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The Poor Relation?

We find that reputation counts for a lot in this industry. Around 85% of Merco Services’ clients are long term customers, and it's this repeat business that will allow us to grow and further cement our status within our base of Greater Manchester. Around 80% of our work is dedicated to cleaning and maintaining apartment blocks, with the other 20% focused on office blocks – something that we have recently branched out into. Since launching in 2008, we have developed a way of working that we feel best addresses and meets the needs of all our clients.

Understand the

needs of your clients Before we quote for a job or are awarded a contract, I will always go and meet the potential new client on the site in question to run through the specifics of the job. This means that I can get a full idea of what is needed as well as determining the right team and equipment. We’ll quote accordingly and, if offered the contract, I will usually meet them again to confirm the job spec and I can then brief my manager on what the job will require.

The building type will determine which team will be assigned to the job and they will be brought to the site, trained at that specific location, before being introduced to the site


manager or person in charge of the property’s maintenance. We find that this approach means that the site manager’s expectations are clear and that our staff know exactly how to approach the job and complete it to the highest standard.

Customer service: it’s

everyone’s responsibility At Merco, we have the motto ‘customer service is not a department’, by which we mean that it is everyone’s responsibility. We could have the best cleaner in the world, but if they are rude to a client or inflexible to a client’s needs, then this could undo the work that we’ve put in to secure a contract.

Building and maintaining

a good reputation Reputation is extremely important, as we rely on repeat business so heavily. The first thing people notice when they walk into a building is how clean it is, so we have to make sure that we’re always completing our jobs to the highest possible standard. Besides clients relying on us to deliver a good cleaning service, they are trusting us with keys to their buildings, entry codes and alarm systems information.

It has taken us a few years to build up our reputation, which has not

In an industry that heavily relies on reputation, the bond with a customer can make or break your business. Simon Dresdner, Director of Merco Services Ltd, shares his thoughts on how to develop and maintain strong client relationships.

been easy, but now that we’re established, we need to make sure we continue to perform and meet all of our clients’ expectations. If you do this, then your reputation will continue to grow and you can focus on what you do best.

Always remember... We find that being totally transparent and honest is always the best policy. We’re only human and mistakes can happen. We find that admitting to a mistake, rectifying it and making sure it doesn’t happen again is the best way to build up client trust.

Communication is also key, especially in this day and age where technology is at a stage where there’s no excuse for not responding to a client query quickly, so we aim to respond to any enquiry within two hours, if not sooner.

Regular client communication is also something that I like to emphasise, for example is a client happy? If not, what can we do to make the situation better? We find that regular contact means that clients become friends, and people like doing business with friends.

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