WE'VE TALKED ABOUT THE CLEANING BUT WHAT ABOUT THE 50% THAT HAS NOTHING TO DO WITH THE CLEANING?
IF YOU WANT YOUR CLIENTS TO REMARK TO OTHERS ABOUT THEIR REMARKABLE CLEANING EXPERIENCE THEN YOU NEED TO TRAIN THEM ABOUT THE OTHER 50%
(an ounce of prevention is worth a pound of cure)
CORE CONCEPT:
There are a lot of steps involved to 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 administrative errors by both the office staff and the cleaners. You must cover your administrative processes with your cleaners before they enter a client's home so you are sure that they will leave your client with a remarkable experience. Remarkable experiences are remarked about and are the catalyst for referrals and a self-perpetuating company.
Create a list of the items that you need to cover with an 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, eating a client's caramels, etc. Review your cancellation log and think of real life/company situations that have cost you a client and tell those stories to your new hires. Stories always have a greater impact and stay with an employee longer.
IMPLEMENTATION:
If your company utilizes individuals to clean a home or you are training a new Team Leader 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. This is how you build a remarkable company. This process is very important with new individual cleaners and Team Leaders because there is no one there to warn this new hire that this mistake has happened before and if it happens again you will lose the client. Some topics that should be covered before your employees enter a client's home are:
· Appropriate Dress Code
· Name Tags
· Aprons
· Hair Requirements
· Cell phone
· Restricted use of client equipment
· No food or drink in home
· Introduction to Client
· Be on time
· Read client data and comments
WATCH OUR 7 MINUTE DEMO FROM THE MODULE 'BEFORE YOU PICK UP A RAG' AND DECIDE FOR YOURSELF IF
C.O.R.E. training
WILL HELP YOU LEAVE THE CLIENT WITH A REMARKABLE EXPERIENCE
CLICK HERETO CONNECT TO DVD TRAINING DEMO C.O.R.E. training
Sincerely,
Sharon Tinberg and Sharon Fliess  Rags to Riches Success Maid Easy |
