Test: Does Your Company Qualify As A “White Glove Luxury Service Provider?”
A lot of companies out there claim they provide White Glove Service. But what does this truly mean? If you aren’t already working for top-level clients and attracting the most qualified employees in your industry, this may give you insight into why.
Let’s see if you pass the test:
Employee health - Do you follow CDC COVID guidelines to protect your employees’ health which requires them to wear a mask, sanitize their hands and social distance? Do you require them to stay home if they are sneezing, coughing or have a temperature?
Property protection - Do you have a Property Protection Policy, and does that policy include where you park your vehicles, how to install drop clothes and procedures on how to transport heavy equipment on your client’s property? Do your employees wear gloves and shoe covering when entering a client’s home?
Safety - Does your company have a safety policy, and do you enforce it even for a finger cut? Do your employees stretch and warm-up every day before performing physical work? Does everyone on your team possess and wear PPE?
Branding - Are your vehicles and employees wearing and displaying branded labels while working at your client’s property?
Contracts - Do you issue change orders with pricing — and gain client’s approval — prior to implementing additional work?
Supervision - Do you have a job supervisor who walks the property before and after work is performed? Does your supervisor proactively tackle ALL disagreements and discrepancies face-to-face with the client? Do they photo-document daily progress? Do you provide daily work orders (signed by the client)?
Admin - Do your clients have a copy of your current insurance policies and licenses? Does your company provide timely billing and, further, do you address late payment issues promptly?
Communication - Does your job supervisor return all client texts and phone messages before the end of each day?
Employees - Do you have employees who’ve worked for you for more than five years and who are willing to train less-experienced staff to continue the high quality service for years to come?
Client record keeping - Do you have a system to collect and communicate client-requests, project scheduling and work history, so that everyone on your team is made aware of in-depth knowledge of your client's preferences and project-specific issues?
If you answered “Yes” to:
All 10 questions, CONGRATULATIONS! You ARE a White Glove Luxury Service Provider!
You and your company have gained full-fledged rock star status. You should be charging top-level pricing and attracting the highest quality employees and clients within your industry.9 or less, maybe it’s time to up your game?
Here are a few suggestions to provide first-class service:Create a training program with incentives for your staff to increase their knowledge, accountability and efficiency.
Hold supervisors accountable for stellar work performance and gaining happy clients.
Develop an open door policy for conflict resolution. If anyone (clients or employees) is unhappy, you (the owner) should know about it.
Then, think deeply about why your company and staff aren’t already performing at this level. Is it because staff is incentivized by profits instead of work quality and performance?
These may be hard questions to answer because, ultimately, these decisions come from the top. Remember, the primary reason to look more closely at your business model is so that you’ll attract top talent and clients and win contracts even if you aren’t the “low bid.” Sound good?
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If there’s a way I can help you improve your performance and service, please reach out. I’d love to hear from you.
You’ve got this!
Kelly
