Note: If an estimate closes from prior weeks, move the estimate to the current week in an area that will not disrupt your estimate availability internally or with your call center (i.e. Saturday). Color code the estimate as a closed estimate This color coding will allow you to quickly count the closed and unclosed estimates in the current week for Royalty Reporting and record keeping 5.5 Converting Occasional Customers When a customer calls for an occasional clean, we have the opportunity to convert the customer to recurring service. The below strategy has proven to be successful. After the occasional cleaning is complete, the team calls office The office fills out the Estimate Pricing Worksheet (self-calculating excel version) The team fills out a MOLLY MAID card with pricing for weekly, bi-weekly and monthly service The office places a task in CCS to make an outbound customer satisfaction call to the customer and mentions prices for recurring service were left if they choose to use MOLLY MAID on a more frequent basis. Team bonus of $50 after 3rd regular cleaning o NOTE: When the customer accepts recurring service, place the customer name and date of third cleaning on a white board. This will act as a reminder to bonus the team o NOTE: Each morning staple the card for recurring service prices to the Team Leader schedule and reinforce to the team that they need to call the office 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 cleaning (if the customer is not at home during the time of the cleaning). The HSPs should be sure to mention any “extras” done that day and compliment the customer on recent improvements (for example, new wallpaper, new furniture, new landscaping, etc.). This shows the customer that the HSPs take a personal interest in the customer’s house. 5.7 Gifts Gifts can be left or sent to customers on holidays or special occasions. A small box of chocolates or a pink carnation left with your note is appropriate. This shows customers that you take a personal interest in them and thanks them for allowing you to perform your service.
MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc.
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