Customer satisfaction is my priority – if the customer is satisfied we must be doing things right.- Value staff. My company is only as good as my front line staff [the cleaners]. I value their importance; their performance reflects the company’s image and reputation. They receive the best possible training, terms and conditions. I want the staff to be satisfied as well as the customer, the two are intrinsically linked.
- It is important to generate new business because a narrow customer base makes a company vulnerable, but it is even more important to retain existing customers.
- In the real world problems do occur, it is important to recognise them and rectify them quickly and effectively.
- Successful management is about having the knowledge of developments, to keep improving, even when everything seems to be working perfectly.
- Success is profit not turnover.
- There is a very good reason for doing things properly; it actually makes the job easier, and eventually quicker.
- By identifying our core activity we focus on what we do best ― Office Cleaning. Dividing resources in too many directions risks not succeeding.
- Expansion should be at a manageable pace. Over stretching resources will result in failure.
- We learn by listening, not talking.
Outside of the business I am honoured to be an Ambassador for the British Forces Foundation charity which the company supports. I have a passionate interest in the City of London and as a Liveryman and Freeman actively participate in its activities.
