Thursday, May 17, 2007

On Firing TwoMaids


We posted an article describing the reasons people fire their maid a few weeks ago. The reasons still hold true. But we get fired for three other reasons.

1. You found someone cheaper.
Most of our customers come to us from other maid services. They come to us because they're sick and tired of the amateur hour. They want someone professional. They want to pay us and be done with it. But something happens along the way. They get used to us. They forget that their other maid canceled all the time. They forget that their other maid showed up late time after time. And they forget that their other maid kept making the same mistakes over and over again.

All you know is that you've been pretty happy for the last 11 or 12 months. If we can do it, so can someone else. You figure that you must have had bad luck with your other maid. So you pick up that flier on the mailbox and you call to schedule service. After all, you're saving $15 per visit. And then we get fired.

2. You're sick and tired of us making mistakes.
But wait a minute. We just said that customers hire us because they're sick and tired of their maid making the same mistakes over and over again. That's still true. That is one of the biggest reasons customers hire us.

But we get fired for this same reason. The reason is because we never hear about the mistakes. Our business is centered around the pay for performance plan. Customer feedback is the backbone of our success. Without it, we're just like any other maid service. And that's what we become when you don't talk to us. We become just another maid service.

So you decide that you're sick of the mistakes. And we're stunned. Because we've tried to talk to you for weeks. But we didn't hear anything. So we assumed that you were happy. Of course, your response is that you didn't want to get anybody in trouble. And the last thing that you wanted to do is cause someone to earn less money.

Feedback is important. Without it, we're just anybody else. So you might as well go ahead and fire us if you don't plan on talking to us about your satisfaction level.

3. You think that we should be cleaning your house better
You're talking to us on a regular basis. And we're documenting every single mistake. But the work that we're performing isn't up to your expectations. In your mind, all these little mistakes are ridiculous. A professional cleaning company shouldn't be making mistakes. After all, professional means better than the average person.

But the reality is that we are not better than you. For the most part, you're going to clean your house better than us. It's a fact. Our employees are paid to clean your house. And they want to make you happy. But you live in your house. Every day, every minute. You're invested in that house. And you care about it a whole lot more than we do. That's human nature.

Accountants know more about taxes than the average person. Attorneys know more about law than the average person. But a professional housecleaner does not clean your home any better than you can clean your home. But that's what you're wanting from your maid. So you decide to keep looking. And then you fire us.

1 comment:

  1. I'd add that just the professional status of a lawyer or accountant does not mean he/she will be as diligent with your case/taxes as he/she would be with his/her own.
    Feedback is so important, as it allows a company to fix the problems.
    And while clients don't want to complain because someone might lose money under the pay-for-performance plan, what happens when they just stop using your service?
    People lose money.

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