relies on having cleaning staff that are encouraged and motivated. If pay and conditions are not fully taken care of, the inevitable outcome will be disillusioned operatives and a high turnover of staff. Steps like a fair rota, so that staff are not overworked, can make a big difference to morale. The client can also help in this regard. For a true partnership approach, the retailer could demonstrate that the cleaning team are valued by including them in daily shop floor huddles, and providing them with the same staff facilities, canteen etc.
The quality of supervisors and managers is also essential. It goes without saying that training is vital, but so too is the recruitment or promotion process that delivers experienced supervisors and managers.
The policies and measures that support the customer shopping experience are many, and the service providers that excel at it are those who get under the skin of the organisation to truly understand their needs and provide innovation as well as consistently excellent standards in every service area.
www.grosvenorservices.com
twitter.com/TomoCleaning
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94 |
Page 95 |
Page 96 |
Page 97 |
Page 98
