Answer the email
Judith Cortes, Account Manager
Transcript of the film Answer the email, Judith Cortes
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Your satisfaction, our guarantee: here is how it is checked
If you are not satisfied, we make it right. That promise runs on three things you can see: a weekly audit by your account manager, a work-order portal that shows every task, and a quarterly review of the scores.
Answer the email
Judith Cortes on the rule every account manager works to. Elizabeth Zamora on the no-dust standard. Jose Gonzalez on closing the loop. 31, 35 and 37 seconds.
No dust
Elizabeth Zamora, Site Manager, Sutter SacramentoTranscript of the film No dust, Elizabeth Zamora
Loading the transcript.Closing the loop
Jose Gonzalez, Account ManagerTranscript of the film Closing the loop, Jose Gonzalez
Loading the transcript.
The system
Three checks, every account
Weekly on-site audits
Your account manager walks the site every week on a checklist. The coach, UFG's working supervisor, fixes what it finds.
Work-order portal
Clients see current work, scheduled tasks, completed tasks and quotes for extra work in one portal, and submit requests there.
Quarterly reviews
Each quarter we review performance, inspection scores and tickets with you, agree goals and change the scope where needed.
Practices
What the audit sheet covers
Routine inspections
Proactive checks across every service in the scope.
Client feedback
Your comments go straight into the plan, not a survey.
Staff training
Consistent training to keep the standard, with records.
Transparent communication
Clear, open dialogue about questions and concerns.
Improvement plans
A written fix for any service issue, with a date.
Follow-up visits
A return visit to check that the fix has held up.
Why it matters
Why we stand behind the work
Accountability
A direct line for any concern, and a record of what happened next.
Consistent service
Dependable work, every week, from a crew that knows the building.
Improvement
Adjustments as the building's needs change, agreed at the review.
Questions people ask
What happens when something is missed?
The account manager logs it on the weekly audit, the coach corrects it with the crew that shift, and the portal shows it closed. Repeat misses change the scope or the crew.
Can I see the audit results?
Yes. The weekly report goes to you, and the scores are reviewed in the quarterly business review.
Who attends the quarterly review?
Your account manager and, for larger accounts, the Facilities Manager.