Effective Management Styles for Cleaning Techs
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.
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.
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.
- Seeing how’s their daily Attendance.
- Talking about the last Complaints received and how they will improve next time
- Compliments, yes also review all positive feedback they’ve received.
- Listen to them, but don’t become their psychiatrist. 😱
- Cheer them up.
Typical signs of an employee that’s going to quit without notice.
Learn to recognize this signs:
- Stop attending trainings/meetings.
- Complaints increase.
- Attendance drops.
- Asks for longer vacations.
- Stops respecting you.
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