Categories
Management

😱 We flooded a house! Learn from my $5000 dollar lesson and how to avoid it.

At the beginning of this glorious 2020 (😅), one of my employees hit that little toilet valve that feeds the tank while vacuuming the bathroom, and you know what’s coming right? It started to leak a little bit of water, she tried to stop the small leak with a microfiber towel, while she ran around the property trying to the find the main water valve to the house while speaking to my operations manager on the phone. She searched all over the house in the front and backyard, but when we found it was closed with a lock. We called the city and by the time they’ve arrived and shut it off, the house was flooded damaging all the drywall, flooring and baseboards costing the client a flooded house, tons of aggravation. We almost lost our reputation. We end up paying $5,000 out of pocket plus and a very long and exhausting process with my insurance making sure my client got paid.

This is the valve I refer to, even thought we had a hose, not being able to close the main valve was the cause of the flooding. If you have your employees training, you will avoid this.

Why I’m telling you this story? So you don’t ever forget to follow up, close and mark as solved all your customer complaints even if you don’t hear from the client, you should do everything you can to reach the client and make sure whatever complaint it’s solved.

The problem we identified in our house cleaning business processes was that we didn’t have a way to track complaints properly with a clean resolution status (i.e pending, closed, solved) with the client, so if the client never replied to the email or called back we’d forget about it and call it a day. This is very typical behavior in our industry, but it shouldn’t be this way. We can do better!

How do you avoid this from happening to your cleaning technicians? Here’s 5 steps

  1. Train your employees to know who to handle this situations learning how to find and close the main valve.  Show them this video

2. We custom made this emergency kit at Home Depot to carry on their cars at all time. The kit should include:

House Leak Emergency Kit costs around $30 total

3. Bring a plumber to your office and have him go outside with your cleaning techs and teach them how to use it. The hose above in the picture is to be used to redirect water to a toilet or sink the rest is to open the valve and shut it off.

4. Track the complaints resolution process with the client and the employee separately. Why? Because with the employee you can do a warning in the office next day you see them, but if the client takes weeks to respond, you might have marked this as solved or no answer from client, but you shouldn’t. My insurance took months to solve this and by the time the client contact me he was about to post the worst evert negative review a cleaning business could get. It was so bad, I had to put a lawyer to stop it from going live. Below you see an image of HR and management software for cleaning businesses and how we track both the employee and client in different columns.

5. And lastly set a reminder of this particular time sensitive complaints, in case the client doesn’t get back to you. Remember you need to get back to the client!

Above image of Pipehire Complaints module that tracks complaints by client and employee
Above image is new Management Dashboard within Pipehire that will remind you to follow up on this special complaints.
List of Complaints options

Take Action!

Learn how to Track our cleaning techs Complaints within Pipehire. Have extra questions or need help from our Customer Success Manager? Contact us in the chat we’d love to help you.

Categories
Hiring

🙌 3 Benefits of an ATS (applicant tracking system) in Residential Cleaning Businesses

1. Accelerates Time-to-Hire up to 83%

Time-to-Hire: All hours needed to recruit, onboard, resume scanning, interviewing, and coordination of appointments.- Are you as an owner, wasting time calling, verifying past jobs?

2. Reduced Cost-to-Hire

Cost-to-hire: The total amount of money needed to recruit a new employee.With many tasks being automated, less human hours need to fill a position, your hiring process is more productive and cost-efficient.– Faster onboarding = Faster client growth

3. Increased Quality-of-Hire

Quality of Hire: The total VALUE a new employee brings to a company with their performance.- Lower Turnover – Higher retention of satisfied customers- Better Company reviews/brand recognition- Quality of life for the owner (my favorite!)\

Is there’s an ATS for Cleaning services? Yes, we’ve created Pipehire for this it will help you in:

Finding:

Hiring:

  • Hiring analytics (conversions, visitors/abandoned metrics)
  • Candidate scorecard
  • Face to face interview score
  • Run background checks

Onboarding:

  • Onboarding/tracking
  • Storing documents in one main digital cloud drive

Managing:

Need help setting up you ATS for your cleaning business? Contact us and get our Customer Success Manager help you migrate for free.

Categories
Culture

🥳 House cleaning employees birthdays and anniversaries who remembers them? Yes, we do!

It’s very important to build a great company culture and a good reputation with your employees, so you can attract more A type employees. Five benefits of remembering their birthday:

  1. Build good rapport
  2. Shows you’re a professional company
  3. Build relationships that last (means lower turnover)
  4. Better performance at work
  5. Creates more referrals

Pipehire reminds you of this! How? You will get an email and notifications inside your dashboard. Don’t let anything fall through the cracks.

Everyone in your company will get an email.

Get notifications on your Pipehire dashboard of Birthdays, Benefits and Anniversaries.

What else should you remember as a Cleaning business manager / owner?

  • Work anniversaries
  • Activation work benefits

Learn more how to setup this on your Pipehire account: https://pipehire.user.com/knowledge-base/tracking-employee-birthdays-and-job-anniversaries/

Need help implementing this? Go to Pipehirehrm.com and contact us on the live chat, email us at support@pipehirehrm.com

Written by Juan Chaparro
Pipehire CEO

Categories
Business Management

🤥 How to protect your cleaning employees from stealing clients and your customers from stealing your employees?

