SOL is fanatical about measuring performance. It does so frequently and visibly, and most of its metrics focus on customer satisfaction. Every time SOL lands a contract, for example, the salesperson works at the new customer's site alongside the team that will do the cleaning in the future. Together they establish performance benchmarks. Then, every month, customers rate the team's performance based on those benchmarks.
Great service requires cutting-edge technology.
Laptops and cell-phones are standard equipment for all supervisors at SOL, freeing them to work where they want, how they want. So the company stores all critical budget documents and performance reports on its Intranet, along with training schedules, upcoming events, and company news. A sophisticated sales database, also on the Intranet, tracks all of SOL's existing customers and high-priority target accounts, when they were last contacted, by whom, and what promises were made. Ten years ago, we couldn't have done what we do today. Fast Company LLC Fast Company retains the copyright in all of the material on these Web pages as a collective work under copyright laws.