By: Colin Wilson

03 July 2023

A quote begins life as a template in our Operations Support System (OSS) known as Service Mate (SM8) which has been carefully crafted to achieve two purposes: i. To provide sufficient detail to enable the customer to understand the value being offered in the quote, and ii. To provide a task list for the assigned cleaner to ensure the job is completed as approved.

Not all quotes are the same. Often, at the customer’s request, we include additional items, some standard, some non-standard. This sometimes attracts a high price and other times it simple keeps the customer happy which in turn secures the business. It should never be forgotten; cleaning is a very competitive business and customers are always on the lookout for a good deal.

A customer who requires an additional activity in the quote, which is generally of particular importance to them, will be extremely disappointed if those activities are neglected because the cleaner did not take the time to read the quote and identify all differences from the standard template.

At Fenix we train our staff that the night before the job, each team leader goes through each of their quotes for the following day and takes note of any departures from the template. In addition, they know it’s in their best interest to ensure these items are dealt with thoroughly, as they are obviously a hot button for the customer.

The above recommendation will provide the customer with the greatest likelihood of satisfaction and the cleaner with the greatest likelihood of not being invited back for a redo.