The general manager of Shaden Group Denis Kish thinks that the cleaning sphere of Ukraine is getting new characteristics which are focused not only on the client’s wishes, but also on their deep needs.
It’s really easy to get used to something good. After trying the service of higher quality, the customer doesn’t want to get the less qualitative service any more.
The statement is completely concerned the cleaning market of Ukraine. The cleaning companies can offer you a full spectrum of cleaning services of high quality. And here the slightest advantage in service means a lot while carrying out the tenders. What kind of requirements to the cleaning service has the most sophisticated client? If they don’t know what they need, you should give it to them.
The work with the client moved from the level of business to the level of psychology and perception. It’s not enough already just to do the cleaning job and make a good impression. There’s something else. The service of a new level includes deep emotional satisfaction of the client and complete conformity with the expected result. Just in this case the client can remember your company. That makes him ask you for help again and again.
What do you need for the result like that? You need staff training and realizing the needs which are not always being told. For example, if the customer wants the parquet to be shiny in an hour or if they want to get a professional detergent as a present, or even if they want to rule the process – they need to get whatever they want.
Conforming to the new standards
Talking about the new standards, it’s necessary to remark that the cleaning service (in fact, as any other non-manufacturing industry) doesn’t have the precise parameters and it’s really difficult to standardize it. How can you give a qualitative or quantitative estimation to the interpersonal communication? Or how can you estimate the cleanliness of the place? That’s why there’s a need to standardize the oblique aspects of service, not the service itself. For example, it’s possible to estimate the speed of job performance. The express service of Shaden Group realizes the application for the minimal time – the job start after an hour since your call. This is the main advantage of the company, because the other companies have to refuse the client because of the urgency.
Gaining the client’s confidence
The owners of private estate don’t hurry to let the strangers into their houses or apartments. First you should gain their confidence. The reliability of a staff is a must-be of today’s service. The staff should be comprehensively checked and trained. All employees should have good communication skills, which helps to enter into trusting relations with a client. The client has to feel the complete security, which can be reached thanks to the positive image of the company and its perfect reputation.
Is there need to say, that the introduction of the new cleaning technologies and modern technique has considerably expanded the company’s possibilities. The specialist of this field know for sure the limit of this possibilities, the customer has just a rough idea of it. For example, it’s impossible to make the used carpet a new one. But if a client wants it, it must be possible. The approach like that allows improving the work, experiment with the cleaners, obtaining a necessary experience of using the equipment. When the real result approaches to what was called “impossible”, we realize that we’re growing as a team.

Source: Invest Gazeta