Service Sensing Technology

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Tim Hunta

February, 6 2015

GPS Validation for Mobile Workforce Time Clock


Paying for Work Not Done

A company recently reported to me that through an internal audit they discovered that they had overpaid their mobile workforce $440,000 in the last 2 years.  

Their problem was they had no way to validate that their workers were on the job site when they clocked in and clocked out.  They feared that their losses may have been even greater.  It was only through some secondary data that they were able to discover this loss.

This was not only a problem for them, but for their clients.  They had promised a level of service that was not being provided, which put their contracts in jeopardy. They wanted a solution.

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Tim Hunta

January, 27 2015

Guest Satisfaction - Giving Voice to Guests


Falling on Deaf Ears

I was recently in a very nice hotel in downtown Atlanta Georgia.  The architecture of this hotel was so incredible I had to take pictures to show the family.  The room was nice and well cared for.

The only thing that went wrong during my trip was housekeeping threw away my personal bottle of shampoo after my first night.  In their defense my stay had been extended to 2 nights so I had 2 reservations for the same room, one night after the other, and the housekeeper may not have known that.  The odd thing was all my other toiletries were still on the sink and my luggage and all my clothes were still in the room.  

I went down and mentioned it to the desk manager, who politely applogized and asked what size it was.  I told him it was a small travel size and the brand.  He then did nothing.  

Why is it hotels say they want to increase guest satisfaction, but are not willing to do anything to change their ratings?

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Tim Hunta

November, 14 2014

Top 3 Features of Janitorial Software


What should you look for in Janitorial Software?

Many companies large and small are now turning to janitorial software to cut costs and better manage their building services business.  

Most systems help with inspections; others handle route tracking, client feedback and job ticketing. Whether you want to purchase multiple systems for different functions or are looking for an all-in-one system this list will help you decide what you need.  

Along with what the software can do, it is important to know the tradeoffs, and what you would like to accomplish. You need to look at all the costs, and not just the price to determine whether or not you should employ the software.

Many software companies will try to sell you on the concept that if you employ their software you will win more contracts and your profits and business will grow.  That is just sales hype.  At the end of the day your clients care only about what it cost them per square foot to maintain the facility, and whether or not you did a good enough job for the money.  If they can get a better price somewhere else and the quality doesn't go down, they will jump ship.  You need the software to help you get the job done and keep your costs in line so you can be competitive to grow.  Landing new clients has more to do with your reputation and sales staff than the janitorial software you use.

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Tim Hunta

November, 7 2014

Why Hotels Fail to Improve Guest Satisfaction


91% of Guests Don't Report Problems

In 2012, I saw a survey done by the hotel industry that said, 91% of guests who have a problem in a hotel didn't report it, while at the hotel. They waited until they left and went online to TripAdvisor or some other service to bash the hotel and brand. Then they never came back.

As a person who has spent more than a year of my life on the road in 47 different countries, I believe I know why. The hospitality industry has not yet learned the definition of insanity. According to Albert Einstein it is "doing the same thing over and over again and expecting different results". Below are 3 reasons why they fail to improve guest satisfaction. Reason 3 is why 91% of guests don't report problems.

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Tim Hunta

October, 30 2014

Service Sensing Technology for Facility Management


Facility Management in a Connected World

Have you ever felt like you are being pulled in 2 different directions at the same time.  

Managment wants more work done faster at less cost and at the same time they want more data about what is being done.  If you take time to do more paperwork, you have less time to do the job.

The secret is to have technology do the paperwork, while you get the job done.  That is the promise of Service Sensing Technology.  It eliminates manual input by sensing who you are, what you do, and where you are, and records it for you with a few screen touches on your phone.

It can also automate work order management with an automated help desk, eliminating the cost of the help desk.  

Many of us carry more computing power in our pocket, than we had in our PC's just 20 years ago. Yet many operations and maintenance workers at facilities still use desktops and laptops to record and manage their workload.    

This is changing with Service Sensing Technology.  There are only a few technologies on the market that could be classified as Service Sensing Technology.  This blog article isn't here to promote them, but show you what to look for in these technologies to get the most out of your facility management software.  If your current software doesn't have some of these capabilities, you may want to see about an upgrade. Some have free software to help you get started.

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Tim Hunta

August, 15 2014

How to Evaluate Time Clock Software for Mobile Workers


How do you Choose?

If you have a large mobile workforce, your biggest expense is probably payroll.  Most of your workers are hourly and they don't work out of the office where you can see them come and go. Payroll inaccuracies can cost companies hundreds of thousands to millions in profit.

Time_clock

The list of companies producing time clock software for mobile workers is daunting.  Check out this list of Time Clock Software companies at Capterra.  This list doesn't include everyone; just the companies that filled out a profile on Capterra and be aware, some of these companies pay to be listed in premium spots.

After we implemented our first mobile time clock we had one worker try to take advantage of the system by clocking in and our from home before and after his comute.  He was a little surprised to learn that our system had him pegged on a map, at his house, each time he clocked in and out.

So how do you choose? 

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