Luc Tillemans (Antwerp World Diamond Centre) on the succesful partnership with Multi Masters Group

A shining office

The AWDC defends the interests of the Belgian diamond industry, e.g., by representing the Antwerp traders at diamond fairs worldwide, from Las Vegas to Hong Kong. “There is a reason why Antwerp is the world’s largest diamond hub,” says Senior Manager Operations Luc Tillemans. “About 80% of all rough diamonds and 50% of all cut diamonds go through this city. Our mission is to stimulate and maintain this flourishing business.”

Moreover, the AWDC is committed to a fair and transparent diamond trade worldwide. “Partly because of our efforts, Belgium stands in the vanguard of the struggle against blood diamonds from conflict areas,” adds Luc Tillemans.

The Antwerp World Diamond Centre thus puts a premium on transparency and quality. The same values are the foundation on which the partnership with Multi Masters Group rests. “Multi Masters Group convinced us through their integrity. During the tender process, they refused to be dragged into a price race to the bottom, with low and unrealistic prices. On the contrary, they resolutely went for quality and openness. These are particularly important values to us.”

Complementing the AWDC staff

The Antwerp World Diamond Centre called in Multi Masters Group to assist their own two cleaners. “We looked for a way to ensure added flexibility at peak times or during work absences. The people of Multi Masters Group are therefore complementing our own cleaning team.”

The division Cleaning Masters looked for and found a suitable match for the AWDC’s in-house team. According to Luc Tillemans, this is also one of the main assets of Multi Masters Group: “One sees that they are close to their workforce. By dint of psychological insight and accurate selection, they have generated a true synergy between both teams.”

“Multi Masters Group showed understanding for this situation, and they adapted without complaining. That’s how it should be: support the client when the going gets rough.”

Dealing with clients and employees as a family business

In an industry where people play a vital role, Multi Masters Group always goes for a human approach. “Team leader An is a brilliant coach to her cleaning masters. This can be seen in seemingly unimportant things. She will not balk at joining the cleaning work if necessary or to offer a ride home to her team members.”

In this way Multi Masters Group remains as close as possible to the workforce. “This is shown, e.g., by the little presents offered to staff during the festive season, or by being attentive to people’s lives,” explains Luc. “For instance, when one of our cleaning masters needed to take a holiday as a result of a family situation, Multi Masters Group showed understanding by extending the vacation and provided an immediate replacement.”

Luc sets great stock by this human aspect: “I personally make sure that everyone on the work floor is treated with respect. Multi Masters Group succeeds in combining the personnel management of a family business with a proper service provision.”

Unique service provisions

Almost simultaneously with the choice for Cleaning Masters, Luc also called in Hygi Masters. “When the need arose to find a new pest control provider, the way to go was clear to me. As we were satisfied with the work of Multi Masters Group, it seemed quite logical to rely on them for this service.”

Hygi Masters exemplifies the characteristic values of Multi Masters Group. “It is clear to us that the same smooth and open service provision is delivered, repeatedly, by each branch of the group. The hygi master who comes here is always friendly, punctual and his work is superb, which also applies to all cleaning masters.” According to Luc, the direct approach deserves praise: “When I have an urgent request, a simple phone call will do. There is no need to wait a month for a response and we receive help ASAP. Nowadays, this is a rarity.”

Involvement and discretion

Discretion is an especially important feature of the diamond industry. Luc explains: “In the offices of the Antwerp World Diamond Centre we devote much attention to security. Multi Masters Group understands this very well and they take much care to recruit the right people.” Obviously, the close relations maintained between Multi Masters Group and their personnel come into play here. “I am convinced that their employees do not feel disregarded or ignored. There is no aloofness between the employees and their employer, which makes for an even greater involvement. As a client, we also reap the benefits of this approach.”

“There is no aloofness between the employees and their employer, which makes for an even greater involvement. As a client, we also reap the benefits of this approach.”

Reducing operations or stepping up to new challenges

Luc also feels quite comfortable in leaving the supply management of products and equipment to the care of Multi Masters Group. “Cleaning Masters purchases everything for us from the supplier. This saves us a lot of work.”

Multi Masters Group maintained this customized approach even in tough times. “The coronavirus outbreak gave rise to unpredictable scenarios. On the one hand we had to reduce cleaning operations, as no one was coming to the office, but, on the other hand, there was a need to step up to the challenge of organising disinfection work in critical areas. Multi Masters Group showed understanding for the situation and adapted without complaining. That’s how it should be: support the client when the going gets rough.”

No reason to change

As the AWDC is satisfied with the two services provided by Multi Masters Group, Luc views the future with optimism. “When you have built something beautiful with a partner, why change a winning team? We enjoy the excellent service provided. Who knows what the future holds in store in terms of possible additional services to be provided by Multi Masters Group?”.