We’re proud that so far in 2010 we haven’t implemented contract pricing increases for any of our clients at annual reviews. We know that the past two years have been especially challenging times for businesses generally, and many have severed loyalty to service providers in exchange for cost savings. Not Focus clients though, and in recognition of our clients sticking by us we’ve stuck by them, and our commitment to delivering true value-for-money services.

We haven’t done this by cutting down in the quality of products or services, and have continued to meet our obligations for remuneration reviews with all our team. Instead we’ve done this by continuing our streamlined business model – making use of modern technology such as ‘cloud’ computing software and VOIP phone services, as well as continuing to review and improve our own operating procedures.

This is part of our commitment to a true ‘partnership’ approach in working with clients, and just another reason that clients continue to choose Focus.

While it’s close, it’s not quite 100% so we’re now working on the areas that we didn’t get a full five-stars and our team are looking forward to edging up our satisfaction rating in the August survey!

Our recently commenced bi-monthly client satisfaction surveys are designed to accurately measure and report on what our clients think we’re doing well, as well as any areas that we’re able to improve.

Here are the results from our latest survey;

Service Delivery – Overall average 93%

• Consistency of site servicing: 4.8 out of 5 stars
• Attention to detail: 4.4 out of 5 stars
• Pro-activity of our team: 4.5 out of 5 stars
• Reliability: 4.7 out of 5 stars
• Flexibility in actioning requests: 4.7 out of 5 stars
• Communication of site issues: 4.9 out of stars

General Site Servicing Areas – Overall average 94%

• General office areas: 4.7 out of 5 stars
• Meeting rooms: 4.7 out of 5 stars
• Foyer/entrance areas: 4.7 out of 5 stars
• Washrooms: 4.8 out of 5 stars
• Kitchens: 4.7 out of 5 stars

Site Service Team – Overall average 95%

• General rapport and courtesy: 4.9 out of 5 stars
• Personal presentation: 4.9 out of 5 stars
• Flexibility and consideration of staff working on-site: 4.7 out of 5 stars
• Compliance with site security procedures: 4.6 out of 5 stars

We’ve asked Stephanie Lowe, Director of Insinc Products to tell us a little about their company and the Earthcare toilet tissue we purchase from them;

The Company

The Product

FocusServices GM and Director, Joss Jenner-Leuthart says “We really enjoy our relationship with Stephanie – being a premium service company ourselves it’s great to deal with someone equally passionate about their company and products. While we currently only purchase paper products from Insinc, we have recently been evaluating their environmentally-friendly cleaning chemicals and look forward to doing more business with them in the near future”.”

At Focus we’ve recently built and implemented a range of online e-surveys that enable us to accurately measure client satisfaction on a regular and structured basis. Our new surveys are designed to get straight to the point, take no more than five minutes to complete, and because they’re completed online, are simple and easy to use.

Regular feedback from our clients ensures we know what we’re doing really well, as well as any opportunities for us to better meet our clients’ requirements! And it means that even the smallest niggling issue a client may have can be sorted out immediately, rather than waiting until it gets worse before they let us know.

Our new e-surveys are just another thing we do differently at Focus, and just another way we deliver truly outstanding services for premium corporate offices.

While a growing number of cleaning companies are moving towards franchise-type operations to achieve rapid growth, we’re proud to stay true to our value of organic growth. This allows us to grow at a natural rate, with our service delivery and client satisfaction targets being number one, rather than our growth targets.

As a company we sit in a rather unique position in the market – we’re not a major national operator, nor are we an insignificant owner-operator. We have the strength, resources and dedicated team of a larger company, with a streamlined and efficient service model to deliver value-for-money and truly personalised service to every one of our clients.

At Focus we’re driven first and foremost by one measure – the rate of client satisfaction. So if you want to be a valued client, and not just a number, talk to us today.

Gone are the days of the old ‘cleaners book’, and good riddance to them too we say. The key issues with ‘cleaners books’ is that the communication only involves two parties – the cleaner and the client, and subsequent action follows no prescribed workflow. For us to be truly proactive in looking after our clients’ changing needs, we needed a system that not only involves our client care team and service teams, but also allows us to monitor request or issue trends on a daily basis.

