[Lesley J]

does anyone ask the clients for feedback regarding the service they receive from your company, or do you assume that they would tell you if they were not happy ?

[PHILC]

I always regularly vistit places  wher we have got contracts to ensure everything is going well I also ask my employees to check with the client that they are happy 

[*Chris Browne]

I ring them once a month


chris

[Robert Parry]

Each contract is issued with a pocket computer containing a programme that allows them to rate each aspect of our service, this is also followed up with a monthly QA meeting where we present a report including graphs in order to ascetain if we have reached the required standards.

This method puts the client totally in control, and enables us to build close relationships with each of our client's, the investment required, both in time and money is not insignificant, but, in my opinion, is well worth it.

Would advise against the philosphy, no news = good news, as an awful lot of client's tend to change cleaners on an annual basis.

Regards,

Rob

[Paul Kettless]

We call the customers a minimum of once a month, the key though is to make sure that the customer feels comfortable giving comments.  Some struggle to give negative feedback as they want to avoid confrontation.

Regards
Paul

[Cinders]

There was a thread on here a while ago where someone provided a "Customer Satisfaction Survey".  I have not got around to having these produced myself yet but it could be an idea to provide these to your client in a blank envelope allowing them to stay anonymous and therefore encouraging them to be honest with their positive and negative feedbacks.

just a thought...

[Lesley J]

Thanks for your thought on all this we have been doing it but not on a regular or systematic basis, only when we thought of it, sort of now and then. Lesley