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Recently, our company has ordered cleaning services from an X company. I was responsible for negotiations and fulfillment of the cleaning of our office conducted by the X company. However, on the accomplishment of the cleaning, I was absolutely dissatisfied with the quality of the job representatives of the X company has done because, on the one hand, it did not meet terms and conditions of the contract, whereas, on the other hand, the clearing of our office was still incomplete although we pre-paid the cleaning services beforehand and now we are accounting for a refund or, if the X company refuses to accomplish its work properly, we will file a lawsuit against the X company for the breach of contract and poor fulfillment of their job defined by the contract.
In the contemporary business environment, the quality of service is of the utmost importance. This is why our company viewed the high quality of the cleaning services as one of the major conditions of signing a contract with a cleaning company. At the same time, the quality is particularly important for cleaning services because the cleaning service is the matter of health of professionals working in our organization. Therefore, our company needed a reliable cleaning company that could perform these services well. As I was responsible for the negotiations with a cleaning company and control over the fulfillment of the contract and cleaning services, I started to look for a reliable company that has an extensive experience in the field of cleaning services. In this respect, it is worth mentioning the fact that I have found the X company, which had an extensive experience of operations in the field of cleaning services and, what was even more important, the company had good recommendations from its loyal customers. Taking into consideration good recommendations and the experience of X company I conducted negotiations and defined terms and conditions of the contract, where I defined clearly the jobs to do and expectations of our company. The X company agreed to complete the jobs respectively to our requirements and we signed a contract. However, on the accomplishment of the jobs, I found out that our office was not clean enough, for instance, the X company did not wash windows and its representatives argued that they do not have equipment to wash our windows, although we defined clearly that our windows should be clean and the X company agreed on this condition of our contract but failed to perform it properly. Hence, I insisted that the quality of services of the X company was poor and it did not meet terms and conditions of our contract.
At this point, I would speak about some elements of professional negligence in the work of representatives of the X company. What I mean is the fact that, before signing the contract, the X company should inform me that they have problems with the equipment and that they will not be able to clean our office respectively to the terms and conditions of the contract. In this regard, representatives of the X company just deceived me but, frankly speaking, the equipment is not crucial for the fulfillment of the contract because the company we used to work with did not use any special equipment for cleaning our windows. Therefore, I believe that representatives of the X company are just unwilling to clean our windows and, thus, accomplish the contract successfully. As a result, the quality of the cleaning services provided by the X company to our company proves to be poor that is absolutely unacceptable to our company. I still insist on the proper fulfillment of the contract. I wrote the letter to the manager of the X company and, if our negotiations on the fulfillment of the contract respectively to the quality standards defined in the contract have no positive outcomes for our company, our company will file a lawsuit against the X company.
However, the poor quality of the cleaning services our company has suffered from is not just the matter of money we paid for the cleaning services. In fact, it is not just the matter of health of our employees but also it is the matter of our own image, for our company’s office has to be clean and attractive to our clients, and the matter of the business ethics, for the X company has the inappropriate attitude to the client that actually leads to the poor quality of the cleaning services and the client’s dissatisfaction (Nauert, 2000). What is meant here is the fact that our company has suffered a lot from the poor quality of the cleaning services but such practices are absolutely unacceptable in the contemporary business environment.
As the matter of fact, the poor quality leads to the deterioration of the company-customer relationship. In the case of the poor quality of the cleaning services provided for our company by the X company, it is hardly possible to speak about any positive relationships between our company as a client and the X company. In contrast, I strongly believe that our company will never cooperate with the X company. This case proves that the poor quality leads to the consistent deterioration of the relationships between a company and a customer to the extent that the company can lose its customers, while its marketing performance is likely to deteriorate to the extent that one day the company can run bankrupt, if it fails to improve the quality of its services (Pinkerton, 2000).
Furthermore, in some cases, as is the case of our company and the X company, which failed to provide the cleaning services of the high quality, the quality may be the matter of the health of people as well as healthy organizational culture. What is meant here is the fact that our professionals, for instance, cannot work effectively, if our office is not clean. The poor cleaning services lead to the deterioration of the performance of our company and we cannot feel comfortable in the workplace. As a result, the performance of our company deteriorates because of the poor cleaning services of the law quality being provided by the X company.
Thus, taking into account all above mentioned, it is important to lay emphasis on the fact that the quality of services is crucial for the organizational performance as well as for the company-customer relationships. The negligence with the quality leads to the deterioration of the organizational performance and company-customer relationships, whereas the high quality of services leads to the customer satisfaction and improvement of the organizational performance.

References:
Becher, E. C., & Chassin, M. R. (2001, May/June). “Improving quality, minimizing error: Making it happen.” Health Affairs. Chevy Chase.
Griffith, J. R., White, K. R., & Bernd, D. L. (2005). “The Revolution in Hospital Management.” Journal of Healthcare Management. Chicago. Vol. 50, Iss. 3.
Nauert, R. C. (2000, Spring). “The new millennium: Health care evolution in the 21st century.” Journal of Health Care Finance. New York, Vol. 26, Iss. 3.
Pinkerton, S. E, (2000, Jul/Aug). “Integrated delivery systems: What’s happening?” Nursing Economics; Pitman.