Our Commitment to You

Should you choose EC Wisconsin as your building services partner, our commitment to you is to provide:

1. consistent, high quality service
2. pricing that represents an unbeatable value
3. total "ownership" of the cleaning in your facility

How will we carry out this commitment? Our proven action plan has the following key components:

•  clearly identify and respond to your needs
  
•  develop a customized service plan for your facility
  
•  assign the best personnel
  
•  properly equip and train our personnel
  
•  implement the most effective cleaning strategy
  
•  consistently monitor our performance
  
•  implement rigorous quality control systems
  
•  provide regular two-way communication
  
•  ensure the direct involvement of senior management
•  regularly review our overall performance
•  maximize our efficiency and minimize price increases to you

Responding to needs is an ongoing process as well. We strive to keep the lines of communication open and endeavor to be attentive to your evolving needs. This is at the heart of what it means to deliver service in a proactive manner.

The personnel assigned to service your facility will include:

Operations Manager - The Operations Manager is a key member of our senior management team and serves as your primary contact. This individual takes bottom line responsibility for our performance. He or she understands the contract and our service plan thoroughly, actively directs operations in your facility, maintains close contact with you, and possesses the knowledge and authority necessary to meet all of your needs.

On-Site Supervision - There is no doubt that in contract cleaning the quality of the on-site supervision is critical. For us, this has long been an area of strength. According to many of our clients, the quality of our Supervisors is the distinguishing feature of our company. In order to secure the best performers for these positions, we screen and select very carefully. Whenever possible, we promote from within. What sets our Supervisors apart, however, is the thorough training, competitive pay and benefits, and positive work atmosphere we provide.

We will devote the maximum amount of supervision time possible to your facility, and will ensure that the Supervisor remains free to supervise. Our on-site Supervisor is supported by an Area Manager, who provides training, direction, encouragement, and, as needed, additional human resources to keep the Supervisor from becoming bogged down in production tasks.

Cleaning Personnel - Despite operating in one of the tightest labor markets in the country, we have consistently been able to attract and retain enough qualified cleaning personnel. Indeed, in an industry know for severe labor shortages, we have been able to maintain high levels of staffing. This is owing to a variety of factors—effective human resources practices, competitive pay, thorough training, opportunities for advancement—but the most important is a motivating work environment that enhances employee retention and enables the company to be largely self-recruiting (currently, more than 65% of new hires in our company come from employee referrals and former employees returning).

In starting a new facility, we try to place only trained, tenured cleaning personnel. When this not feasible, we provide additional supervisory or production support as needed during the start-up in order to ensure that you are protected from the new recruits' "learning curve."

We are committed to providing our on-site personnel with the supplies, equipment and training they need to complete their assigned duties to the required standard. Our dedicated Supplies and Equipment Department takes responsibility for ensuring that the tools we use are state-of-the-art, that personnel understand their proper use and care, and that adequate inventory is maintained at all times. Further, we have in place a full array of training programs designed to ensure that the employees who take care of your facility on a nightly basis are trained thoroughly and properly.

Area Managers and Operations Managers complete regular written evaluations of quality during both daytime and nighttime facility visits. Any needs, concerns or requests are recorded and processed using "work tickets" generated by a work-completion tracking software program. This program provides clear communication and visibility, and ensures that each item is followed through to completion.

Other quality control tools include: on-site logbooks for daily communication of details or simple requests; and quarterly Quality Assurance Surveys sponsored by our Executive Management team.

Ensure the Direct Involvement of Senior Management    Top
To secure "total ownership" of the cleaning in your facility, we make sure that our most experienced and committed managers are directly responsible for nightly operations and remain in close contact with you. Your key contact, the Operation Manager, directly oversees the Area Manager as well as the Supervisor and on-site team, and visits the facility not only during the day but at night while operations are in progress.

Furthermore, our Executive Managers check in with you on a regular basis to ensure that the senior manager assigned to your facility is in fact taking the necessary "ownership" of the service, as well as to make certain that we are delivering what we have promised.

Regularly Review Our Overall Performance    Top
On an annual basis, we will ask to sit down with you to review our overall performance. This review is not, as with some vendors, simply a pretext for delivering an annual rate increase. In fact, we schedule this meeting mid-way through the service year in order to keep it separate from the issue of any price increase. The annual review is a time to assess our overall performance and your satisfaction, as well as to revisit the contract specifications and address any changing realities or needs. It is a formal opportunity to review our partnership, to determine if there are ways to improve the quality of our service or to increase our value to you.

Of course, because of the competitiveness in the industry, we have to assume high levels of efficiency and productivity from day one, and this is reflected in our initial proposal for service. Nonetheless, we are always looking for further gains in efficiency, either through improved tools or methods or through ongoing experience in your facility. We value your business and are committed to sharing any such gains with you. This is, we believe, what it means to be a true "strategic partner."

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