Pipehire HRM

Introduction

There are different approaches to running 1 to 1 meetings with your cleaning employees. The truth of the matter is that you can make them, as simple or as complicated as you want them, short or long, as often like every week or every quarter, I don’t think there’s a perfect way to do it, but I do believe there’s a practical and effective way to do it.

Definition: The difference Being effective is about doing the right things, while being efficient is about doing things right. Similar but not the same.

For me being effective is to accomplish the right things, that will move the employee and company forward. 🤝

So what’s the purpose of the 1 to 1 meetings?

The purpose should to bridge the gap between where they are and where they could/should be in the cleaning technician career path.

Side note: At Gmaids we believe every employee should have a long term vision (career path) and certain realistic goals they want to accomplish once they start to work for me. (i.e save for down payment of house, pay for children’s college etc.) this is what will make your job worthy of loyalty (low turnover), if they feel they can get what they dream, your company (job) becomes a vehicle to get there.

Who should conduct the meetings?

If you’re just getting started with your house cleaning business, then will be you the owner. Businesses with $500K in revenue and above should have the office assistant or manager do this. As a business owner when you cross the $500K+ in annual revenue you should be focusing on more leadership, growth/expansion and fine tuning procedures to get to the $1m year cleaning business.

What should be the meeting about?

1. Discuss challenges: Address employee concerns by asking in what area(s) they feel stuck, so you can send them to the right place (i.e retraining them or to review the 13 speed cleaning rules). One word of advice: Listen them, but don’t become their psychiatrist. 😱
2. Review performance: Talking about their last Complaints received and how they will improve next time, also even more important review their Compliments, yes you should will also review all positive feedback they’ve received from clients this will help with their self- esteem. Successful cleaning services are far more supportive and complementary than low performing one. Positive reinforcement with employees it’s so important in our type of business, and from my own experience we don’t practice it enough. Also within performance it’s critical that you review their job attendance, a committed employee shows up to work everyday without excuses. 👊

What are the benefits of these meetings?

• Reduces common problems like complaints, attendance issues, turnover, gossip etc.
• Allows you to mentor and coach some of those that want more than just a job. I found great employees, look for more than a job, they want a company worthy of their time and future.
• Builds company culture, very important to lower employee turnover, now even more important when the company culture is right, your cleaning employees will bring you new A-type workers. Saves you money and time in recruiting. This is a great sign that you have a thriving company culture.🤗

What should you do during the meeting?

Document, document and document….why? Because you want to make sure you remember next meeting what was told and what they committed to. Also, in my case I don’t do this meetings anymore, my local manager does but I review the notes within their employee profile, so I know at all times what’s going on.

How to handle the good, the bad and the ugly?

When things are going poorly, it’s time for a difficult conversation or as my friend says a “come to Jesus meeting”. But when things are going well, use the time to encourage and appreciate the employee’s accomplishments and good behavior. Don’t hold back make sure you’re managing you employees wells so the issues get fixed.

How long they should meetings last?

I recommend 15 minutes with a clear agenda. If you don’t have an agenda you will run overtime and you will not be doing this for too long.

“Great things in business are never done by one person. They’re done by a team of people.” – Steve Jobs

Questions on managing cleaning employees?

Email us at support@pipehirehrm.com or visit us at Pipehire to learn how to manage better all you cleaning employees.

Effective Management Styles for Cleaning Techs

Proactively:

Is the approach to management where the leader runs the company “proactively.” Meaning, rather they are active in terms of seeking out new opportunities for the company and dealing with any threats of problems before they even emerge.

Reactively:

Is the approach when you don’t plan ahead to handle problems or opportunities

Case by case:

Case management is a process that strives to achieve a specific objective by handling cases from beginning to end.

3 Metrics you must track everyday to stop customer attrition.

Churn:  Is the rate at which customers stop doing business with an entity.
It is most commonly expressed as the percentage of service subscribers who discontinue their subscriptions within a given time period.

Managing bad reviews and how to reduce them with proactive communication.

Actions needed to stop bad reviews

Send a SMS after each new client is service. A call is ok, but is not as effective.

Within jobber activate to collect feedback after the job is closed. 

If there’s an issue schedule a redo immediately or manager visit  before it gets out of your hands.

When should we be bothered? Let’s look at a system to avoid getting bothered as a business owner every day with complaints. 

Levels of Complaints

Level 1: Simple/quick REDO is always the first option. Or, small refund under $25 to cover time to redo cleaning tasks.

Level 2: Client wants someone to come back, then Customer Service Agent will offer the client a redo at no cost. If the client rejects the REDO and demands a refund of more than $50 we will schedule the field manager to come and check the job before granting the refund.

Level 3: Client is very mad, they request more than 50% of the money back, is threatening to leave bad reviews wishes to speak to an Owner.

Manage company data so nothing falls through the cracks.

Four places to keep company data:

• Your Head.
• Your Google Drive.
• Local Computer.
• On the cloud with Pipehire: reminders, alerts, expired docs.

Quick Story:

Due to an expired insurance, the employee couldn’t work for 2 months for a lack of car. This caused us to move her jobs and lose clients. 

That’s why within Pipehire the system will remind you of expired insurance, driver’s licenses and any docs.

Learn how to Run more effectively 1-1 meetings in less time.

Focus on:

1. Seeing how’s their daily Attendance.
2. Talking about the last Complaints received and how they will improve next time
3. Compliments, yes also review all positive feedback they’ve received.
4. Listen to them, but don’t become their psychiatrist. 😱
5. Cheer them up.

Typical signs of an employee that’s going to quit without notice.

Learn to recognize this signs:

1. Stop attending trainings/meetings.
2. Complaints increase.
3. Attendance drops.
4. Asks for longer vacations.
5. Stops respecting you.

Take Action!

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Q&A
Need help with your cleaning business employees? Email us with your questions at: support@pipehirehrm.com

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