Complete Program Course Curriculum

WARNING:  

THIS OUTLINE IS NOT BRIEF

BUT

SPENDING 15 MINUTES HERE

COULD LEAD TO SAVING YEARS OF TRIAL AND ERROR

AND

ADD THOUSANDS OF DOLLARS TO YOUR BOTTOM LINE.

 

The program is broken into 4 parts and 37 sessions on 4 CDs To go to a selected part, click on the title below
Part 1 - CD 1	Getting Started RIGHT!
Part 2 - CD 2	Professional House Cleaning Tutorial
Part 3 - CD 3	The 3Rs of Employee Development
Part 4 - CD 4	The 4Ps of Client Development

CD 1:  Getting Started Right

Get Your Business off on the Right Foot

"A business plan is a roadmap for the business – a document that provides vision, goals and benchmarking. It creates momentum and also provides an opportunity for a reality check – what worked last year, where the gaps are, and what next year is going to look like." Louise Woodbury from business planning company, Quantum Dynamics believes that business planning is important because it provides focus, guidance, commitment.

In this part of the program we discuss your options for choosing a business entity, such as forming a C-Corporation, and S-Corporation, a Limited Liability Company (LLC), a partnership or a sole proprietorship.  Where and how to apply for your various permits and such things as, for example, your option for getting around residential zoning restrictions if you're planning to start the business from your home.

We also include a 46 point pre-opening checklist, which includes a discussion of considerations if you're opening a commercial office from which to run your business (and, even if you're not doing so immediately, you will sooner than later want to do so).

The most important portion of this segment is a detailed discussion of how to go about creating your personal business plan.  Neglect in this area is what gets a lot of business owners in trouble down the road.  The fact is that many of those who do make the effort to develop a business plan do so on facts and figures seemingly pulled from a hat; they do so without any historic factual base on which to base their assumptions.  We provide a model business plan based on relevant assumptions from experience.  This is an ideal template to help you in creating your own, personal business plan by providing you guidelines on which to base your assumptions.  Even if you're already established in business, if you don't have a current business plan, this portion of the program could prove invaluable to your ability to take your business to the next step.

Click on any title to preview the content of that particular session:

Session 1:  CHOOSING A BUSINESS ENTITY Run time: 17 minutes
Session 2:  Pre-Opening Checklist Run time: 29 minutes
Session 3:  Your Chart of Accounts Run time: 22 minutes
Session 4:  Your Business Plan Run time 22 minutes

Back to top of page
Order Now
 

CD 2: Professional House Cleaning Tutorial

Train Your Employees to be True Professionals

Many entrepreneurs seem to view employee training and development as more optional than essential...a viewpoint that can be costly to both short-term profits and long-term progress. Paul Sarvadi Entrepreneur Magazine

This portion of the course is intended to teach all of your employees how to clean professionally using effective and efficient products and techniques.  This CD ROM consists of 6 narrated PowerPoint lessons, each of which is followed by an interactive Quiz.  If the employee answers a question correctly, a bell will sound.  If the answer is incorrect, a buzzer will sound.

Also on this CD is a 61-page manual you can print out for each employee.  The manual has two additional chapters, including one specifically for team leaders.  A handy reference tool for new employees are six training handouts (here's an example of one handout) which can be laminated and referred to on the job.

This training tool is not intended to replace on-the-job training, but rather as a supplement.  It helps to teach all of your employees to perform each task in a consistent manner, and consistency is absolutely critical in maintaining quality control.  And consistency and quality are essential to client satisfaction and a long-term relationship with your customers.

Click on any title to preview the content of that particular session:

Session 1:  BATHROOM CLEANING (Run Time: 15 Minutes, plus Quiz)
Session 2:  KITCHEN CLEANING (Run Time: 15 Minutes, plus Quiz)
Session 3:  DUSTING AND POLISHING (Run Time: 18 Minutes, plus Quiz)
Session 4:  VACUUMING (Run Time: 11 Minutes, plus Quiz)
Session 5:  SPECIAL PROJECT CLEANING (Run Time: 7 Minutes, plus Quiz)
Session 6:  PROFESSIONAL WINDOW WASHING (Run Time: 5 Minutes, plus Quiz)

Back to top of page
Order Now

CD 3: THE 3Rs OF EMPLOYEE DEVELOPMENT

Human Resource Management -- Learn to be a Pro.

"Over the years I have had the duty of hiring, firing, and supervising our  production framing company's employees. I have also found that the key to any healthy company is having good, reliable employees. Finding and handling them properly makes it much more likely to make your business strong, efficient, and profitable."   Jason Dittelman is the owner of Crestar Manufacturing, a production framing facility in East Greenwich, RI.

Most people considering going into the house cleaning business tend to think their biggest challenge will be getting clients.  However, the bigger challenge in this industry is recruiting, managing and retaining good employees.  As Mr. Ditttelman said in the above excerpts from an article he wrote, "Finding and handling them properly makes it much more likely to make your business strong, efficient, and profitable."

