General Operations Manual
MOLLY MAID, INC.
January 1, 2015
Table of Contents 1.Introduction
3 2. Office Setup ................................................................................................................................................ 6 2.1 Location .................................................................................................................................................................... 6 2.2 Layout .................................................................................................................................................................... 7 2.3 Office Decor .................................................................................................................................................................... 7 2.4 Filing System .................................................................................................................................................................... 7 3. Record Retention Requirements 9 4. Equipment and Supplies 10 4.1 Computer/Software ....................................................................................................................................................................................... 12 4.2 Telephone ........................................................................................................................................................................................................13 4.3 Uniforms ...........................................................................................................................................................................................................13 4.4 Cleaning Supplies..........................................................................................................................................................................................13 4.5 Cleaning Equipment ....................................................................................................................................................................................13 4.6 Miscellaneous Items ....................................................................................................................................................................................14 5. Office Procedures 14 5.1 Introduction .................................................................................................................................................................. 16 5.2Customer Telephone Inquiries ..................................................................................................................................................................16 5.3 Internet Request for Service ......................................................................................................................................................................16 5.4 Booking, Performing and Recording the Estimate...........................................................................................................................17 5.5 Converting Occasional Customers ..........................................................................................................................................................18 5.6 Post Recurring Service Cleaning ..............................................................................................................................................................18 5.7 Gifts .......................................................................................................................................................................................................................18 5.8 New Customer Follow-Up ...........................................................................................................................................................................19 5.9 Managing Customer Complaints ..............................................................................................................................................................19 5.10 Surveys .............................................................................................................................................................................................................20 5.11 Employee Inquiries .....................................................................................................................................................................................21 5.12 Weekly Closing & Report Review .........................................................................................................................................................21 5.13 Monthly Close, QuickBooks & Accounting ........................................................................................................................................23 5.14 Monthly Employee Recognition ............................................................................................................................................................23 6. Forms and Reports 23 6.1 Form Descriptions and Instructions ......................................................................................................................................................25 6.1.1 Tracking Sales Phone Conversion & Estimate Close ...................................................................................................................25 6.1.2 Service Estimate Sheet..............................................................................................................................................................................26 6.1.3 Estimate Pricing Worksheet...................................................................................................................................................................26 6.1.4 Rough Pricing Worksheet........................................................................................................................................................................26 6.1.5 Route Schedule.............................................................................................................................................................................................27 6.1.6 In-Home Estimate Leave Behinds........................................................................................................................................................27 6.1.7 Monthly Operating or Profit and Loss Statement .........................................................................................................................28 6.1.8 Payroll Calculator........................................................................................................................................................................................28 6.1.9 Employee Application Form...................................................................................................................................................................28 6.1.10 Employee Handbook...............................................................................................................................................................................28 6.1.11 Employment Agreements .....................................................................................................................................................................29 6.1.12 Bonding Applications .............................................................................................................................................................................29 6.1.13 I-9 Forms ......................................................................................................................................................................................................29
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MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc. ........................................................................................................................................ 49 12.9.4. Issuing W-2 Forms ................................................................................................................................................ 49 12.9.4.1. For Employees .................................................................................................................................................... 49 12.9.4.2. For the Federal Government ............................................................................................................................. 49 12.9.4.3. For the State Government ................................................................................................................................. 50 Page 2 Proprietary and Confidential Information ............................................................................................................................................................. 43 11.2 Key Storage ............................................................................................................................................................... 43 11.3 Key Coding System ................................................................................................................................................... 43 11.4 Key Master List ......................................................................................................................................................... 43 12. Payroll Adminstration ................................................................................................................................... 42 12.1 Collecting and Withholding Tax Status Information .............................................................................................. 46 12.2 Collecting and Withholding Tax Status Information .............................................................................................. 46 12.2.1 Federal Income Tax Withholding ......................................................................................................................... 46 12.2.2 Social Security and Medicare Tax Withholding ................................................................................................... 46 12.2.3 State Income Tax Withholding .............................................................................................................................. 47 12.2.4. Local Income Tax Withholding ............................................................................................................................ 47 12.3 Issuing Paychecks ..................................................................................................................................................... 47 12.4 Compute Employer Taxes ........................................................................................................................................ 47 12.5 Deposit Taxes Payable .............................................................................................................................................. 47 12.5.1. Federal Taxes Payable .......................................................................................................................................... 47 12.5.1. State and Local Taxes Payable ............................................................................................................................. 48 12.6 File Federal, State, and Local Reports ..................................................................................................................... 48 12.7 Deposit Federal Unemployment Taxes ................................................................................................................... 48 12.8 Deposit Federal Unemployment Taxes ................................................................................................................... 48 12.9.1. FUTA Tax Return (Form 940) .............................................................................................................................. 49 12.9.2. Federal Income Tax (Employer) .......................................................................................................................... 49 12.9.3. State and Local Returns 7. Estimating 30 8. Scheduling ................................................................................................................................................33 8.1 Team Size ..................................................................................................................................................................... 33 8.1.1. Two-Person Teams Work Best ............................................................................................................................... 33 8.1.2. Three-Person Teams While Building and Training .............................................................................................. 33 8.2 Which Day of the Week? ............................................................................................................................................. 34 8.4 Which Team ................................................................................................................................................................. 34 8.5 Route Utilization and Route Revenue ........................................................................................................................ 34 8.6 When to Start the Next Team ..................................................................................................................................... 35 9. Cars .............................................................................................................................................................33 99 .. 12 MA pa pr kr oe vt iendg /S Sp ee rcvi fi iccea tVi eo hn isc . l. e. . . s. . .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 33 77 99 .. 34 LMeoans ii tnogr iVnegr sAuust oBmu yoi bni gl e. . . U. . . .s. .a. . g. . .e. . .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 33 77 99 .. 56 AA uu tt oo mm oo bbii ll ee MD eaci na ltse.n. . .a. .n. . .c. .e. . . .P. . .r. .o. .g. . .r. .a. .m. . ..s. . .. .. .. .. .. .......... .. .. .. .. .......... .. .. .. .. .......... .... .. .............................................................. .. .... .. .. .. .. .......... .. .. .. .. .......... .. .. .. .. .......... .... .. .... .. .. .. .. .......... .. .. .. .. .......... .. .. .. .. .......... .... .. .... .. .. .. .. .......... .. .. .. .. .......... .. .. .. .. 33 89 9.6.1 Identification.................................................................................................................................................................................................39 10.Uniforms ................................................................................................................................... 40 10.1 Approved Uniforms .................................................................................................................................................. 41 10.1.1 Office Staff Uniform ............................................................................................................................................... 41 10.2 Purchase of Uniforms ............................................................................................................................................... 41 10.3 Personal Appearance ................................................................................................................................................ 41 11.Keys ................................................................................................................................... 42 11.1 Key Handling
1.
