Store:Spanish ProductsEmployee Handbook – English & Spanish
BE SPECIFIC & CLEARLY DEFINED WITH YOUR POLICIES, SHARE THEM WITH YOUR EMPLOYEES, CONSISTENTLY DEPLOY DISCIPLINARY ACTION AND YOUR POLICIES WILL MANAGE FOR YOU
People will not do what you expect them to do if they do not know what your expectations are. People will also not do what you expect them to do if you do not consistently follow through with expected actions/consequences when the policies are broken. If you let your policies manage your business, not your emotions or your current needs, you will find yourself facing fewer and fewer problems each day. Anything not covered in an employee handbook is left to the judgment call of the employee. The consequences from their judgment call are felt directly by your company.
Clearly state your company policies to a new hire on their first day of work and then give them a copy of the policies in writing. Be specific with your policies and be sure your employee understands them. When a policy is broken or not honored be sure to deploy the appropriate disciplinary action in a timely basis. Letting your policies manage for you is not the only benefit of this process, it also highlights and supports your culture of professionalism and fairness. Cover everything from company values to apron responsibility in your company handbook. Be specific with the policies regarding each area.
The following is a list of the items that should be covered in a company handbook. Put a handbook together writing support material regarding each area.
You can also purchase our Microsoft Word document employee handbook that covers each of the below areas. You can easily customize it to reflect your company. It is available in English and Spanish.
Purpose of Employee Handbook
Employment at Will
Authority and Distribution of Employee Handbook
Acknowledgment of Receipt and Reading
Company Mission Statement
Role of the Employee
Equal Employment Opportunity
Workplace Harassment and Sexual Harassment
Cleaning Tools and Supplies
Gasoline Credit Card
Insurance-Employee Accident & Disability
Meals and Break Periods
Minimum Hours per Week
Leaves of Absence
Lost Payroll Checks
Open Position Postings
Pay Advances Against Earned Pay
Referral of New Employees
Resignation or Termination
Acknowledgement of Receipt & Reading Form
Ines Cohron Testimonial – Total Home Cleaning – Summit, NJ –
Ashley Windsor Testimonial – CleanSpace –
WEDNESDAY 3/4/15 THROUGH FRIDAY 3/6/15 PURCHASE HANDBOOK(S) AND GET CORRESPONDING QUIZ FOR FREE
Employee Handbook – English
Employee Handbook – Spanish
Employee Handbook – English & Spanish
STOP–NO NEED TO BUY THESE***SEE ABOVE
Employee Handbook Quiz- English
Employee Handbook Quiz – Spanish
Employee Handbook Quiz- English & Spanish
Disciplinary Actions – Verbal, Written & Probationary Forms – English & Spanish
WHILE WE ARE FREE TO CHOOSE OUR ACTIONS, WE ARE NOT FREE TO CHOOSE THE CONSEQUENCES OF OUR ACTIONS.
Have you ever observed an extremely naughty child in public? If you are like me you have probably thought to yourself, why would the child behave any differently? They certainly aren’t suffering any consequences from their actions. Managing your employees is exactly the same. Do not allow your employees to choose the consequences of their actions because you aren’t choosing any for them. Do not set any policies or procedures if you do not intend to enforce each and every one of them. Timely discussions and/or disciplinary action can save a really good employee. You owe timely consequences to your employees. The key factor is to administer the proper disciplinary action the same day, when possible, but no more than two days from the date of the infraction. If there are no consequences, or occasional consequences, not only do you leave yourself open for a discrimination case but you lose all influence with your employees. They will begin to choose their own actions and consequences. At this point you have lost total control.
One of the best ways to send a signal to cleaners that infractions will not be tolerated is to use a system of verbal, written and probationary notices. Develop a written and probationary form.
Any employee who demonstrates continual poor performance, poor behavior, violates a policy or demonstrates inappropriate workplace conduct should be given a verbal warning. This should be behind closed doors and documented in the employee’s file. There should be an agreed upon correction plan and some closer dates with expectations attached with the verbal warning and documented in the employee’s file as well. If expectations are not met then the employee should receive a written warning which will be signed by both the employee and the owner/manager stating specific problem areas, documentation of infractions and expected performance improvement with dates. If these expectations are not met the same will happen on a probationary notice. If there is still no improvement the employee will be terminated. Follow this process for all infractions; attendance, punctuality, quality of work, excessive breakage and damage, etc. If you faithfully follow this process with every infraction and document everything you will never lose an unemployment case, probably will never lose a law suit, and your employee turnover rate will drop because you will come across to your employees as an organization with clear expectations both verbally and by way of your actions.
