Store: House Cleaning Training Videos on Running House Cleaning Business

House cleaning training-C.O.R.E. English-Full 5 module set

IS YOUR CLEANING PROCESS EFFICIENT, CONSISTENT AND PERFECTION DRIVEN?

KEY FACTOR:

In this ‘if anything can go wrong it will’ residential cleaning service environment a key factor is having a simple to implement training program in place. It is core to the success of your company and, too often, poor training is at the core of many of our daily problems. Your cleaning process must be efficient, consistent and perfection driven. A process driven cleaning system will start your employees out with good habits from day one in both the administrative and cleaning responsibilities of their jobs. A well deployed process driven cleaning system will make the difference between complaints and satisfied repeat clients as well as the difference between a team of 2 cleaning 4 large homes a day instead of 3, with the added bonus that they will not be fatigued. Efficiency is not only good for the bottom line it is also good for the cleaner both physically and monetarily.

ACTION ITEM:

Determine what process of cleaning your company will use as well as the number of team members, if you will rotate cleaning areas within a cleaning team, etc. There are a number of different ways to run a residential cleaning service and each one requires a different approach in your day to day operations and, of course, your training process. Then determine what process of cleaning your company will follow. Will they always start at the same spot in a kitchen, will they use aprons, do they do all of the glass cleaning on one trip and all of the dusting on another trip, etc. Document these decisions in a way that can be easily and consistently shared with your cleaning employees on their first day of work.

 

IMPLEMENTATION PROCESS:

Train each and every new employee how to clean using your cleaning process, whether they come with experience or not. If you are introducing a new system to your current cleaning staff train each and every one of them the new system. You are not retraining them because it is a new system and they have not learned it yet. Approach them with the same confident and motivational attitude you would take with a new employee. Demonstrate your system to the new and/or current employees until they can answer a set of questions regarding the system.   Media is the most effective and consistent mode of demonstration.  Always have the new employee learn your system before they even enter a home. When your trainer watches everything that the new employee does in the h it is an act of professional and actually admired by your clients and leaves them not viewing your company as having a lot of turnover but, rather, having a quality driven management system in place.  What is key to the level of professionalism in the eye of the client is a trainer who does not pick up a rag while training.

For an in depth understanding of starting, growing and running a successful residential cleaning business using our premiere DVD training, please view the following samples.

 

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5 DVD C.O.R.E. training Modules – English & Spanish
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5 DVD C.O.R.E. training Modules – Spanish
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Train the Trainer-How to Implement House Cleaning Training

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House Cleaning Training: How To Clean A Bathroom-Module Iii-English & Spanish-C.O.R.E. Training
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THERE IS A BEST PRACTICES PROCESS FOR BATH CLEANING

PROCESSES ARE CRITICAL FOR EFFICIENCY WHEN CLEANING BATHS

WE CANNOT SOLVE OUR PROBLEMS WITH THE SAME LEVEL OF THINKING THAT CREATED THEM

ALBERT EINSTEIN

KEY FACTOR:

Baths are generally the easiest to teach cleaning processes in. Most bathrooms are designed similarly requiring few adjustments to the basic rules and processes.Bathrooms do not normally have expensive pictures and knick knacks so the breakage and damage factor is small. They are very easy to check for quality. For this reason, if your company works on teams new cleaners are normally started in the bathrooms. Bathrooms, however, are very hard work and very physically demanding. If your company utilizes men to clean they often make fabulous bathroom cleaners because of their increased strength over that of women. As in all areas of cleaning, always look at who is the best person for the job.

ACTION ITEM:

Develop a process for cleaning bathrooms or adopt one that has been formulated by others. The bathroom process will require three trips around a room. The first trip is for long dusting, the second is for scrubbing the areas that require a scrubby and some type of detergent (comet, Bartender’s Friend, Bon Ami, etc.) and the third trip is for wiping and shining (allowing the shower to dry naturally a bit by not drying and shining it on the second trip will save a lot of time and rags). An apron must be utilized by the bathroom person to insure the highest level of efficiency and quality. Develop a specific set of rules to be followed by the bathroom cleaner. Be sure that the bathroom cleaner understands the rules and processes before they enter the client’s home.

IMPLEMENTATION PROCESS:

Develop a process and specific rules that relate only to the bathroom area and teach the process and the rules to your bathroom cleaner. Some basic rules for cleaning bathrooms are:

  • Check the baths for excessive hair and vacuum out if bath is dry
  • Remove trash and rugs and set outside of door
  • Take three trips around the room to clean
  • Always work from top to bottom and left to right around the bathroom
  • Do not rinse an area until you are finished cleaning it
  • Always contact the office if you break or damage anything in the client’s home
  • Always put your cleaning tools back where you found them immediately after using them
  • Put client’s items back exactly as you found them
  • Use the appropriate tool or product
  • Make sure what you are doing is making your company money
  • Use both hands
  • Don’t waste time re-shining an area that is already clean
  • Be aware of your time

Have the bathroom cleaner watch a professional who is fast, efficient and quality driven perform the bathroom duties or have the cleaner watch a training video. Most of our cleaners are visual learners. Try not to have them watch a cleaner in a clients home if you want the client to be left with a remarkable experience.


   
For an in depth understanding of starting, growing and running a successful residential cleaning business using our premiere DVD training, view all of our DVD samples.
 