Introduction
These are the standards which you will run your MOLLY MAID business. Service Approach to Business Operations MOLLY MAID is a service based business in which we provide professional residential hf oorubs oe tchl ef oa nr itnhge. cOuusrt ol omnegr- taenr dm t shuecec me sps l iosytehee. Tr ehsi us lmt oafnpuraol vdiedsi nc rgi ba essa tt hi sef aocf tf oi crey aenxdp e r i e n c e administrative procedures and systems that are the foundation of your office.
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2. Office Setup
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2.1 Location LT ohceaot ef f iycoeul ro coaf ftiicoen ws hi tohui nl dytooubr et eerarsi yt otroy aacncde snse, ac lroesset tt oo ypouubrl i pc rt irma na sr py obrat sa et i oo nf e(mi f pa lpopylei ceasb. l e ) , sWa fhee fno sr tyaor tui rn ge mo uptl oyyoeue ds ot oncoot mn ee eadn ad lgaor gaen od f sf iecceusrpe afcoer; y7o5u0r tMo O1 ,L0L0Y0 Ms qAuI aDr ev ef he ei ct l we si. l l s u f f i c e a$ n1 d0 , 0a c0c0o. mO nmeoodfatthe eubpi gt og ef isvt ec ht eaal lme ns .gTe hs iisn ws eocuul dr i nr og uogf hf ilcye tsrpa ancsel amt eatyo baev ef irnadgien gwae de ek ql yusaat el e s o f pAanrokfi fni cgef owr i et hmfpi vl oe yteeea mv eshai cnlde st hdeu or ifnf igc et hset adf af ywai lnl dn et he de Ma nOyLwLhYe Mr eAf IrDo mv e1h2i c- 1l e4s pi na rt khienegv e n i n g . sTphaecoefsf.ice should be on street level for convenience in loading and unloading equipment ai nnsdt aslul ipnpg l iae cs l. oTt hh ee rsews ahsohuel dr abnede da sr yy etro. aRcecset sr so ot omwf aact ei lri t fi oe rs ms hiox ui nl dg ac ll es oa nbi en gl occhaet emdi c a l s a n d cPorniovretnoieinnvtleyswtinitghminotnheeybiunilsdiignnga.ge for your office, check with your local community for sl ei ga ns er er eqquui ri er emmeennt st safnodr rs epsetcriifci tciso innss. tAr ul scot ,i oi fnyso. uArcol ef fai rcley ids ilsopclaatyeedd i Mn aO Lc oLmY pMl eAxI ,Dr es if ge nr t o y o u r ianscardeavseertsisyeouyroubrusseinrevsicse’s. visibility to enable potential employees to easily find you, as well Banedfoarpepyroouvcaol.mmit to a sign, please consult with the marketing department for assistance 2.2 Layout Ba reecaasu ps er eodf if ci caet edde soing na sovnaer yr o, tohme souf fgi cgee .s tSehdobual ds i yc ol auyr oouf tf i icse siengcml uednet me duilnt itpol ef oruoro pmr si m, t ahrey ltayypoicuatlliys afoduanpdtawblieth. Tinhtehseesceticotniosna:re noted below along with additional basic items Customer Service Representative (CSR) Desk and chair Computer and 1-2 monitors Phone and headset 2 Dry erase white boards Owner Desk and chair Computer, printer and 1-2 monitors
Phone and headset Lockable file cabinet Key cabinet Shelving unit Cleaning Supplies and Equipment Mounted wall unit for cleaning chemicals
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Sink Shelving unit Washer and dryer Table and chairs CD player Small refrigerator
Employees
Coffee maker Shelving unit 2.3 Office décor Oliqffuicideaftuorrnsitourrreemsaalye bsheoppusrachnadsmedayfrionmcluadvea:riety of establishments such as office
Full length wall mirror Motivational Posters Pictures Plants
2.4 Filing System Ap el rotcaki na bi nl eg ftooutrh-ed rbauws ienrefsi sl i na sg wc aebl li naes t ei ms rpel qo uy ei ree pd et ros sotnonr ee l gf ei lne es .r Aa lna onrdg sa enni zsei tdi vf ei l iinngf osryms taetmi o n will help you keep track of the necessary documents to build a successful business.
