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
MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc.
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