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Articles by Vince Elliott

Cleanliness measurement: Updated ATP study

Vince Elliott
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In July 2008, I explored the idea of scientific measurement of cleanliness through a creatinine measurement protocol (urine concentration) and concluded that it was a very limited tool. The focus
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Part Three of Three: Customer loyalty

Vince Elliott
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Influencing customer expectations is perhaps the most powerful thing that can be done to build ultimate customer loyalty. Left on their own, customer expectations are framed by the individual''s past
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Measuring CRUMIE Complaints

Vince Elliott
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Are all complaints really equal? No. The reality is that while all complaints are not a service failure, complaints do reflect a wide range of perceived failures. Mission-critical Failures At
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Putting The Hype To The Test: Part Two

Vince Elliott
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I received a question from a reader about the effectiveness of scrubbing with ionized water — rather than chemicals — to clean floors. The following is the conclusion of a
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Measuring Cleaning Performance

Vince Elliott
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This column suggests some guidelines that will help you get the facts about measuring cleaning performance. Who''s Measurement Standard? Many quality measurement systems are founded on the wisdom and experience
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The Training Contradiction

Vince Elliott
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There seems to be three popular and nearly universal beliefs about training, which note that it is best when done in a classroom, done with a group and when all
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Putting The Hype To The Test

Vince Elliott
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I received a question from a reader about the effectiveness of scrubbing with ionized water — rather than chemicals — to clean floors. After some searching, I found equipment that
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Keys To A Successful Buyer-contractor Relationship

Vince Elliott
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In a recent survey of buyers, fewer than 6 percent said that they had a "good" contractor. More than 94 percent of those participating said that the relationship with their
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Keys To A Successful Buyer-contractor Relationship: Part Two

Vince Elliott
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Last month, I presented four issues to focus on to improve the complex buyer-contractor relationship. The following is the conclusion of those thoughts. The Contract The buyer-published contract "specification" is
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Using Customer-driven Value For Cleaning Cost Reduction: Part Two

Vince Elliott
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As you can see from last month''s discussion, there are three key interactive elements valued as important to customers: Various types of rooms are valued differently by each customer; some
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