 



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Seminar Recording: Habit #3 Put First Things First-English & Spanish

THE KEY IS NOT TO PRIORITIZE WHAT’S ON YOUR SCHEDULE, BUT TO SCHEDULE YOUR PRIORITIES

STEPHEN R COVEY

THE SUCCESSFUL PERSON HAS THE HABIT OF DOING THE THINGS FAILURES DON’T LIKE TO DO

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STEPHEN COVEY

I THANK GOD I LIVE IN A COUNTRY WHERE DREAMS CAN COME TRUE, WHERE FAILURE IS SOMETIMES THE FIRST STEP TO SUCCESS, AND WHERE SUCCESS IS ONLY ANOTHER FORM OF FAILURE IF WE FOGET WHERE OUR PRIORITIES SHOULD BE

HARRY LLOYD

KEY FACTOR:

Habit #2 was about doing the right things and Habit #3 is about doing things right. Setting priorities to reach the goals was established in Habit #2. A major part of successful living lies in the ability to put first things first. One of the reasons most major goals are not achieved is that we spend our time doing second things first. When discussing Habit #3 with your staff you are really telling them to do what they need to do. In Habit # 2 they planned their life and in Habit #3 they are going to do their plan. This is the habit where they learn that it is often ‘easier said than done’.This is the most tedious and disciplined habit and the most important habit that you will teach your staff because this is the habit that teaches them self discipline, self management and will power. It is also the habit where they will be able to start realizing day-in and day-out successes in both their personal and career lives because of working their plan. Concurrently, you will also start realizing day-in and day-out successes because of the efforts that you have put into sharing the wisdom of the 7 habits with your staff.

ACTION ITEM:

The sharing and implementation of this habit will go on forever. Plan a meeting where you discuss Habit #3 along with meetings that teach the skills necessary to implement Habit #3. This habit requires huge organizational skills and these skills will need to be taught to your cleaning staff. Teach them how to set priorities. Teach them what makes the difference between things that are urgent and things that are important and teach them how to determine what really is urgent and important.

IMPLEMENTATION PROCESS:

Plan the meeting time and date where you will introduce the importance of setting priorities and putting first things first and then actually doing those things. Spend time talking about the four quadrants that everything falls into

  • Things that are urgent and important
  • Things that are not urgent but important
  • Things that are urgent and not important
  • Things that are not urgent and not important

This is the area that seems to create the largest problem for people when they are setting priorities. Most people spend the majority of their time in the last quadrant and very little time in the second quadrant. Be sure that you are able to express the importance of doing things while they are important so they will never reach the urgent stage. Providing your employees with some tools to help in this area, like a little calendar for them to track their appointments or a little note book to write reminders to themselves or even keep their ‘things to do list’ will help to engage them in this habit.

Research this topic on the internet and prepare your first presentation or use Rags to Riches video Habit #3 to introduce this topic to your cleaning staff. Once the topic is introduced it very easy to keep alive in day-to- day discussions because you will constantly have opportunities to ask your cleaners what quadrant their priority really fell into. Just getting the topic of setting priorities on the table at your office will greatly help to expedite organization in your day-to-day operations.

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House Cleaning Training: How To Long And Short Dust-Module Iv-English & Spanish-C.O.R.E. Training

EFFICIENCY WITH QUALITY IN DUSTING REQUIRES A PROCESS

THERE ARE RULES THAT ARE SPECIFIC TO THE DUSTING AREA

A PROCESS MUST BE DEVELOPED AND TRAINED

WE CANNOT SOLVE OUR PROBLEMS WITH THE SAME LEVEL OF THINKING THAT CREATED THEM

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ALBERT EINSTEIN

KEY FACTOR:

There are really 4 key areas when cleaning a home; dusting, kitchen, bathrooms and floors. Dusting is generally the most challenging area for four reasons:

  • It has the most detail
  • It contains the most challenges regarding breakage and damage
  • It is the most difficult to check
  • It normally gets the most complaints from clients

For this reason the dusting in a home should be performed by the cleaner with the most experience in your company. If you are operating under a team concept dusting is normally performed by the Team Leader but there could be exceptions to this standard. Always look at who is the best person for the job. Process cleaning is the most important in the dusting area. A thorough process followed consistently will assure that nothing is missed while dusting.

ACTION ITEM:

Develop a process for dusting or adapt one that has been formulated by others. The dusting process should require two trips around a room. One trip is for long dusting and the second is for short dusting and glass cleaning. An apron must be utilized by the duster to insure the highest level of efficiency and quality and the lowest level of breakage and damage. Develop a specific set of rules to be followed by the duster.Teach the rules and process to the duster before they enter the client’s home. Basic training should never be performed in front of a client. You must watch the duster and correct errors in the client’s home but you should never do initial training in front of a client if you want to leave a client with a remarkable experience.

IMPLEMENTATION PROCESS:

Develop a process and specific rules that relate only to the dusting area and teach the process and the rules to your dusting cleaner. Some basic rules for dusting are:

  • Gather trash in all rooms
  • Take two trips around the room when dusting, one long and one short
  • Use long strokes that end down when feather dusting
  • Put things back exactly as you found them
  • Do not clean a picture or painting front if there is not any glass covering it
  • Be aware of your time

Be sure to teach the other rules of cleaning in a home that relate to all four areas of cleaning. Have the cleaner watch a professional who is fast, efficient and quality driven perform the dusting tasks or have the new duster watch a training video. Most of our cleaners are visual learners. Again, try not to have them watch a cleaner in a client’s home if you want the client to be left with a remarkable experience.


   
For an in depth understanding of starting, growing and running a successful residential cleaning business using our premiere DVD training, view all of our DVD samples.
 
