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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Train the Trainer-How to Implement House Cleaning Training

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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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Cleaner Roles & Responsibilities: 2 & 3 Person Teams
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 A CLEAR VISION IS USUALLY ASSUMED AND RARELY COMMUNICATED

…UNKNOWN

GOOD PLANS SHAPE GOOD DECISIONS. THAT’S WHY GOOD PLANNING HELPS MAKE ELUSIVE DREAMS COME TRUE

…LESTER BITTEL


KEY FACTOR:

We make our money by selling time. Efficiency is extremely important to our bottom line and organization is extremely important to efficiency. I have talked to many owners who say that 3 person teams do not work. Then again, I have talked to many owners that consistently do $1.4M+/yr and every one of them uses 3 person teams. If you have company cars there simply is no more efficient way to operate for your bottom line, and a team of 3 is relatively easy to manage. There are successful companies that use 4-5 efficiently.

As a consultant I have spent many hours watching teams spend as much as 10 minutes getting organized before they enter each home and then, again, another 10-15 minutes getting organized upon entering the home. It is almost like it was a new experience for them each time they arrived at a new home. They had no system. Every cleaner must know exactly what their responsibility is if they are on a 2 person or a 3 person team. No matter how you normally operate, 2 or 3 on a team, there are days when operating one or two teams at the opposite number than usual could make a difference in meeting client requested time frames even though you have an unplanned absence. Your employees must be prepared to operate efficiently under either circumstance.

ACTION ITEM:

Document exactly what the job responsibilities are for each cleaner on a 2 and 3 person team. There are a variety of ways it can be divided. The Key Factor is to equalize the work load so that all cleaners end at exactly the same time. We split the work load for 2 person teams with the Team Leader doing dusting and kitchens and the partner doing bathrooms and vacuuming. Mopping was done by both. 3 person teams were split bathrooms to one person, dusting to the Team Leader and Kitchens and large vacuuming followed by mini vacuuming to the kitchen person. Whoever got done first, the bath partner or the Team Leader would begin mopping. When the 3rd person was finished they would also grab a mop.

IMPLEMENTATION PROCESS:

Following this process will only work when it is clearly understood by every cleaner in your organization. If you rarely need to change a team to a different number of players, give the Team Leader a copy of your Team Roles and Responsibilities the morning of the day they are changing roles. Be sure that your hand out is complete. If something is not covered there is a chance it will not get done because it is no one’s responsibility. Be sure your process is followed each and every time. No exceptions because it was a ‘different home’. Your process is your process because you believe there is no better way to clean a home, so, follow it every time.

The Team Leader must make sure that they guide their team through the cleaning and make changes when necessary. If it is a first time in home and the kitchen is in relatively good shape but the 3 bathrooms are full of soap scum and mildew (which is actually often times true of first time in repeat clients) the Team Leader should have the kitchen person clean one of the bathrooms and then begin vacuuming. If the Team Leader does not make this adjustment there will be 2 cleaners watching the bathroom person clean the 3rd bath at the end of the job. The Team Leader will not automatically think of these things, however. Possibly not after a full year of working there would they click to using some kind process that would make then more efficient. The Team Leader must be taught to lead. It might actually put a whole new perspective on 3 person team for you.

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Seminar Recording: Empower Your Cleaners-English

FOCUS ON YOUR POTENTIAL INSTEAD OF YOUR LIMITATIONS

A MCGINNIS

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PEOPLE UNDERESTIMATE THEIR CAPACITY FOR CHANGE. THERE IS NEVER A RIGHT TIME TO DO A DIFFICULT THING. A LEADER’S JOB IS TO HELP PEOPLE HAVE VISION OF THEIR POTENTIAL.

JOHN PORTER

KEY FACTOR:

Letting go and letting others, is a difficult challenge in everything that we face as small business owners, but it is particularly difficult when dealing with entry level employees in a residential cleaning service. If you are looking for independence and more free time, you must empower your cleaning staff. So the real key factor is, have you prepared your employees to be empowered? It is extremely difficult for the new owner, manager or leader to demonstrate enough confidence to share the authority and responsibility necessary for an employee to be fully empowered. Empowering your cleaning staff provides as many benefits to your employees as it does to you. The most important benefit is the establishment of value to the employee. It fulfills the basic need of all employees which is PMMFI ‘Please Make Me Feel Important’.

ACTION ITEM:

There are some actions that must happen in order to insure the success of empowerment:

  • Implement effective policies and procedures. Empowerment requires a shared vision combined with adequate communication of necessary information and adequate training.
  • Train, educate and retrain. Adequate training for empowerment includes more than just training your employees how to clean a house thoroughly and efficiently.
  • Communicate clear expectations-Ongoing communication of a clear set of expectations is vital to the success of your employees.
  • Commitment and Support-Commit yourself to the employees’ success and be sure that everyone knows it.

