May <I>CMM</I>: Measuring CRUMIE complaints
May 27, 2009
The May issue of CM/Cleaning & Maintenance Management® magazine is now available online, featuring part two of Vince Elliott''s Fact-based management column on measuring convenience, repeat, urgent, mission-critical, image and employee (CRUMIE) complaints.
Elliott states that a repeat disappointment of the occupant''s expectation for service creates a loss of confidence in the service provider and raises the question about whether or not the service provider can be trusted.
He notes that urgent complaints are generally disruptive to the buyer''s work process, causing delays or requiring the buyer to alter what they do until the problem is corrected and can be caused by a failure that is out of the control of the service provider.
Elliott adds that employee complaints about the contractor''s staff are often not related to work performance itself, but can be triggered by employee appearance, conduct or even theft.
According to Elliott, the service provider may have no control over certain things, but a timely response to occupant complaints and ability to re-set expectations will be keys to success.
Vincent F. Elliott is the founder, president and chief executive officer (CEO) of Elliott Affiliates Ltd. of Hunt Valley, MD. He is widely recognized as the leading authority in the design and utilization of best practice performance-driven techniques for janitorial outsourcing and ongoing management.
Click here to view the digital version of the May issue.