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3 . RReecqouridr eRme et ennt st i o n
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3.1 Requirements Inteicseisms aproyr tt aonmt teoe thloelgdaol nr et oq uyior ue mr beunst isn. eRsest ar ei nc ionrgd us nonnel yc easss laornygr ae sc ot rhdesy wa ri lel us os eo fnu ul os er u p a l l ag vu ai di lealbi nl ee ss toonr layg. eB sepf oa rcee .dTehs et r roeytienngt iaonny pbeursi iondess ss hr oe wc onr dhse, rael wa raey isnst ee enkd el edg aa sl cgoeunne sr ea ll . Type of Document R ePteerni ot ido n Accident reports/claims (settled cases) Csthaetceklawwisth your Accounts payable ledgers and schedules 7 years Accounts receivable ledgers and schedules 8 years Audit reports Permanently Bank statements 3 years Cash books Permanently Chart of Accounts Permanently Ca sasnectes l epdu rcchheacskess (, ftoa rx ipma py mo ret annt st , peat cy.m) ( eFni l tes ,t hc oe nmt rwa ci tths , t h e papers pertaining to the underlying transaction.) Permanently Canceled checks (except those noted above) 7 years Contracts and leases (expired) 7 years Contracts and leases still in effect Permanently Correspondence, general 2 years
Correspondence, legal and important matters Permanently Correspondence, routine with customers 2 years Employee personnel records (after termination) 7 years Financial statements (year-end) Permanently General ledgers, year-end trial balances Permanently Insurance policies (expired) 3 years Ientcs.urance records, accident reports, claims, policies, Permanently Internal audit reports (miscellaneous) 3 years Inventory records 7 years Invoices to customers 7 years Payroll records, summaries, and tax returns 7 years Petty cash vouchers 3 years
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Pb ar ol apnecret sy, rdeecporredcsi ,aitni oc nl usdci hn eg dcuolsetss , y e a r - e n d t r i a l Permanently Purchase orders 3 years Receiving sheets 1 year Safety records 6 years Sales records 7 years Td oa xc urme teunr tnss r, er el avtei nn gu et oa dg ee nt et rs m’ r ienpaot ri ot sn, oa nf idn oc ot hme er t a x liability Permanently Time cards and daily reports 7 years Vouchers for payments to vendors, employees, etc. 7 years
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4. Equipment and Supplies
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MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc. TT hh ee rMe Oa rLeL sYe Mv eAr IaDl sporfot wp rai reet apraycckoamg epsuut es er ds oi nf t wMaOrLe LpYr oMgAr aI Dm b, tuhsei n e s s : Customer Care System (TChCeS), is required to manage your business. QuickBooks Accounting is supported by MOLLY MAID. A customized MOLLY MAID cThhaert of accounts is provided by Clint Summers. Lead Management System (LMS) is also provided for you to efficiently manage sales leads. MapPoint is a Microsoft software program that provides you with a geographical visualization and analysis of your territory and customers. Proprietary and Confidential Information 4.1 Computer/Software McoOnLtaLcYt MthAeIIDT’sdceopmarptmuteenrtsfpoercasscshisatnagnecea.s technology advances so it is recommended to Fboelrotwho: se businesses looking for guidance to upgrade their current computer systems, see Memory (RAM) Pp eurrfcohrams ea nacsempui eccheaysoyuo cuacna andgde tt oi nt ht he emma cahc hi ni ne ,e4. R- 8AGMBi sm(idnoi ml l aurmf o r d o l l a r ) t h e b i g g e s t Processor (CPU) Ywoituhdaonni’ct ehaInvteetloCogoreciu5t,toinrgdeedcgeentoAr MtoDp porf othceeslsinore for CCS. Save a couple dollars and go Hard Drive Ittooissimmaplol,stshibelyed(oanndotI mreaaklleytmheemanainmypmoosrseib. le) to buy a machine with a hard drive that is Monitor/Screen Resolution Bo re hc iagrheef ur .l .TThheehri eg choemr tmh ee nrde es od l ruet isoonl utthi oe nmf oo rr et ht he i Cn ug ss tyoomuecraCnafri et oSny st theems c( rCeCeSn) (i si t 1a4l s4o0 mx 9a0k0e s tbhi ti .nAg ss loof oskp rs imn ga l2l e0r1) .4Dauna el wm obnuistionress as rwe irl el cr eo cme mi v ee nt hd ee df oal sl otwh ii sn gi nacsr epaasret sopf rt oh de uRcitgi vh itt Sy tqa ur ti t e a initial package: D8 eGl Bl ORpAt Mi P ,l e5x0 70 0G1B0 hUyl bt rrai d- S dmr ai vl le F, 2o .r9mG FHazc t o r CMoSreOfi5ficperHocoemsseo&r, B8xusDinVeDssR+/WAc, r5o-byeaatr NBD on-site warranty Windows 8 Pro SDoeulln2d3b”amrofonritmorosn(ittworo are highly recommended) TBraettnedr-yMBiacrcokuTpitanium Anti-Virus (3 licenses) QMuaipcPk oBionot k s Page 12
