At Spotless Commercial Cleaning Ltd, the management and development of our culture is of fundamental importance. Making our cleaning colleagues feel valued is central to our ambitions with regard to managing our culture and The WOW! Awards help and support our objectives around this.
Recognition lost in translation
In any commercial relationship, there is no greater accolade than recognition from the end user (customer) and often this is passed on by the customer to the servicing staff at a managerial level. If the praise and recognition does then reach those directly involved in the delivery of service, it is often diluted and the intent and impact is often lost in translation.
The WOW! Awards allow for direct recognition of the quality of service delivered to those involved in delivering the service. It is as simple and as effective as that – the words are those of the client and the recognition is unprompted and genuine in its intent. This creates the most powerful of dynamics that increases the feeling of being valued by the recipient.
One of the unforeseen benefits of The WOW! Awards is the impact that the initiative has had on strengthening and developing our customer relationships. Whilst our people feel good about receiving recognition we have also observed that our clients feel good about giving praise and in doing so this enhances their emotional attachment to ongoing engagement with Spotless. It also provides an extremely accurate barometer for those clients that would have an appetite for engaging with Spotless on other revenue streams out with our core services.
Having embraced the initiative in 2011 we very quickly witnessed at first hand the impact this was having on our cleaning colleagues, especially when we were awarded Most Inspiring Front Liner in 2012 through our cleaning colleague Debbie MacLachlan.
Whilst we recognise that it would be unrealistic for all of our 1200 colleagues to receive an award, the fact that we actively market the initiative provides a healthy reminder and focal point for all our colleagues as to “why we do what we do”.
Happiness and feelings of well-being are contagious – The WOW! Awards greatly support the diffusions of these feelings with in our organisation creating obvious cultural and commercial benefits.