Wednesday, October 17, 2007
The Survey Says.....
A recent survey was conducted on our customer base to determine what the number one concern was when selecting a maid service. The results ranged from affordability to dependability.
Now we like to tout our strengths pretty loudly here. We like to tell people that you should select us because we'll show up on time every time. We like to tell people that you should select us because of our pay for performance plan. Basically, we like to tell people that you should select us because we care more about making you happy than any other cleaning company.
And that's all fine and good. But that's not what most of you really want. All you really want is consistency. So that raises an interesting question.
How can we better provide a more consistent cleaning? The challenges are obvious. We employ people and people aren't consistent in nature. Of course, doctors are consistent. Even a fast food restaurant is relatively consistent (that's why you go to them). And each of these industries employ people. People just like our people.
In my mind, it all boils down to this...consistency is the result of superb training and constant motivation.
So our job is create a better training program. Of course, this is easier said than done. Your house is a challenge. It's big. It's different every time. And it contains hundreds of little areas for us to screw up in. We already have an adequate training program. But maybe it needs to be refurbished. We'll be working on that in the coming months. And when we're finished, we'll detail our plan here.
The second tool that we can use to create consistency is employee motivation. Three words: pay for performance. We think that our pay for performance plan speaks for itself. You get paid based on your work ethic in our company. Our customers' satisfaction level ultimately determines our employees' compensation level. We're the pioneers in this field. We started it and now people are following our lead. It works. And it's obvious why. Money talks.
So, our job is to better train our employees. Stay tuned for our plan....