An added bonus to using a timely system of disciplinary action is one verbal warning generally fixes the problem. The employee really did not understand how important ‘it’ was. Perhaps they didn’t, perhaps they did, who knows? What is clear to the employee now is that it is extremely important. Most employees will fix the problem.
Disciplinary Actions – Verbal, Written & Probationary Forms – English
Disciplinary Actions – Verbal, Written & Probationary Forms – English & Spanish
Disciplinary Actions – Verbal, Written & Probationary Forms – Spanish
FINAL HILL COUNTRY HARVEST EXPERIENCE Where you will learn how to harvest a million-Austin Hill Country October 11 & 12
Sharon Tinberg is resurrecting Hill Country Harvest on Friday October 11 and Saturday October 12 because of owner demand.
Rags to Riches began in 2008 with the first English and Spanish House Cleaning Training videos in the industry produced specifically for residential cleaning services. In 2010 Rags to Riches released the first Business In A Box that covered everything from applications to pricing to cleaning and was designed solely for residential cleaning service owners and start ups. In 2012 Rags to Riches started the first 5 day one on one off site training for owners that was facilitated at the Fig Newton learning center outside of Austin, Texas. These sessions grew to weekend group sessions known as Hill Country Harvest and were conducted at the same facility until they eventually moved to a variety of cities across the country hosted by cleaning service owners. Sharon has spent the past two years solely working with 41 owners and their management and cleaning staff in their office one on one.
The industry has grown a lot and changed a lot since 2008. Rags to Riches support materials have also grown a lot but not changed enough. In reaction to the changes Rags to Riches has spent the past 4 months updating all of their support materials and creating Edition 2 of Business In A Box which will is now available for those owners who cannot attend HCH live.
What is Hill Country Harvest? It is a live version of Business In A Box. You will receive all of the materials, videos, forms, dashboard, etc as BIB. You will also spend 2 full days embedded with 7 other owners on a beautiful and peaceful ranch in the Texas Hill Country probing into every aspect of your business while Sharon Tinberg facilitates your experience.
You will be treated like Kings and Queens. You will dine like royalty. You will not only learn life/company changing ideas but you will actually learn how to implement them, ridding yourself of one of the major catalysts of analysis paralysis.
50% of the 2 days of education at Hill Country Harvest is dedicated to learning the C.O.R.E. cleaning process and how to pass that process on to your cleaners. Results from previous attendees have been amazing and consistent. You can click below to listen to an overview of HCH and comments from numerous attendees.
You will need to fly into Austin Bergstrom Airport by Thursday evening May 16, 2019. You will need to purchase your own ticket but that is your only expense. Rags to Riches will provide 2 free shuttles from the airport to the Hyatt Place in Cedar Park where your rooms have been reserved and prepaid for Thursday, Friday and Saturday evenings. Transportation will be provided to and from your hotel to the ranch where the training will be conducted. There will be 2 free shuttle times again on Sunday morning to return you to the airport. Shuttle times will be determined after I receive your airline reservation times. Breakfasts will be provided at the hotel and all other meals will be provided at the training session. On Saturday evening Sharon and an assistant will serve you a 5 course wine pairing dinner where you will create a bond with the other attendees that will last a lifetime. Do not miss this opportunity to learn how to take your company to the next level.
