Keeping contracts.
WHAT CLIENTS ACTUALLY JUDGE
Sanitary facilities Entrance areas Whether the same standard holds every day Whether issues are fixed when raised
WHY SANITARY FACILITIES DOMINATE
They are the first thing complained about and the clearest signal of standards.
WHAT TO ESTABLISH
That they receive priority attention.
WHY CONSISTENCY MATTERS MOST
Clients tolerate an average standard maintained; they do not tolerate variability.
WHAT DAMAGES CONTRACTS
Staff changing constantly Tasks silently dropped Complaints not addressed Staff absent without cover
WHAT TO PROVIDE
A named contact who responds.
WHY
Clients with nobody to reach change provider.
WHAT TO ESTABLISH
A route for the client to raise issues, and a response time.
WHAT TO DO ABOUT COMPLAINTS
Attend, inspect, correct and confirm.
WHY ATTEND
Visible response resolves most complaints regardless of the underlying issue.
WHAT TO PROVIDE PERIODICALLY
Inspection records Confirmation of periodic tasks Observations about the building
WHY OBSERVATIONS
They demonstrate attention and they flag problems that are not yours.
WHAT TO DO ABOUT SCOPE CREEP
Raise it early, in writing.
WHY EARLY
Once established, withdrawing an unpaid task appears punitive.
WHAT TO REVIEW WITH CLIENTS
Whether the scope and frequency still match their needs.
WHY
Buildings and occupancy change.
WHAT TO ASK
What would make the service better.
