Professionals in the cleaning and restoration business often interact with clients who have experienced a major loss: a flooded home, a burned-down building, an office space overwhelmed with mold. This can be a traumatic experience, displacing residents and shuttering businesses for weeks or months at a time.
Under these circumstances, it’s essential that cleaning and restoration professionals provide white glove workmanship — that is, a highly-professional and fastidious experience that goes above and beyond, from the cleaning and carpentry to the customer experience. White glove workmanship gives clients peace of mind during a difficult time; it bolsters your brand; and it is a surefire way to garner referrals.
So, what steps can you take to ensure you’re delivering white glove results during your cleaning and restoration jobs? Below, find four key strategies for ensuring your work is top notch:
Prioritize transparency. Clients should never have to guess about the progress, cost, or other details of a project. In fact, they shouldn’t have to proactively ask, either. Make it a priority to keep clients informed throughout the process, from the initial estimate to the completion timeline to your dialogue with the insurance company. Give regular and clear updates, and always make yourself available to answer any lingering questions. It’s essential for clients to feel they have a full understanding of how the project is unfolding.
Leverage the latest technology. White glove cleaning and restoration companies should be on the cutting edge of industry technology. Stay apprised of the latest innovations and ensure your tools and processes are keeping up. Equipment and techniques should be upgraded regularly to stay current and ahead of the competition. For example, laser cleaning is quickly replacing other cleaning technology due to its precision and minimal environmental impact. Likewise, your company should be mastering 3D rendering software, which lets you digitally capture any damaged structure in vivid detail.
Hire, train, and retain the very best. Your staff — from field technicians to project managers to administrators — are the face of your business. They’re the individuals that clients will be engaging with on a daily basis. For this reason, it’s essential to hire, train, and retain the very best talent. Seek out hires with deep experience and provide robust education and training for individuals that are newer to the industry. Further, ensure all employees have the necessary certification, like Institute of Inspection Cleaning and Restoration Certification (IICRC) — which is granted by a global nonprofit with a five-decade history.
Provide a full range of services. White glove workmanship isn’t just about the quality of work you provide, but also the range. Your cleaning and restoration company can provide the hands-on work, but also everything surrounding it — from project management to liaising with insurance carriers. If you’re full service, then your clients don’t need to juggle several other contractors during a challenging time.
White glove workmanship should be every cleaning and restoration company’s calling card. By providing professional, dependable service, you’ll leave your clients lacking nothing — and build a stellar reputation for your business.