 



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Quality Control Checklist

YOUR QUALITY CONTROL SHEET CAN DOUBLE AS A SALES TOOL

KEY FACTOR:

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Leaving some type of a quality control check sheet each time you clean a customer’s home will accomplish three key factors:

  1. It will insure that your cleaners are really checking the home before they leave
  2. It will insure the client that the home has been cleaned thoroughly
  3. It gives you an opportunity to sell more services

ACTION ITEM:

Put together a quality control sheet that requires your cleaners to check certain things in a home. Make sure you send a sheet for every job that your cleaner(s) are cleaning each day. If your budget allows it, have two sheet carbon copy sheets of the quality control sheet. The cleaners will bring the carbon copy back to your office which will allow you to check that each home has, indeed, been quality checked by a cleaner plus the added bonus of using this form to call clients to book extra work based on the feedback from your cleaner(s).

IMPLEMENTATION PROCESS:

Our quality control sheet was used by both the Cleaner/Team Leader and our Field Managers/Owner. It was quit detailed but those areas highlighted did not need to be quality checked by the cleaner(s) for the sake of time. The field manager or owner checked all areas listed on the sheet. Some time savers are checking, in detail, only one bedroom or bath and assuming if they did it right in one room it is right everywhere.If things are left undone in a room you can then require a Team Leader to check everything in that room on the list. You also want to put an area that lists suggested services to the client. List any added services that your company offers with a place for the cleaner/Team Leader to check if they feel this client needs that service.

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House Cleaning Training: Beds, Floors And Wrapping Up-Module V-English & Spanish-C.O.R.E. Training
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TWO PEOPLE CAN CHANGE A BED IN 1/3 LESS TOTAL MAN HOURS THAN 1 PERSON

LEAVING A DIRTY RAG ON A CLIENT’S WHITE COUCH DOES NOT LEAVE THE CLIENT FEELING LIKE THEY HAD A REMARKABLE EXPERIENCE

KEY FACTOR:

If you work on teams of 2 or more then two people should always make up the beds and/or change the linens on the beds. It will take 1/3 less total time than when an individual does it. Beds should be the first thing that is done in a home.

Again, if you work on teams of 2 or more you should always carry 2 vacuum cleaners and 2 mops in the car. This will enable all team workers to continue working until the home is completely cleaned.

Perhaps the most important thing that a cleaner does in the home is the final walk through. More clients are lost in this step than any other step. Leaving a satisfied client requires more than leaving a clean home. If your cleaner forgot to put the key back where they found it and the client cannot get into their home when they return, how clean the home is will be a moot point. Leaving a dirty rag on a white couch does not leave a client with a remarkable experience.

ACTION ITEM:

Develop a routine for cleaning a home. Who will do what and when will they do it? Establishing a routine is key to efficiency in regard to bed making, floor cleaning and the final walk through. If you work on teams you do not want one person watching another person work at the end of the job. No one can afford that. Coordination is the key.

Make a list of all of the items that need to be checked during a walk through and go over the list with your cleaner/Team Leader.

IMPLEMENTATION PROCESS:

If you are working on a team be sure that the Team Leader is educated on the routine that a team usually follows in a standard home. Be sure the Team Leader understands that they are responsible for coordinating the routine. If it is a first time in home the bathroom cleaner may need some help with the bathrooms if they are extremely dirty. This needs to be determined and coordinated before someone starts the floors.

Be sure that you have long cords on your vacuum cleaners. Much time is wasted looking for outlets and plugging and unplugging vacuum cleaners.

Make a list of the items to be checked in a walk through or use a video that demonstrates what needs to be checked. Remember, clients are won and lost at this step. Administrative errors are often 50% of the reasons why clients cancel their repeat service. Items that should be checked in a walk through are:

  • Be sure throw rugs are replaced and fringe is straight
  • Look for any rags or cleaning supplies left behind
  • Be sure all lights are off that were off when you arrived
  • If you have adjusted the heat or air be sure to put it back where it was
  • What needs to be done with the pets?
  • What needs to be done with the key?
  • Is there an alarm to set?
  • Have flyers been left at the surrounding homes?


   
For an in depth understanding of starting, growing and running a successful residential cleaning business using our premiere DVD training, view all of our DVD samples.
 
 



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Daily Team Tracking Form

YOU ARE SELLING TIME

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TIME IS MONEY

KEY FACTOR:

What you are really selling in this industry is time, which makes time your most valuable asset. Make sure you know where every minute of your time, your employee’s time and your financial investment in time is going. If you pay by the hour, tracking every minute of time is even more important. 3 employees ‘blowing’ 1 hour a week (12 minutes per day) at $9/hr costs you $1377.00 per year. Know where every second of every paid hour is going and you will have a strong profit margin, high volume and a lower turnover in your staff than when paying by percentage. Track times and study those numbers daily. They will tell you where you are losing efficiency, which translates into money.

ACTION ITEM:

Make a form that will be filled out daily by any person or team cleaning homes. They can be turned into your office daily or a minimum of once a week. The rule in our office was that an individual cleaner or Team Leader, if you work by teams, could not receive their paycheck until they turned in a Daily Team Tracking Form. Review what the allowable time was in a home versus the actual time it took. Look at driving time between homes. Then fix any problems you see in either area. If you are spending too much time driving to a repeat client’s home that is out of your general area then give the cleaners enough flyers to last them for 2 hours and have them put flyers out in the area before or after they clean that home the next time. When you receive a call from that area only clean them on the same day and in the same time slot. Give them a discount, if necessary, to book them at that time.

IMPLEMENTATION PROCESS:

Put together a spreadsheet that includes Employee Name, Client Name, Arrival Time, Departure Time and any other relevant data. It will save you time if you have them calculate the actual cleaning time and driving time for each home or if this data is entered into a software program that tabulates for you. This form can also be used for documenting breakage and damage, client requests shared with the cleaner, etc. Go over this form during orientation so that filling it out becomes part of their daily habit.