HILL COUNTRY HARVEST AGENDA-2 DAY
9:30-10:30am Building a Business Model Based On Repeat Clients
10:45-11:15am How to Control Your Time and Your Life
11:15-11:45pm Where have all the repeat clients gone
11:45-1:00pm Hayride to and from picnic working lunch (weather permitting)
Solos and teams
Rabbit trail answers
1:00am-1:30pm Accurate Pricing, Quoting and Selling on the Phone
Pricing calculator and sales scripts
1:30-2:15pm Finding, Interviewing and Hiring the Best
Proper use of Applicant call-in log
Reference Check Questions
2:15-3:00pm Being a Person of Influence-Orientation
New Employee Evaluation Form
3:00-3:30pm Employee Handbook
3:30-3:45pm Two and three person team roles and responsibilites
4:00-4:20pm Supplies and cleaning tool belt and supplies
4:20-4:45pm Watch Before You Pick Up A Rag
4:45-5:45pm Watch How to Long and Short Dust and fill out manual
Play living room Cleaner Game Changer game
5:45-6:30pm Clean/watch long and short dusting
6:30-6:45pm New Hire evaluation form
6:45-10:30pm Open bar and pool in sports bar, hay rides, wiener roast, networking
8:30am Arrive at Fig Newton Learning Center
8:30-9:00am Review Friday
Review Day’s Agenda
9:00-9:45am Watch How to clean a kitchen and fill out manual
Play living room Cleaner Game Changer game
9:45-10:30am Clean and/or coach kitchen
10:30-10:45am New cleaner evaluation form
10:45-11:45pm Leadership versus management
Principles of Leadership
Building A Winning Team
11:45-1:00pm Hayride to and from picnic working lunch (weather permitting)
1:00-2:00pm Job Descriptions
Field Operations Manager
Customer service, sales Manager
2:00-3:30pm Software presentations
Call volume, close ratio and cost per sale
Daily Schedule template
Daily office tracking form/activity log
Daily Team Tracking Form
Quality Control Check List
3:30-4:30pm One on ones
Cause marketing-Walks for causes
Hospitals and clinics and C4R
Direct mail and flyers
5:45-6:00pm Outbound sales calls
6:00-6:15pm Putting Hope Where Others Think There Is None
6:15-6:30pm Final Wrap Up and Questions
6:30-7:00 Cocktails on patio
7:00-10:00 5 course sit down wine pairing dinner
DETAILED LIST OF CONTENTS OF PACKAGE
All documents and videos are accessible through your dashboard. They can be viewed and/or downloaded for one year from date of purchase.
|1 Apron plain with buckle, no logo, grey only|
|1 Apron plain with ties, no logo, grey only|
|Cleaner roles and Responsibilities-2 & 3 Person Teams English|
|Cleaning notebook for C.O.R.E. training (English & Spanish)-Maid Easy Reference Guide Educator|
|House cleaning training-C.O.R.E. English & spanish-Full 5 module sets|
|Supplies List – Buckets & Cars|
|Training-How to Implement C.O.R.E. training online seminar recording English|
|7 Habits for Owners-Trilogy-3 online seminars in English|
|Action Item List-Start Up & Grow-English|
|DVD 5 Stages of Growth in a Small Business-Stage 1 Existence $0-155K|
|DVD 5 Stages of Growth in a Small Business-Stage 2 Survival $155-410K|
|DVD-How I Became a $2M Business|
|DVD-Building A Business Model Based On Repeat Clients|
|Advertising seal for C.O.R.E. training users|
|Apartment/Condo Relationship Building Template|
|Brochure for marketing-3 fold,print on your PC-Circle of Excellence|
|Christmas Cleaning Poem for Client & Advertising Use|
|Client Customer Service Call Log Sheet|
|Client Customer Service Call Script|
|Client Easter/Mother’s Day Customer Service Call Script|
|Coloring Book on Manners|
|Competitor Pricing-Script to get competitor’s prices and tracking log|
|Daily Activity Log Spreadsheet|
|Data Sheet for client-tracks client info and preferences|
|Flyers-Package of 12 for each holiday|
|Hospital Relationship Building Proposal Template|
|Inbound sales/quote client data form|
|Media List for Press Releases template|
|Outbound Scripts for one times, cancelled and never serviced|
|Policies for Clients of Cleaning Services|
|Press Release for Cause cleanings|
|Pricing and Labor Matrix Calculator|
|Pricing for deep clean tasks, i.e. wet wiping, inside refrig, etc|
|Prospect Response Emails 1 & 2 for internet and Service Magic, etc Inquiries|
|Hospitals,Schools, Apartments/Condos Relationship Building Proposal Template|
|Relationship Building with Hospitals Script|
|Relationship Building with Media Script|
|Relationship Building with Real Estate Agencies Script|
|Response Card for client feedback for Website &/or Card|
|Sales Script Inbound Repeat|
|Sales script-inbound one time or make ready|
|School Relationship Building Proposal Template|
|DVD Accurate Pricing, Quoting and Selling Over the Phone|
|Seminar Recording: Customer Focus & Satisfaction-English|
|Seminar Recording: Maximizing Holiday Profits & Scheduling-English|
|Seminar Recording: Zero Cost Advertising-English|
