working in partnership with a national retailer
As a national cleaning service provider, we understand the challenges our clients have of juggling budgets while ensuring their premises are clean and inviting for their staff and customers. When asked by a national retailer with 175 stores, if we would be up for the challenge of helping them align their budgets with an ensured service provision - of course, we knew we could do it!
Read on to find out more about our client Homebase and how we, in partnership with them, worked effectively to provide an excellent cleaning service, even through the ups and downs of the last 18 months…
The scope of the retail contract
At the time, Homebase had 175 stores located in England, Scotland, Wales and Northern Ireland. The cleaning service contract was to include:
retail store cleaning nationwide
washroom services (including hand dryers, hygiene and vending machines)
window cleaning
serviced dust control matting
Our client relationship reputation
Building lasting working relationships with our customers is what we strive for. Not only does it mean we can provide the best service, it also means that our reputation can literally precede us with new potential clients. This is exactly how this contract was won, through relationships.
Boxer were approached by an old customer of ours to see if we would be interested in taking over the national cleaning contract for their retail stores. Homebase were disappointed with their incumbent service supplier and were looking to change. Impressed by our proven track record in service delivery, they got in touch with us.
Client pain points
First off, we needed to establish what the existing client pain points were to ensure we constructed a suitable way of working which solved these issues as soon as possible, this would build the platform by which we could build the cleaning services they required. What we found was a usual list of issues, such as lack of auditing, low cleaning standards, poor management and smoke and mirrors around the hours actually worked to provide the cleaning services.
How could we resolve existing issues?
transparency
Transparency was going to be key in moving this contract forward. Clear clocking in and out systems needed to be set up to prove delivery of service and ensure that only hours worked were hours charged for. There would be no charge for non-delivery of service.
To help us set up a foolproof system, we decided to install a smart cloud-based time and attendance solution - uAttend - as our service tracking system. Not only would this system help us with logging in and out, it could also be used as a lone working tool, advising us of when staff aren’t where they should be or when they should be, so we could check on their safety.
(The successful implementation of uAttend into the Homebase stores has since been rolled out to all the premises we provide services to nationally, ensuring the safety and security of our lone workers.)
hours revisited
Together with Homebase, we stripped back the hours required for each and every store to ensure that only the correct level of hours were allocated and that unnecessary cleaning did not take place. This in turn would free up essential budget to be re-invested elsewhere into the stores themselves.
monthly store audits
We set up a plan where once a month, one of our Managers would visit each store. As part of this visit they would conduct an audit of the store to check the rigid KPI targets, together with the Store Manager. This would then be uploaded electronically to the Homebase Head Office.
the challenges
Mobilising any new contract will always come with its own set of challenges. Mobilising a national retail cleaning contract came with many, all of which we prepared for months ahead, to ensure a smooth transition.
The main challenge was the TUPE transfer of the cleaning operatives - all 300 of them. To prepare for such an increase in staff we quickly employed a number of supervisors and provided full training to them, not only in the services and standards but also in our company ethics. This would give our supervisors belief in our company which they could subsequently pass on to the cleaning operatives. Ensuring we employed the right kind of people who had the ability to build relationships quickly with their operatives pre-contract start, was imperative.
Inductions began 3 months prior to contract start as did their COSHH (Care of Substances Hazardous to Health) training, familiarisation with the equipment and meeting new colleagues. We wanted to ensure that all staff new to Boxer felt confident in that we would look after them. It was imperative that we also brought confidence to the Store Managers who rightfully were apprehensive of the changeover.
The incumbent service provider was extremely assistive in this process, which helped with a smooth transfer.
how do we meet tough expectations?
The answer to this is simply through communication with Homebase.
If we perceive any issues, we discuss these with Homebase staff to find a way, together, to iron them out. Sometimes this means looking at issues in different ways and finding different solutions.
Open and honest communication, providing regular feedback, working in partnership, all of these have helped us meet SLA’s and provide a service above and beyond the client’s expectations, and keeping the retail stores to a high standard of cleanliness.
adapting to COVID
One of the most difficult challenges we faced was the need to adapt to COVID-19 - quickly.
Our level of cleaning practices are already high, all we needed to do initially was to change the chemicals in use. However, it became apparent very early on, that sourcing of essential supplies was going to cause an issue. Our cleaners already wear gloves for them to conduct their general duties. Our existing supplier was struggling to provide the items we required, so we quickly needed to change supplier to ensure we had the essential materials to keep our staff safe while they conducting their day to day operational tasks and were able to meet our contractual obligations. The quick change of supplier ensured this flow of stock.
Homebase needed to adjust their floor layouts to be able to re-open as an essential supplier. During this month we were required to furlough our cleaning operatives. Upon re-opening we ensured our staff were aware and were provided with the equipment and materials required for heightened safety.
As the pandemic developed it brought about the need to change and adapt current working practices. We worked with Homebase to establish new SLA’s for reactive deep cleaning, hand deep cleaning, and support them with a 4 hour reactive call out service in case of an emergency. This service has been utilised several times since and our quick response has resulted in no store closures during this time.
the future
Being able to work so closely with a client to help them re-work their cleaning budgets which, in turn, provides money for them to reinvest in their stores brings us a sense of pride. Homebase are currently refurbishing some stores, adding new concession partners, opening decorating centres and there is always the possibility of new stores. All of this provides us with new opportunity. More stores to clean, new equipment required to clean a new type of flooring for example - we are on board with the changes every step of the way.
“We have been really pleased with our experience of Boxer FM so far. The team are helpful and supportive of the needs of our business. The cleaning is of a high standard and their willingness to provide recommendations on how we can make positive improvements shows their commitment to our partnership.
I would recommend Boxer FM to any company looking for a reliable and committed commercial cleaning company.”
We are an extension of the Homebase team, this provides us both with confidence that this contract will flourish as our relationship continues to develop.
Operations Director, Alex has been integral to the development of this national retail contract. Her background is in cleaning and she worked her way up, gaining a Level 5 Management Qualification along the way. Alex took this challenge and enabled the Boxer team to make it work. Here is what she added:
“I have worked here for 4 and a half years and the Homebase contract was the largest national retail contract we had won, to date. Boxer and Homebase is all about the partnership. The respect and help Homebase have given and what we have subsequently provided in return is something we are all proud of.
Homebase are a joy to work with. We want to continue to build on this partnership and replicate it with new customers.
All Boxer customers should feel like they are our one and only customer.”
Are you looking for a new cleaning service provider? Whether you have a small or large portfolio of properties we can help. Get in touch with our team to find out how we can help you to optimise your cleaning budget.
