Store:Spanish Products3 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
Employee 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
On-site mini house cleaning training experience
This program is designed for the company with 12 or less employees who want to:
- Consistently deliver 5 star cleanings
- Improve cleaner moral
- Stop first and second day cleaner churn
- Create and/or train trainers
- Bring an EXPERT TRAINER DIRECTLY TO YOUR front line people
- Stop repeat client churn
- Decrease cleaner churn
- Increase client referrals
- Increase cleaner referrals
- Bring a ton of fun and education to your cleaners for 3 days
Sharon Tinberg, owner of Rags to Riches, and previous $2M producer with 60 employees will come to your office for 3 days (plus a preparation evening the night before) and train your trainer and your employees the C.O.R.E. process for cleaning.
You will not only learn a cleaning process but you will actually see it implemented and the dirt and dust this system eradicates from your client’s homes. But the real bonus of Sharon coming to our office is that you can rid yourself of one of the major catalysts of analysis paralysis and that is getting started and putting it in place. Things that work are easy to keep in place but it is getting to that point that is difficult. Sharon will do that for you before she leaves your office.
The entire 3 days are dedicated to implementing the C.O.R.E. cleaning process and how to pass that process on to your cleaners. Results from previous C.O.R.E. certified offices have been amazing and consistent.
Do not miss this opportunity to learn how to take your company to the next level.
Also included in the package is one year free subscription for on-line C.O.R.E. videos and the cleaner game changer plus all employee forms and manuals listed on website.
Only $3999 Introductory offer $2999 expires 1/31/20
PLUS All travel expenses food and lodging
$1000 down payment/$100 per week for 22 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
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.
Cash Advance Contract-English & Spanish
AN OUNCE OF PREVENTION IS WORTH A POUND OF CURE
Theft is a major concern in our industry. We want to do everything we possibly can to deter a major or petty theft problem resulting from one of our cleaners.
Our employees are the core of our company. We want to make every effort that is feasible to support them and their ability to come to work everyday and concentrate on performing quality work.
A small amount of money may make all of the difference in the world to the ability for one of our cleaners to come to work, to not be able to concentrate on their work because they don’t have any money to put in their car to get home after work or to not be tempted to take some change from a customer’s change jar. I realized this one of our first years in business. I had a great new employee not show up for work her 4th day of work. When she came in to pick up her paycheck I asked her why she was a no show. She explained to me that she did not have $5 (this was 20 years ago) to put gas in her car to get to work. When I asked her why she didn’t call and tell me that because I would have loaned her $5 she said she was too embarrassed. That day I started a cash advance against future pay system that worked fantastic for 20 years.
Include the cash advance form in the new hire packet. Present it to the new employee their first day so that they know it is available to them. Show them where you keep the forms in your office so that they do not need to be embarrassed asking for one. They can just go get it when they need it, fill it out and give it to you. I allowed $25 for employees under 90 days and $50 for employees over 90 days. They could not get any more money until the last advance was paid back and they needed to pay it back within 4 weeks. If they were absent any days in the previous week they did not qualify for a cash advance. If you are a bilingual facility be sure the cash advance is written in both English and Spanish. Write your own or purchase ours.
Cash Advance Contract-English & Spanish
Employee Christmas Appreciation Poem-English & Spanish
Your cleaner/employees really are far more important to you than your client. We recommend you show them every day for 12 days before Christmas how much they mean to you. This will make it fun for them to come to the office every day at a very stressful time in their lives. The first gift that you will give them is their very own coffee mug which they will fill with the coffee that you have made for them. Attached to the mug will be the ’employee ‘Twas the Night Before Christmas poem written especially for them. You will have free coffee prepared for them every day before Christmas and each day after the first day you will have something else to give them along with the coffee.
A list of inexpensive items is listed below that you can use each day or think of your own ideas. You might want to make the last day a little larger item with a special Christmas gift to them, but you certainly do not need to. This will show them every day for 12 days just how much they mean to you. Granted, this is also a very busy time of the year for you but this idea is very simple to implement and easy to keep going. It will also give your cleaners something to look forward to each day besides another dirty home. Each day you want to attach a small piece of paper to their gift of the day that says: On the (11th ) day before Christmas I show my appreciation for you with —————-.
2. Trail Mix
3. Piece of fruit
5. Christmas Card
6. Ornament or ornaments on more than one day
7. Candy cane
8. Wrapping Paper (for the presents they will give)
9. Team thermos (So they can bring more coffee with them)
10. Merry Christmas Cake for the office-They each leave with a piece
12. Lip balm/gloss
13. Hand lotion
14. Bottled water
15. Single serving cereal box
16. Energy bar
17. Measuring spoons
18. Breakfast tacos
19. Cookie cutter(s)
20. Dollar store kitchen gadgets
21. Dollar store bath gel
Last day gift ideas:
McDonald’s gift certificate
Grocery Store gift certificate
Walmart gift certificate
Twas the Night Before Christmas rewritten for appreciation of employees. First stanzas below
Twas 12 days before Christmas
And all through the town
Many homes needed cleaning
We can’t let them down.
Interview Questions – English & Spanish
INTERVIEWING THE APPLICANT
WHO HAS CONTROL OF THE INTERVIEW?
A STANDARD SET OF APPLICANT QUESTIONS
WILL KEEP YOU IN CONTROL OF THE INTERVIEW
You ‘set the stage’ for how an employee will follow your direction as a leader when you interview the applicant. You have set a professional stage with your refined application so you will want to continue this level o f professionalism throughout your interview process with well thought out and organized questions. This will encourage the applicant to want to work for you. If you just let them ramble on about whatever they want to tell you, they are controlling the interview and not you (and will most likely try to be in control the entire time they work for you). They will tell you what they think you want to hear and they will ask you what is important to them, not to your company or to you.
Prepare a set of questions that you will use in every interview. This will keep you consistent in your hiring practices and help you to uncover possible problem areas with an applicant. Asking questions about their flexibility, their reactions to specific situations and what they are looking for in a job will tell you a lot about a person and how they would fit into your company culture.
Put together a list of questions to use after you have reviewed their application. First, go through the application looking for any areas that were not completed. If an applicant does not fill out the application completely it indicates two things: they do not pay attention to detail and/or they did not come to the interview prepared with phone numbers, addresses, previous dates of employment, etc. Begin the interview with the applicant for any missing information on the application. You fill it in as they give it to you. Never put the application back in the applicant’s hands again. Look for gaps in previous employment and ask what they were doing during that time (they might have been in jail for theft). After reviewing their application proceed to your interviewing questions. Take good notes when they are answering and do not answer the questions for them, even if they are struggling for answers. Pause, restate the question in a different way but do not let them control your interview. Create your own list of questions or use the questions I used when I had a staff of 56 cleaners, some of which were there for 18 years.
Webinar-Finding, Interviewing and Hiring the Best Cleaners
Interviewing Questions (English)
Interview Questions – 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