GoCleanup.com

Welcome Back to Part 4 to the “The Cleaners Management Manual”

6.0    GENERAL CUSTOMER POLICIES AND PROCEDURES

6.1     The Communication Diary

This section underlines the importance of the Communication Diary. The Communication Diary is always located in the same position in an accessible area. Every night you clean you MUST check the Communication Diary to see whether the client has left a message for you. If the client has left a message you must sign off to acknowledge that you have received the message and completed the request.  If you cannot complete the request that day, let the client know when you will be completing the task.

The Communication Diary is used for small communication matters with the client.  For example, they will let you know in the Communication Diary if you have missed some cleaning specifications like a bin not being emptied or a window not being cleaned.  If the client leaves a request for you to complete a task that is not in your cleaning specifications, respond to the client in the Communication Diary by letting them know you will contact management about this request. Please call your manager or your client on the next business day and let them know the client’s request.

If you need to leave a message for the client you must leave the Communication Diary open in the position it is normally located. Only leave messages for the client in the Communication Diary relating to small matters such as ordering stock that you do not supply and responding to a message left by the client.

6.2     Consistency

The service expectations and high standards that your customers receive must be delivered consistently. This will ensure every client experiences the same high level of service.

Inconsistency in the service levels provided can make clients feel they have no control over the cleaning of their premises. This can cause them to become dissatisfied with the cleaning service and must be avoided at all costs.

Once you embrace this service system and implement it consistently, you will find your diary comments from clients will decrease, except perhaps to compliment you on your work!

On the occasions you do receive criticism about your work – use it as an opportunity to improve and go one better next time.

By making an extra effort to deliver exceptional service at all times means you will have a very happy, long-term client.

6.3     Your Cleaning Room

Your cleaning room is a reflection of the standard of service you deliver and it reflects on the good name and reputation of your company.

By maintaining the cleaning room in a neat and orderly manner, you will instil confidence in your clients that they are receiving an excellent service across the whole of their organisation.

EXAMPLES OF A WELL MAINTAINED CLEANING ROOM

Customer Service Issues

Providing superior customer service is a major responsibility of every business owner.

Satisfied customers are essential for business success.  Your business must satisfy customers by providing them with high quality services while making them feel valued.

Service quality equals technical proficiency, consistency and reliability.  Customer loyalty is gained when they continue to place their trust and confidence in the service they will receive from your company.

You must make sure your business’s customer service entails delivering excellent service and demonstrating that you care about your work and your customers.  Quality customer service delivery can be learned and developed.  The more effort business owners put into mastering high standards of customer service, the more the business owner will receive in return.  When business owners enjoy providing excellent customer service, their jobs are easier and more rewarding.

The art of successful customer service can be broken down into three simple steps:

1. Have a Positive Attitude

The attitude relayed is the one reciprocated by the customer.  Identify with and respond to customer needs and expectations.  Customers depend on team members to satisfy their wants/needs and solve their problems, (otherwise the customer would deliver the service to themselves at home and at a substantially lesser cost, e.g. the DIY consumer).

2. Demonstrate Professionalism, Respect and Enthusiasm

Customers enjoy and expect courtesy and good manners.  Team members who exude genuine warmth alongside great manners provide a business with a competitive edge in today’s fast paced environment.  Ask customers whether they are satisfied.  Customer feedback is the lifeblood of continual improvement.

3. Actively Stimulate Repeat Business

Reward customers who have chosen to spend with your business by giving them an excellent and efficient service accompanied by a friendly smile.  Customers place great emphasis on service providers that are reliable, responsive, helpful, honest and, above all, treat them with the warmth that a good host extends to his/her guests.

6.5     When a Customer makes a Direct Complaint

In the event a customer complains directly to you or one of your staff members, the person receiving the complaint should listen and find out the details of the complaint.  If the person complaining has a valid issue then it is in your best interests to resolve the problem quickly.

You and your employees must have a basic knowledge of the business’ obligations and rights under the law.  Nothing is to be gained in trying to persuade customers to accept less than the law entitles them to or less than your business standards demand.  In the long run it proves damaging to your team members and your business.  It is recommended that you suggest realistic solutions to the problem and honour any agreed resolution.

It is important to learn lessons from customer complaints and to consider how similar problems can be avoided in future.  It is important to retrain or change the way the team operates or performs to ensure the problem is not repeated and all personnel is well informed of customer’s rights and the business’ obligations to them.

