Putting your client’s client at the centre of your service

Businesses are constantly encouraged to put their customer first.  According to research by Gartner, 89% of businesses compete through the level of customer experience they’re able to deliver - this is a major factor setting them apart.  

This customer centric business model has a great track record of success. Companies such as Apple, Samsung, Amazon and Google are just a few examples of businesses that have adopted this customer-centric business model.  They have identified exactly what their customer wants and have done their utmost to provide a product or service that meets these needs. 

Now, don’t get us wrong. Customer service is central to every organisation.  

Everyone knows the age-old sayings ‘Customer is king’ and ‘The Customer is always right’. However, B2B organisations that provide a service benefitting their client’s end-user are too often positioning their service as though they were a B2C business.  

“When you are providing a product, such as an item of clothing, for your customer of course your customer is automatically at the centre of your service. However, when you’re providing a service that your customer uses to maximise the experience of their own customer, it becomes their customer that you should be aiming to impress.  In this case the concept shifts to ‘The customer’s customer is always right’.” explains Chan, Managing Director at The Cleaning Company. 

Let’s take a supplier of Apple such as ADI, who provide the capacitive touchscreen controllers for the iPhones and Apple watch, as an example. Through understanding the requirements of Apple’s end customer, they have created a product that meets these needs perfectly, which in turn keeps their actual client, Apple, happy. If their products did not meet the requirements of Apple’s customers, then Apple would source them elsewhere.  

This theory is particularly important to consider within service sectors and, certainly, within the cleaning industry. A cleaning service is in place, ultimately, to keep the end user of a facility or premises safe and comfortable. Therefore, a cleaning contractor meets the requirements of their own customer by providing a great service to impact their customer’s customer.

For example, the contractor’s actual client could be a school. However, by creating a clean and safe working environment for pupils and staff, the cleaning provider contributes to ensuring these end users are able to perform at an optimum level. In a recent study by The Cleaning Company, 81% of teachers responded to say that they see a difference in their students’ behaviour when classrooms are clean and tidy.  This, in turn, contributes to the performance of those two groups and, as a consequence, the overall success of the school.

At The Cleaning Company, when we are working with our clients we take time at the very start of the contract to fully understand: 

  • Their business model or organasational aims
  • The stakeholders involved
  • Their requirements
  • How they measure, or are measured on, success.  

We then tailor our cleaning service to ensure we are contributing effectively on all these factors.

The Cleaning Company has recently launched a new campaign: #endusercentric. Thishighlights their approach across education as #pupilcentric, hospitality as #guestcentric and healthcare  as #patientcentric.  The campaign focuses on who benefits from our service and the impact a good cleaning service has on the full supply chain.  Chan Mehta further expanded on this by saying that “while we will always keep our customer at the heart of our business, we put our customer’s customer at the centre of our service”.  

The Cleaning Company provides exceptional cleaning services across a range of sectors, including education, hospitality and healthcare.  To speak to us further about any of the above or to discuss using our cleaning services please contact us.

No Comments Yet.

Leave a comment