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