Why Sun Building
Customer Service Program
At Sun Maintenance, the owners, managers and tenants of the commercial properties we service are our lifeblood. Serving them immediately, efficiently and cost effectively with the highest quality customer service available in the industry is both our privilege and our passion. Our innovative Customer Service Program is designed not only to respond to issues and concerns, but to act proactively, heading off potential problems before they occur.
- Each Customer Service Program is tailored to the specific needs of your commercial property. You determine the scope of work and frequency of service.
- A live customer service representative answers all calls 24 hours a day, 7 days a week and responds promptly to all customer needs, from simple work orders to emergency service.
- A Sun operations manager is also available 24 hours a day, 7 days a week and can be dispatched for emergency situations.
- If more convenient, communication with our corporate office is also available via our online work order software, a proven system for efficiently managing even the largest industrial properties.
Customer Service Program Overview
- When a property manger calls our Customer Service Department, a work order and confirmation number are generated. Work orders are immediately dispatched to the assigned operation manager.
- Accompanying the work order is a report that is notated throughout the job and can be tracked at any time. The report depicts the service requested, date of request, completion date, and the name of the employee who performed the service.
- At the close of each month, the reports are compiled and available for review by the property manger.
Customer Service Program Process
Quality. Service. Cleanliness. (QSC) / Total Quality Management (TQM)
At Sun Building Maintenance, our first priority is to provide Quality, Service, and Cleanliness (QSC), to your facility.
Total Quality Management (TQM):
Our signature Total Quality Management (TQM) program is essentially an evaluation of Sun Building’s adherence to our QSC standards. TQM is uniquely tailored to the specific needs of your property, and ensures that you receive the highest quality service in the business and that all contractual obligations are met.
- A Total Quality Manager will conduct regular inspections of the property to ensure contractual compliance and assess the work for cleanliness and timeliness.
- A TQM representative will meet with your building super on a scheduled basis to discuss concerns, and ensure we are living up to our QSC commitment. All new issues and requests are documented with a plan of action.
- A follow-up meeting will be scheduled to verify that all requests have been addressed and corrected to the satisfaction of the building super.
- Every Sun Building employee is committed to maintaining our Total Quality Management standards and is monitored to ensure our customers receive exceptional service.