Arcadia Case Study
For the past three years LaddersFree have been responsible for the window cleaning services at more than 1000 stores across the UK. This includes a daily service to flagship stores at The Westfield and Lakeside Shopping Centres in London, the Arndale and Trafford Centres in Manchester, the Metro Centre in Newcastle, White Rose in Leeds and the iconic Topshop store in Oxford Circus. The Audits that were carried out during 2012 and 2014 indicate very high levels of customer satisfaction and LaddersFree scored an average of 9 out of 10 for service.
The Tendering Process
When we were first approached regarding the tender for window cleaning services we took approximately three months carrying out extensive surveys to each and every store. We gathered comprehensive information on each store enabling us to determine the best operatives that could undertake the work at the most competitive price.
On all the Arcadia stores operatives are responsible for cleaning the outside and the inside of the windows as well as the mirrors, signage and internal balustrade glass.
You will never see operatives cleaning windows during store opening times as in every major shopping centre or high street mall they have received permission from the managements to access the stores before they open to the public. This allows store managers to relax in the knowledge that every morning when they open their store it is in pristine condition
Director Visits to Flagship Stores and Press Coverage
Phillip Green and his Arcadia Brand are the envy of the retail world. Flagship stores very often have high profile visits from directors or they host press events and as a result last minute cleans are needed to ensure these stores are looking their very best. We take the pressure off the shoulders of Store Managers and deal with these requests quickly and efficiently, thus giving them one less thing to worry about.
Additional Stores During 2014
During 2014 the Arcadia Brand was expanded and an additional 14 new stores opened. All these stores required a builders clean when they initially opened followed by a regular service that compliments the rest of the stores. They continue to receive the standard of cleanliness we are renowned for providing
Arcadia, like all our corporate clients, benefit from all of the following when they engage the services of LaddersFree
- A single point of contact for all their queries
- One payment point means less administration, indirectly reducing costs
- Full compliance with the health and safety legislation
- Adequate Insurance for all window cleaning methods
- Local window cleaners mean less travelling leading to lower costs.
- Regular audits and courtesy calls to ensure complete client satisfaction
- Fast response to requests for additional cleans
- A dedicated client help line
Richard Grinham, the contracts manager has spoken highly of the service he received from LaddersFree. He highlighted an example of the level of flexibility and the tight command structure we possess when he called on us to give an extensive and high level clean the day before the launch of one of Europe's most prestigious Topshop stores. As you never get a second chance at that all important first impression we carried out this clean, both inside and out, to his complete satisfaction.
It is this kind of service and work ethic which makes us the best in the business, and the best for your business
"As example of the level of flexibility and tight command structure that LaddersFree possess is the day before the launch of one of the most prestigious Topshop’s in Europe, which required extensive high level glass cleaning along with a large amount of internal glass cleaning, crucial to the stores initial opening perception; I was able to get LaddersFree to cost, carry out a courtesy call and fully clean a different Topshop in a another part of Leeds simultaneously in preparation for the planned visit that was announced at the last minute. This is one of the many examples of using the management structure that Laddersfree has at its disposal and underlines why they’re an integral part of our business, as together over the past 3 years they have enabled us to have the confidence to meet deadlines and cope with the anomalies that retail cleaning has a habit of creating" Richard Grinham - Contracts Manager