Employee turnover in the residential cleaning industry tends to run between 300% and 400% annually.  This kind of employee attrition is unacceptable if you are to grow a large and successful business.  It does not have to be that way.  Successful cleaning business owners can boast of having a large staff of workers who have been with them for years and years; five, ten, twelve years and longer.

Very few small business owners have any training or experience in human resource management.  Their first mistake is during the recruiting process.  Run a help wanted ad.  Invite all respondents to come in for an interview.  Conduct a brief chat.  If their gut instinct (or desperation to find a warm body to fill a vacancy), offer the job.  Send them out to clean houses with minimal training.  This is a recipe for disaster.

Your success or failure in Human Resource Management begins with finding and selecting the employment candidates with the highest potential for success and tenure on the job.  This course teaches you how to become an expert at this task by using a quantifiable, 5-step selection process during the recruiting phase.  You simply rely on all the "numbers" adding up, rather than relying on instinct or gut feelings. 

In total, this part of the House Cleaning Biz 101 course consists of 17 critical sessions totaling a combined 6 hours of information you won't find anywhere else.  This part of our program alone is worth more than the entire course altogether.  In fact, back in 1995 I paid $25,000 to a Human Resource Consultant for his input into helping us put this part of the program together.
 

Click on any title to preview the content of that particular session:

Session 1:  THE 3Rs MODEL (Run Time: 7 Minutes)
Session 2:  RECRUIT TO WIN (Run Time: Approximately 26 Minutes)
Session 3:  CONDUCTING THE PHONE INTERVIEW (Run Time: Approximately 21 Minutes)
Session 4:  THE APPLICATION AND INTERVIEW (Run Time: Approximately 28 Minutes)
Session 5:  REFERENCE AND BACKGROUND CHECKS (Run Time: Approximately 24 Minutes)
Session 6:  THE HIRING DECISION (Run Time: Approximately 11 Minutes)
Session 7:  ORIENTATION FOR THE NEW HIRE (Run Time: Approximately 20 Minutes)
Session 8:  TRAINING -- THE NEVER ENDING PROCESS (Run Time Approximately 37 Minutes)

Session 9:  COMPENSATION (Run Time: Approximately 29 Minutes)
Session 10:  TEAM COMPOSITION (Run Time: Approximately 10 Minutes)
Session 11:  TEAM LEADERS (Run Time: Approximately 14 Minutes)
Session 12:  EFFECTIVE PERFORMANCE REVIEWS (Run Time: Approximately 16 Minutes)

Session 13:  OFFICE, AUTOS & EMPLOYEES (Run Time: Approximately 11 Minutes)
Session 14:  THEFT AND DAMAGE (Run Time: Approximately 25 Minutes)
Session 15:  ILLNESS & INJURY PREVENTION (Run Time: Approximately 22 Minutes)
Session 16:  IT’S THE LAW! (Run Time: Approximately 17 Minutes)
Session 17:  MEETINGS & EMPLOYEE RELATIONS (Run Time: Approximately 40 Minutes)
 

Back to top of page
Order Now

 

CD 4: THE 4Ps OF CLIENT DEVELOPMENT

Become your market's dominant house cleaning service!

"He who whispers down a well About the goods lie has to sell   Will never reap the golden dollars Like he who shows them round and hollers."   Author unknown

We all know that just because someone builds a better mouse trap, people won't buy it if they don't know about it.  Effective and efficient marketing and advertising is key to your success in this -- and any other business for that matter.

People often ask me, what advertising media works, what doesn't?  The fact is, it all works and that's not the question that should be asked.  The question should be, what is the most effective and efficient media for me and my business right now?  For example, the electronic media -- radio and television -- are powerful advertising media. 

Over the years I have spent hundreds of thousands of dollars on radio and TV advertising and generated millions of dollars in sales.  But even if you could afford this media, I can tell you that in most markets it would not be an efficient way to advertise your service.  In fact, while we look at the various options open to you for advertising your cleaning business in session 5 of this part of the course, we don't even address radio or television as an option.  In fact, one of the least costly advertising methods has proven to be the best for businesses in this industry.  Don't waste buckets of money trying to figure it out on your own when we've already done that for you.

But advertising is only part of the marketing mix.  There are four primary elements in marketing.  Promotion (advertising) is one of them.  Another one is Pricing, an area that is the Achilles Heel of most house cleaning services.  We'll address all of the elements necessary for your overall marketing efforts to help you become your market's premier residential house cleaning service. 