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House Cleaning Training: How To Clean A Kitchen-Module Ii-English & Spanish-C.O.R.E. Training

FOLLOWING A VIEW SIMPLE RULES WHEN CLEANING A KITCHEN CAN SAVE TIME, MONEY AND COMPLAINTS

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WE CANNOT SOLVE OUR PROBLEMS WITH THE SAME LEVEL OF THINKING THAT CREATED THEM

ALBERT EINSTEIN

KEY FACTOR:

The difficulty of cleaning a kitchen lies somewhere between dusting and bathrooms.There is less detail and usually less ‘stuff’ in a kitchen that must be dealt with than when dusting, however, there is usually more stuff in the kitchen than is in the bath. It is easier to check the quality of the kitchen than the dusting. Kitchens do have a variety of items in them that require cleaning product knowledge. There are self-cleaning and non self-cleaning ovens, stainless steel appliances with a grain in them that scratch easily, gen-air stove tops, etc. There are also a variety of levels of cleaning for a kitchen. Do you clean the inside and out of the refrig, inside and out of the oven, etc? The kitchen cleaner truly needs to know your specific cleaning profile so they can honor the rule ‘if it doesn’t make money it doesn’t make sense’. On a 3 person team our cleaners were promoted from bathrooms to kitchens.

ACTION ITEM:

Develop a process for cleaning kitchens or adopt one that has already proven to be successful. The kitchen process will require two trips around the kitchen. The first trip is for long dusting, the second trip is for cleaning everything else. An apron must be utilized by the kitchen person to achieve maximum efficiency and quality.Develop a specific set of rules to be followed by the kitchen cleaner. Be sure that the kitchen cleaner understands the rules and processes before they enter the client’s home.

IMPLEMENTATION PROCESS:

Develop a process and specific rules that relate only to cleaning the kitchen and teach the process and the rules to your kitchen cleaner before they enter a client’s home. Some specific kitchen cleaning rules are:

  • Remove trash and rugs and set outside of kitchen door before you begin cleaning
  • Take two trips around the kitchen
  • Always work from top to bottom and left to right
  • Never backtrack steps while cleaning
  • Put client’s items back exactly as you found them
  • Use the appropriate tool or product, switching to a heavier/alternative tool when necessary
  • Always put your cleaning tools back where you found them immediately after using them
  • Make sure what you are doing is making your company money
  • Use both hands
  • Don’t waste time re-shining an area that is already clean
  • Be aware of your time

Have the kitchen cleaner watch a professional, who is fast, efficient and quality driven, clean a kitchen or have the cleaner watch a training video. Most of our cleaners are visual learners. Try not to have them watch a cleaner in a client’s home if you want the client to be left with a remarkable experience.


   
For an in depth understanding of starting, growing and running a successful residential cleaning business using our premiere DVD training, view all of our DVD samples.
 
 



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Seminar Recording: Habit #2 Begin With the End in Mind-English & Spanish

WHAT LIES BEHIND US AND WHAT LIES BEFORE US ARE TINY MATTERS COMPARED TO WHAT LIES WITHIN US

OLIVER WENDELL HOLMES

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KEY FACTOR:

To channel our employees toward our company core values they must first understand what core values are. Habit #2 deals with core values. Many of our employees come from backgrounds where core values were never discussed. Most of our employees feel they have no control over their destiny. What will happen will happen. It is our responsibility as owners to help our employees uncover their purpose in life, understand that they are capable of fulfilling that purpose and give them the tools that will keep them on track doing the right things toward fulfilling their purpose. So, Habit #2 is all about doing the right things. It is all about core values such as:

  • Succeed at home first
  • Follow Divine help
  • Always tell the truth
  • Be kind to everyone
  • Always listen to both sides
  • Learn one new thing a year
  • Plan tomorrow’s work today
  • Always be positive and happy
  • Etc.

ACTION ITEM:

Develop and write down the core values for your company. Your company core values should be presented during a new employee’s orientation program but that is not enough. You need to discuss the core values of your company every opportunity you get. Have a meeting on personal core values and use that meeting to also discuss your company core values. Discussing personal core values first will give deeper meaning and insight into the values you have established as owners and managers.

IMPLEMENTATION PROCESS:

As the owner, you are the facilitator and the catalyst for keeping your company values alive. You need to do more than present them one time at an orientation session. If one of your company values is to get to every job on time then that needs to be posted somewhere in your office and discussed constantly until it becomes a habit. No matter what happens, if you have to go in a cab and clean a home yourself, you will be on time for every home. That is demonstrating your values. Have a meeting where the topic of values is introduced and then continue to discuss values at every meeting through the use of examples in your company where values were recognized. If meetings are not possible in your company, use the video from Rags to Riches called Habit #2 Begin With the End In Mind to introduce the subject and then you can talk values whenever you get the chance to see your cleaners.

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Cleaning Notebook For C.O.R.E. Training: Maid Easy Cleaning Training Reference Guide Educator
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A GOOD TEACHER MUST BE ABLE TO PUT HIMSELF IN THE PLACE OF THOSE WHO FIND LEARNING HARD

…ELIPHAS LEVI

KEY FACTOR:

The large majority of your new cleaners will be able to observe a process once and know what that process is. If they are also tested on the process it will solidify the information even more. This being said, there will be some new cleaners who actually might not have the process down perfect at the close of their second day. It might help these employees to have the rules for the process written down so they can review them before they enter each home. Giving a written copy of the cleaning process steps and rules to every new employee is a good idea.

ACTION ITEM:

Write out your rules and steps for cleaning in straight forward and easy to follow guidelines. If it is too much to read it will not get read or followed. If you use a video then a field guide should be just that. A quick reference guide. Not more than 3-4 pages if you expect them to review it every day until they have your process down perfect and/or use it when they want a quick answer to a question regarding process.

