Employees Must Be Generalists
In a cleaning company, all employees, tradespersons, administrators; operators have to do other than what they concentrate in. If an accounts clerk has to pacify a disgruntled customer, so be it. If the receptionist needs to check credit appropriateness, that's OK too. And it's ordinary for technicians and trades people to have to put up for sale.
An worker cannot simply say "That's not my job" or "there's no one here to handle that right now". If your staff are too specialist, arrange some cross training to augment their value to you, pick up their self growth and enhance your client service.
Customer Service Is Everyone's Job
This idea isn't new. Trainers and consultant spew out it all the time. But in a maintenance commerce it's not only true, it's necessary. There's no client service or customer relations boss in a cleaning business. Everyone must know how to react to a range of client service subjects.
To the client the person he or she speaks with is the commerce. A client with a query or grievance must feel appreciated and welcomed. Angry or miserable customers are far more harmful to a cleaning industry than a large industry. "I'll call you back" or "I'll get back to you" are inadequate responses. There must be a scheme that staff follow that guarantee customers a response within a certain time. You may require to use scripts so that staff knows precisely what to say.
Find Employees Who Like Cleaning business
This applies particularly to other managers and specialists. Unlike big business, cleaning industry doesn't have a small army of people to delegate to. Managers and specialists need to be comfy doing both "management" and "hands on" work. And they need to be eager to "cover" for other managers and specialists too.
People functioning in cleaning business should take pleasure in the variety, the excitement, the immediacy and the randomness that's essential to some extent in almost all cleaning industry. They should also be liberal of the foibles of generation. Cleaning businesses, even with 20-30 employees, are fairly intimate places. There's little room for personal annoyance.
Your Relationship With Staff
In cleaning business, the association between the CEO and all staff is sole. Some employees may try to take advantage of on it by self endorsement. Some may just be slightly painful that their performance and behaviour is so readily observed by the CEO. Others will be painful that, as they see it, other staff are more well-liked with the superior than they are.
As CEO in a organization business, you'll be far more aware of human being employee error and limits than in large industry. Make sure you keep a balanced viewpoint.
It's great to employ the "best" people obtainable. But they must be comfy in the "rough and tumble" of cleaning industry too. It's yet another area where the unique needs of cleaning business are different from large industry.
For more: How to start a cleaning business by StartCleaningService.com
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06-22-2009, 12:10 PM #1
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Best Qualities of a Good Cleaning Service Company Employee