When you have great employees which you have worked very hard to find, recruit and train, there’s always some fear that a client will poach them and “steal” them from your payroll. Also on the backflip, this great employee could also be stealing clients from you and start their own cleaning business without you knowing it. And last but not least your own employees can also steal your other loyal employees so they can start their own cleaning company. What a mess? How can you protect your self and your business?

You should protect your cleaning businesses with a document called “Unfair Solicitation Agreement” this document protects you from clients stealing employees and there’s also one that needs to be signed by the employees, both are below:


Unfair Solicitation Agreement for Cleaning Services Template (clients)

We value our Cleaning Techs and pour an enormous amount of time, energy and, expense into our screening, hiring, and training process.  We are proud of the fact that “ABC CLEANING SERVICE, INC” has some the lowest turnover rate in our city. This agreement helps safeguard our success at providing only the best staff to our deserving customers.  Sadly, some people want quality without paying for it and attempt to undercut our efforts by trying to “poach” our Cleaning Techs.  It is for this reason that our customers and Cleaning Techs sign our “unfair solicitation agreement”.  If breached, a fee of $________ (for damages) will be assessed.  This helps to minimize the risk of unfair solicitation which undermines the good experience all our clients have come to expect.  Please help us maintain our success by not soliciting our Cleaning Techs for hire directly.

I understand that I will be charged a $__________ finder’s fee if I hire a Cleaning Tech from “ABC CLEANING SERVICE, INC” on an individual basis for private work.

I understand that “ABC CLEANING SERVICE, INC” Cleaning Techs are not allowed to engage in a work-relationship directly with me for one full year after termination.  

Customer Name _______________________ Date _______________

Signature _____________________________


Disclaimer: The information provided on this website does not, and is not intended to, constitute legal advice; instead, all information, content, and materials available on this site are for general informational purposes only.  


Unfair Solicitation Agreement for Cleaning Service Template (employee)

 I ___________________________ understand and agree that if I breach this non-compete contract and clean houses or work for any “ABC CLEANING SERVICE, INC” clients on my own for direct payment cleaning houses during my employment or up to one year after my termination or up to one year of the client’s termination of our service, I will pay a referral fee of  $2,500 per client to “ABC CLEANING SERVICE, INC”

I ________________________________ understand and agree that If I recruit/poach employees from “ABC CLEANING SERVICE, INC” to come and work for me, I will pay a referral fee of $1,500 per employee to “ABC CLEANING SERVICE, INC”.

Employee Name _______________________ Date _______________

Signature _____________________________


Disclaimer: The information provided on this website does not, and is not intended to, constitute legal advice; instead, all information, content, and materials available on this site are for general informational purposes only. 

What should be reasonable amount for the finders fee?

We recommend between $1,500 to $3,000 depending on your hiring costs.

How to implement this in your cleaning business?

Every time you onboard a recurring client and an employee have them sign it at the beginning of the process. You can use a e-signature system like HelloSign to send it their way. (Pipehire is working on a digital e-signature system for cleaning services)

Don’t forget to add this document reminder to the employee onboarding (see image below)

Want to organize your onboarding process better?

Get a free consult with our Customer Success Manager. Contact us in the chat at Pipehirehrm.com

Written by Juan Chaparro
Pipehire CEO
Categories
Management

We hired them! Now it’s the time to Manage them. 🤞

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!

Learn how to Hire and Manage better cleaning employees.

Join our Facebook group and learn Cleaning Business Hiring and Management

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


Follow us:
@Pipehirehrm

Categories
Hiring

☝️ Uncovering Common Problems in your Hiring Process and How to Fix Them.

Your customers want everything yesterday and your candidates are no different, they want to work for ambitious fast-moving companies, and will put OFF by a dragging recruitment process.

Hiring process in the past:

• Papper application.
• No process – all in your head.
• Slow to reply.
• Weeks to make a decision.
Owner as a Bottleneck.
• Candidates were not picky.
• Management using a whiteboard, paper or spreadsheet.

via GIPHY

Now in 2020.

• Online application.
• Process and systems in one place.
• Same day reply – confirmation of receipt.
• Days to make a decision.
• No bottleneck.
• Digital Onboarding (e-signing).
• Candidates (talent) are treated as a customers.
• Management of HR with metrics, performance and notifications.

Warning signs when you need to Reengineer your Hiring Process.

via GIPHY

• You manually enter candidates into an spreadsheet.
• You still have to manually screen resumes/applications.
• You can’t let other people in your office hire new employees.
• You’re taking too long to reply with decision.
• You haven’t been able to grow.
• Waste time in processes and workflows.

Let’s introduce new terms: ATS + HRM

ATS: Which stands for Applicant Tracking System is designed to Automate, Streamline, and Improve the hiring process.

HRM: Approach to the effective management of people in a company such that they help their business gain a competitive advantage. It is designed to maximize employee performance in service of an employer’s strategic objectives.