IMPLEMENTATION PROCESS:

Your written process should also include things that should happen every day that do not include cleaning a home. Things like don’t use client’s phones or electronic equipment, personal cell phone usage while in a client’s home, etc. Remember: 25-50% of cancels come from something other than the actual cleaning.

There are certain basic steps and rules that apply to all areas when cleaning a home. If you work with teams then your written manual should list those generic basic steps and rules as well as the specific steps and rules that relate to only one area of cleaning either the kitchen, bath or dusting.
Testimonial –

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General Employee Survey

A PROFESSIONAL EMPLOYEE SURVEY IS LIKE READING YOUR EMPLOYEE’S MINDS

KEY FACTOR:

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In a residential cleaning service there is no one more important than our employees and that is why it is so important to get feedback from all of them. An anonymous employee survey will

  • Provide you a tool for direct engagement with your employees
  • Identify the root causes of employee satisfaction or dissatisfaction
  • Measure how committed your employees are to their work
  • Offer a venue for communications for employees who are normally too afraid to speak up
  • Uncover the real workplace attitude of your employees
  • Assess what really motivates your employees in terms of bonuses, contests, trips, etc.

There is no better way to read your employee’s minds than by using a confidential employee survey.

ACTION ITEM:

Put together an employee survey or purchase one that has already been designed for employees. If you purchase one already prepared be sure it is geared toward entry level employees and, preferably, toward the cleaning industry. The survey should include questions that pertain to communications, teamwork, quality work, customers, employee’s future, work/life balance, stress and the work place, fairness, respect for management, respect for employees, personal expression/diversity, mission and purpose, compensation, workplace and resources.

IMPLEMENTATION PROCESS:


Administer the survey to all employees on the same day. It does not need to be the same time but employees should not have access to one another until all parties who will see each other have taken the survey. Be sure the survey is anonymous and that your employees will feel confident that their anonymity regarding their answers will be protected. The best way to be sure that you are receiving honest answers from your employees is to use a third party to collect the answers from your employees and compile the data to generate the reports. Employees will feel more comfortable and respond more openly and candidly when they know their responses are being handled by an outside organization. If you already know that trust is a problem in your organization, pay particularly close attention to this issue. Even if you do not think trust is a problem, don’t underestimate the value of ensuring that employees feel as comfortable as possible responding to the survey. The only way to get an accurate measure of your overall employee attitude is via anonymity. Compile the results and present the results to your employees as soon as possible after the survey has been administered. Finally, and most important, do something about the results and share with your employees your plans for improvement. Continue to share the impact of the results from the improvements you have developed from what you uncovered in the survey. That will make them even more honest, helpful and open in the next survey.

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Job Description – Supplies Person – English & Spanish

WHEN IN DOUBT, MUMBLE, WHEN IN TROUBLE, DELEGATE, WHEN IN CHARGE, PONDER

…JOHN H BOREN

NOTHING IS IMPOSSIBLE IF YOU CAN DELEGATE EFFECTIVELY

KEY FACTOR:

Eventually, there will be, or there is now, more work than one owner can accomplish. When it comes to delegating some of the administrative/non-income earning jobs to someone else there are multiple decisions you can make. I have always operated under the premise that you get rid of the cheapest and easiest jobs first. The cheapest because it won’t cost you much to hire them done and if they cost the least to hire done, they are the least valuable of your skills as an owner. The easiest because it will be easy to train someone else to do them and one thing we are really short on, when we are hiring our first internal person, is time. For this reason I would recommend your first internal person is a supplies person. This person can also be promoted from within which is a huge moral booster and motivator for your current staff.

ACTION ITEM:

Put together a job description listing the duties and responsibilities that you envision for a Supplies Person position. Some, but certainly not all of the duties and responsibilities that you can place on a supplies person are:

  • First relief person in field when cleaner(s) absent
  • Restock shelves with appropriate cleaning supplies
  • Order more cleaning supplies when necessary
  • Take bank deposit to bank on Wednesdays and Fridays
  • Wash and dry long dusters and feather dusters
  • Repair vacuum cleaners
  • Fill gallon jugs with diluted concentrates of appropriate cleaners
  • Clean office weekly
  • Pull and dismantle files for canceled clients
  • Pull client keys and files on check out days
  • Make client confirmation calls
  • And much more

IMPLEMENTATION PROCESS:

After you have completed the job description run an ad, if necessary, or post the job internally. Interview any internal applicants and, if possible, promote from within. If you hire from outside your company make it very clear to the outside applicants, as well as any internal applicants, that the first priority on their job description is as a relief person. When someone is not able to work on a given day the supplies person will go out and clean. This is another huge benefit of adding this position first. After you hire the right person for this position go over every aspect of the new supplies person’s job description with them. Train them how to do each new duty and responsibility and then help them to prioritize the jobs.

Ashley Windsor Testimonial – CleanSpace –


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Job Posting Form – Cleaners & Office Staff

THE JOY AN OWNER GETS FROM PROMOTING INTERNALLY IS INCOMPARABLE

KEY FACTOR:

Looking internally for a candidate to fill an open position has numerous advantages for both your company and your employees. First, it increases staff effectiveness. Workers will be more motivated to do their best if they feel you recognize talent and reward effort while providing ways for them to gain new skills and experience. Just as important, promoting internally increases retention. Your staff is more likely to remain on board if they see that you provide opportunities for career advancement. And with long-term employees, you will realize a greater return on the time and resources you’ve invested in their professional development. Filling jobs from within your organization fosters a deep sense of loyalty and stability among your cleaners. This, in turn, encourages your cleaners to take ownership of their work and feel integral to the team. All of this translates to enhanced morale and productivity.

