LPM launches new Customer Relationship Programme

01 February 2013

The nationwide contract cleaning and janitorial supplies business LPM Cleaning and Support Services has appointed Sarah Karolczak to spearhead a new customer relationship programme to further improve the quality of its service delivery.

As the new Customer Relationship Manager, Sarah is a key point of contact for customers and is responsible for driving and improving customer satisfaction whilst supporting the operational team with day-to-day management of contract customers.

“We are striving to achieve even stronger and closer relationships with our customers,” says Joe Read, Sales and Operations Director of LPM. “We want to give them as many ways to talk to us as possible and creating a dedicated customer relationship manager is central to this ambition. It is an important investment for us and Sarah is proving to be an excellent addition to the LPM team.”

Sarah’s priority is to respond to customer issues, taking remedial action as and when required. However, as Joe explains, it is much than a reactive role: “LPM already has a very proactive approach to customer satisfaction with regular surveys and customer audits as part of its ongoing quality management review, which monitors satisfaction levels across the cleaning performance, the management and general responsiveness of LPM.

“With a deeper understanding of the customers, Sarah will be assessing our quality data, investigating areas that need more attention and getting closer to the customers.”

Sarah has a wealth of customer service experience from previous roles and recognises the importance of being responsive and instilling confidence whenever she is dealing with customer issues. “We want to improve standards across the board,” says Sarah, “and as a Customer Relationship Manager, customers want to know that I can address any problems they might have, and prevent them from occurring again.”