6.5.1     Handling Direct Customer Complaints

Remain pleasant and calm.  Listen attentively without interruption until the customer is finished, (often the fact that someone is actively listening will calm a frustrated person).  Enquire as to what you can do for this person to rectify the problem.

If their request is not unreasonable – then do it.  A satisfied customer is worth the sum of the recommendations they provide to others about the business.  On the other hand, if the request is unreasonable, politely inform him/her that you must consult with Management or Head Office first.  You will let them know a resolution within 24 hours.

Don’t forget to record the details of the complaint into the customer diary yourself.

6.6     Customer Relations Damage Control

It is in the best interests of all business operators to strive to maintain good customer relationships.  On average, twice as many people are told of a bad experience rather than a good experience.

Please Note:  It is far easier and cheaper to resolve a complaint directly with the customer than having to resolve it with the ACCC or State Consumer Affairs Agency.  Having a good complaints resolution system goes a long way towards helping to avoid these sorts of problems and costs.

9th MARCH 2010

Welcome Back to Part 3 to the “The Cleaners Management Manual”

SERVICE PHILOSOPHY

Be Prepared

Ensure your tools, equipment and supplies are ready and in good working order (refer to OH&S standards).  Keep your knowledge current and accurate so you can educate your clients on products and services.

Accountability

Take responsibility and follow through.  Always find a solution to a problem and never say ‘I don’t know’ without assuring the client that you will find an answer.

Stay Alert

Always look for opportunities to recommend additional services your client may have overlooked.

Put It Right

Always do your best to provide outstanding service to all clients every day, but sometimes we fall short of their expectations. We call these situations service opportunities for service recovery.  This gives us a chance to rebuild our relationship with the client and ensure they are completely satisfied with our service.

Actively listen to identify the client’s needs. Let the client know you understand. Ask the client how you can fix the problem for them or provide them with a solution. The client usually has some idea of how they would like to see the problem resolved.

Always be prepared to offer some suggestions, just in case the client is unclear about their options.  Fix the problem and thank the client for bringing it to your attention.  Whenever possible try to deal with the issue on the spot, minimising inconvenience for the client and, in the long run, yourself.

Every complaint is an opportunity to improve our service. The average company does not hear from 96% of its dissatisfied customers so we are especially grateful to the 4% who let us know how we can improve.

Personal Presentation Overview

Personal grooming is more than simply looking nice and being clean. Your personal presentation is a reflection to your clients about the standard of service they may expect from you.  Your appearance should project a professional image.  Keep your hair neat and ensure your personal hygiene is of an appropriate standard.   If you are clean, dressed neatly and ready for work clients will feel confident in the standard of your work.

Grooming Standards

Visible tattoos are permitted provided that such tattoos are in good taste and are not of a design to attract attention or offend.

Visible body piercing jewellery is permitted provided it is limited to ears. Visible piercing on the eye areas, face, mouth, nose, or tongue is not permitted. Ear piercings must be kept to a minimum (e.g. 2 ear piercings in each ear is acceptable).

In addition to hair being clean, your hairstyle must not interfere with your job duties. If your hair is long, place it in a ponytail to ensure that is doesn’t fall in your eyes and disrupt you from your tasks.

7 th March 2010

Welcome Back to Part 2 to the

“The Cleaners Management Manual”

BUSINESS PREMISES ISSUES

Work Space

It is recommended that business owners make use of a specific room, generally a study/office room, in which to complete administrative tasks relating to their business. DO NOT RUSH OUT AND GET A OFFICE UNLESS YOU ARE MAKING A PROFIT AND IT IS ABSOLUTE NECESSARY!

Financial Storage

Having use of a specific room enables the business owner to conduct general administrative tasks without interruption and to keep work records and other paperwork such as receipts safe and orderly.

A filing cabinet is recommended and will help keep your paperwork safe as it is necessary to keep all tax records for seven years.

Storing Equipment and Chemicals

Importantly, business owners require a secure storage area in their home or a storage facility to store equipment and chemicals. If your storage area is at home it should be separate from the main house and be firmly secured (locks etc.).  For example, if you are using a garage area, the garage inside door connecting with the rest of the house should be securely locked or chemicals should be stored in a lockable cabinet within the garage out of reach of children.

This is vital to ensure that unauthorised persons and, particularly children, do not have access to chemicals. It will also protect against the possibility of theft.

