Right Start Manual

Owners schedule



Marketing Strategy 

Review of training host’s marketing strategy and plan  Tracking customer leads  Observe host converting inquiries to estimates  Using Lead Source Analysis reports in CCS to analyze marketing effectiveness

Personnel Issues 

Employee recruitment strategy

 Handling employment inquiries over the phone  Interviewing and selecting employees  HSP initial training and on-going development  Team Leader training  Adding office staff (timing, who, responsibilities)  Office staff training

Safety

Motivation/incentives/recognition

 

Discipline and termination

Customer Relations 

Handling initial inquiries

 Scheduling and performing estimates  Initial pricing  Estimate follow-up (for those not initially closed)  Handling customer concerns/follow through with team  Raising prices

Customer Retention 

Quality checks

 Follow-up phone calls inquiring about service experience  Customer survey cards

Customer Care Software

1. Entering new customers 2. Scheduling (moving customer appointments) 3. Preparing route schedules 4. Canceling customers 5. Reviewing Customer Sales Lead Reports

Using Lead Management System (LMS)

Maximizing your OTC Experience Your New Business Manager will assist you in coordinating your OTC experience. They will put you in touch with your hosting franchise partner who will assist you with recommendations on local lodging information. This phase of Initial Training occurs immediately following your week at the home office.

MOLLY MAID Right Start Manual Copyright  2015, Molly Maid, Inc.

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