Put the customer first and the planet at the centre of everything you do when cleaning

Companies that put the customer at the heart of everything they do will stand a much bigger chance of success in 2024. At the same time, we must remember our duty of care to the planet and the environment. Specialist cleaning services provider, Fidelity Cleaning Services, says this rings very true as well as when it comes to keeping any public facility or workspace clean and safe.

“We have noticed that our customers insist on a personalised service offering that meets their specific needs. They also want a cleaning service provider that matches their commitment to the environment. Most have already spent large sums on making their office buildings ‘green’, so it makes sense for them to choose an industrial cleaning company that is also environmentally aware,” says Malcolm Stephens, Divisional Executive for Fidelity Cleaning Services, a member of the Fidelity Services Group.

“Consumers expect companies to understand their unique needs and expectations. Consumers expect custom-made offers that treat clients as unique individuals. Due to this growing demand for personalised client experiences, meeting each client’s unique needs serves as one of the best ways to beat the competition.”

Stephens adds that consumers believe convenience to be more important than ever.

“Half or more of their purchase decisions are influenced by convenience. If you want your business to have longterm success, then you’ll need to provide clients with convenient solutions. In a challenging economy, clients are seeking the best value for the services acquired, which means offering premium quality services is a must.”

Due to a lack of industry knowledge and oversight, even well-established cleaning companies do not always use the best available chemicals, follow the proper cleaning procedures, follow safe work procedures or employ workers with the appropriate cleaning qualifications and experience. “This is why our cleaners had to go through more stringent screenings to ensure they are familiar with the cleaning procedures and have received the necessary training.”

According to Stephens, the business case for keeping your office workspace clean, is obvious.

“Providing a clean work environment helps in maintaining the well-being of employees. Cleanliness also reduces the chances of your employees getting sick. Bacteria thrive in office environments because people spend so much of the day there. To ensure worker safety, one needs to prevent sick building syndrome. The sick building syndrome comprises various nonspecific symptoms that occur in the occupants of a building. This feeling of ill health increases sickness, and absenteeism, and causes a decrease in productivity.”

He recommends putting measures in place to prevent and control sick building syndrome, such as:

• Follow proper cleaning procedures with low VOC (volatile organic compounds) cleaning agents.

• Perform regular HVAC maintenance.

• Clean any wet areas and control building humidity levels.

• Install and maintain air filters.

• Choose low-VOC paint products.

As far as trends and expectations for the future are concerned, Stephens says robotics is a very big and exciting trend but, at the same time, a very expensive option for the local economy. Sustainability is also another very important trend that receives focus, for clients are increasingly demanding sustainable solutions.

“This includes information systems and data analytics, including electronic applications that can assist in decisionmaking going forward. Customers want smart tools that hold potential for cleaning businesses that reduce time in processes and that simplify operations,” he adds.