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
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