TPohwe MerSPoOifnfitc.e Home & Business office application includes Outlook, Word, Excel, and 4.2 Telephone Tfohreeoafcfhiceemwpilllonyeeeedanaspwheorniengsythsteepmhtohnaet. can support 3-4 lines. You will also need a headset 4.3 Uniforms Sa lt wo caky sa wv aerai re ttyh eo ff us il zl eusn oi ffohr mo mt oe sperrovj ei ccet pt hr eo fceosms i po na na ly u’ snpi froorfme sss. i Iotni as l i mi mpaogret.aTnht itshiamt aHgSePiss wc l oh taht i dn igs triancgku wi s oh reks sMwOeLl lL. YR eMf eArI Dt o f ar ol ma t ei trsdci os cmups se itoi tno rosf . uFnoirf ournmi fso irnmt hs ti so rma ga en ,uaa fl i fvoer- fmo oo tr e detailed information. 4.4 Cleaning Supplies At i l we ae nl l -ds tgor cokuet dc lseuapnpelry, wo fi nc ldeoawn i nc lge as un pe rp, l gi eesniesr va el rpyu irmp opsoer tcal enat .nTe hr ,i sa ns ud pappl yo ws hdoeurleddi nc lcel aundsee r ws eiltehc tai odni s oi nf fcel cetaanni tn sguscuhpapsl i Ae sj a. xA lol rc oC no tma ient .e Nr se awn df r as np cr ah yi s be oe st t al erse si nh oi tui al dl l yb se ucpl epal irel yd lwa bi tehl ead au ns eddt. hTehleaswe rs ehqe ue it rseesxtphl aa ti ny ot huehnaavteu ar eMoaf ttehrei acl hSeamf eitcya lDaant ad Swhheaett s( hMoSuDl dS )bfeo dr oe na ce hi nc ht he emci ca as le oC fh ae nc ka wc ciitdhe tnht e. Thhoemy ec ao nf f ibc ee of obrt ar ienceodmf mr oemn dyeodu rc hs eu mp pi cl iael rs, uopr polni el irns e. Vaat rMi oSuDs SmS ei xairncgh .acno dm dwi as tpeernlsi ni negf os yr sat ue mt o smaartei cadv ial iul at ibolne , odf ecpoennc de innt gr aot ne dt hceh es umpi pc al iles r. .ASl owma ye sr pe qr ouvi ri de ea ct hc ee sssatf oe tay es hqeulivpems ewnitl lt bh ea tnies erdeeqdu itroe sdubpypOo rStHtAh e, i wn cel iugdhitnogf pt rhoetseec tsiuvpepelyi eesw. e a r a n d g l o v e s . S t u r d y Ac oms t es t. hTohdi si swni lel ehdeel pd yt oo ut rka nc ko wt h we hu es en ot of trheeosred cehr ecmh ei cma il cs atlos ha enldp wc ohnetnr ot hl ec lye aa rnei nbge si nugp po lvye r o r under-used. It will also reduce waste and limit taking needless inventory. 4.5 Cleaning Equipment Cn yl el ao nn i)n, gmei cqruoi fpi bmeer nctl oc tohnss, i ,s tt os iol ef tabdouws lt ebrr uo snhaens , esxi tnegnl ed ibbul ec kpeot lse, , dsoc ur ubbl epsai dd es d( nbounc-ksec trsa, tmc ho p s awnadn te xt ht reamm) , oapi rhfer ae ds hs ,egnreoru, tp bl arsut si ch es ps , r laayt ebxo gt tl loevseas nadn pd i ss at of el tgyr igpl as ,s bs east h( f mo ra tt hs ,oasne dHvSaPcsu wu mh o celqeuainpemr se na nt . dC ahcecceksws oi rt hi etsh. eT hheorme ea roef fai cne afbour nr edcaonmc emoef nsduepdp lbi er ar sn dt hsa. t p r o v i d e c l e a n i n g Sb irnecaek vdaocwu un m. E cs lt ea abnl ies rhs aa froe rums ae ld psroo eg xr at emn st iov pe leyr, f ao lrwma yb so tkhe eppr eevxet nr at isv teo arnedp lcaocrer et hc toi svee t h a t mmaaijonrterneapnacires..Learn to do basic repairs yourself and use a local vacuum repair center for
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4.6 Miscellaneous Items Semmpalllosycereese.n television and/or portable DVD player—to show training videos to A wall mounted key box with a lock so to keep vehicle and customer keys secure. An engraving tool to mark customer keys with an identification number. First Aid Kits are to be kept in each car. A larger first aid kit is needed for the office.
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5. Office Procedures
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5.1 Introduction Oo pf fei cr ea tpe rso. Tc ehdeus reeps rwo ci lel dhuarvees ai nsci gl undi fei csaanl et si mp rpoaccet dounr et hs ,e ceufsf itcoime necrycwo mi t hp lwa ihnitc ahnydo ruer t be nu tsiionne s s procedures and report review procedures. 5.2 Customer Telephone Inquiries Tlahsitsinwgiollngee.nHeerraellyarbeesyoomuer bfiarssitccpornotacectssweisthtoafoplolotewn:tial customer. The first impression is a Afeefrliienngdalbyo, purtothfeesssieornvaicl,eaannddeMntOhLuLsYiaMstAicIDvoice will help the caller to develop a good All sales related calls are entered into LMS via the LMS script Atoltoefrfnearteivsteimchaotiecoerlacnlegaunaigneg(triemfeerorepdtiotonsas Plinko in MOLLY MAID) should be used o FT ohru resxdaamyp, wl e h: iMc hs .dJoo ny eosu wp er ehf ea rv?e eMsot irmn iant ge oa vr aaifltaebrinl iot yo ni n? y9oau. mr a. roer a1T1ua e. ms d. , a y o r which do you prefer? o Tb uh si si nl ae ns sg. u Iatgael saol l oc awns bf oe russiemd pal se aa nt edc qh un ii cqku es cthoefdour l ai ns gk itnhga ft owr ot hr ke ss faol er tohr e estimate Fcroullcoiawlifnogr tshueccineistsi,atlhceayllipnrcolucdede:ures allows your business to perform key functions that are Back marketing and follow up to unclosed leads Proper territory check with integrated territory check Forces office to use the proven successful script Integrate with the Rough Pricing Sheet WopiellrpatrionvgidoepttihmeaolflfyicoenwpihthonCealslaCleosnversion percentages to assure your business is 5.3 Internet Request for Service Mr eaqnuye sptri no sg paenc tei svtei mc uast teo. mT ehri ss fwo irlml g ios tsou tbhme iMt t eOdL Lo Yn Ml i nAeI Da n. cdo mg o we setbos iLt Me aS nadn df i lilsoeumt aa ifl oe rdm. T h e oI nf ftiecrenceat nL ec ha do os )s eo rt ot hf oe lol of fwi c eu pc aonn ot uh tes Ionutrecren teht eRfeoql luoews t uf po rt oS ear vc ai cl le c(ecnotme rm. o n l y r e f e r r e d t o a s Tf ohl leorwe eMdU, tShTe boef f ai c ceosnhsoi sutlednct osnt rs ai dt ee gr yo tuot sporuorpcei nr lgy tfhoel l of owl l ouwp . uIpf tthoeabceal lol wc esnt treart .e gFyo lcl ao nwn uo pt bi se
MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc. as follows: 1 st contact (phone) immediately, within 5 minutes, leave message 2 nd contact (LMS email follow up template), immediately after 1 st call
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3 rd contact (phone) within 1 st hour, no message 4 th contact (phone) following morning, leave message 5 th contact (phone) following evening, no message Send postcard 3 rd day It fh tehceaol lf fciec ne tcehr odooseess nt oo tocuot ns ot aucrtc oe rt hdeo ef os l nl oowt cul ops, et ht ehree oaf rf iec es tsi lhl opur lodc ec od nu triensuteo f ioml l po lwe mu pe nats. I f follows: No contact o 1 st contact (phone) immediately, within 5 minutes, leave message o 2 nd contact (email), immediately after 1 st call No sale o SDeenadr <L LMeSa de m. F iarisl ttNe ammpel a>t,e : I< sLeMe So uu sr esrcnhaemd ue >l i ni ng tdhees ko pwear sa tni oo nt sa bdleeptaor st mc heendtu. l Ief at hseerrev ii cs es of omr eytohui n. gMoyunr a m e i s df oerpcaornt ms i edne tr icnagnMd oo l tl yo Mmaeiedt fyooruyrocul er ahnoi un sgencel ee da ns ipnlge anseee ldest! m e k n o w . T h a n k y o u Molly Maid 5.4 Booking, Performing and Recording the Estimate Wo bhj eecnt iav ep rdousrpi ne cg t ti ve el e cpuhsot no emcearl lc iasl ltsoi na rqruainr igneg aanb ionu- th soemt tei negs tui mp ar et ec .u rBrei nl ogws earrvei ct he ,e t h e m a i n procedures to have in place when booking an estimate. Place the estimate on the LMS Estimates Calendar o Ccuasllto½mheoruhrapsrnioort ftooragrortitveanl as a courtesy and to assure the prospective o Set a reminder in LMS as a Next Action and Next Action Date/Time o If a message is left, we recommend going to the estimate o Make sure follow up is discussed and performed as follows: 1 st follow up call, day after estimate 2 nd send “thank you” email after 1 st call 3 rd follow up call, three days after estimate UprsoectehsesNext Action and Next Action Date/Time in LMS to manage the follow up o Itfotihnedeicsattime iafttehceloessetism, caotelocrlocosedde the estimate on the LMS Estimate Calendar
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Nc uortree: nItf wa ne eeks tiinmaant ea rc el oastehsaftr wo mi l l pnroi ot rd wi s reue pk ts ,ymo uorv ee stthi me east et i ma vaatiel atboi ltiht ye ienstteimrnaatlelyaosrawcliothseydoeusrtcimalal tceenter (i.e. Saturday). Color code the Tu nh ci sl ocsoel do recs ot idmi nagt ews iilnl at hl leo wc uyr or eunttowqeuei ckkfloyr cRoouynat l tt hy eRcelpoos er tdi nagn da n d record keeping 5.5 Converting Occasional Customers Wc uhs teonmaecrutsot or emceurr rcianl gl s sfeorrvai cneo. cTcha es i bo ne laol wc l es tarna, twe geyhhaavse pt rhoevoepnptoorbt uensiut yc cteoscsof unlv. e r t t h e After the occasional cleaning is complete, the team calls office The office fills out the Estimate Pricing Worksheet (self-calculating excel version) Tmhoenttehalymsfeirllvsicoeut a MOLLY MAID card with pricing for weekly, bi-weekly and Tc uhset oomf f iecre apnl adcme se an tt iaosnks i np rCi cCeSs tfoo rmraekc eu rarni nogu st be rovuinc ed wc uesrteo ml e fetri fs at ht iesyf accht iooons ec at lol tuos et h e MOLLY MAID on a more frequent basis. Team bonus of $50 after 3rd regular cleaning o Nn aOmT eE :a nWdhdeant et hoef ct huisrtdo mc l ee ar naicncge po tns ar ewc hu irtrei nbgo as er dr v. i Tc eh, i ps lwa ci lel tahc et ac su sat roemmeirn d e r to bonus the team o NL eOaTdEe:r sEcahcehdmu loeranni ndgr seti anpf ol er cteh et oc at hr de tf eoar mr e tchuartr itnhge ys enrevei cdet po rci ac lel st ht oe tohfef i cTee a m when finished. This will act as a reminder for them to call the office. 5.6 Post Recurring Service Cleaning An important part of the MOLLY MAID system is leaving a note for the customer after every cblee as un ri ne gt o( i mf t ehne t ci ouns t aonmye“re ixst rnaost” adt ohnoemt he adt udrai ny ga tnhde ctoi mmep loi mf t ehne t ctl he ea nciunsgt)o. mT he re oHnS Pr es csehnot u l d ismh opwr osvtehme ec nu tsst o( mf o er re txhaamt pt hl ee, Hn eSwP swt aakl lep aa ppeerr, snoenwa l f iunrtneirteusrte i, nn et hwe lcaunsdt socma ep ri n’ sgh, eo tucs. )e. . T h i s 5.7 Gifts Gc hi fot cs oclaant ebs eolre af t poirn skecnat rtnoa ct iuosnt ol emf te rws i ot hn yhooul irdnaoy tseoi rs sappepcri oa pl or icactaes. iTo hniss. sAhsomwasl lc bu sotxo omf e r s tshearvtiycoeu. take a personal interest in them and thanks them for allowing you to perform your
