Feedback from out customers indicates that our quality control inspection and surveys are the most thorough of any janitorial service in our market.
Franchisees are expected to do multiple inspections of all customers.
In addition we have a staff of 5 full time quality control inspectors with an average of 20 years janitorial industry management experience – both with Coverall and with industry leading competitor commercial cleaning companies.
- They are an independent quality control function – their compensation is tied to customer retention NOT to profitability.
- They are expected to contact all commercial cleaning customer 8 – 12 times per year to get your feedback on our cleaning services.
- They are available 24 hours a day in an emergency.
- Issues to resolve, special service requests, etc are all communicated instantly to the janitorial franchisees via a web / cloud based e mail service.
Of course the basis of good service is the quality of the janitorial franchisees. We have had a waiting list for franchisees for over 10 years so we can be very selective – much more selective than the rest of the commercial cleaning industry – in who we let wear the Coverall uniform.
Adding our training to the experience of the people to whom we award janitorial franchisees gives us an unexcelled first line supervisory group and building cleaning workforce.
Finally continuity – low turnover – the average janitorial franchisee will stay in our system between 5 and 10 years. The commercial cleaning industry standard has historically been to turn over the entire workforce in excess of 100 % every year.