Only your client can truly reflect on your service and how well you are doing it. No one else can accurately determine how well you are performing your service. Unless your client performs regular inspections, they will rely on perceptions and tenant satisfaction to make their determination of your net worth. If you are performing your own Quality Inspections on a statistically valid schedule, you may be able to demonstrate some value directly. One of the best ways to show value without doing a lot of work is Facility Maintenance Software.
Committing to continuous improvement is a very important aspect of quality. This also ties directly into providing superior customer service. Continuous improvement demonstrates a willingness to invest in stronger relationships. When it comes time to evaluate performance, having a strong track record of improvement will likely increase your ability to retain and grow your business with clients.
You must be willing to dedicate your time to improving the client relationship. This may mean doing those little things that can improve satisfaction without draining your resources, attending meetings with them, or stopping in on a regular basis to be seen more as a partner in their success. How is this quality? If you have a great relationship, have invested in their satisfaction, and are well known, their perception of satisfaction will be higher. Even when your actual quality of service is excellent, if you fail on willingness, your value to the client may be perceived as average to poor.
You have to hire employees that you can count on to get the job done to the best of their ability. If you have employees that are not taking the job seriously, it is time to look for new employees, because their actions directly reflect your company as a whole. Your employees need to be held responsible for their actions and they must value their jobs.
If you have achieved a high quality of service, the value of your team should be recognized and marketed both within your company and outside your company. If you have done a good job with the first four areas, your client should be impressed, and they may be willing to help you get new business. Ask if you can use them as a reference. A good group of happy clients can make a tremendous difference when all other areas of your service look the same to new prospects.