|Services Provided-Company Profile Sheet to give client|
|Spring Cleaning Redefined article for newspaper|
|Welcome Letter for new client|
|DVD Dot Your i’s and Cross Your t’s-Employee Handbooks|
|Seminar Recording: Empower Your Cleaners-English|
|Recruiting, Interviewing and Hiring the Best Cleaners Online seminar-English|
|Seminar Recording: From Cleaning to Coaching-English|
|Applicant Call In Log|
|Breakage note for client and form for office-English|
|Cash Advance Contract-English & Spanish|
|christmas employee poem-English & Spanish|
|Cleaning Tools Acceptance Form (English & Spanish)|
|New hire 10 day daily evaluation form for training time|
|Daily Team Tracking Form|
|Desired Product Format Per Meeting|
|Disciplinary Actions – Verbal, Written & Probationary Forms – English & Spanish|
|Application for Employment-English & Spanish|
|Employee Handbook – English & Spanish|
|Employee Handbook Quiz – English & Spanish|
|Cleaning Vocabulary List-English/Spanish|
|Exit Interview Questions (English & Spanish)|
|General Employee Survey-English|
|Applicant Interview Questions–English & Spanish|
|Job Description – Customer Service Manager – English & Spanish|
|Job Description – Partner – English & Spanish|
|Job Description – Quality Assurance Manager – English|
|Job Description -Supervisor/Team Leader – English & Spanish|
|Job Posting Form – Cleaners & Office Staff-English|
|Noncompetition and Nonsolicitation Provisions-English & Spanish|
|Performance Appraisal – Partners – English & Spanish|
|Performance Appraisal – Supervisor/Team Leader – English & Spanish|
|Quality Control Checklist-English|
|Reference Checking Form (English & Spanish)|
|Time Off Request-English & Spanish|
|Seminar Recording Worksheet: 7 Habits of Highly Successful Cleaning Employees Part 1-English & Spanish|
|Seminar Recording Worksheet: 7 Habits of Highly Successful Cleaning Employees Part 2-English & Spanish|
|Seminar Recording Worksheet: Building a Winning Team Part 1-English & Spanish|
|Seminar Recording Worksheet: Building a Winning Team Part 2-English & Spanish|
|Seminar Recording Worksheet: Habit #1 Being Proactive-English & Spanish|
|Seminar Recording Worksheet: Habit #2 Begin With the End in Mind-English & Spanish|
|Seminar Recording Worksheet: Habit #3 Put First Things First-English & Spanish|
|Seminar Recording: 7 Habits of Highly Successful Home Cleaning Employees Part 1-English & Spanish|
|Seminar Recording: 7 Habits of Highly Successful Home Cleaning Employees Part 2-English & Spanish|
|Seminar Recording: Building a Winning Team Part 1 for Cleaning Team Leaders-English & Spanish|
|Seminar Recording: Building a Winning Team Part 2 for Cleaning Team Leaders-English & Spanish|
|Seminar Recording: Dealing with Rude and Pushy People-English & Spanish|
|Seminar Recording: Habit #1 Being Proactive-English & Spanish|
|Seminar Recording: Habit #2 Begin With the End in Mind-English & Spanish|
|Seminar Recording: Habit #3 Put First Things First-English & Spanish|
|Reducing Turnover online seminar recording|
|Price Increase Letters for current repeat clients 1 & 2|
|Vehicle Maintenance Form|
|Goal Wall Chart Template for Tracking and Displaying plan vs actual for full office|
|Daily Activity Log Spreadsheet|
|DVDs (yours forever)|
|5 Stages Of Growth In Any Small Business Cylce-Stage 1|
|5 Stages Of Growth In Any Small Business Cylce-Stage 2|
|Accurate Pricing, Quoting and Selling on the Phone|
|Building A Business Model Based on Repeat Clients|
|Building A Winning Team for Owners and Managers|
|Dot Your i’s and Cross your t’s-Employee Handbooks|
|How I Became A $2M Business|
|How To Control Your Time|
|Orientation-Person of Influence|
|Principles of Leadership|
|Putting Hope Where Others Think There Is None|
|7 Habits of Highly Successful Cleaners (3 meetings)|
Register before 8/31/19 and save $500
Only $3700 with payment plan
$1000 down payment/$100 per week for 27 weeks
(Additional $200 for payment plan)
Cleaning Vocabulary List-English & Spanish
❝The limits of my language are the limits of my world.❞
❝One language sets you in a corridor for life. Two languages open every door along the way.❞
If you have employees who cannot speak any English it is imperative that your application, documents, employee handbook and training materials are all in the language of the employee who cannot speak English. You cannot expect them to look at the owner of your company as a person of influence when the owner did not even care enough about their success to invest the time and money to make sure they understood what was expected of them. How can they possibly have any hope of being successful and growing with your company if they cannot understand what you expect them to do.
