FDR Services Corp.’s Service Manual was designed to give our customers an understanding of the standards and philosophy which all Account Managers are to follow during each visit to our customers.

The following outline demonstrates some of the service steps which are to be taken:

Documentation - Account Managers are to bring all relevant information to a customer visit to ensure that they are focusing on the right issues that will better assist them in servicing the customer.  This documentation includes; soil factor reports, current accounts receivable figures and current linen utilizations reports.

Observation - Account Managers must observe everything from the condition/access of the linen storage rooms, the number of bins in all areas, posted Inventory Level Sheets, the user areas to solicit feedback, the product mix in use and the user storage levels. 

Communication - All observations should be communicated with the Linen Manager and feedback should be solicited from key staff members regarding product quality, quantity and use.  The visit information is to be recorded on an FDR Healthcare Service Report. This report is to be distributed to the plant General Managers, the VP of Sales & Service and to the Company Executives.  Any plans of action that need to be taken should be initiated by this report and the customer receives a copy of this report for their files.