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MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc. cboumsipnleasisn.ts will provide you with general insight on what is happening within your mayCiunsctloumdeerthcionmgsplsauicnhtsaosc: cur for a number of reasons that are usually controllable. The Not understanding the customer’s perceived needs and expectations Unrealistic expectations Non-uniformity/inconsistency of the cleaning effort from visit to visit Improper use of procedures and/or supplies Excessive workload that results in hurried efforts Proprietary and Confidential Information 5.8 New Customer Follow-Up IWt ’ sh ei mn pa ocrut satnotmt oe ra si ss ua rc eq ut hi ree md , at ihdesr he ai sv et i dmeel i av ne rdemd ownheayt iwn taos tchoev ea rc eqdu ids ui t ri oi nng. tIht ’es ei ms t pi mo rattaen. t tfoolmlowakiengsuprreocMeOduLLreYsMfoArInDeawndcutshteomcuesrtofomlleorwg-eutpo:ff to a good start. We recommend the Send a welcome packet which includes: o MOLLY MAID magnet T“ f hl aeg fgoi lnl og w” tihneg as pt epposi nc tamn ebnet m( rai gnha tg ce ldi ctkh ra onudgshe tl ehcet Q“ Eu da il ti t Ay pCphoeicnkt mS cehnetd” )u. l eWi nh eCnC aS nb y appointment is flagged for a Quality Check it feeds the Quality Check Schedule. Flag 1 st Clean. In the comments write: 1 st Clean, In-Home QC o Tbehi(si.ies. tIon-rHeomminedQyCo)u what clean the customer is on and what the action will Flag 2 nd Clean. In the comments write: 2 nd Clean, follow-up satisfaction call Flag 3 rd Clean. In the comments write: 3 rd Clean, follow-up satisfaction call Flag 4 th Clean. In the comments write: 4 th Clean, follow-up satisfaction call Ts thaef f Q/ ouwa lni teyr Cpheer cf okrSmc ihnegd tuhl ee si nh-ohuol md eb eq up ar il ni ttye dc hdeacikl ys , aonnde oc no ep yc of op ry tfhoer ot hf fei coef f i c e s t a f f performing follow up calls 5.9 Managing Customer Complaints Page 19 o Welcome letter o Policies or FAQ o Cleaning calendar Wprhoefenssaiocunsatlolymaedrdcraelslssewdi.tThhaecfoirmstprlauilneti,slitsoten carefully to help determine how it should be never argue with a customer, as this will make tr he es pmo nmsoi br ei l idt ye fteon tshi ve ec. uVsi teowmceor ma np dl a si nt rt es nagntdh epnr oybol ue rmrse al ast ioopnpsohri tpu wn iittihe st ht oe md e. Cmuosnt os tmr aetre y o u r
Poor training and/or a need for re-training Poor work ethic and/or attitude Pforlolopwerinfoglplorwoc-eudpuirseas ctroitaiscsaul rpearptroofptehrefoclolomwp-luaipn.t resolution. We recommend the Offer to send the team back to finish the job properly o Change teams if necessary Discuss the nature of the complaint with the team Flag the next three cleans for the following: o Flag 1 st Clean. In the comments write: 1 st Clean, In-Home QC, Complaint (t hi nectl ue adme ds ewt ai lill ss eoef tchoemdpel taai ni l toinn tchoemTme ae mn t sL ae na ddeirn Sacphpeodiunltem) e n t c o m m e n t s s o o Flag 2 nd Clean. In the comments write: 2 nd Clean, follow-up satisfaction call on complaint o Flag 3 rd Clean. In the comments write: 3 rd Clean, follow-up satisfaction call on complaint o Nc oovt ee r: Itfhteh ceoQmupallai ti yn tCBh Ee cFkO SRcEh tehdeu cl el eias npi rnign tt eoda ds saui lrye, tt hh ies twe ai lml ailsl oaww ay roeu ot fo t h e past issue 5.10 Surveys OL ius rt esnu r3v6e0y. sTyhs teerme sips oanns ae urtaot me taot et dh es ys sutrevme yt hs ya st tpeuml l si sdaapt ap rf or ox mi mCa Ct eSl ya n1 d/ 3i s. rEeafcehr rceuds tt oo ma se r wquilelsrteiocenisvaesofnoelloewmsa:iled survey after a cleaning every 90 days. The survey consists of two Hasoswocliiakteely would the customer be to refer MOLLY MAID to a fried or business o Rating 0-6 (detractors) Next question: How can MOLLY MAID make it right? o Rating 7-8 (Passives) Next question: What can MOLLY MAID do to get to a 10? o Rating 9-10 (Promoters) Ntheexctuqsuteosmtieorno: fTthheanrkesfetrhrealcpursotogmraemr .for their business and reminds
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5.11 Employee Inquiries TT hh ai st ifsi rws thpehnoan fei rcsat l il mf rpo rme sas ipoont eonf ttihael ec mo mp lpoayneye iiss fao rc mr i tei dc aal nsdt ewp hi ne tEhme rpol or yneoet riet ci sr uai tgi on og d. pItlaisceimtopowrotarnk.t that the prospective employee is pre-qualified with a couple questions and ucarngeddidtaotevifsoiltlothweso: ffice to fill out an applications. A sample telephone dialogue with the Gspoeoadkminogr; nhionwg!mThayanIkheylopuyfoour?calling MOLLY MAID. This is ____________ Oh, that’s great! Do you have a few minutes to answer some questions? May I ask for your name? _M_ _A_ I_D_ _, , bt hu at no kusr ftoera mc a lml i ne mg . bI edrosnt’ et lkl nmoewt hheo wt h imn gu ct hh eyyo lui kken bo ews ta abboouut tMMOOLLLLYY Mw iAt hI Dn ios et hv ee nsicnhgesd, uwl ee e–k we nedws , oorrk hMo ol i nd da ya sy. tWh reo wu gohr kF rhiadrady ,a fnr do mw ee ihgahvt et of uf ni v, et o o . WHoewhedlopeosuthractukstinomd oefrsscfihneddumleorseofurnede?time by keeping their homes clean. May I ask you a few questions? Are you legally eligible to work in the US? Bi nescuaruesde. Twhei se nmt