Wednesday, September 20, 2006

Reality Bites

There's been a lot of changes since our first day. The biggest change being our pay for performance plan. As you know, it changed our business.

About the only thing that hasn't changed is our customer's biggest complaint. Everybody wants the same cleaning team every time. The reason is simple to understand. Consistency breeds quality workmanship. Our employees provide a better, more efficient housecleaning if they return to the same home week after week.

We know it makes your life simpler. Heck, it makes our life simpler. But the reality is that we can't make everybody happy. There's just too many variables. Sickness, vacation, and the dreaded turnover to name a few.

Imagine walking into your local grocery store and receiving exceptional customer service from the cashier and bagger. Is it practical to march over to the manager and request that the same cashier and bagger check you out each time? Of course it's not. But that's what everybody wants us to do every time. They want us to make sure that 42 maids go to the same house every time. It's a tough, tough situation. And one that we don't know the answer to.

This is how it currently works. Let's say that you reserve a cleaning for your home every two weeks. Your home is assigned to a particular route, which has two employees assigned to it. In a perfect world, your home will get cleaned by the same two people every time. But this world isn't perfect. Especially the maid service world.

So, we're forced to send a replacement employee or team to your home. This replacement team will be educated about your home. They'll have comments from you, notes from previous cleanings, and a checklist designed for your home. So they're not walking into your home blind. They may have never been to your home, but they're equipped to clean it.

That's the best we can do right now. We know what you want. We know what you need.

Reality bites.

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