Day Group

Top quality customer service at all times

After receiving a marketing email, Day Group facilities manager Kardine Connikie decided to speak to Enlight Group to see if the company was suitable to help the company and her colleagues with the cleaning of their sites around South West England.

“We currently have 21 sites and we use a number of service providers, mainly local to the area, to keep these clean,” says Ms Connikie. “But we were having a few issues with our Southampton site so after a quick chat with Ahmed – who was very helpful and accommodating on the phone and even more so when we met him in person – we decided to try his company there.

“Ahmed visited the Southampton site and gave an honest appraisal, which we liked very much and we went with him on that basis,” she says.

Following this initial ‘baptism of fire’, the relationship between the two businesses has gone from strength to strength.

The cleaning issues experienced by the Southampton site have been resolved, with the result that Enlight Group was then awarded another two contracts in the South East area, which also went well, leading to the Day Group starting to use the company’s building repairs services.

“We employ our own small works builder, but the company is growing and it’s becoming more difficult for him to cover all the sites, so Enlight Group are now helping us to meet more of our obligations to keep the sites well maintained and running and support our building repairs colleague, too,” says Ms Connikie.

At present, Day Group contracts require the input of five cleaners at the three sites Enlight Group is currently contracted to clean and one engineer at its Southampton site

However, these figures are likely to change in the near future as more of the Day Group contracts with other service providers come up for renewal, at which point Ms Connikie states that the company would like to see Enlight Group included as one of two main service providers.

As is so often the case when clients and service providers become closely aligned, positive developments for the Day Group also mean good news for Enlight Group, as the customer’s portfolio continues to expand and this requires more work for its cleaning and building repairs teams to complete.

The value of working in a true partnership relationship can additionally be seen, particularly in the association between Enlight Group and its client, as the customer is able to concentrate more on its own business offering and this should then allow it to achieve or exceed its growth ambitions in the future.

“Day Group is always changing and this includes the company doubling the number of personnel and opening four new sites over the last 10 years,” says Ms Connikie. “We also plan to launch more sites in the near future, too, which Enlight will be invited to submit quotes for cleaning and building repairs for, as well.”

The company is not just interested in expansion at any cost, however, and continues to take a highly responsible attitude to the maintenance and upgrading of its existing sites.

“We’ve made a recent addition to our Head Office estate and that building complies with all the net zero requirements, which is very encouraging and is allowing us to consider bringing more of our sites to this standard,” Ms Connikie continues.

The Southampton site, which was formerly considered a problem until Enlight took over the cleaning contract, is now in line for a large refurbishment project that will include a number of improvements to its fixtures and fittings and include improvements such as the introduction of a mechanical heating and ventilation system and renewable energy options.

“We also plan to completely rebuild our Purley offices and this is very likely to require more cleaning services and these are expected to be delivered by Enlight Group,” says Ms Connikie.

Having impressed Day Group with the quality of its work and the high standards of customer service established throughout the company, Enlight Group seem set to continue enjoying an increasingly positive relationship with its customer that additionally seems very likely to see it being entrusted with more work in the future.

For those requiring more evidence of the benefits and value of delivering exemplary levels of customer service, the comments of Ms Connikie should provide this: “I have to stress that it’s all about Ahmed and that’s been the case since we first spoke on the phone. We know that whenever we discuss anything about the contract we can just pick up the phone and speak to one of the management team and they will find a solution that works best for everyone very quickly.”

She further states that one of the many positives of establishing a good working relationship with Enlight Group is that of the high levels of very effective communication. This includes regular visits from the company’s management team to ensure that everything is working well. They speak to both the client’s representative and staff on site, with a view to resolving issues and checking whether any adjustments need to be made.

While it is highly important to communicate and check that the customer and staff are working well together, the main issue of delivering high standards of work has to be each company’s main objective.

“We also carry out regular KPI audits to make sure that all our targets are being met and those that apply to Enlight Group are always positive,” Ms Connikie continues. “This shows that we are working very well together and that’s the main reason why we are confident that we can continue to offer Enlight more work in the future and this will be delivered to the same high standards.”

Having met and exceeded the expectations of all those involved with the Day Group cleaning and building repairs contracts it is currently involved with, Enlight Group has placed itself in the enviable position of being its customer’s preferred contractor for further work in the future.