Monday, March 19, 2007

Controlled Chaos

There's a duck out there in a lake right now. It's floating gracefully. But it's paddling like crazy underneath the surface of the water. That's what it has to do just to stay afloat. And that's we do every day. We paddle like crazy just to stay afloat.

We clean anywhere from 45-55 houses per day. We staff nearly 50 employees every day. And we talk to about 100 people per day. And it's our goal to never let any of you know that we're busting our butt to pull it off every day.

Controlled chaos is the best way to describe a day in the life of maid service business. Take this for example....

It's 8:00 in the morning. You've got nine teams scheduled to clean 25 houses. You need to at least 18 employees to pull it off. But only 16 employees show up. At the same time, one of your employees tells you that she needs to be off by 2:00 PM. Meanwhile, one of your customers from yesterday has just called and wants to talk about some mistakes made during the cleaning. And if it wasn't bad enough, one of your customers for today left a message overnight that she needs to get her home cleaned later in the afternoon rather than first thing this morning.

Now this example may sound extreme. But it's absolutely true. So true that it happened just last week. And the week before that. And the week before that too. It happens all the time. Just a different day and time.

But our customers never know it. Our customers never know that we're pulling our hair out just to make everything work right. And that's they way it should be.

Look pretty floating. But paddle like crazy to make sure that you keep looking pretty.

1 comment:

  1. Anonymous7:16 PM

    I own a residential cleaning biz too, and I enjoy reading your blog!!! I would like to invie you to visit Global Cleaning Association's bulletin boards if you haven't already. Anyway, good luck to you in your biz and please stay in Florida. I don't need anymore competition in my state.