ee ra nt hs ewheopme er sf oor fmc uf us tl lo bmaec rksg, roouurntde ac mh e mc kesmi nbcel rusd ai nr eg bc roi nmdi endaal na dn domdrbiveiinngg hbiosntodreideso. rIsinthsuerreeda?nything we would find that would prevent you fr Are you at least 18 years old? Do you have a valid driver’s license? How is your driving record? Io’ pd pl iokret ut on igt ye .t Ct ooguel dt hyeor uwciot hmyeoiun tl oa tteerl lt hy oi suamf t eorrne oaobno ut ot ft ihl le oMu tOaLnL Ya pMpAl i IcDa t i o n ? I’ll be here from one to four today. Would that be convenient? Just in case I need to get in touch with you, may I have your phone number? Lfoertwmaerdgitvoesyeoeuindgiryeocut.ions to the office. Thanks so much for calling! I look 5.12 Weekly Closing & Report Review Ti nhceo np suirspt eons ec i feosrt roehpeolrpt yr oe vui eo wp ebr ae tf oe reef fci cl oi es ni nt gl yewa ci thhwo uete ekrirsotros raenvdi eawl l of owrseyror ou rtso oi rd e n t i f y areas of the business that could be improved. Review the Cleaning Efficiency Report looking for:
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o Incorrect team members assigned to the wrong house or route o Incorrect or no time in/out of the home recorded o Up enruhs uo aulrl yt ahriggeht or ra tleo w= $h1o6u.r8l 0y traart ge es twt ehai lme ilne at hd ee rhpoamyer (ait. ee . w2 h1 i%l e pc al eyarnai nt eg )* $ 8 0 o If the teams hourly rate is higher than target, it can indicate: o The team is rushing through the home o The home was estimated to high o If the teams hourly rate is lower than target, it can indicate: o The team is new to the home and getting familiar with the home o The team is new and not has not become efficient o The team is a slower team with low working rates overall o The home was under estimated o Tknhoewculesdtogme er is adding rooms or additional work without the offices o The time in/out is the office time stamp that: o The clean was performed o Utasregdettowcoarlkciunlgatreawteoirsk$in4g0 rpaetresm(ai.ied.)i.f your hourly rate is $80 per hour, the Review the Adjustments Report looking for: o Tpaipids pouaitdthtorotuhgehtepaamyrtohlrlough check or credit card. These will need to be o Rt heev Ri eowu tf eo rAuc nt i av ui ttyh Eo rni tzreydpwr or ci tees- so f(fesn, teer rr ionrgs caunsdt ocmo uepr opnasy nmoetnat ps ,pal idejdu sdtumr ei nngt s and time in/out) Review the Customer Balances Report looking for: o Ti mh pi sorret ap no tr tt owci lol ns thaocwt t ah lel cc uu ss tt oo mm ee rr sbtyh pa th oo nwee aanbdasl ae nn cdea. nI ti ni sv eo xi ct er et mo eg leyt ccoolllleecctteodniamnminetdainatgeiblyl.e Wpraoidtiuncgt.wRilelvoinewly fcoaru:se problems when trying to o Inaccurate customer balances (payment applied to the incorrect customer) o Invoice and call all customers showing a balance o Sc luesapnesn(di f stehrev ti ceea mt o sahnoywcsu sutpo mt o ehr osmh oe wwi ni t gh ao nb ea loa un tcset af onrd mi n og rcel et ahna na no dn en oo r t w o payment is left, have the team leave the home and contact the customer)
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Nwoe we k t chlaots ye od uoruwt be ye kMhoansdbaeye onrrTe vu ieeswd ae yd , t iht ’es ftoi ml l oewt oi ncgl ows ee etkh et owaeses ku roeuat .u tTormy at ot ehdasvyes yt eomu rs run timely (i.e. Listen 360 surveys and Kirkwood back marketing run off posted data). Post CCS activity Submit Royalty Report 5.13 Monthly Close, QuickBooks & Accounting Closing out your month will consist of reviewing the following: Reconcile QuickBooks cash accounts to the bank statement o Note: A bank feed can be set up to import transactions with most banks Reconcile QuickBooks to credit card statement o Note: A bank feed can be set up to import transactions with most banks Review monthly P&L and Balance Sheet looking for misclassifications & errors Rcoenvcieewrnq. (uIa.er.tlearblyorP,&clLeaannidnBg asluapnpcleieSsh, eeetct.l)o. oking for overspending in areas of Send quarterly and year-to-date P&L to RSM for review 5.14 Monthly Employee Recognition It’s important to have a monthly process in place to incentivize and recognize employees. Print Anniversary Report from CCS and order Anniversary Certificates, Pins, etc. for employee Print the Customer Cancellations by Employee and post cancellation rates In the second weekly meeting of the month, recognize: o Top retention teams o Perfect attendance HSP’s
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6. Forms and Reports