Begin by making a list of 50 cleaning terms in both English and Spanish. Make it part of the condition of employment that they will learn and retain 5 English words a week or 1 a day. Simultaneously, you need to learn 5 Spanish words a week. A person who knows 2,000 words is considered bilingual. In 8 years you and your employees will be bilingual and grateful to one another for the world of opportunity you have both brought upon yourselves. Now your employees will look at you as a person of influence because you have taken the time to learn their language. Your English speaking only employees will also look at you with new found respect. I went back to college and took 16 credits of Spanish in 2 years the first year I hired a cleaner who could not speak any English. After college and producing C.O.R.E. training learning Spanish is the 3rd most important accomplishment in my life. I was not patient enough to wait 8 years to teach myself the language and I needed to communicate effectively with my employees before 8 years.
When a new none English speaking employee goes through orientation they should receive their first list of 50 words as part of orientation. Check their 5 words weekly. Go to the top of the list each week and check all of the words or they will forget the first 5. This list will last 10 weeks and you will go through 50 words their last week. The employee hands you their list and you highlight the 5 words they learned that week. When the 10th week comes the entire sheet should be lighted and you will give them a second sheet of 50 words and/or phrases that are commonly used with clients. The employee must not lose their sheet because all of your employees will be at different stages on the sheet, dependent upon when they started. If they lose their sheet, give them another sheet and have then learn 10 words that week. If you are not bilingual in their language, when you have finished checking their words have them check your list. You will help one another with pronunciation and that is one of the road blocks to learning a language. Everyone thinks they sound ‘stupid’ so they are afraid to try to speak another language. Once they can say 50 words with confidence the sky is the limit and they will be asking for more than 5 words a week.
Related Product: Cleaning Vocabulary List-English/Spanish
Noncompetition and Nonsolicitation Provisions-English and Spanish
Â WHAT KILLS A SKUNK IS THE PUBLICITY IT GIVES ITSELF
Unfortunately, we sometimes hire people who do not think ethically. They may not even realize that something is unethical. Consequently, we could end up with an employee or two who ‘steals’ our clients. They steal them for a variety of reasons; the client suggests the idea, the cleaner sees all those ‘big’ checks they are bringing to you and thinks they should be making a lot more money, the cleaner wants to start their own cleaning service, etc. It does not really matter. The outcome is the same. You lose revenue and, usually, a good cleaner. Your client loses a good cleaning company and gains a person who cannot be trusted and they ‘smelled’ that when they knew they were doing something wrong hiring them away from you. This usually ends up to be a lose/lose/lose situation for all 3 involved.
Covering this subject the first day an employee works for you will have a positive impact. Have them sign a non-compete contract and make it very clear to them that if they ‘steal’ a client you will pursue them with an attorney in a court of law for lost revenue and damages. It is very difficult to win these cases but it can be done. The most important thing is that you have intimidated 80% of your employees enough that they won’t even consider the possibility of ‘stealing’ one of your clients.
Create a non-compete contract, or purchase ours, that every one of your employees sign whether they clean homes or not. Have new employees sign the contract before they ever see one of your customer’s names. If you have bilinguals working for you be sure it is available in their language as well.
Noncompetition and Nonsolicitation Provisions – English
Noncompetition and Nonsolicitation Provisions – Spanish
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
Request for Time Off-English & Spanish
REQUEST FOR TIME OFF
Our cleaning employees are generally intelligent, resourceful, agreeable people who really want to do the right thing. They are also generally intimidated, uneducated in good business practices and a bit “me” focused. Successful cleaning company owners need to respond proactively to all of the above factors when managing their cleaners.
