View Cart (0 items)

Articles by Vince Elliott

Cleanliness measurement: Updated ATP study

September 19, 2010
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
Read More

Part Three of Three: Customer loyalty

September 19, 2010
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
Read More

Measuring CRUMIE Complaints

September 19, 2010
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
Read More

Putting The Hype To The Test: Part Two

September 19, 2010
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
Read More

Measuring Cleaning Performance

September 19, 2010
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
Read More

The Training Contradiction

September 19, 2010
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
Read More

Putting The Hype To The Test

September 19, 2010
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
Read More

Keys To A Successful Buyer-contractor Relationship

September 19, 2010
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
Read More

Keys To A Successful Buyer-contractor Relationship: Part Two

September 19, 2010
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
Read More

Using Customer-driven Value For Cleaning Cost Reduction: Part Two

September 19, 2010
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
Read More