Elevating Client Experience & Retention

Service Description

In commercial cleaning, the service itself - cleaning - is a given. What truly sets a company apart is how operational teams build, maintain, and enhance client relationships. This course is designed specifically for Operational Managers who oversee client contracts and want a powerful refresher on the key components that drive client satisfaction, loyalty, and long-term success. This practical, high-impact session focuses on elevating everyday operations by embedding relationship-building into every touchpoint, ensuring your team is seen as not just service providers - but trusted partners in your clients' success. Audience: Single company Type: In person or Online Length: Half Day No of Sessions: 1 Minimum Delegates: 4 Maximum Delegates: 20 Location: TBC Aims: - To empower Operational Managers with the skills, knowledge, and confidence to become trusted client partners not just service providers. - To provide practical tools and insights that enhance client satisfaction, loyalty, and retention. - To create a shift in mindset from managing contracts to managing experiences and relationships. Objectives - By the end of this course, participants will: - Understand that cleaning is the foundation, but client experience is the differentiator. - Recognise the true expectations of clients and how to exceed them. - Learn how to mobilise contracts with the right foundations to set up for long-term success. - Develop skills to position themselves as trusted advisors, not simply a supplier. - Explore effective problem resolution methods that build credibility and trust. - Understand techniques for proactive communication and relationship nurturing. - Explore effective problem resolution strategies that build credibility, not conflict. - Learn techniques for sustained client retention through proactive relationship management. Course Modules: 1. Cleaning is a Given 2. Expectations vs. Experience 3. Building the Right Foundations / Mobilising a Contract 4. Becoming a Trusted Advisor 5. Relationship Building 6. Problem Resolution 7. Client Retention/ Retenders Dates On Request *Costs: subject to travel and overnight stay depending on client's location of training.