Store:Spanish ProductsRequest 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