Quality Control

Quality Control Manager

At Astound we recognised that despite advancements in safety & technology, companies were still be being let down by their cleaning providers. We were finding that with most cleaning companies the standards of cleaning would drop considerably from the when the contract was won. Corners were being cut by the operating staff to get the clean done quicker and then reliability lessened.

This got us thinking... and we found the answer with the recruitment of a dedicated quality control manager…

The Astound Difference

I would like you to take this chance to formally introduce myself. My name is Alyse Spratt, I am Astound Cleaning's independent Quality Control Manager. It is my job to ensure you are satisfied with our services and resolve any issues that may arise.

From listening to our customers and applying appropriate processes we have improved the services we provide you. We want to continue to do this and tailor our services to meet your needs.

I have been employed to be your first point of call and work through issues you may encounter in any aspects of our company. We have the luxury of letting me choose when to do random quality control inspections of your properties recent clean, but I can come and inspect your property on request as well.

When I carry out the inspection you should expect:

An examination of the work carried out. I do this by walking around the site after the operators have left, making notes on where improvements or remedies need to be made.
An assessment of the quality of service you received.
If a poor result is found a solution to why our operators encountered the problem and special attention to be paid on your next clean.
If any unsatisfactory standards are found, I will arrange for our operations team to come back and complete a second attempt. I will usually attend this clean to make sure it has been completed to the highest standard possible.
If no error is found our operators will receive a credit towards our employee of the month scheme.
Once the inspection has been completed I then type a report up on to our internal CRM (Customer Relationship Manager) system and send a copy to you, the client, and also to our operations director for review.
This proactive approach ensures that our operators are informed of any areas they need to work on next time and helps you by reducing the time you need to spend checking our work. In addition we've deployed satellite tracking, which keeps a record linked with Google maps of when our operators arrived and the amount of time spent there. We find this too ensures corners are not cut and our operators know I'll soon be online to check their work.

I look forward to providing this free of charge service to you and will continue to look at ways we can improve our service levels further. Please feel free to get in touch with me to discuss our processes or the work we've done at any point.

I appreciate your time is precious so if you could find a moment to discuss the service you receive, the day after your next clean, we can look into areas we can improve your clean.

 

Kindest regards,

Alyse Spratt
Quality Control Manager