I was reading in one of the Facebook Groups about someone that had a client cancel service today because they came home to find the house filled with gas. The cleaners had accidentally left the one of the stove’s gas burners on. For obvious reasons the clients were furious. The cleaning business owner was upset with her employees for making such a huge mistake. But this mistake is easier to make than you would imagine. If the gas stove has knobs in the front, they are very easy to turn on by accident. Your staff could easily lean against them when cleaning the cabinets or microwave oven directly above the stove.
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This is just one example of the many things your training program needs to cover. It’s not just about how to clean a house. There are three points to cover in training:
1. Explain how a gas stove works and how it is possible to engage the gas without realizing it. Most of our employees do not have a gas stove in their home. They may not be familiar with how they operate or the risks associated with them. Teach them how the igniter works and why it is bad idea to allow liquid, including cleaning chemicals, to come in contact with the igniter.
2. Point out the risks of leaning on or against the knobs at any time. Instruct them to always check this appliance before leaving the kitchen, to make sure all the knobs are locked in the OFF position.
3. Teach them what gas smells like and what to do when they smell it. This will help not only with the gas stove, but also gas fire places and other risk areas in the home.
There are many other procedures that make up important parts of your training and on-boarding program. Cleaning Business Builders offers help with our module Setting Expectations & Measuring Quality. It's part of our new Foundations Fast Track program. For a FREE PREVIEW of Liz Trotter's video presentation for this class, click the play button on the image below.
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Setting Expectations & Measuring Quality is only $149, but if you BUY BEFORE AUGUST 4, 2016, you'll get 25% OFF. Enter the promo code QUALITY in the Discount Box at checkout!
Being Proactive: Setting Expectations & Measuring Quality
This class, delivered by American Maid founder/owner Liz Trotter, covers how you can get better at defining and setting expectations before the first service is ever delivered but especially how to create and implement a quality measurement (customer feedback) program so that you can nip complaints-in-waiting.
One of the toughest kinds of change in any service business is the "sudden" loss of a customer, especially when they've never complained and don't give you a very focused reason for cancelling. We all know that setting clear expectations up front and reminding customers of what they're really paying for is important, but measuring quality can't be one-sided (coming from you). Keeping tabs on quality requires good communication from your customers.
- Why be Proactive in Your Customer Service
- How Do You Do It?
- Requiring Feedback
- Service Excellence Program overview: a post-service email rating system
- Alternatives to Post-service Email Ratings
- Class Video (duration 57:13)
- Class PPT Slides
- AMCLLC (Liz Trotter's) Service Excellence Program: instructions, forms, and tracking calculator
This class (or business topic) was originally presented live as one piece of the comprehensive Foundations of Success program. Business coaches/consultants Derek Christian, Tom Stewart and Liz Trotter are now making all 22 classes of the program available through Foundations Fast Track. And you can purchase the full program (all 22 classes at once) for only $2549!
Derek Christian has been involved in the cleaning industry for more than 20 years and is an owner or investor in several cleaning companies including My Maid Service Dayton and Real World Services Columbus, and now he works as a sales and marketing consultant for Castle Keepers.