Our customised system is fantastic, and response from our clients since the new system has been running has been extremely positive. Increased efficiency, streamlined processes for our clients and even greater customer service were our key outcomes – and we’re happy to report we’ve achieved all of this.

The process for our clients is very simple;

1. Email the service request to the dedicated email address provided or through FocusNet.
2. Our system will generate an individual ‘ticket’ for managing the request, create a workflow, and email the client straight back to confirm we’ve received their request and are onto it.
3. A team member will review and process the request according to the workflow – logging it as a task for our service team to action.
4. The service team will complete the task that night, and from their iPhone log completion of the task which then goes to the client to confirm that it has been completed.

This is just another milestone in our continuing endeavor to marry a time-old industry with the latest in mobile and web-based technology to provide the most customer-focused and efficient commercial cleaning service.

In an industry where ‘greenwashing‘ is all too common, the Challenge provides a platform for structured, third-party assessment of our operations, reporting based on our sustainability performance and a rating in eight key areas.

We’re pleased to have come out with an impressive average of 90.5% through the eight areas of assessment, with two areas achieving 100%. With the average of all participants’ assessments 74.5%, we’re proud to be batting considerably above our size!

The graph below from the Assessment Report highlights our score in each of the eight assessment areas compared with other assessment average scores;

Obviously we’ve still got 9.5% to go, so we’re currently working through the opportunities the Assessment Report has highlighted, and looking to improve our rating when we are assessed mid-2010!

To read the full Executive Summary of our Assessment Report, please download here.

Read the full article here

The Wellington commercial cleaning company, FocusServices has been selected as a finalist in the 2009 Sustainable Business Network (SBN) Awards for the central and southern region.

With an impressive client list including some of the capital’s most prestigious office tenants such as NZX, Clemenger BBDO, The Treasury and Jeff Gray BMW, FocusServices provides a full cleaning service that is designed to leave a low environmental impact.

Founder and director corporate accounts, Joss Jenner-Leuthart says FocusServices uses biodegradable products such as rubbish bags, bin liners and cleaning products and waterless microfiber cloths as part of its overall waste management strategy.

It is currently trialling a new bucketless mopping system that reduces water consumption by 80 per cent when compared to traditional systems and offers an online portal for client communication that does away with the traditional cleaner’s book.

Jenner-Leuthart says the real achievement in terms of the recent SBN announcement is being considered a leader in sustainable business practices by the judging panel.

“We see ourselves as the new face of an age-old industry and are excited about making the finals as it provides further creditability to our work in operating a sustainable business.

“In this industry, like many others, the notion of ‘greenwashing’ is a constant issue as companies attempt to re-invent themselves to attract environmentally and socially aware customers. However, you can’t just slap the word ‘green’ or ‘eco’ to the side of your cars and think that does it,” he says.

Jenner-Leuthart says he’s built the company from the ground up based on principles of sustainability and corporate responsibility, and is proud of its achievements.

“From our low-emission vehicles, our community involvement and support of the Wellington City Mission, right through to our significantly higher-than-industry average employee wage rates and working conditions, we’ve taken a holistic approach to sustainability in all aspects of our operations.”

The company has ambitions to be the country’s first certified carbon neutral cleaning company, and with the assistance of carbon offset provider ‘Offset the Rest’, is working to reduce, measure and offset any remaining emissions. Progress reports are updated regularly on the company blog – www.focusservices.co.nz/blog

Ends

For further information please contact:

Georgina Bond
Consultant
Wright Communications
(09) 366 2456
0275 444 716
georgina@wrightcommunications.co.nz

As a company with a strong commitment to sustainable business practices, it’s great to be recognised as a real leader in our field and further cements our reputation as a leading provider of cleaner, greener, better commercial cleaning solutions in the Wellington region.

We also extend our congratulations to other Wellington finalists: Kiwibank (Emerging, Large Business), Ideas Shop (Emerging, SME), Formway (Design & Innovation), Celcius Coffee (Trailblazer, SME), Energy for Industry (Trailblazer, Large Business) and Wellington Zoo (Non-profit).

The Sustainable Business Network Awards are in their fourth year in the central region, with past winners including Resene, NZX, and the Meridian Energy Building. Regional winners will be announced on 24 September, who then go onto the National Awards in Auckland on 12 November.

