1.
Determination, discipline and focus
Sufficient motivation to sacrifice and achieve
important goals?
2.
Marketing plan, strategy and quotas
Vision statement, target markets, media plan
& weekly quotas established?
3.
Aggressive promotion and prospecting
Massive action to get the word out by following
a well planned approach?
4.
Networking
Actively working circles of influence, contacts
and referrals?
5. Image
Do all public relations contact points favorably impress prospects including;
phone message, literature, personal appearance, vehicle, etc?
6. Believability and Credibility
First brain friendly – impressive eye contact, posture, movement, dress,
appearance, smile, voice and pleasant humor?
7. Presentation
Presentation book with fliers, case studies and important industry information
establishing needs for thorough cleaning systems?
8.
Quality performance
Demo performed to convey floor or carpet superiority?
Qualified and
impressive references along with customer buildings
that can be toured?
9.
Bidding accuracy
Bid performance
tracked and prior productivity data collected and analyzed?
Working knowledge of adjusting cleaning variables
for each contract?
10. Negotiation and closing
skills
Program adjusted to fit customer
needs? Rapport established so
negotiation and closing expertise is effective.
Total Score ______
A perfect score of 100 is unlikely. Individual areas below
a seven will need improvement and below five should demand immediate attention. Re-evaluate your score quarterly. A low score
should be quickly addressed by studying and applying the principles from Janitorial
Success Program and Jan Bid Software.
Customer Retention - Performance Rating
Please rate
the following items on a scale of 1-10.
Rate 1-10
1. Performing to customer expectations
All cleaning specifications are clearly defined
prior to the contract start date. Cleaning expectations and level of quality is agreed to by both parties.
2. Professional Staff
Quality workers are recruited and thoroughly
trained. Cleaning staff has memorized the posted list of cleaning requirements. Workers are trained in safety, chemical
usage, equipment operation, building security and all company policies.
3. Motivated workers
Staff is encouraged to perform to high standards
and they are validated with adequate appreciation. Advantageous pay and benefit plans attract and keep quality people.
4. Quality control program
All work is inspected on a regular basis. Workers
are shown and taught how to correct and prevent cleaning deficiencies. Regular
monitoring ensures that nightly performance meets or exceeds customer’s expectations.
5. Customer relations
Customers are encouraged to provide performance
feedback. A "be of service" attitude is always conveyed. All customer requests are handled in a professional manner.
Customers receive special thanks such as birthday cards, notes, etc.
6. Communications and follow-up
Customers can easily reach you. Voice mail response time is prompt. Workers are quickly
informed of changes in service or complaints, etc. Prompt follow-up ensures all corrections or adjustments exceed customer
expectations.
7. Handling complaints
Customers are encouraged to phone or leave
a note regarding any service issue. Problem areas are quickly inspected and workers are trained to make corrections to
prevent future complaints. Customer receives apology and assurance of prompt correction of all cleaning problems. A caring
attitude is conveyed.
8. Worker growth
Workers receive performance evaluations or
regular feed back on their overall performance. Employees receive written reprimands for substandard performance. On-going
training program sharpens skills and builds teamwork.
9. Support Systems
Superior cleaning chemicals and procedures
are employed (and adequately stocked) ensuring exceptional results. Up to date equipment is well maintained and utilized.
10. Customer Cheerleaders
Level of service and follow-up exceeds customer
expectations. New prospect referrals and letters of recommendation are received. Contracts are renewed because of superior performance and satisfied customers.
Total Score ____
A perfect score of 100 is unlikely. Individual areas below a seven will need improvement and below five should
demand immediate attention. Re-evaluate your score quarterly. The new Janitorial Success
program can help you improve your score.
