Store:Spanish ProductsPerformance 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