For further information please contact:

In searching for a key charity to support, we looked for an organisation that worked in the same communities that we operate and shared similar people and community-based values as ours. Right from the outset we saw a fabulous synergy between our company and the Mission for Families programme, which provides free assistance to empower struggling young families improve their own lives and the lives of their children.

Our regular financial contribution specifically goes toward the Mission for Families programme, which has two key objectives in providing assistance to families in trouble;

1. Initial relief provided in the form of food, clothing, bedding and assistance finding somewhere suitable to live; and
2. Through an appropriate mix of mentoring, advocacy, counselling, and education, the family can be helped out of trouble and risk onto independent and safe living, and ultimately a better quality of life.

“Our company operates with a labour force that have often come from, or are part of communities and families that struggle with everyday life. While we strive to provide a fair, equitable and supportive working environment for our employees, we’re excited about being able to assist making a difference in the wider community.”

“The Wellington City Mission was delighted to be approached by FocusServices about their desire to support our Mission for Families programme. Regular financial contributions from FocusServices will enable the Mission to continue to provide support for families who are often facing economic and social stress, alcohol and drug dependency and domestic violence.

Our supporters are people who identify with our ideals and are as passionate as we are about making a difference in the community. We look forward to a long and happy relationship with our new friends at FocusServices!”

For further information on the programme, see the Wellington City Mission website.

Carbon Neutral Certification offers a transparent process that forms a solid and credible platform on which to build and embed our environmental policies.

We know consumers are becoming more and more conscious of our environment and our impact on it, leading to an expectation that businesses will be environmentally responsible. As New Zealanders become more aware of the issues they are making informed decisions and choosing products and services that promote the sustainability of our environment and encourage a low carbon economy.

We are choosing to follow the Offset the Rest carbon neutral certification process as it is a rigorous process that adheres to the highest international standards; and gives our customers the security that they are supporting a company that has taken full responsibility for its carbon footprint, and therefore its impact on the environment.

Offset the Rest’s Carbon Neutral Certification is achieved by following a three step process:

1. Carbon Footprint Measurement

Measurement is undertaken in accordance with the highest international standards available; the GHG Protocol for corporate accounting and reporting, and ISO 14064-1.

2. Carbon Footprint Management

This fundamental step in the process involves the documentation of emissions and the identification of reduction initiatives. Offset the Rest is assisting us to develop a carbon management strategy and set emission reduction initiatives and targets that fit the profile of our company.

3. Offsetting of Unavoidable Emissions

Offsetting is achieved through the purchase of carbon credits and is the final step in becoming certified carbon neutral. Offset the Rest provide Gold Standard carbon credits, considered the world’s premium carbon credit for the voluntary market. Gold Standard carbon credits focus on renewable energy and therefore promote a low carbon economy.

Very soon you’ll be able to track our progress to achieving our number one sustainability goal through a new section of our website, so watch this space!

Bernie has been with us since December 2008, working as key member of our busy night service team. She brings a wealth of industry knowledge and experience to her role in the company, including seven years as a Supervisor with another commercial cleaning company where she was primarily responsible for multi-level office buildings.

Based from our Ngauranga Operations Depot, Bernie will be coordinating our service teams daily operations and site Quality Assurance programmes, as well as managing service staff training and development.

Situated on Wellington’s picturesque Taranaki Wharf, the building was originally built in 1907 as the head office of timber and building merchants C&A Odlin. The building was extensively redeveloped and restored in 2005 by Willis Bond & Co with Athfield Architects and now sits proudly as a landmark Wellington building and the home of the country’s stock exchange.

NZX has a strong commitment to sustainable business practices, is an active member of the Sustainable Business Network, and in 2008 won the award for ‘Emerging – Large & Corporate Business’ at the Central Regional Sustainable Business Awards.

Spread over three floors of the iconic Clemenger BBDO House on Kent Terrace, the building was originally designed and built as the New City Hotel in 1939 on the site of John Plimmer’s original City Hotel. The building still maintains a number of original features and stands as an example of ’streamlined’ art deco design.

“We are really excited to be working with Clemenger Wellington as a valued client. The company has a rich and proud history of achievements in Wellington, and also share a commitment to sustainable business practices.” said Director Corporate Accounts, Joss Jenner-Leuthart.

Other new clients in June included IT consultants TechTonics Group, web design firm Signify and property investors KAJOLE Group.