Diamond Certified Video Reports

SonoMarin Cleaning Services, Inc. in 5 Useful Answers

• Play from Beginning
• What inspired you to start your business?
• What’s the favorite thing you enjoy about the work that you do?
• What are some of the key things your company does to deliver high quality?
• Tell me a short story about an interesting job or customer.
• What makes your company different from the other house cleaning companies?

SonoMarin Cleaning Services, Inc. - Diamond Certified 5 Useful Answers - video transcript

Basically, I was working for corporate America with the main office out of Houston, Texas. My wife and I started the business in 1991, and I decided to join my wife at that time and make the company a little bit more professional, opening the arms to different adventures, if you will, in terms of the business. Quite frankly, in my previous life, I was involved with I.T., and I was involved in a completely different world. But at the end, I was dealing with people—that's basically what I was doing. A service company is about giving people what they want, what they need, and, in our case, especially those who cannot do themselves what we can provide. So, in most of them—not most of them, but a good number of the customers we serve—have limitations of different kinds, and we feel that we are delivering something that is significant, that makes a difference in their lives. To me, that has significance. A person who is new to the company, when they join us, they have to have good training. So, training is paramount in my opinion and maintenance of that training is absolutely necessary. We have regular meetings, both with the whole company at least once a month, and different teams separately, and even with different individuals. We have to enable them to understand the importance of what we deliver. The service quality is, again, paramount for us. There was a lady, a retired lady, that I spent no less than three hours talking to the first time I went to see the house and interviewed and everything. Then comes the first visit, and the crew calls and tells me, "Mr. Costa, what are we supposed to clean?" I said, "Well, I provided you all the information. You saw the house and everything." "Yeah, but when we saw it, it was in need of cleaning." I said, "Right now, there's nothing to clean." I asked, "What do you need?" The response was, "Well, I don't know, but the house is clean." I went to meet the crew, and in fact, the house was clean. I was like, "Well, there's some little things here that need to be, you know, touched up and everything." Then I asked, "What happened to your house?" She said, "Well, I was so embarrassed that I cleaned before you came." I said, "Don't do that. Take my word for it." I believe that a service company sells the invisible, and selling the invisible is a very difficult task. The one thing you must do is deliver as promised, and we strive to do that. We really pay attention to what the customer wants, what their expectations are, and meeting the expectation to the tee is, again, a difficult task, but we try the best we can to do it. Quality service really is our mantra. That's part of it. We do not compromise on the quality of the service we deliver. We strive to do everything we can, provide good training, and that's one very important point. We provide the people that work for us with all the tools and knowledge necessary to do the best service possible.

SonoMarin Cleaning Services, Inc. is presented in these Diamond Certified Resource Category Reports