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CORE CONCEPT
The large majority of your new cleaners will be able to observe a process once and know what that process is. If they are also tested on the process it will solidify the information even more. This being said, there will be some new cleaners who actually might not have the process down perfect at the close of their second day. It might help these employees to have the rules for the process written down so they can review them before they enter each home. Giving a written copy of the cleaning process steps and rules to every new employee is a good idea.
RESOLUTION
Write out your rules and steps for cleaning in straight forward and easy to follow guidelines. If it is too much to read it will not get read or followed. If you use a video then a field guide should be just that. A quick reference guide. Not more than 3-4 pages if you expect them to review it every day until they have your process down perfect and/or use it when they want a quick answer to a question regarding process.
IMPLEMENTATION Your written process should also include things that should happen every day that do not include cleaning a home. Things like 'don't use client's phones or electronic equipment, personal cell phone useage while in a client's home, etc. Remember: 25-50% of cancels come from something other than the actual cleaning. There are certain basic steps and rules that apply to all areas when cleaning a home. If you work with teams then your written manual should list those generic basic steps and rules as well as the specific steps and rules that relate to only one area of cleaning either the kitchen, bath or dusting. CLICK HERE TO PURCHASE
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HAVE YOUR CLEANERS TAKE THE RULES WITH THEM
Sincerely,
Sharon Tinberg and Sharon Fliess
Rags to Riches Success Maid Easy
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#66 11/1/2010