Have a form available for your employees for any area that needs to be managed in your company. Employee absenteeism management is one of the most challenging in this industry. Any advance notice of need for time off helps so much with scheduling both clients and staff. Make the reporting of a requested day off as easy as possible for the employee and make it documented so nothing is misunderstood.
Have blank requests for time off forms in the same location you are keeping your cash advance forms. They should be in English and Spanish and cover dates the employee wants off, full or half day, etc. Make your own or purchase ours below. Be sure to put the forms someplace with easy access for the employee. Do not make them ask you for one because that is the same as asking for time off. If they do not need to confront anyone for anything they are more likely to give you notice. They will go to the drawer, fill out the form and put it in your in box when you’re not in your office. That’s OK. You have notice to fix the problem.
Request for Time Off-English & 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
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
Our Partners Appraisal translated into Spanish
Performance Appraisal – Team Leader – English
Special price for combined purchase
Our Team Leader Appraisal translated into Spanish
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: 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.
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: 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
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
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
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
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
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.
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.
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.
Seminar Recording: Habit #3 Put First Things First-English
Seminar Recording Worksheet: Habit #3 Put First Things First-English
Seminar Recording: Habit #3 Put First Things First-Spanish
Seminar Recording Worksheet: Habit #3 Put First Things First-Spanish
Application for Employment – English & Spanish
FIRST IMPRESSIONS ARE LASTING IMPRESSIONS
PROFESSIONAL APPLICATIONS IN ENGLISH AND SPANISH WILL ENHANCE YOUR COMPANY IMAGE
It is no secret that cleaning homes is not viewed as a glamorous job. When many of our applicants come in the door their expectations for joining this industry are low and many feel like they are just desperate for a job and will take anything, even cleaning houses. It is our job to show our applicants this is not just ‘anything’ but they have landed (maybe by default) into one of the fastest growing industries in the nation which offers great potential and growth for them. They need to leave your office excited about the interview and really hoping that they get the job.
Set a specific time for your interview with the applicant on the phone or via email. Be prepared for the applicant when they come into your office or home. Have the application sitting out with pen or pencil on top of it. Be sure your office/home is neat and tidy. Remember, first impressions are lasting impressions. Do not leave the applicant sitting somewhere while you take care of last minute items or handle problems or issues with other employees. Make them feel like there is nothing more important than them, to you, at this time. Use an extremely professional application and have them available in Spanish for your non English speaking applicants.
Put together an application for employment that contains all of the necessary data you want to collect from the applicant. A google search will give you lots of choices or you can purchase our applications in both English and Spanish below as a word document and easily add your logo to our application.
New Employee Application Form (English) –Only $7.50
New Employee Application Form – Spanish –Only $10.00
Reference Checking Form English & Spanish
ASK THE RIGHT QUESTIONS AND YOU’LL GET THE RIGHT ANSWERS
Some previous employers are afraid to say anything about a previous employee; some are forbidden by their company to say anything and some are just waiting for you to ask the right question so they can ‘spill the beans’ on the previous employee. One thing for sure, if you have not prepared any questions you will receive very few answers.
Prepare a set of easily answered questions for the previous employers. Start with factual answers like verifying their dates of employment and their salary. Then go into more subjective questions with multiple choice answers. Then end with a couple of open ended questions that allow the previous employer to talk as much as they want.
Put together a set of questions that you can use for every applicant following the guidelines above. Gather your own questions or choose some of the many we have listed on our reference checking questions list. If you hire the applicant be sure to share with them what you heard. It will give your company a lot of credibility to the new hire if they know that you did, indeed, check their references. (You do what you say you are going to do.)
Reference Checking Form (English)
Reference Checking Form (Spanish)
Job Description – Team Leader – English & Spanish
A LEADER IS ONE WHO KNOWS THE WAY, GOES THE WAY, AND SHOWS THE WAY
JOHN C MAXWELL
LEADERSHIP AND LEARNING ARE INDISPENSABLE TO EACH OTHER
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.
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.
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 –
Job Description – Team Leader – English
House Cleaning Training: C.O.R.E. English &/Or Spanish-Full 5 Module Sets
- 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.