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- Conduct Research On Mops And Communicate With Customers
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Switching over to a new way of doing things is not something to be undertaken lightly. Frey spent about a year researching a better system, in response to complaints from employees about heavy buckets, as well as questions from clients about effectiveness of the traditional mops and how frequently the water was being changed.听鈥淲e had issues with clients and employees; no one was satisfied. I was looking for a better way,鈥� says Frey.Frey attended industry trade shows and happened upon the disposable microfiber mops, but she didn鈥檛 act immediately.听鈥淚 let it hit the arena for a little while to see if there was any backlash, and it was all great, so then we started trialing it in different areas,鈥� she says. 鈥淲e were really nervous, we thought we鈥檇 have problems, but we haven鈥檛. It鈥檚 been wonderful.鈥澨齋till, when a company alters its 鈥渙ld鈥� way of business and introduces a new way of doing things, Frey is a strong advocate of communicating the reasons for the change, both to the employees and to the clients.听鈥淵ou have to have the commitment of the whole team to implement the switch successfully,鈥� she says. 鈥淎 lot of communication and training is involved to ensure clients and the employees understand why spending more money is important.鈥澨齏hen they made the switch from loop mops about two years ago, Frey was approached by a client who told her that his employees were concerned that no one had witnessed her day porters do any mopping. After she explained the details, her client was totally on board.听鈥淚t shows our clients that we are pursuing technology, that we are not afraid to try new things,鈥� says Frey.And even though the systems seems straightforward enough, Frey took care to train the staff, making sure, for example, that they knew at what point the microfiber cloths should be tossed and to use them in small areas.听鈥淐ommunication is very big stuff, the more they understand why they are doing something, the more they can be on board,鈥� says Frey. 鈥淚鈥檓 very much about making sure they understood why we are changing the system.鈥�
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