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An interview with Dean Davies from Fantastic Services
About Dean Davies
Cleaning Supervisor for Regular and One-off cleaning services
I work for Fantastic Services
Do you find social media effective in marketing your business, or do you think it's overhyped?
Social media is proven to be very effective when it comes to marketing. We try to be active on those platforms and connect with our audience as often as possible.
How much do you rely upon word-of-mouth marketing?
Word of mouth is very powerful - nothing more trustworthy than a company recommended by someone you know well. Thatís why we aim to offer the best service to our clients. We know that if we do our best and impress our clients with the results they will share that with their friends and colleagues - nothing beats that.
What do qualities do you look for in an employee?
Well, it depends on the position. One of the most important qualities for me is good time-management skills. Some of our jobs are performed on an hourly basis and we try to cover as much as possible for the limited time. Attentiveness is also important because often people miss the small details when cleaning their home and we believe that the attention to detail makes a great difference. Ability to work autonomously - all cleaners undergo extensive training but in some instances, they have to work with no supervision without sacrificing performance.
What made you get into the business you're in?
As with most people it developed naturally, I started as a cleaner in one of the Fantastic Services teams and gained more and more knowledge and confidence in my work. After a few years passed I got more ambitious and eventually got promoted to supervisor, which is my current position.
What's one thing your target market don't fully understand, but would greatly benefit them if they did?
That would probably be the importance of deep cleaning. Many people donít realize that neglecting areas like the kitchen or bathroom can cause sanitation issues. Behind the stove or refrigerator, under the sink or behind can harbour bacteria or mould that is hard to see and reach. Leaving it undisturbed can lead to potential health hazards which people underestimate.
Do you think the internet is heading in a positive or negative direction?
Internet and technology as a whole have developed immensely. I think itís in a positive direction if you make the best of the technological advancements. For example, as more and more people shift from desktop to mobile we have to attend to that - we released our GoFantastic app which shows real-time availability. It makes the booking process more accessible and saves time which our clients appreciate. If you have Alexa, the virtual assistant, developed by Amazon, you can ask her to book you a service from us. Just enable the Fantastic Services skill and ask for a cleaning.
Is your business a lifestyle business, or are you always looking for continious growth?
The company is definitely focused on growth - we are expanding in new markets and areas while working on improving our services and employees.
What is unique about your business?
We are a one-stop-shop for home cleaning and maintenance service, constantly expanding our coverage and service portfolio. Our franchise model gives ambitious people the opportunity to lead their own team under the Fantastic Services brand and under its support. We also introduced the Master Franchise system for those who have the desire to recruit, develop, manage and lead a number of teams in a particular area.
We offer a Membership programme with special discounts and offers for the members, as well as preferential booking slots.
What works best when talking with your clients/customers - an informal or formal style of communication?There isnít a straight answer to that question. For me, the best approach when talking with customers is to mimic their tone. I have found that way of matching your clientsí approach and establishing a connection with them for better customer service.
Is the customer always right?
We always have in mind the customer experience. The customer may not always be right, however, we always try to gain insight from our customersí feedback and be thoughtful of their needs.
What extra lengths do you go to when looking after your customers that your competition don't bother with? Some of our services are guaranteed with free reclean if something is wrong. Also, we like to take a personalized approach for each job that we do. We always listen to our customersí requests before we start cleaning and follow their priorities strictly.
How much do you focus on after-sales support? We have customer support specialist available 24/7 over the phone, chat or email. Also, our clientsí accounts have a help desk that they can use anytime. Client retention is of great importance to us and one of our focus points of our business model.