letters and views Letters Insight from the JanSan industry. RIP, Activeion As an individual who possesses a degree in chemistry and one who has worked as a chemist in the cleaning industry for 22 years, I am continually dismayed by the demonizing of the word “chemical” and the implication that chemicals are universally bad for people and the environment. The fact is, chemicals are necessary for life, and virtually all processes — including the functioning of the human body — are based upon chemicals and chemical pro-cesses. Beware, because when someone throws around the word chemical with reckless abandon in our industry, they are about to try to sell you something, be it their influence or a device that claims to not have to use the “evil” chemicals. As the leader of a company that manufac-tures cleaning chemicals, my opinion can certainly be viewed as biased. We work hard to develop the safest possi-ble chemicals and unique delivery systems that minimize waste and enhance cleaning efficiency. Our philosophy is simple: Chemistry works, and chemicals — yes, chemicals — make our lives easier, our surroundings cleaner and our world safer. In our opinion, Activeion did not learn the valuable lesson that many failed com-panies throughout history have found out: Overpromising and under delivering is not a sustainable business model. Activeion now rests on top of the heap of other such companies— Mike Tarvin, vice president of Multi-Clean Inc. To The Editor Each month, we welcome readers to opine on the noteworthy — or even the trivial — aspects of their lives as JanSan professionals. The following is some of the correspondence we have received in recent weeks. This means incorporating training, learn-ing, planning and practice. David Hebert You actually need to treat people like they want to be treated, not how you want to be treated. Everyone’s personality is different, and to treat them all the same is a huge mistake since everyone responds to things in a dif-ferent manner. Editor’s Note: A recent discussion on the Cleaning & Maintenance Management Online Bulletin Board focused on customer service training. Excerpts from that conversation follow below. As always, keep the conversation alive if you have something to add. Jerold Wiley The first tip/trick to having a customer-oriented employee begins with the interview process. What is the applicant’s demeanor; is the person friendly; do you have to drag respons-es out of him or her; why did he or she leave the last job? Answers to these questions should tell you something about the individual’s personality, and that will tell you how he or she will handle the interaction with a customer. Part two is the new employee orientation, and this is where you can explain the com-pany’s philosophy. Part three is the initial training, and this includes the technical side, the safety side and the customer service side. Part four is the recurring training that goes on throughout the year and must include dis-cussions of customer service. And, part five is how you treat your staff. Show them how you interact with the cus-tomer and they will take your lead. CM Posted by: Amanda Martini-Hughes Everyone knows the golden rule: Treat oth-ers the way you would want to be treated. It seems simple in theory but, in practice, there might be times when it is hard. Does your business offer tips and tricks for employees centered around providing the best customer service possible to handle any situation, all while keeping their cool? Replies: Frankie Botelho You cannot have a preferred and valued customer program without a preferred and valued employee program. 6 CM/Cleaning & Maintenance Management ® • August 2012
CMM – Archives August 2012: 6
