Store: House Cleaning Training Videos on Running House Cleaning Business3 Spanish Employee support modules; Hiring & On-boarding, Training, Retaining
Think like a wise man but communicate in the language of the people.
Learn their language and you will turn employees into believers. Teach them English and you will turn them into followers.
View the below video to see why Sharon created these packages
|MODULE I-HIRING AND ORIENTATION-English|
|Application for employment-English||5|
|Finding, Interviewing and Hiring the very Best cleaners||19.95|
|Cash Advance Contract-English & Spanish||5|
|Cleaning Tools Acceptance Form (English)||5|
|Employee Handbook – English||30|
|Employee Handbook Quiz – English||5|
|Job Description – Partner – English||5|
|Job Description – Team Leader – English||5|
|Noncompetition and Nonsolicitation Provisions-English||7.5|
|Request for Time Off-English & Spanish||5|
|Daily Evaluation Form for 10 day new cleaner training program||5|
|Orientation Person of Influence video for owners in English – $34.95||34.95|
|HIRING AND ORIENTATION-Spanish|
|Application for employment-Spanish||7.5|
|Cleaning Tools Acceptance Form Spanish – $5.00||5|
|Employee Handbook – Spanish – $40.00||40|
|Employee Handbook Quiz – Spanish – $12.00||12|
|Job Description – Partner – Spanish – $7.50||7.5|
|Job Description – Team Leader – Spanish – $7.50||7.5|
|Noncompetition and Nonsolicitation Provisions-Spanish – $10.00||10|
|English/Spanish Cleaning Vocabulary List – $15.00||15|
|Daily Evaluation Form for 10 day new cleaner training program –Spanish $7.50||7.5|
|Total English and Spanish for Module I Hiring and On-boarding
ON SALE UNTIL THURSDAY 6/13/19 FOR $99.99
|Module II-Cleaning Bundle English & Spanish|
|Cleaner roles and Responsibilities-2 & 3 Person Teams – $5.00||5|
|House cleaning training-C.O.R.E. English & spanish-Full 5 module sets – $699.00||699|
|Cleaning notebook for C.O.R.E. training (English)-Maid Easy Reference Guide Educator – $30.00||30|
|Cleaning notebook for C.O.R.E. training (Spanish)-Maid Easy Reference Guide Educator – $40.00||40|
|Seminar Recording: C.O.R.E. training Implementation for DVD Buyers – $19.95||19.95|
|Total English and Spanish for Module II Cleaning Bundle||793.95|
ON SALE UNTIL THURSDAY 6/13/19 FOR $349
|Module III-Retention Module Videos in Spanish and English-$19.95/videos $5/Quiz|
|Seminar Recording Worksheet: 7 Habits of Highly Successful Cleaning Employees Part 1-English & Spanish||10|
|Seminar Recording Worksheet: 7 Habits of Highly Successful Cleaning Employees Part 2-English & Spanish||10|
|Seminar Recording Worksheet: Building a Winning Team Part 1-English & Spanish||10|
|Seminar Recording Worksheet: Building a Winning Team Part 2-English & Spanish||10|
|Seminar Recording Worksheet: Habit #1 Being Proactive-English & Spanish||10|
|Seminar Recording Worksheet: Habit #2 Begin With the End in Mind-English & Spanish||10|
|Seminar Recording Worksheet: Habit #3 Put First Things First-English & Spanish||10|
|Seminar Recording: 7 Habits of Highly Successful Home Cleaning Employees Part 1-English & Spanish||39.9|
|Seminar Recording: 7 Habits of Highly Successful Home Cleaning Employees Part 2-English & Spanish||39.9|
|Seminar Recording: Building a Winning Team Part 1 for Cleaning Team Leaders-English & Spanish||39.9|
|Seminar Recording: Building a Winning Team Part 2 for Cleaning Team Leaders-English & Spanish||39.9|
|Seminar Recording: Dealing with Rude and Pushy People-English & Spanish||39.9|
|Seminar Recording: Habit #1 Being Proactive-English & Spanish||39.9|
|Seminar Recording: Habit #2 Begin With the End in Mind-English & Spanish||39.9|
|Seminar Recording: Habit #3 Put First Things First-English & Spanish||39.9|
|Total value of Module III-Retention Module Spanish and English||389.2|
ON SALE UNTIL THURSDAY 6/13/19 FOR $149
Total package value $1280.45 purchase all 3 and save 25% or pay only $960.00
On sale until Thursday 6/13/19 for only $449 payment in full
or $99 down and 4 easy payments of $99
Module I will be sent after down payment, Module II after 4th payment and Module III after last payment
House cleaning training-C.O.R.E. English-Full 5 module set
IS YOUR CLEANING PROCESS EFFICIENT, CONSISTENT AND PERFECTION DRIVEN?
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.
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.
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.
5 DVD C.O.R.E. training Modules – English
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5 DVD C.O.R.E. training Modules – English & Spanish
5 DVD C.O.R.E. training Modules – Spanish
Train the Trainer-How to Implement House Cleaning Training
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Daily Team Tracking Form
YOU ARE SELLING TIME
TIME IS MONEY
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.
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.
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.
Daily Team Tracking Form
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
WE CANNOT SOLVE OUR PROBLEMS WITH THE SAME LEVEL OF THINKING THAT CREATED THEM
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.
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.
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.
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
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
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.
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.
Seminar Recording: Habit #2 Begin With the End in Mind-English
Seminar Recording Worksheet: Habit #2 Begin With the End in Mind-English
Seminar Recording: Habit #2 Begin With the End in Mind-Spanish
Seminar Recording Worksheet: Habit #2 Begin With the End in Mind-Spanish
Cleaning Notebook For C.O.R.E. Training: Maid Easy Cleaning Training Reference Guide Educator
A GOOD TEACHER MUST BE ABLE TO PUT HIMSELF IN THE PLACE OF THOSE WHO FIND LEARNING HARD
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.