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Internal promotions are also efficient. No sorting through stacks of resumes, taking tons of phone calls, doing numerous interviews and spending money on background checks and drug screenings. You read the posting forms, perform the interviews and judge your candidates based on your cleaner’s track record of accomplishments. No need to worry about the reliability of references. Internal hiring also shortens the adjustment period. An existing employee needs no time to adapt to your culture, practices and procedures which also eliminates the need for an overall orientation.

ACTION ITEM:

To set up a successful internal hiring program, you need to follow a few basic guidelines to ensure that all qualified employees understand the process and have an equal chance at available positions. The first step is to write up an internal job posting form, the same way you prepare an advertisement for the paper, Craig’s list, etc. Be sure to include all pertinent information: a brief description of the position along with the desired level of special skills, education and any other requirements. If candidates don’t necessarily need any special skills, be sure to note this in the job description. Finally, establish a procedure for notifying all current employees of any openings and a procedure for their applying for any open positions. Depending upon your size, you can simply tell every employee about the opening, put a posting form with every employee’s pay check or announce this exciting opportunity at a full staff meeting. The important thing is to set up a process that works for your company and gives all employees the same access to the application process.

IMPLEMENTATION PROCESS:

It is extremely important that you interview all employees who posted for the position who have the required qualifications listed on your posting form. Just the excitement and experience of going through the interview process will encourage many of your employees to stay with your company. 67% of your employees leave because of dissatisfaction with potential career development or they were ready for a new experience. Posting forms are a home run for both of these two categories. Set up formal interviews for each applicant. Let the excitement grow, for both you and your employees. Approach each interview without preconceived notions about the applicant. I have been surprised more than once with the latent talent within my organization that I only recognized after an interview with one of my internal applicants.

Like the traveler who covered the globe searching for true happiness only to find it in his own backyard, looking inside your organization for the talent you need is sometimes the best recruitment strategy.

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Job Description – Partner – English & Spanish

ACHIEVEMENT ALWAYS TAKES PLACE IN THE FRAMEWORK OF HIGH EXPECTATION

…CHARLES F KETTERING

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WHATEVER YOU ARE, BE A GOOD ONE

ABRAHAM LINCOLN

KEY FACTOR:

All employees like to know what is expected of them and how they will be evaluated. A thorough job description accomplishes this key factor. Because it is written down it avoids any possible misunderstandings. The job description is the guide for accountability for both the employer and the employee. It tells the employer what needs to be trained and it tells the employee what they must learn and perform. A job description starts with a title and the first job description most residential cleaning services need to put together is the cleaning partner job description. The job description should be detailed and cover every expectation of their job, not just cleaning a home.

ACTION ITEM:

Compile a list of all of the duties and responsibilities that you will have a cleaning partner perform in your company. This description should include everything that you want them to do and more. A few examples of things that should be included are:

  • Be on time each day for work
  • Introduce yourself and be friendly and courteous to all clients
  • Clean your area of responsibility in all homes assigned to your team each day
  • Clean a minimum of 30 client paid hours per week in 40 employee hours or less
  • Clean homes with quality guaranteeing no more than 4 quality cancels per year
  • Follow methods in CORE training always utilizing apron and top to bottom-left to right system
  • Help to maintain cleanliness of company vehicles
  • Inform Team Leader of needed supplies on Tuesday and Thursday morning
  • Maintain the equipment you utilize in proper working order
  • Many more

There are many other duties and responsibilities to list, depending upon the operations of your company. The last item should always be ‘Other duties as assigned’. A job description is typically less than one page.

IMPLEMENTATION PROCESS:

Review the employee’s job description with them during orientation. It normally follows the reading of the employee handbook. Have the employee sign the bottom of a copy and put it in the employee’s file and give them a copy. Be sure to update job descriptions as changes and additions require.

Ashley Windsor Testimonial – CleanSpace –

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House Cleaning Training: Before You Pick Up A Rag-Module I-English & Spanish-C.O.R.E. Training
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IF YOU WANT YOUR CLIENTS TO REMARK TO OTHERS ABOUT THEIR CLEANING EXPERIENCE WITH YOUR COMPANY THEN YOU NEED TO LEAVE THEM WITH A REMARKABLE EXPERIENCE

THE QUALITY OF THE CLEANING IS ONLY 50% OF THAT EXPERIENCE

KEY FACTOR:

There are a lot of steps involved in leaving a client with a remarkable experience when it comes to cleaning their home. The quality of the cleaning itself is only 50% of a remarkable experience. The other 50% comes from both the office staff and the cleaners paying very close attention to administrative details. You must cover your administrative processes with your cleaners before they enter a client’s home so you are sure that they will make a single mistake with the key, alarm, pets, etc. Remarkable experiences are remarked about and are the beginning of referrals and a self-perpetuating company.

ACTION ITEM:

Create a list of the items that you need to cover with a new employee before they leave for their cleaning day representing your company. Go over each item detailing the process and/or policy in your company. This should be things like dress code, cell phone use, location of client specifications, etc.

IMPLEMENTATION PROCESS:


You MUST go over the following items with a new employee before they go to any client’s home if you want each and every one of your cleanings to be a remarkable experience for your client. That is how you build a remarkable company.

  • Appropriate Dress Code
  • Name Tags
  • Aprons
  • Hair Requirements
  • Cell phones
  • Restricted use of client equipment
  • No food or drink in home
  • Introduction to Client
  • Be on time
  • Read client data and comments



   
For an in depth understanding of starting, growing and running a successful residential cleaning business using our premiere DVD training, view all of our DVD samples.
 
