Little Treasures started life as a small East Midlands cleaning business in 2003, but in just six years has expanded to become a full domestic services company with 35 employees. Owner Chrissy Roberts explains how she has used a 'can-do' approach to customer service as a platform for growth

 

A commitment to customer service can take you a very long way in business, as Chrissy Roberts has proved. Chrissy set up her cleaning business, Little Treasures, in February 2003. Then she worked by herself offering domestic cleaning. Today, the East Midlands firm employs 35 people and offers a wide variety of services.

 

"Over the past six years I've built the business up and increased the services we offer," says Chrissy. "Our motto is 'Any task, just ask. If we can't do it, we know a man who can'."

 

That can-do approach has tranformed Little Treasures from a simple cleaning firm into a multi-faceted service company. "As well as domestic cleaning, we now offer an ironing service, garden maintenance and a handyman service for DIY and painting jobs," says Chrissy.

 

"We also do light commercial cleaning for many clients including offices, a deli and a dentist. We work with estate agents doing pre- and post-tenancy clean-ups and we can also do pre- and post-clean-ups for events."

 

The latest initiative is a supported living service, providing care to the infirm in their homes. One client has Alzheimers, others include those that are just home from having an operation and young mums who need support after the birth of their baby.

 

 

Roberts has used a variety of marketing methods to promote Little Treasures. "We advertise in Yellow Pages and on yell.com, which has been particularly good," says Chrissy. "We have a website and are in the process of upgrading it. People are more Internet-oriented today. So being on yell.com and having our website has brought in a lot of business."

 

In addition, Chrissy advertises in local community magazines in the Welland Valley and Corby where she operates. "Advertising in the local community magazine has been good as we are in the faces of local people every month.  We are also in the process of producing new literature."

 

However, it's clear that much of the growth of Little Treasures has been achieved through positive word-of-mouth recommendation. "Our service makes us stand out," says Chrissy. "People know we are reliable and they can trust us and we offer flexibility. Everyone has their own foibles and we tailor-make our service to give them the service that they want."

 

 

Behind that customer service is a commitment to the 35-strong staff. "We are flexible with our staff and everyone works the hours that suit them. So mums can take time out for their kids if they need to. Our reputation is very good and that's down to our staff. We run in-house training and that means our clients get a very professional service."

 

Indeed, Little Treasures has already won the 2009 Job Centre Plus Employment Partnership scheme's Commitment to Diversity Award for the East Midlands region beating Asda and British Gas amongst others. This award recognizes that Little Treasures has shown a commitment to diversity and employed people such as lone mums who have found it hard to get work elsewhere. Now the firm has been shortlisted for a national award.

 

It just goes to show that a commitment to customer service and staff satisfaction is a powerful combination that can create a highly successful business.