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MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc. In-Home Estimates Ye nosuu wr ei l ly onue re dc ltoos itnr ag c ke f faencdt i vreelpyo. r t Pyloe ua sr et orteapl oIrnt- HI no -mHeo me set i me satti me sact el oss eodn lvys .apnedr feosrtmi me da t et os pe xear fmo pr ml ee, do ni en wp er ieokr ymo uo nmt hasy ehvaevne tshi xo uegsht i mt haet ey cal roes erse pa no dr t eodn l yi n 5t hees t icmu ar rt ee ns .t wT heiesk i. s fFi noer be setci amuastee wcel ovs ieeswbeys tsi hmaadtien gc l ot hs ee mr a tgerse eo nv e (r oar 1a3n yw ec eokl orro tl loi nign da vi ceartaeg ec.l oYs eodu) c oa nn tyr oa uc kr yLoMuSr Ec us rt irme natt e swCe ae lke, n dpal arc. eI f tah ce ums t oomn e ra c ldoasye s yf or oumdao p nr eovt i opuesr wf oer emk , emsot ivme attheast caunsdt o ms heardteo tt hh ee ay po up okinnot mw eint twgarseferno.m Faopr rei ox ra mwpe el ek, ; pi tuwt apsr icolro swe de eakn’ sd cwl oi lsl ensoot ni n St eart fuerrdeawy .i t hT ht hi se wc aillll ceennstue rr es appointment availability. Page 25 Proprietary and Confidential Information Mt hOa tL iLsYf uMnAd aI Dm he na st adl et os i ag nseudc caens ds f udlebv ue lsoi npeesds .aInt iisn teesgs reanttei da l st yhsatteema cohf iftoermmbs ea cnodmpprloect ee dd uarneds pTrhorpoeurglhy deoxctuemnseinvetedt.esting and refining, the system has been highly simplified and sc torme apml eltien erde,c oyredt oi tf ai sl l tahcot ri voiut igehsl. y Wcho emnp trhe eh esnyssitveem a insd p cr roepaetrel sy am acilne taari, n eudp, tyoo ud aa tned at nh de hidoemnteifoy ftfriceendcsananqdupicakttl ye rannsdthaactcwuraartrealnyt asnpaelcyiazel atthteenctiuornr.ent status of your business and Consequently, any error or omission in these procedures will significantly hinder the manageability of your business. Careful attention must be paid to ensure an accurate analysis. The importance of proper documentation of business activity cannot be stressed enough. Tanhde QmuaijcokrBitoyookfs.business record keeping is done through the Customer Care system, LMS, 6.1 Form Descriptions and Instructions 6.1.1 Tracking Sales Phone Conversion & Estimate Close Phone Conversion Rates Tb ur as ci nk ei ns gs . sI at l ei ss ec sosnevnetri as il otnh, abt oyt oh ut eul se ep ht oh ne es e a tnwd oi nstyesrtneemt sl etaod st r, ai sc ka ykoeuyr i snadl iecsa tcoorn ivne rysoi ounr performance. Lu en at idl tMh ea yn acgoenmv eernt t t Soycsut es mt o mi s edreos ri ganreedntoo l mo nagneargve aal il dl i, nwc ho imc hi ni gs lreeaf edrsr ae nd dt ot raasc ka tDheeamd Lead. Your target Phone Conversion Rate is: CC aa ll ll CC oo nn vv ee rr ss ii oo nn tt oo EOsntei mTai mt ee=C8l e0a%n = 5 0 %
MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc. 6.1.3 Estimate Pricing Worksheet Te shtei mE as tt ei m. aYt eo uPrr i pc irni cgeWs omr uk ss th ebeet iasdaj ugsut ei dde ttoo ya os suirs t l oy oc aul wc oi tnhdtiht ieo pn rs i cainndg de uc or innogmt hy e. i nA hpormi c ee as qnua al yrsei sf omo tuasgte bbea sdeopnrei cfeo rd oael ls lionccal ul dceo mt hpee kt iitticohne ni n, aos rwd eer atsos usme te yt ho autr ahl lo hu or lmy epsr wi c ei l.l hTa hv ee amt alrekaestt roensee akricthc hyeonu. Yhoauv ewci lol ncduusct toemd i zi ne tt hh ee sRhi ge he tt , Sbtaasret dp or onc eysosu. rTlhoec a“lOmt haerrk”e tf i, eal dn di st ht oe rt he if nl egcst tahse: udnei qn us iet yf e aotfu rfeusr noifs ehai nc hg sh, okmi nedtsh aot fmfaukren icslhe ianngi sn,g dmi sopr reodpiof fri tciuolnt .aItte i nrcol ou md e s ssi zuecsh, cc oo nn dd ii tt ii oo nn ooff tshuer f ha coems ,e , c pu rs et os me necre roef q cuoe lsl tesc t ibbel ye os nodr satnatni qd ua reds , seenrvvi ircoen, mgeennte r(adl u sc ta/rme oal dn )d, cOlnuett-etirm, eexccelessainviengpsetahnadir,ineittci.al cleans are priced by the hour. Once the home has been brought up to the home owner’s standard, ongoing cleanings are priced at a flat rate. Page 26 Proprietary and Confidential Information Estimate Close to new recurring customer target is = 70% Iyfoeui tahreer npoetr oc epne traagt iendg i fafte mr s asxui mb sut amn tei faf li lcyi ef nr oc my . Pt hoes sni ba tl ei orneaal saovnesr sa hg oe su, l di t bc oe ualndailnydz iecda taen tdh a t appropriate changes made. 6.1.2 Service Estimate Sheet TMhOeLSLeYr vMi c Ae IEDs t iamb oa tuet Sthheee t cilse auns ei ndgt os eg ravt hi ceers i ndf uo rr imn ga t itohne s hI na-rHe od mb ee t wE es teinmtaht ee . c uTsht eo mSeerr vainc de ES hs teiemt aptree pS rhienet te dc aann db es ugpepnl ei erda tiendt hdei rienci tt li ya l fpr ao cmk aLgMe . S I to irs ypor ue pcaarne du isne dt uh pe l iSceartvei cf oe r Ems tui lmt i ap tl ee ci so pt hi ee soffof irc tehceoopfyf i. cTe haen od f cf iuc se t oc ompei er .s Tshheo ut ol dp bs he ekeet pi ts igni vael np ht oa bt ehtei ccaul sot rodme er ro; rt hcea ns ebceo ns dc asnhneeedt aTnhde kSeeprvtiecleeEctsrtoimniactaellSyh. eet contains the: Customer’s contact information and address Slipsteicnigficthiensftloruocrtlieovnesl faonrdptahretircouolamr rtooobme sseorrvfiocredth. e entire house are documented by Pets Window of arrival Day of service Key received Price and hour range for the initial cleaning Flat rates for recurring service fee for two frequencies Our guarantee
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