The answer is NOT training them properly. At the end of the day, it pays to train them correctly when first hired.
A common complaint many have is that it takes time and money to train new team members. I must say that is a VERY SHORT-SIGHTED way to look at the issue. Why?
Because training doesn’t cost, it PAYS in the LONG RUN.
The returns you will get from a well-managed training program will pay for itself many times over. For instance, customer complaints will drop dramatically when you properly train staff.
Sadly, customer complaints DRAG down most cleaning companies day in and day out. And as we all know, it takes a lot more effort to go fix the problem, not to mention restore the customers confidence in you than it would have if you just fixed it right the first time.
Training your employees is a no-brainer.
If you want the job done right you must start by giving your employees the proper time and tools they need to consistently do an excellent job. You can’t cut corners on this part.
Some may say “a cleaning job doesn’t take any special skill or training”. I would disagree! It may not take a special skill per say, but it sure does require training. You must invest the time to make sure they are prepared for every scenario that may come their way.
Your staff must be able to perform the cleaning tasks, but also must know how to handle any unforeseen issue that may arise. The more your employees can handle on their own, the less likely a customer will complain about having to wait for an issue to get resolved.
Some issues may seem trivial to you and your staff but to your customer it may be a major issue. Customers have all kinds of pet peeves, some large and some small. Treat them all the same!
If it’s important to the customer, it should be important to you!
If your staff does not know how to handle a particular situation it can become a long drawn out process and may affect your reputation with that customer. It probably took a long time to get that customer, so why would you want to tarnish your reputation with them.
Something simple like what solution to use on a particular surface can confuse a person who is not used to cleaning. I once asked a temporary employee to clean a large mirror in a fitness facility and walked away, BIG MISTAKE!!!!
He picked up the solution containing bleach and started to clean the mirror! Lucky for me I forgot something in the room and caught it before any damage was done. We assume people know how to clean. This is a major mistake many companies make from day one!
Employees want to do a good job, and often the ones who are not performing well are not trained well. When an employee is trained well they perform more efficiently which leads to cleaner facilities and happy customers who will keep you for a very long time.
Another part of proper training is keeping everything standardized. So make sure all solutions are the same, all equipment is kept is tip-top operating shape. The janitorial closet is kept in order and well stocked.
This will keep you from getting panic phone calls saying “I’m out of paper towels or cleaning solution what do I do”? Your company will run smoothly for the most part if…
- You train your employees in the proper use of the cleaning solutions
- You show each employee HOW TO CLEAN kitchens, bathrooms, desks etc… ASSUME NOTHING!
- You teach them how to resolve situations when they arise (late office hours, more trash than normal, unusual requests)
- You explain to them how to conduct themselves while in a customer’s facility (no foul language, no using of equipment etc…)
Think about this, if one of your employees call out sick, you will have little worry about putting another employee in that position because there will be very little variation from one employee to another.
If you invest time in your employees, they will feel as though they are a real part of your company. This results in a happier staff, one that will do a consistently good job for you and your customers!
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