A full set of Material Safety Data Sheets (M.S.D.S) must be kept with the chemicals at all times.  They contain vital information and are particularly important in the event of an accident.

Ask your chemical supplies company for the MSDS for your bought chemical or search the internet for them.

Vehicle Storage

A full set of MSDS must also be kept in your work vehicle at all times.  For safety and security, your vehicle should be garaged overnight to protect against theft.

Key and swipe cards for client premises should not be left or stored in vehicles.

I have had my car broken into and my cleaning keys all disappear.  It is frightening when you wake up at 3am to go and clean the contracts and your keys are missing.  And what do you say to your clients?????

Vehicle, Signage and Maintenance

Feel Free to have signage on your van/car.  I have never had one of our cars signaged and have built a multimillion dollar cleaning business.  Go Figure!!!

Business is all about perception, therefore, if you do put signage on a car then make sure the car is not a bomb, the signage is high quality, you service and maintain the car and the driver is not caught smoking in the car.

Maybe Signage could have the opposite effect to what you want so think twice about it!!!

Stay Tuned for part 3!

GREAT NEWS! I have decided to provide you with a step by step guide on how to start a commercial cleaning business.

I will be calling this Book “The Cleaners Management Manual”

Each week I will be posting 3 articles, and at least one of them will be part of the

“The Cleaners Management Manual”.

The Manual will literally guide you through everything you need to know to start a Commercial Cleaning Business.

So get EXCITED and stay tuned for Part 1.

Part 1 GENERAL ADMINISTRATIVE ISSUES

1.1

Business Number

In most countries business owners need to obtain an Business Number. For example in Australia it is known as Australian Business number or ABN. An BN is a single identifier for all business dealings with the tax office and for dealings with other government departments and agencies. You can register your BN with your Taxation or government office or ask your accountant to register it for you.

Deciding On Your Business Structure

There are many ways you can structure your Cleaning business, but it is best to speak to your accountant to find out what structure suits you. Typical business structures are:

Sole Trader – A sole trader is the simplest business structure and consists of an individual trading on their own.  They may operate under their own name or with a registered business name.  The sole trader controls and manages the business and is responsible for all debts and liabilities.

Proprietary Limited Company – A company is an independent legal entity able to do business in its own right.  The shareholders own the company and directors run the company.  The directors of a company, as well as company employees, can be shareholders. A company’s operations are subject to the Corporations Act 2001 which is overseen by the Australian Securities and Investment Commission (ASIC).  This Act simplified regulations to allow a company to have only one director and only one member.

Partnership - A partnership is formed when two or more people (up to 20) go into business together with a view to making a profit.  They may operate under their own names or with a registered business name.

Registering Your Business Name

A business name is a name or title under which a person, or other legal entity, trades.  If the business structure you have chosen is a sole trader, partnership or trust, (not a company), then you are required to register your business name in the state or territory in which you will operate.

Business Premises

You should refer to your relevant State Government department regarding the necessity for the registration of a place of business address.

Business Insurance Coverage

Insurance is a fundamental requirement of small businesses and necessary to protect the business owner’s investment.

It is recommended that a trusted insurance firm/broker, accountant and/or solicitor be consulted in these cases.

Please Note:  Not all insurance coverage is compulsory so please read each description carefully to see if it applies to you.

1. 1. Public Liability

-      COMPULSORY for all cleaning business owners.

Minimum of $20 million and/or sufficient amount to provide coverage for all persons working in the business.

1. 2. Workcover

-      Compulsory by law ONLY if you employ people

WorkCover protects a business owner from costly litigation and claims for compensation resulting from employee injuries or disabilities sustained in the workplace.

1. 3. Comprehensive Insurance Of Premises

Covers fire, theft, flooding, plate glass and malicious damage (vandalism).

1. 4. Key Person Income Protection

-      Recommended, not Compulsory.

Insurance cover for disability or sustained illness.

WorkCover Insurance

Business owners are legally required to indemnify all people who use, enter, work within or access the client’s premises.  This includes customers, team members, visitors and suppliers.

WorkCover insurance covers all personnel (full time, part time and casual), including yourself, as well as anyone who has access to the site.  WorkCover insurance premiums are calculated by providers based on the nature of the enterprise (degree of safety/hazard) and a fixed percentage cost is levied against the business’s gross wage bill.

That concludes part 1 of the “The Cleaners Management Manual”.