Case Study - Contract Cleaning - Financial Service
The Start
The key to gaining and maintaining a high profile cleaning contract does not start on the first day of the contract, it starts much earlier in the process, in fact as far as CCL are concerned it starts at the first meeting with the prospective client.
The following case study shows how we created a relationship which eventually allowed us to deliver a high spec, multi-faceted service, to one of the U.K.’s leading financial services providers, located in York.
We were originally approached as one of only three companies who by our client’s appraisal had the capacity within our business to offer the service and standards required to participate in a tender for the cleaning of the site.
On our first meeting it became obvious that this client was looking for innovation as well as high standards, as a less than satisfactory earlier tender had left the current cleaning in disarray. However due to length of service and restricted working hours our new client did not know how to manage the situation.
We decided once we had seen and surveyed the site that there was potential to re-organise the cleaning, if we looked at the site as if it were new and therefore had no current cleaning structure.
This would give us a blank canvas to work with and once we had the right cleaning system worked out for the building we could then look at how to implement this system - using the various internal departments of our company to make any transition as straight forward as possible.
Once we knew our objectives and had spoken to the relevant internal departments to ensure our ideas would work, we then set about constructing a simple cost comparison that incorporated everything including all the relevant cost issues that would occur in achieving our ultimate goal.
With the addition of other relevant information - such as the management structure, training schedules and audits - our tender was ready.
The initial feedback was positive - the client stated that our recommended proposal was “just what we are looking for” and that the fresh new ideas and implementation of day time staff as well a structured night clean would address the current issues on site.
This response included an invitation to present our proposal to the main client for further appraisal. Again our approach was unique - we thoroughly researched the company and made direct comparisons between their work ethic and principles - and ours.
Our presentation was warmly received. However the client did ask for time scales to introduce our cleaning structure, which meant heavy involvement from our HR department and operational set up team, but as a result of earlier discussions we already had a 4 week implementation plan ready to go.
Within 24 hours of the presentation we had been awarded the contract.
A week later the first staff consultations were taking place. These were complex meetings but the benefit of an experienced HR Department resulted in the structure being in place four weeks later – as promised.
With the correct resources in place – as promised from the outset - this site now runs exactly as the client wishes.
This site now sits among a prestigious list of clients who enjoy a first class service from a company who have delivered quality.
This short overview shows that there can be as much work required in gaining and implementing a new contract cleaning service as there is involvement in running it once awarded.
We have shown that through strong family values and work ethic CCL has the structures to successfully develop and maintain new business.
The reassuring part of this case study is that every new client receives the same attention to detail in making sure that what we offer is tailored to your individual needs.
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