How’s different from a CRM?A CRM is focused on clients, leads, opportunities…and managing the relationship with the client. Important to have too! So a CRM won’t do the job if ATS or HRM system.

ATS and HR Software Benefits

Accelerates Time-to-Hire up to 83%
Time-to-Hire: All hours needed to recruit, onboard, resume scanning, interviewing, and coordination of appointments.

• Are you as an owner, wasting time calling, verifying past jobs?
• Are you paying an office assistant to do this screening and calls?
• Let the ATS do it for you. Use that resource in a better way, like building a company culture, increasing retention of employees and clients.

How we spend our day is, of course, how we spend our lives” – Annie Dillard

Reduced Cost-to-Hire
Cost-to-hire: The total amount of money needed to recruit a new employee.

• With many tasks being automated, less human hours need to fill a position, your hiring process is more productive and cost-efficient.
• Faster onboarding = Faster client growth.
• Owners time.
• Managers/Office assistant salary.
• Advertising costs.
• Training/tools/supplies.

With many tasks being automated, less human hours to fill a position, your hiring process is more productive and cost-efficient.

Faster onboarding = Faster client growth.

via GIPHY

Increased Quality-of-Hire
Quality of Hire: The total VALUE a new employee brings to a company with their performance.

• Lower Turnover
• Higher retention of satisfied customers
• Better Company reviews/brand recognition
• Quality of life for the owner (my favorite!)

Learn how to Hire and Manage better cleaning employees.
Join our Facebook group and learn Cleaning Business Hiring and Management

Q&A
Email us with your questions at: support@pipehirehrm.com
Follow us:
@Pipehirehrm
www.pipehirehrm.com
www.facebook.com/groups/pipehirehrm

Categories
Blog

Candidate Lead Scoring 101

1. Understanding the importance of lead scoring in your hiring process.

Definition
Candidate lead scoring is the process of assigning values, often in the form of numerical “points,” to each lead you generate for the business. You can score your leads based on multiple attributes, including the background, cleaning questionnaire, past jobs, anything submitted on their application.

Purpose
Is to save you time and give you:
– Increase the quality of hire
– Reduce the cost of hire
– Increase speed to hire.

Candidate Score Card.

Application Score: The score obtained in their Job application (0-20 points).
Face to face score: The score obtained in their personal interview (0-30).

Pipehire has a built-in Interview tab where the applicants can be scored. Face to Face score using this questionnaire plays a vital role in the process of hiring new cleaning employees.

2. How to identify bad candidates before you hire them.

On The Funnel:
They’re looking for the best job opportunity.
A good candidate scores 7-8 points.
A bad candidate below 5 points.

On Personal Interview:
Missing questions on the application.
Arrive late to interview or reschedule.
They don’t ask questions.
They looking for any job.
Can’t verify past job history.

Great Candidates look like this.

They’re looking for the best job opportunity.
They call and apply within the same day, call/text them back asap.
They fill all the questions to the application.
Prior jobs experience is fully completed.
You can call those past managers.
They show up on time to the interviews on time.
They have a strong word and are committed.
Their NO is NO, and their YES is a YES.
They show integrity.
Ask questions about the company and what’s in it for them.
They ask about what is the company vision for the future.
Score 8-10 points.

3. How to formulate questions in your application that will lead to better candidates.

Closed-ended questions: Give you better scoring capabilities.

What’s your cleaning experience?:
No experience/less than 1 yr (1 point),
2-3 yrs (2 points)
5+yrs (3 points)
Are you available to work M-F 8am-5pm?:
Yes (1 point)
No (0 points)
Are you afraid of working with pets?:
Yes (0 points)
No (1 point)
Do you have a reliable vehicle for work?:
Yes (1 point)
No (0 points)

Learn how to Hire and Manager better cleaning employees.

Join our Facebook group and learn Cleaning Business Hiring and Management

Categories
Business

😎 The 10 metrics you Need to track & measure to hit $1M Revenue on your house Cleaning Business

THE 10 METRICS

1. Revenue and net profit.

All Sales – all expenses = Net profit (18-20%).

2. Number of subscribed clients.

Number of clients on either, weekly, biweekly or monthly (300 clients/15-18 FT employees get you to $1M.

3. Churn Rate.

Number of churned (canceled) clients / total number of subscribed customer (5% or less).

4. Booked Appointments/Booking Ratio.

Total number of booked appointments / Total of bookings requests.

5. Customer to Subscriber Ratio.

Total subscribed clients / Total of all serviced clients (keep this growing) 8-10%.

6. Leads Conversion Ratio.

25% of phone / 20% online.

7. Revenue by Zip code.

Figure out your top 5 zip codes and grow your ad dollars only there.

8. Number of employees/sales per employee.

$55K-$65K/year for a FT employee.

9. Employee Complaints/Compliments.

Count totals and assign a score to each event and employee.

10. Average Sale Size / Revenue by S/F.

Categories
Webinars

Webinar #5 The 10 metrics you need to track and measure to hit $1M

Categories
How-To

Company Phone