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Articles by Vince Elliott

Cleanliness measurement: Updated ATP study

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

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

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

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

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

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

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

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

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

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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