What Do Customers Want in a Cleaning Company? Part 2

This year, I have talked a lot about this milestone anniversary of Cummins being in business for 50 years. It’s a big deal! There is a reason Cummins continues to be successful in this industry, and we owe a large portion of that to having our finger on the pulse of our clients – knowing what our customers want and exceeding expectations.???

Customers want trustworthy, courteous, and well-trained employees.

How do we know that? Because we ask them. We send out client surveys regularly to tell us what we do well and where we are missing the mark. There is always room for improvement and we are willing to learn and grow to be the first choice for facility services.??

Well-trained employees do not start and stop with orientation and that first 90-day window. The industry is ever-evolving, which means we must adapt and evolve as well. We spend hours preparing and planning monthly, continuous training material so that every employee has the tools they need to do their job well. If CFS finds that something can be done better or more efficiently, we develop a way to make it work for each customer facility and train everyone.??

Most importantly, we know that being trustworthy is crucial to what we do. When a business hands us the keys to their castle every evening, they are counting on us to make sure it is in impeccable shape when they return. We like to give our clients the white glove treatment every time.?

We want the right people in the right places, so every location is staffed appropriately, and that includes our corporate office.

Courteous and trustworthy employees take time to develop. One of our key strategies is planning annual training to discuss our business model and be specific and intentional during this annual event to be sure that every technician is trained to our specifications.??

This annual training prepares our entire organization for rigorous standards of a third-party certification process that lets our clients know we are the best at what we do. We don’t just teach our employees about the in-depth process of sanitization, disinfection, and cleaning. We offer career development training, and offer resources on acquired life skills, like buying your first home, or how to prepare a budget. Developing systems that work means that we can customize plans around our clients, to fit every specific need.?

Every employee from our front line staff, all the way to our executives and at every location is important to our company. They are the face of Cummins, even from behind the scenes. Every piece of the puzzle matters, because without it, we don’t have a complete picture. It is important to me to be sure that I am equipping each person with all they need to act as agents for our company.

I could not be more proud of the brilliant, energetic, and engaging people I have surrounded myself with. I am truly blessed to have each one of them, some of whom have been with CFS for over 35 years. This is my family. We take care of each other, and I am so happy to see them succeed.Part