MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc. Proprietary and Confidential Information You may form a three-person team for the purpose of training new employees. After the formal orientation and training period, a trainee will frequently spend a few days cleaning with an experienced team, under the close supervision of the team leader. This is a continuation of training, but in a “live” setting, sharing in the work of an actual team. In this situation, the trainee is normally paid an hourly wage (rather than a commission), and the commissions of the regular team are not changed. 8.2 Which Day of the Week? Occasionally you will have a customer who fits nicely into your schedule but not on the day of her choice. In order to satisfy this customer, you may have to travel a few miles out of your way to provide the necessary service on a day the customer finds acceptable. Thursday and Friday are the most requested cleaning days. These should be saved to service your weekly or alternate weekly customers. Less popular days can handle occasional, monthly, or initial cleanings. If you can’t give the customer the day of her choice, you will have to convince her to take another available day and offer to move her cleaning day as soon as a spot becomes available. This is a good time to point out to the customer the benefit of having the cleaning done at the beginning of the week (for example: “You’ll enjoy living in a clean house all week after a hectic weekend”). Often a customer will prefer the alternate day and will not want to be moved when her originally preferred day becomes open. Obviously, existing customers with requests for special days take precedence over new, monthly, or one-time requests. 8.4 Which Team When assigning a new customer to a team, consider the characteristics and expectations of the customer. If she is meticulous, assign her to a team that pays extra attention to detail. Even though all HSPs are taught to use the MOLLY MAID system of cleaning, each team has its strengths and weaknesses. 8.5 Route Utilization and Route Revenue A profitable business makes full use of its assets. You invest in people (recruitment, training, uniforms), equipment and supplies (vacuums, chemicals, mops, buckets), and cars (leases, insurance, etc.). The key to profitability and high employee compensation and retention is to schedule enough customers to have a full range of homes cleaned each week by each team. Most MOLLY MAID owners overbook their routes and keep an “on-call” customer list who are waiting for a slot to open up from a cancellation. This strategy helps to compensate for temporary cancellations. Typically, you must schedule 21 to 23 homes per week to enable 18 to 20 homes to be actually cleaned (because cancellations will occur that can’t immediately be replaced). This level of cleaning proficiency is achievable when the HSP teams have become seasoned professionals and the homes on their schedule are regularly scheduled recurring customers. Page 34
Made with FlippingBook Online newsletter