o Incorrect team members assigned to the wrong house or route o Incorrect or no time in/out of the home recorded o Unusually high or low hourly rates while in the home (i.e. 21% pay rate * $80 per hour target rate = $16.80 target team leader pay rate while cleaning) 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 The customer is adding rooms or additional work without the offices knowledge o The time in/out is the office time stamp that: o The clean was performed o Used to calculate working rates (i.e. if your hourly rate is $80 per hour, the target working rate is $40 per maid). Review the Adjustments Report looking for: o Tips paid to the team through check or credit card. These will need to be paid out through payroll o Review for unauthorized write-offs, errors and coupons not applied during the Route Activity Entry process (entering customer payments, adjustments and time in/out) Review the Customer Balances Report looking for: o This report will show all customers that owe a balance. It is extremely important to contact the customer by phone and send an invoice to get collected immediately. Waiting will only cause problems when trying to collect on an intangible product. Review for: o Inaccurate customer balances (payment applied to the incorrect customer) o Invoice and call all customers showing a balance o Suspend service to any customer showing a balance for more than one or two cleans (if the team shows up to home with one outstanding clean and no payment is left, have the team leave the home and contact the customer)
MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc.
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