Quality Standards and Communication
With the SGB Group System, you get outstanding quality assurance and customer communication. Our Program’s tools and techniques include:
Daily Use of Log Books
As part of the SGB Group System, your team will keep a log book at your site, where you may leave instructions for the SGB Group contact and his/her crew and where that crew can pass important information to you about unusual conditions they have observed in your facility (for example, doors left unlocked or lights left on). We encourage you to communicate whenever you wish with the crew. Our log book is reviewed and signed each night by the franchise operator or their supervisor.
Damage Reports
The SGB Group cleaning crew members are required to report any damage, breakage, plumbing problems, or maintenance needs immediately to the franchise operator. If this occurs, a report will be entered in your log book.
Regular Site Inspections
We certainly don’t depend on our clients to monitor the cleaning services. Every facility receives a regular inspection from one of our Quality Assurance Representatives. A written quality control report is created for areas requiring improvement. This report is reviewed with the assigned operator and its onsite supervisor. All deficiencies are rectified immediately. Final reports are submitted and recorded for future tracking in SGB Group’s proprietary software system.
SGB Group’s directors receive daily inspection reports, indicating sites visited, problems encountered and steps taken to correct them. Furthermore, various dates are assigned by the system to reinspect the site to ensure a permanent improvement has been achieved by the franchise operator.
Periodic Telephone Surveys
SGB Group’s regional office contacts each customer periodically by telephone to ensure satisfaction with the work performed and supervised by the franchise operator assigned to each location.
Quarterly Rating Cards
Each quarter we mail you a rating card to fill out and return, so that you can rate your operator’s services and tell us if anything needs improvement.
Cell Phones
All of SGB Group’s crews are equipped with cell phones so that they can be reached 24 hours a day, 7 days a week.
Emergency Hotline
We maintain a telephone hotline for prompt response in special situations and emergencies. In case of an emergency at your facility, our personnel will immediately contact the person you have designated and follow the emergency procedures you have prescribed for the office or building.