After a few years in this business, it becomes apparent that the cleaners and their training are what makes you or breaks you. Not just their technical training, but also training in their customer service skills and their attitude toward customer service.
A great cleaner without the right customer service attitude is not as good as a average cleaner with good customer service attitude. Getting to know the client, commenting on their home, taking a minute to play with kids or pets - those are the things that make your cleaner, and by extension your company, a part of the family. The value of that relationship is much more then the value of a good cleaning alone.
So how does one get to hire such great cleaners?
The first step is the vision. Your vision needs to be bigger then just vacuuming carpets and cleaning bathrooms. The vision of a real company is to make life better for clients and its employees. This vision is reflected in a more fair profit distribution thru higher wages, bonuses, and rewards. This is step one in attracting the type of employee who will not limit their experience of your company to themselves, but will extend their experience and satisfaction to our client as well.
The second step are company's core values. Interview and pre-screen candidates in line with company core values and don't hire them unless their values are in line with the company. This is a very effective pre-screening system that eliminates people who are a better fit elsewhere. It does not make it easier to hire, but it makes for better hires!!!
The last step is simple, yet effective - hire for attitude and work ethic and train for skill. Like mentioned earlier, the right attitude and work ethic and 90% of our business. The skill comes pretty quick thru a good training program, management support, and quality control mechanisms.
Thank you for your time to read this post and comment on it.