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.
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.
Maid Easy Reference Guide Educator for C.O.R.E. training (English)
Maid Easy Reference Guide Educator for C.O.R.E. training (Spanish)
General Employee Survey
A PROFESSIONAL EMPLOYEE SURVEY IS LIKE READING YOUR EMPLOYEE’S MINDS
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.
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.
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.
General Employee Survey
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
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.
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
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 –
Job Description – Supplies Person – English
Job Description – Supplies Person – Spanish
Job Posting Form – Cleaners & Office Staff
THE JOY AN OWNER GETS FROM PROMOTING INTERNALLY IS INCOMPARABLE
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.
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.
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.
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.
Job Posting Form – Cleaners & Office Staff
Job Description – Partner – English & Spanish
ACHIEVEMENT ALWAYS TAKES PLACE IN THE FRAMEWORK OF HIGH EXPECTATION
…CHARLES F KETTERING
WHATEVER YOU ARE, BE A GOOD ONE
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.
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.
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 –
Job Description – Partner – English
Job Description – Partner – Spanish
House Cleaning Training: Before You Pick Up A Rag-Module I-English & Spanish-C.O.R.E. Training
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
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.
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.
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
- 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.
House Cleaning Training: C.O.R.E. English &/Or Spanish-Full 5 Module Set-4 Payments
- 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.
Seminar Recording: Habit #1 Being Proactive-English & Spanish
YOU CAN DEVELOP PROACTIVE SYNERGY DRIVEN TEAMS
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.
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.
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.
Seminar Recording: Habit #1 Being Proactive-English
Seminar Recording Worksheet: Habit #1 Being Proactive-English
Seminar Recording: Habit #1 Being Proactive-Spanish
Seminar Recording Worksheet: Habit #1 Being Proactive-Spanish
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
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.
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.
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.
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.
Seminar Recording: 7 Habits of Highly Successful Home Cleaning Employees Part 1-English
Seminar Recording: 7 Habits of Highly Successful Home Cleaning Employees Part 1-Spanish
Seminar Recording Worksheet: 7 Habits of Highly Successful Cleaning Employees Part 1-English
Seminar Recording Worksheet: 7 Habits of Highly Successful Cleaning Employees Part 1-Spanish
Seminar Recording: 7 Habits of Highly Successful Home Cleaning Employees Part 2-English
Seminar Recording: 7 Habits of Highly Successful Home Cleaning Employees Part 2-Spanish
7 Habits of Highly Successful Cleaners-3 DVDs for 3 Prepared Meetings
Seminar Recording Worksheet: 7 Habits of Highly Successful Cleaning Employees Part 2-English
Seminar Recording Worksheet: 7 Habits of Highly Successful Cleaning Employees Part 2-Spanish
Train The Trainer: How To Effectively Implement A House Cleaning Process with new or current cleaners
Redirect your training efforts toward a training process that is organized, focused, fun and successful. Fix your cleaner training problems by
Clicking here to order Train the Trainer I-How to effectively train the new cleaner-1 hr 26 min
Click here to order Train the Trainer II-How to effectively retrain your current cleaning staff-2 hrs 49 min
Click here to order Train the Trainer I & II and save 25%-3 hrs 15 min
FOLLOWING A PROCESS WHEN TRAINING GIVES YOU QUALITY RESULTS IN BENCHMARK TIME
IT TAKES 254 TIMES TO FORGET AN OLD HABIT AND LEARN A NEW HABIT
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
- Training must be the only thing on the trainers schedule, to do list and mind for that training day
- Do not try to train more than one person at a time, no exceptions
- 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.
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.
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.
Seminar Recording: Train the Trainer I-How to Effectively Implement a House Cleaning Process to new employees
Seminar Recording: Train the Trainer II-How to Effectively Implement a House Cleaning Process current cleaners
SAVE 25% and get them both Train the Trainer I & II
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
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.
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.
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 –
Seminar Recording Worksheet: Building a Winning Team Part 1-English
Seminar Recording: Building a Winning Team Part 1 for Cleaning Team Leaders-Spanish
Seminar Recording Worksheet: Building a Winning Team Part 1-Spanish
Seminar Recording: Building a Winning Team Part 2 for Cleaning Team Leaders-English
Seminar Recording: Building a Winning Team Part 2 for Cleaning Team Leaders-Spanish
Seminar Recording Worksheet: Building a Winning Team Part 2-English
Seminar Recording Worksheet: Building a Winning Team Part 2-Spanish
Cleaner Roles & Responsibilities: 2 & 3 Person Teams
Â A CLEAR VISION IS USUALLY ASSUMED AND RARELY COMMUNICATED
GOOD PLANS SHAPE GOOD DECISIONS. THAT’S WHY GOOD PLANNING HELPS MAKE ELUSIVE DREAMS COME TRUE
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.
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.
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.
2 & 3 Person Team Roles & Responsibilities
Seminar Recording: Empower Your Cleaners-English
FOCUS ON YOUR POTENTIAL INSTEAD OF YOUR LIMITATIONS
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.
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’.
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.
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.
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.
Your most unhappy customers are your greatest source of learning.
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.
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.
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.
Job Description – Sales/Customer Service Manager – English
Job Description – Sales/Customer Service Manager – Spanish
Seminar Recording: Dealing with Rude and Pushy People-English & Spanish
THERE ARE NO PEOPLE WHO ARE QUITE SO VULGAR AS THE OVER-REFINED
IT’S NOT A SLAM AT YOU WHEN PEOPLE ARE RUDE IT’S A SLAM AT THE PEOPLE THEY’VE MET BEFORE
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.
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.
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.