Fulfilling great expectations
February 1st 2010 Washrooms today have to live up to high customer expectations, says Mark Dewick,
UK sales director, Metsä Tissue.He believes it's about reliability and respect between
contractor and supplier
Most people have a perfectly reasonable expectation that a
washroom will live up to the environment that it is in. So
when in a quality hotel, a shopping centre, or a car
showroom for example, they expect a fresh, pleasant smelling, clean
room equipped with top quality consumables.
This is an expectation that can be delivered, but it doesn't just
happen by accident. Once a washroom has been designed, the best
fit dispensers have been installed, the required quality of
consumables ordered, and maintenance staff employed and trained –
you would think that maintaining them would be simple.The reality
is that this can only be effectively achieved with considerable behind
the scenes co-operation between product manufacturer, distributor
and cleaning contractor.
Excellence in washroom service is a team effort requiring plenty of
attention to detail, a quality approach and a commitment to
deadlines by all parties.
That's the view of Nick Green, divisional operational director for
Cannon Hygiene, Consumables and Textile Care, part of the OCS
Group,who is passionate about service and the suppliers that the
company works with.
"There are many tissue products on the
market and they come in a range of grades,
qualities and designs," says Green."Once
we've tested that a product is 'fit for a
specific purpose',we look at what else the
brand can provide.
"For over ten years we've bought a wide
range of toilet tissue, hand towels and other
products from Metsä Tissue's Katrin brand
because of the added value and reliability
this gives us as distributor and contractor.
"Overall we need to ensure that we will
not disappoint our clients in any way and
that respect is earned and sustained."
Try before you buy
Metsä Tissue allows customers to trial
products and dispensing systems before
commitment.This enables end users to
make the right choice of products, based
on quality, minimum waste levels and the
lowest 'cost in use'.
Metsä Tissue also supports distributors in
end user training and believes that there is
no excuse for not meeting the basic
washroom needs of staff and visitors 24/7,
365, if needed.
The company says it understands that
with the high expectations of users on the
washroom environment, running out of
basic items such as toilet tissue, hand
towels or soap products is just not
acceptable.
The company firmly believes that
such occurrences are usually down to
bad planning/ordering, poor
distributor/manufacturer relationships
or insufficient staff training.
"Metsä Tissue works with Cannon
Hygiene towards achieving a common
goal – keeping the customer
satisfied," comments Green."Metsä
doesn't just shift boxes for us – it ticks
all the boxes for us – with an excellent
range of products for every washroom
requirement."
Products are available from stock on
a 3-5 day delivery but they can deliver
faster in emergencies.More importantly, argues the company, Katrin
products have a top environmental certification:The Nordic Swan
label – giving clients the assurance that 'Katrin is not just a quality
brand, but one that they can feel
good about using'. More articles from Metsa Tissue Ltd: | 
