Office Pride Honors Doug and Chelana Snell for Best Customer Satisfaction in 2013
Respecting Customers, Employees Is Key to Good Customer Service at Commercial Cleaning Franchise
SPRINGFIELD, IL - (Marketwired - Apr 2, 2014) - Office Pride commercial cleaning franchise has recognized Springfield, Ill., franchisees Doug and Chelana Snell with its 2013 Customer Satisfaction Award.
The Snells joined Office Pride in 2012 partly because of the company's mission to operate based on Biblical principles. That set of values demands that everyone -- from franchisees and vendors to employees and customers -- be treated with the same respect. For the Snells, that means not exposing potential customers to high-pressure sales techniques.
"When we go out to bid a job, we don't use any high-pressure sales techniques -- or any sales techniques, really," Doug Snell said. "We offer a service, and there are going to be some people who need that service and others who don't. We establish a fair price for our services."
Also, Snell doesn't believe in negotiating on pricing and that stance ultimately leads to happier customers.
"If you take the job at a lower price than is fair to begin with, it might lead you or your employees down the line to cut corners to save time," he said. "By issuing the price we feel is fair and sticking by our services when they do become a customer, we make sure we do exactly what we say we're going to do."
Snell's winning strategies include incentivizing his employees to perform at ever-higher standards. Employees who work for Snell's commercial cleaning franchise business can earn monthly bonuses just for showing up on time every day. They're also eligible for bonuses if they can clean a customer account in the amount of time allotted.
"They can earn 50 cents an hour for every hour they work that month," Snell said. "My wife, Chelana, and I clean the accounts for 4-6 weeks before we turn them over to the employees, so we know exactly what it will take work-wise and time-wise. We tell our employees if it takes three hours they shouldn't be doing it in two because they're cheating not only the customer but themselves."
About Office Pride
Office Pride's 20-plus years of commercial cleaning franchise experience and ongoing commitment to Biblical principles have helped make them a leader in the industry. Learn more at www.officepridefranchise.com.
Franchise Performance Group