 



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House Cleaning Training: C.O.R.E. English &/Or Spanish-Full 5 Module Set-4 Payments
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  • Module I: Before You Pick Up a Rag: Covers dress, rules in the home, cleaning supplies & equipment, preparing to enter the client’s home and entering the home
  • Module II: How to Clean a Kitchen: Includes supplies needed, preparation of kitchen, instructional cleaning processes, rules and efficiency practices.
  • Module III: How to Clean a Bathroom: Includes pre-inspection of all baths for mildew, instructions for long dusting and wet and dry cleaning trips
  • Module IV: How to Long and Short Dust: Uses an apron for efficiency and follows top to bottom-one direction only system for long and short dusting
  • Module V: Beds, Floors and Wrapping Up: Covers changing of linens, large vacuuming, small vacuuming, mopping floors, final walk through and exiting the home


   
For an in depth understanding of starting, growing and running a successful residential cleaning business using our premiere DVD training, view all of our DVD samples.
 
 



7 Minute C.O.R.E. training Video Samples
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Seminar Recording: Habit #1 Being Proactive-English & Spanish

YOU CAN DEVELOP PROACTIVE SYNERGY DRIVEN TEAMS

KEY FACTOR:

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There is a vast difference between training and developmental, ongoing training. Training involves an expert working with cleaners to transfer to them certain areas of knowledge or skills to do the job they were hired to do. Developmental, ongoing training is a broad, ongoing multi-faceted set of topics and/or activities designed to bring someone or an organization up to another threshold of performance, often to perform some job or new role in the future. Key Factor is that your company will not reach new thresholds if you do not actively participate in providing developmental, ongoing training to your cleaners.

Many of our daily problems come from our cleaners not being proactive in managing their work or personal lives. Many times cleaners will wait for the day of their appointment to tell us they have an appointment at 10:00 am so they can’t come in until the afternoon or at all that day. They have known this for two weeks but never told us. Correcting this type of behavior requires developing a new habit, Being Proactive, which is the first and most basic habit. This habit is driven by a person’s realization that they are responsible for their lives. This type of proactive behavior can be learned.

ACTION ITEM:

Think of real work situation examples that will reinforce the impact of an employee not taking proactive responsibility. One example could be the employee we discussed in the Key Factor, who did not notify you of their need to be off in the morning until the day they needed off. If you had known they needed off in the morning you would have moved their favorite client to the afternoon. Instead, the team was short handed and arrived at the favorite, high tipping client late. The client was furious the team was so late, not to mention the fact that they came without the client’s ‘favorite’ cleaner. The consequence was that the client canceled their repeat service and went to another company. This is a loss of a great client to both the company and the cleaning team, not to mention the loss of great tips. All of this could have easily been avoided if the cleaner just would have given the office sufficient notice of their need to be off in the morning. Do not think that your employees have thought about this before or are able to connect the dots without your showing them how to connect them. Believe me, the next time a cleaner needs to be off they will tell you because now being proactive makes common sense to them.

IMPLEMENTATION PROCESS:

Have a meeting where you present the advantages of being proactive. Present examples of how the employee is responsible for their actions and the consequences of their actions. Prepare a presentation of the proactive topic or show the Rags to Riches video entitled Habit #1 Being Proactive. Be sure to discuss the video with your employees, continually praise them when they demonstrate proactive activities and point out the instances where they had an opportunity to be proactive and they were not. Also point out the consequences of both behaviors in both situations. Use the new terminology of being proactive in your conversations with your employees so that they are continually driven back to the discussions they had on developing Habit #1 Being Proactive. This will turn a negative conversation about something they did wrong into a positive, learning and growing conversation about how they can apply what they learned to their everyday lives.

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Seminar Recording: 7 Habits of Highly Successful Home Cleaning Employees-English & Spanish

WE ARE WHAT WE REPEATEDLY DO. EXCELLENCE, THEN, IS NOT AN ACT BUT A HABIT

ARISTOTLE

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WATCH YOUR THOUGHTS, FOR THEY BECOME WORDS.

WATCH YOUR WORDS, FOR THEY BECOME ACTIONS.

WATCH YOUR ACTIONS, FOR THEY BECOME HABITS.

WATCH YOUR HABITS, FOR THEY BECOME CHARACTER.

WATCH YOUR CHARACTER, FOR IT BECOMES YOUR DESTINY.

UNKNOWN

KEY FACTOR:

There is a vast difference between training and developmental ongoing training. Training involves an expert (possibly you) working with cleaners to transfer to them certain areas of knowledge or skills to do the job they were hired to do. Developmental ongoing training is a broad, ongoing multi-faceted set of topics and/or activities designed to bring someone or an organization up to another threshold of performance, often to perform some job or new role in the future. Key Factor here is that your company will not reach new thresholds if you do not actively participate in providing developmental ongoing training to your cleaners.

Many of our cleaners were not blessed with the backgrounds many of us had. No one was there to guide them into good habits or give them the courage to try and develop new habits. Teaching them how to develop new habits could change their lives not only at work but also in their homes. These employees will be indebted to you forever if you also lift their personal lives to a new threshold. Our habits do determine the quality of our lives, both at work and at home.

ACTION ITEM:

Put together a 30 minute meeting where you start to cover the topic of habits. The internet can provide you with a plethora of information regarding habits or you can go to the tried and true expert on habits, Stephen Covey and his book The 7 Habits of Highly Successful Cleaners. This is the book that I used to guide me when putting these seminars together. Talk about the different personalities our cleaners work with each day and how those people’s habits make up their personalities. Talk to them about what type of people they want to be and what habits will require that result. If you work on teams, talk to them about the value of team work and how much easier and more fun work is when they are all working in sync. Anything doubled or tripled is always stronger.

