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AmericanFacility <br />SERVICES <br /> <br /> <br /> <br /> <br />CUSTOMER SERVICE <br /> <br />American Facility Services, Inc. can assure our clients that any incident or concern occurring on <br />a contract job is handled professionally and promptly. In a situation where something is <br />damaged, broken, or reported missing, AFS will take the necessary steps to investigate and <br />remedy it as quickly as possible. Any other type of incident that involves other matters is <br />reported directly to Headquarters and handled based on the situation. <br /> <br />Our employees are instructed to immediately report to their direct Supervisor any situation that <br />results in damage or broken property of the customer where they are working. Incidents of <br />missing or discarded items may also be reported to the Contract Manager or Headquarters staff <br />directly by the customer. Emergency and office contact information is provided to all clients at <br />the start of the contract. <br /> <br />The AFS Contract Manager is responsible for documenting the incident, using all information <br />available from the cleaning staff and/or the customer. This report is used to conduct a formal <br />investigation into the matter, which may include formal interviews, inspecting the place of <br />occurrence, and then further documenting any additional information that may be obtained. <br /> <br />Based on the final incident report, a determination is made by Headquarters as to how to <br />proceed to resolve the situation. If possible, AFS will work directly with the customer to remedy <br />the incident if that is appropriate and acceptable to the customer. In some major instances, an <br />insurance claim may be filed or a claim filed against the AFS Fidelity Bond that will be in place <br />to protect the customer against any loss. <br /> <br />At AFS, we take responsibility for our employees and their actions. AFS strives to employ <br />personnel with the highest levels of integrity and experience. Because of our stringent hiring <br />practices, we have a very low occurrence of incidents on our contract jobs. <br /> <br />Resolution of Concerns <br /> <br />The AFS Contract Manager will always be available to receive calls regarding quality of work <br />concerns. The Contract Manager will respond by investigating the concerns and making sure <br />that the Site Supervisor understands the concerns and addresses them to the crew to correct <br />them immediately. The Contract Manager will then re-inspect and confirm the corrections have <br />been completed. He will also re-inspect at random intervals to ensure that the problem does not <br />reoccur. Please refer to our extensive Quality Control Plan. <br /> <br />EXAMPLE: <br />AFS has been providing janitorial services to an elementary school in Atlanta for five years, with <br />satisfaction scores of between 93% and 95% monthly. The contract was renewed for an <br />additional five years and then a new principal was assigned to the school. The new principal <br />informed us that the services were not being performed to her higher standards. After listening <br />to her concerns, we made improvements within two days, and she was fully satisfied with the <br />outcome. <br /> <br />Docusign Envelope ID: C42D9FE0-3B5B-473C-9B33-7C0B6B6AEBEA