IMPLEMENTATION PROCESS:

Teach yourself how and what to empower to your staff, including the cleaning staff. Empower your cleaning staff to make decisions independently without the need or time delays of involving your input. Allow them to learn and grow, as well as make mistakes. Mistakes are not sins. As a matter of fact, mistakes are often just simply stumbling blocks that lead to stepping stones. Success is a process, you don’t just arrive. Take the time to plan your empowerment implementation. Schedule meetings and training sessions to impart the knowledge your employees will need to be successful in their new roles and responsibilities. Plan your work and then work your plan. A vision without a plan is a fantasy. Gaining control of your time and life through effective empowerment is not a fantasy.
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Job Description Sales/Customer Service Manager – English & Spanish

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.

Peter Drucker

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Your most unhappy customers are your greatest source of learning.

Bill Gates

KEY FACTOR:

Your customer service manager insures the satisfaction of your clients by providing accurate information at the time of sale, scheduling accurately and providing problem-solving resources when an issue occurs with an unhappy client. This is the first point of contact with a potential client so relationship building is a mandatory skill for the person in this position.

ACTION ITEM

Make a list of all of the duties and responsibilities that you want your Sales/Customer Service Manager to assume. Most companies have one person manage the sales, scheduling, follow-up and billing for each client. The Sales/Customer Service Manager Job Description should include things such as:

• Answer all inbound calls
• Give quotes and present sales script to all inquiries for prices
• Schedule all repeat and one time sales for cleaning appointments
• Invoice daily
• Post cash receipts and prepare bank deposits
• Make next day calls when necessary with 2 hour window of arrival
• Make 3 week and monthly confirmation calls the previous week of appointment
• Pick up all messages each morning and respond in a timely manner
• Make next day follow up calls to all clients serviced for the first time and after the 3rd cleaning visit to determine level of satisfaction
• Resolve all client complaints with professional approach and to the satisfaction of the client
• Other duties as assigned
There are many more duties and responsibilities that will need to be added, depending upon the structure of your company.

IMPLEMENTATION PROCESS

Each time a Sales/Customer Service Manager is hired from the outside or promoted from within it is necessary to go over the job description with the employee. Ask them where there concerns are regarding all of the responsibilities. There is a very good possibility this person has not been trained to do all of their responsibilities the way you are visioning they will be handled. Find out from the employee themselves where they feel they need training and then develop a plan of action, by date, to complete their training. Some of the items listed will need to be accomplished through ongoing training.

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Seminar Recording: Dealing with Rude and Pushy People-English & Spanish

THERE ARE NO PEOPLE WHO ARE QUITE SO VULGAR AS THE OVER-REFINED

MARK TWAIN

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IT’S NOT A SLAM AT YOU WHEN PEOPLE ARE RUDE IT’S A SLAM AT THE PEOPLE THEY’VE MET BEFORE

KEY FACTOR:

In our business, like any business, we deal with some rude and pushy people. Unfortunately, in our business our cleaners can have to spend a bit of time dealing with these people. It is not a quick 10-minute interaction. Our cleaners can be in a home for 1, 2, 3 or what seems like 8 hours of a day on a weekly basis. This situation can add a lot of stress to our cleaners. It can even cost us a cleaner if the cleaner does not share their feelings with us and just leaves your company because of a rude and pushy client that they are afraid to tell you about. Do your cleaners understand why these people are so rude and pushy? Do they understand that more than likely it has nothing to do with them? It is important to get the subject of rude and pushy people ‘on the table’ at your company. It is even more important to educate your employees on how to deal with rude and pushy people. There are many different styles of communication when dealing with rude and pushy people. A defensive, timid or annoyed approach will not work with these clients. Your cleaners need to be taught to use a courteous, honest, gracious, polite and controlled approach.

ACTION ITEM:

Prepare a presentation for a meeting with your staff on rude and pushy people. Use examples that your cleaners have shared with you and that you have experienced personally. Share ideas with your staff on how they could handle these people in different ways resulting in the cleaners’ desired results.