IMPLEMENTATION PROCESS:

Prepare presentations on the topic of successful habits or use the videos from Rags to Riches and present your presentations or the videos at meetings until you feel that you have covered the topic sufficiently for your cleaners to start working on new habits. Talk to them frequently about what habits they are developing and encourage and recognize positive behavior. If it is extremely difficult or impossible to find the time to have meetings that pertain to anything other than cleaning business then send the http for the videos home with your employees and pay them when they successfully return the test back to you. After you pay them be sure to follow the same behavior as above by keeping the topic of habits fresh in your office.

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Train The Trainer: How To Effectively Implement A House Cleaning Process

FOLLOWING A PROCESS WHEN TRAINING GIVES YOU QUALITY RESULTS IN BENCHMARK TIME

IT TAKES 17 TIMES TO CREATE A NEW HABIT

KEY FACTOR:

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There is nothing that you will do in your company that is more important than training your cleaners. Training requires time, patience and focus. If you take the time to train your cleaners to follow a process and you have the patience to be sure that they know and follow that process consistently with every cleaning, everything else in your company will fall into place. There is a process for training just like there is a process for cleaning. There are three important keys to successful training

  1. Training must be the only thing on the trainers schedule, to do list and mind for that training day
  2. Do not try to train more than one person at a time, no exceptions
  3. Never never take your eye off of the trainee

Another fact about training is it is more difficult to train a seasoned/experienced cleaner than a new one because they have more established habits to break. A new cleaner has no habits.

Follow the process for training and you will have quality results in benchmark time.

ACTION ITEM:

Train all employees to use exactly the same overall processes for cleaning. Schedule times to train current employees and a full day to train each new employee. Determine what area each cleaner will be cleaning and teach general process and specific rules for that area. Create a test to check that the employee understands what they learned before they begin to clean.

IMPLEMENTATION PROCESS:

Have the employee watch a video using your process for cleaning a home.  Having the employee watch you will cost you some of your ‘person of influence’ impact on your cleaner and your ability to influence their thoughts beliefs and actions.  After watching the video, test them for comprehension and then immediately hit the field. Do not do anything else before the cleaner gets an opportunity to use the process. Train only one employee at a time and train only one area at a time. Glue yourself to the trainee and never take your eye off of them. Do not talk to the client and then join the trainee. Keep the trainee at your side if you need to talk with the client. The first five minutes of training the cleaner in a home is the most important five minutes-focus focus focus. If you use individuals it will take 1 to 2 days to retrain a current employee to know the process in all 3 areas of cleaning. If the individual is a new employee it will probably take a minimum of 3 days to train the employee in all 3 areas. Do not move on to a new area until the cleaner is flawless in the current area being trained. If you use teams of 3, and they are only cleaning one area, retraining can be accomplished in day and a new cleaner can be trained in one day.

Remember that it takes 17 times to create a new habit and more if you have to break an old one.

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Seminar Recording: Building a Winning Team for Cleaning Team Leaders-English & Spanish

COACHES DON’T CARRY THE BALL-TEAM MEMBERS DO

COACHES UNDERSTAND THE MEANING OF ‘DIFFERENT STROKES FOR DIFFERENT FOLKS’ WHILE TREATING EVERYONE EXACTLY THE SAME

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KEY FACTOR:

Like sports, the company that puts together the most skilled and synergistic team will most likely score the most points. The coach only coaches, it is the team members who must carry the ball. For a coach to be successful they must understand each player and what stage that player is at. Every employee at every company from entry level to CEO goes through 5 steps or stages. Chances are also good that very few of your employees will be at the same stage at the same time. The first two steps are safety and trust and are all about the new employee. The next three stages of intimacy, goals/tasks and mission/vision represent the steps or stages that ‘intact’ work teams experience together. The key factor is that stages cannot be skipped. Stage 1, safety, is all about the needs of the new employee. When adequate information is not shared with the new employee, their questions are not answered or they do not feel they received adequate training to do their job there is a very good chance your new employee will never make it to stage 2, trust. Lack of safety is the main reason why many new cleaners are ‘no shows’ as early as their second day of work. If an employee feels safe their next step is to look at your company and its employees searching for reasons to trust both. If trust is established on all levels the employee will evolve into an intimacy level with your company and their team (if you work on teams) and the benefits of intimacy begin to surface (support system, fun, familiarity, comfort and ease of performing job). When your employees reach the goals/tasks stage your employee turnover virtually stops and at the mission/vision stage performance excellence is virtually self perpetuating.

ACTION ITEM:

Develop processes that will be followed by all players at all levels of your company which will insure a smooth and deliberate transition through the 5 stages of growth for each employee. Develop the necessary skills in each of your key players who are centers of influence in your company. Their ability to meet the needs of their subordinates is key to your success and the success of your company.

IMPLEMENTATION PROCESS

Make a list of things that you can do to make a new employee feel safe their first day on the job. Then expand that list to their second and third day. Your list would include things like giving a thorough orientation program and personal things that should be covered in that orientation like breaks and lunch hours (our breaks were when they were being paid to ride from house to house and they brought their lunch and ate it between jobs or they needed to check out for lunch), typical hours for a work day, attire to be worn, holidays not work and paid or unpaid. If you have teams, compile a list of your expectations for the Team Leader. Their list would include things like introducing themselves and any other partners, using the new persons name numerous times during the day, having the new person sit in the front seat where they are at the center of conversation, etc. Do not assume this will automatically happen. I am ashamed to admit that I had more than one Team Leader who worked with a new employee all day long and did not know their name. (I am even more ashamed when I have to ask myself ‘And where was their name tag!?!’ So much to do and so little time)
Ashley Windsor Testimonial – CleanSpace –

Ines Cohron Testimonial – Total Home Cleaning – Summit, NJ –


 

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