Customer Relationship Managment

Customer Relationship Management or CRM means developing a comprehensive picture of customer needs, expectations and behaviors. In the Environmental Services (ES) world, CRM means looking at the ES function as a customer intensive business function instead of a facility services cost center. And the management part implies an active rather than passive role in influencing…

Performance Indicators

Productivity Sq Ft cleaned by housekeeper each day Labor Cost Cost of labor per Sq Ft – Separate by building Recycling The amount of solid waste diverted Absenteeism the % of unscheduled absences per year Turnover the % of personnel replaced each year Safety Number of on the job injuries per year Productivity – Floor…