Executive Housekeeping Today- August 2008 - (Page 30) frugal housekeeper The More Things Change, The More They Stay the Same: Techniques for Handling Complaints! It is hard to believe I’ve been collecting surveys since 1992. Yes, that’s right, I have collected over 80 surveys from all sorts of facilities management industry sources over the past 16 years. Recently, I went back and reviewed the surveys, and discover that not many things have changed since 1992 in regards to the types of complaints that managers receive about the cleanliness and level of service provided in their facilities. Surveys have been around for a long time, and have yielded pretty much the same statistics year after year—are we listening to the results or not? Recently, I discovered an article on the Internet titled “Top 5 Cleaning Complaints and How to Solve Them” by Steven Hanson. (http:// ezinearticles.com/?Top-5-Cleaning-Complaints-and-How-to-SolveThem&id=121347). The article listed the following top five cleaning complaints: Supplies empty, dirty restrooms, inadequate dusting, trash not being emptied, and lack of vacuuming. The article was written in 2006. Now, let’s roll back the clock to 1994—surveys I have for cleaning operations indicate that restroom cleaning, restroom supplies, carpet cleaning, dusting, and trash removal were the source of most complaints. Thus, for over 14 years, the types of complaints have remained the same. There are many phrases that are used today, such as, “The more things change, the more they stay the same,” that can set a pessimistic tone for businesses. These i by Alan S. Bigger and Linda B. Bigger phrases are often repeated again and again, but do people really heed what the words are saying to them? Unfortunately, ignoring such phrases may be to our own detriment. What might be some phrases that could have contributed to this stagnation in solving the cleaning complaints? • “We have always done it that way!” There is ample proof that many of the old ways of doing things are passé and not as effective as some of the newer technologies available today. For example, the utilization of microfiber technology indicates that it is possible to have a new cleaning cloth that removes more dirt than ever before, in most cases, with less effort. In contrast, “We have always done it that way,” leads to stagnation. • “It is my way or the highway!” Too often, managers get stuck in a rut and are only willing to listen to and implement their own ideas. Many times, the frontline workers have the best ideas on how to solve a problem. For example, a world-class manufacturer of cars in the United States was trying to decrease its solid waste flow and recycle as much as possible; however, the programs that they implemented didn’t seem to be very effective until management went out on the floor and talked to the teams on the assembly lines. The workers provided strategies to make recycling more efficient and effective and management listened, instead of ramming, “It is my way or the highway” down the throats of the workers. Due to listening to the frontline employees, the company was able to implement a solid waste minimization plan that enabled that one plant to recycle over 98% of its solid waste stream! • “You cannot teach old dogs new tricks!” This phrase implies that people are not teachable. However, despite this mindset, employees have learned to use “no-touch” cleaning equipment, microfiber technologies, and other new techniques or “tricks.” With proper training, we can all learn new tricks. Years ago, I had someone who worked with me who indicated they could not learn how to use a computer, but they did. The same individual felt that they could never use data from electronic time clocks and generate a computer-based payroll, but they did! We can all learn and teach others to learn if we take the time to teach new tricks. Such phrases, and the thinking that goes with such phrases, does not encourage an environment in which problems can be solved to the customer’s satisfaction. What are some tips that facilities managers can utilize to break the vicious cycle of complaints? • Make sure you understand the customer’s expectations: Sit down with the customer, eye to eye—not behind a contractual document (even though such a document may be the starting point)—to clearly understand their expectations. The word “clean” means different things to differ- 30 Executive Housekeeping Today/Convention Program 2008 http://ezinearticles.com/?Top-5-Cleaning-Complaints-and-How-to-Solve-Them&id=121347 http://ezinearticles.com/?Top-5-Cleaning-Complaints-and-How-to-Solve-Them&id=121347 http://ezinearticles.com/?Top-5-Cleaning-Complaints-and-How-to-Solve-Them&id=121347
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