Introduction Each HSP team has its own route schedule. Preparation of the route schedules involves assigning customers to HSP teams to be serviced throughout the day and frequencies during the month. There are several factors to keep in mind when scheduling customers: It is most efficient to have the customers for a given team on a given day live reasonably close together. This decreases travel time and fuel costs. It also allows more time to be spent in customer homes so your teams do not rush through homes in order to finish their work each day. A major factor in customer retention is having the same team service the same customers at each cleaning. It is often sound business practice to award new customers to HSP teams that have the best customer retention rate (this rewards the best employees and motivates others to improve their retention rates). These factors often clash, and they must be prioritized. Depending on the size and shape of your territory, the stability of your employees and the degree to which your customers meet and get to know your employees, the factors will carry varying weights. 8.1 Team Size 8.1.1. Two-Person Teams Work Best The MOLLY MAID cleaning system is based on a two-person team. A single person cleaning a house faces a much higher probability of personal injury, threat to personal safety, potential for stealing customer possessions, etc. It is essential to have two or more employees working together in a house. (We specifically tell our insurance companies that we do not use one-person teams, and this usually results in lower insurance rates. We also present this as a safety and security feature to our customers.) In typical houses, teams of three or more people are often less efficient. While two HSPs can normally clean four houses per day, three cannot usually clean six (which is what should be done to be equally as efficient in the use of manpower). The bottom line: two-person teams have proven over and over again to be the most effective. You may have unusual situations where three-person teams can work well, but it is rare. Four-person teams are generally very inefficient unless they are working on very large houses. 8.1.2. Three-Person Teams While Building and Training Many franchise owners have found that the temporary use of three-person teams can be a great help while growing their business. See the discussion below on “When to Start the Next Team” for more details.
MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc.
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