IMPLEMENTATION PROCESS:

Using a staff meeting is a great venue to present the topic of rude and pushy people. You can also have your cleaners watch videos in their homes if you are not able to have staff meetings. Rags to Riches has a video specifically for cleaning people dealing with rude and pushy people. Role playing is a great way to teach your people different communication skills. Keep this topic active in your company by frequently asking your employees to share at meetings the most rude or pushy person they ran into that week and how they handled them. Give a ‘spiff’ to the person who told the best story and did the best job of handling the situation. By keeping this topic on the table, allowing your cleaners to share their feelings and teaching them new approaches you will keep the cleaner who might otherwise quit because of stress from clients.
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Performance Appraisal – Partners – English & Spanish

Multi faceted tool to evaluate Partners annually on a scale of 0 (Unacceptable) to 5 (Outstanding) for Meeting Major Responsibilities, Meeting Objectives/Projects for the Year, Knowledge of Work, Applying Skills of Management, Quality of Work, Communications and Human Relations, Category Rankings and an Overall Ranking for the Review Period

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Our Partners Appraisal translated into Spanish

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Performance Appraisal – Team Leader – English

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Employee Christmas Appreciation Poem-English & Spanish

Your cleaner/employees really are far more important to you than your client. We recommend you show them every day for 12 days before Christmas how much they mean to you. This will make it fun for them to come to the office every day at a very stressful time in their lives. The first gift that you will give them is their very own coffee mug which they will fill with the coffee that you have made for them. Attached to the mug will be the ’employee ‘Twas the Night Before Christmas poem written especially for them. You will have free coffee prepared for them every day before Christmas and each day after the first day you will have something else to give them along with the coffee.
A list of inexpensive items is listed below that you can use each day or think of your own ideas. You might want to make the last day a little larger item with a special Christmas gift to them, but you certainly do not need to. This will show them every day for 12 days just how much they mean to you. Granted, this is also a very busy time of the year for you but this idea is very simple to implement and easy to keep going. It will also give your cleaners something to look forward to each day besides another dirty home. Each day you want to attach a small piece of paper to their gift of the day that says: On the (11th ) day before Christmas I show my appreciation for you with —————-.

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Gift Ideas:

1. Mug for them to keep and coffee each day in their mug
2. Trail Mix
3. Piece of fruit
4. Cookies
5. Christmas Card
6. Ornament or ornaments on more than one day
7. Candy cane
8. Wrapping Paper (for the presents they will give)
9. Team thermos (So they can bring more coffee with them)
10. Merry Christmas Cake for the office-They each leave with a piece
11. Cupcakes
12. Lip balm/gloss
13. Hand lotion
14. Bottled water
15. Single serving cereal box
16. Energy bar
17. Measuring spoons
18. Breakfast tacos
19. Cookie cutter(s)
20. Dollar store kitchen gadgets
21. Dollar store bath gel

Last day gift ideas:

Pointsettia
Candle
McDonald’s gift certificate
Grocery Store gift certificate
Walmart gift certificate

Twas the Night Before Christmas rewritten for appreciation of employees. First stanzas below

Twas 12 days before Christmas

And all through the town

Many homes needed cleaning

We can’t let them down.

English Poem

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Job Description – Team Leader – English & Spanish

A LEADER IS ONE WHO KNOWS THE WAY, GOES THE WAY, AND SHOWS THE WAY

JOHN C MAXWELL

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LEADERSHIP AND LEARNING ARE INDISPENSABLE TO EACH OTHER

JFK

KEY FACTOR:

Job descriptions that can stand the test of time by growing with your company require some time and thought. This is an extremely important document in your company. It is the benchmark you will use when evaluating your employees and the benchmark your employees will use when achieving excellence in their position. Your job descriptions for your Team Leaders will guide the direction your company will take.

ACTION ITEM:

Make a list of all of the duties and responsibilities that you want your Team Leader to assume. If you have working Team Leaders, as most companies do, there will be some overlap with duties that are given to the cleaning partner. The Team Leader’s list will need to expand to include things such as:

  • Introduce yourself and your partners to each client
  • Supervise the cleaning of all homes assigned to your team each day
  • Liaison between customer and company
  • Timely completion of performance and merit reviews on cleaning partners
  • Maintain cleanliness and fluid levels of company vehicles
  • Call in needed supplies on Tuesday and Thursday morning
  • Check all keys and files against check out sheet on Tuesdays and Thursdays and manage keys and files while in your possession, insuring no loss of keys and files
  • Motivation and management of cleaning partners

There are many more duties and responsibilities that will need to be added, depending upon the structure of your company. If your company uses individual cleaners to clean each home the Team Leader and Partner job descriptions can be merged.

IMPLEMENTATION PROCESS:

Each time a Team Leader is hired from the outside or promoted from within take the necessary time to go over the job description with the new Team Leader. Ask them where there concerns are regarding all of the responsibilities. There is a very good possibility this person has not been trained to do all of their responsibilities the way you are visioning they will be handled. Find out from the employee themselves where they feel they are weak and then develop a plan of action to strengthen any weak areas. This is generally accomplished through ongoing training venues.

Ashley Windsor Testimonial – CleanSpace –


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House Cleaning Training: C.O.R.E. English &/Or Spanish-Full 5 Module Sets-7 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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House Cleaning Training: C.O.R.E. English &/Or Spanish-Full 5 Module Sets
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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 by clicking here.
 
 



7 Minute C.O.R.E. training Video Samples
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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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