Redefining Customer Satisfaction Through Quality Control

Total Quality Services has provided the best in comprehensive janitorial services to the leading property management firms and building owners in the Metropolitan Washington DC area since 1993. Total Quality services more than 20,000,000 sq ft. of commercial office space and employs over 1,000 employees.  They focus on partnerships with their clients–transparency and customer service are the top priority. 

Challenge

Total Quality employees diligently serviced their accounts every night.  However, customers frequently complained about incomplete tasks.  As a result, management spent hours DAILY talking with employees and customers to relay the causes for the incomplete work.  

Incomplete work was often due to circumstances outside of the control of TQS Management and Employees. For example, when clients stayed late, locked their office doors, or left items in the cleaner’s way, staff  had no way to finish their tasks. Additionally, they also had no reliable way to relay these issues to staff or clients.

Total Quality realized they needed an easier way to collect this data and provide it to their customers. 

Solution – Accord® End of Shift Reports

Total Quality implemented Accelerator CC’s janitorial software to capture end of shift reporting for each client account.  TQS had relied on Accelerator for cleaning and compliance inspection, performing over 18,000 inspections annually. 

Templates were created to report maintenance and security issues, jobs completions, tenants staying late, and areas that could not be cleaned due to impeding circumstances.  

Accelerator trained Total Quality’s field staff to use the mobile application and had the team productive within 2 weeks. 

Site managers complete the end of shift templates each night.  After completion, reports are generated and auto sent to clients and management.  Data is centralized and management can easily see common issues for process corrections and client strategies.  Property managers have visibility to activities each night in their buildings, a critical value add from their cleaning companies.

 “This provided information for each building such as if lights were left on. Also, if anyone was in the building when the crew left, if there were any incidents and other issues not specifically part of the cleaning tasks but are very important for the building managers to know,” said Alex Reimondez, Manager of Client Services.

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