What is Quality Assurance in Office Cleaning?

Answering this question starts with understanding what “quality” means in the first place

Quality is “the level to which a product or service meets customers’ expectations”, and on this note we’d have to define what this could mean in a commercial cleaning set up.

Customers expect the following 5 items from their office cleaners or commercial cleaning company:

1. Understanding the Customer’s Expectation and Scope of Work
2. Consistency in Cleaning
3. Attention to Detail
4. Ensuring Restroom Supplies Would Last Until the Next Service
5. Ability to Address All Outstanding Issues in a Timely Manner

Here’s how a commercial cleaning company could ensure their operations covers all of these five topics and by doing so – meet their customer expectations and deliver on the quality promise.

Understanding the customer’s expectation and Scope of ork starts with listening, and continues with reviewing, and ultimately confirming the details of what needs to be done to make the customer happy. Any time spent with the client to identify, clarify and confirm the needs is time well spent. Here’s what has to happen next:

Review Scope of Work in Detail with Crew Members

Now that we know what the customer wants, it’s time to ensure the crew members understand to the same level. Arelli works diligently with the crew members and coaches them until the ideal cleaning process becomes habit.

Have Regular Touch Points with Customers to Confirm Service Level Suitability

Scheduled Quality Control visits and follow ups are instrumental in assuring your customer that you care. The frequency and methodology of engagement should follow the customers’ expectations. Arelli uses the following methods to engage customers:

1. Option to choose between a phone call or email to follow up on service level.
2. Regular quality control visits with the customer to identify gaps.
3. Availability of immediate site visits in critical situations.

Onsite Confirmation of Compliance with Commercial Cleaning Quality Standards

Now that we know the customer’s expectations it’s time to ensure the crew members are aware of their responsibility and consistently deliver on their promise. Here’s how Arelli confirms Arelli Cleaning has its own methodology to for this:

1. Regular on-site quality control visits with cleaning crews.
2. Regular submission of Quality Control Videos by each cleaning crew for review.
3. Case management and lessons learned when customer complaints arise.
4. Sharing best practices through the Arelli App as reference and a guide for other team members.

Provide Excellent Service

How do you provide excellent service?

1. Prioritize Customer Satisfaction over All Else: Arelli achieves this goal by promoting the concept of taking care of the customer so the business can take care of itself – in essence having a customer centric approach to the commercial cleaning business.
2. Promote Teamwork: Finding win-win situations through optimization of processes and working together is key in creating a culture of trust, respect, and success.
3. Reward Attention to Detail: Arelli has periodic reviews of cleaning crew performance and rewards cleaners who excel in their roles. Regular recognition and incentives foster loyalty.

Arelli Cleaning’s crew members are the backbone of our success. By fostering an environment of dedication and collaboration, customers receive exceptional service. Arelli’s commitment to retaining skilled crew members contributes to our reputation as a reliable and customer-focused cleaning service.

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