Quality Assurance

Quality Service and Customer Satisfaction are BSM’s Primary Focus

Our steps to achieve quality include:

Listening well and fully understanding our clients needs and expectation
Perform regularly scheduled walkthroughs and quality control audits
Provide proper training upon hiring as well as throughout the employer/employee relationship
Provide our operations staff with walkthrough results and punch list items to act upon

ClientCom Online Customer Service

We use technology to provide our customers with value added service.

BSM’s ClientCom system means customers can log on to their account at bsminc.com and request a special service work order, issue a corrective work order, notify us of new vacancy or occupancy, or request a proposal.

Customers can also view complete work order histories and see other up-to-the-minute information.

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Inspection Database

BSM goes beyond satisfactory performance by documenting all cleaning deficiencies (and successes) on our quality inspection report form.

The results are entered into a database where they are used to assess performance, track trends and help us improve your service.

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Performance Scorecard

Employees’ performance is closely monitored to assure that service expectations are met or exceeded.

This system supports frontline employees, promotes efficiency, and aids our operations staff in ensuring our services are operating smoothly.

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Employee Recognition

We are especially proud of our quarterly employee recognition program, safety performance incentive program, performance appraisals, and our “Job Well Done!” instant recognition program.

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Customer Communications

Frequent communication and customer follow up is a key element of our Quality Management System.

We make it easy to communicate with us, using log books, mobile e-mail, two-way radios and cell phones provided by BSM, an account manager is just a call away and always immediately available to handle your service requests.

Another effective way for our customers to have a voice is through our Customer Satisfaction Survey, which we use to measure your quality perceptions of our work. By tracking service responses, we can implement preventive/pro-active measures to further enhance our performance.

Testimonials

“I know I can call you at any time especially when there is an emergency, and you either answer your cell or return the call promptly. Your staff and technicians are courteous, polite and well groomed.”

“Thank you for the services you provided my client for the tenant improvements. They were in a rush to occupy the space and you met their schedules on time.”

“I was very pleased with the service provided. I won’t hesitate to call for additional services in the future.”

License #:870303