Click on any title to preview the content of that particular session:

Session 1:  THE 4Ps OF MARKETING (Run Time: 13 Minutes)
Session 2:  PRICING FOR PROFIT (Run Time: 27 Minutes)
Session 3:  ESTABLISHING THE PRICE (Run Time: 30 Minutes)
Session 4:  SCHEDULING (Run Time: 23 Minutes)
Session 5:  YOUR ADVERTISING OPTIONS (Run Time: 54 Minutes)
Session 6:  A WORD ABOUT PUBLIC RELATIONS (Run Time: 9 Minutes)
Session 7:  TELEPHONE TECHNIQUE (Run Time: 16 Minutes)
Session 8:  IN-HOME PRESENTATION (Run Time: 11 Minutes)
Session 9:  NURTURING YOUR CLIENTS (Run Time: 26 Minutes)
Session 10:  YOUR MARKETING PLAN (Run Time: 15 Minutes)

 

Back to top of page
Order Now
 

CHOOSING A BUSINESS ENTITY
Your “Business Entity” is the structure under which you will conduct your company. There are advantages and drawbacks to each of the alternatives from which you can choose to operate your business. Even if you’re already in business, depending on your situation, you many want to consider changing the form of business entity under which your business is being conducted.
In this session, you will learn:

• How to obtain a “DBA” (which stands for “Doing Business As”, which will be your company’s name).

• What’s involved in forming a “sole proprietorship”.

• Advantages and disadvantages of a sole proprietorship.

• The difference between a sole proprietorship and a “partnership”.

• What you need to consider before choosing to form a partnership.
  The pros and cons of a partnership business.

• The difference between a “C Corporation” and a “Subchapter–S Corporation”.

• Why forming a Sub-Chapter-S Corporation may be a good choice.

• How a Limited Liability Company (LLC) differentiates from a Corporation.

• How forming a Corporation or LLC can protect your personal assets.

• How you can save several hundred dollars on the cost of incorporating or forming an LLC.

• Hyperlinks to online incorporation and LLC resources
   

Back to top of page
Order Now
 

PRE-OPENING CHECKLIST
Before opening for business there are several activities you need to take care of. This session will help you identify, organize and prioritize these activities.
In this section you will learn:

• What an EIN is and how to obtain one.

• What you’ll need to open a business bank account.
  What type of licenses and permits you’re going to need, and how and where to obtain them

• An inexpensive alternative to renting physical office if you plan to start the business from your home in a community that will not grant a business license at residential addresses.

• What you need to consider if and when you’re ready to lease commercial office space from which you will operate your business, including tips on negotiating the lease.

• The type and amount of insurance coverage you’ll require.
  How and why you need to obtain information on other cleaning companies in your market.

• The furniture, office equipment, communication, software, printing, and cleaning supplies and equipment you’re going to need for your business.

• Hyperlink to State Departments of Insurance

PLUS: This Session contains printable PDF documents as follows:

• 46-Point Pre-Launch Checklist and Action Plan

• Competitive Survey Report Form

• Media Rate/Circulation Data Form

• Client Control Form

• Team Work Schedule Form

• Sample Client Invoice

• Employee Confidentiality Agreement (an important document that would cost you $300 to $500 to have an attorney draft on your behalf)

• Illustrated Cleaning Equipment & Supplies Checklist (with a hyperlink to a one-stop source for just about everything you’ll need).

• Furniture & Equipment Checklist
   

Back to top of page
Order Now

 

YOUR CHART OF ACCOUNTS
If you’re like most entrepreneurs, accounting is probably your least favorite subject: “Let somebody else do the numbers crunching; let me run the business.” However, not paying attention to the numbers is often the reason many small businesses run into trouble.
Whether you use accounting software, the old-fashioned manual method, or a bookkeeping service, we provide you with a standard Chart of Accounts for various assets and liabilities on your Balance Sheet and income and expense items on your Profit & Loss Statement.
 

In this section you will learn:

• What “Capital Expense” items are and on what basis they may be expensed

• (amortized) in accordance with IRS guidelines for income tax purposes.

• What items will appear on your Balance Sheet as “Current Assets.”

• What items will appear on your Balance Sheet as “Fixed Assets.”

• What items will appear on your Balance Sheet as “Current Liabilities.”

• What items will appear on your Balance Sheet as “Long Term Liabilities.”

• How to determine your company’s current Net Worth, or “Equity.”

• How to set up your Chart of Accounts for your Profit & Loss Statement (P&L).

• Why it’s important to identify sources of income on your P&L.

• Hyperlink to recommended accounting software and tour/demonstration
   

PLUS this session includes the following printable PDF documents:.

• Sample Chart of Accounts

• Sample Balance Sheet.

• Sample Profit & Loss Statement
   

Back to top of page
Order Now

 

YOUR BUSINESS PLAN
This session is MUST reviewing even if you’re already operating a cleaning business. While most people think that a formal business plan is only used for obtaining borrowed money or investment dollars, that thinking is incorrect. Taking the time and effort to create a formal, written business plan is the only way to solidify in your mind where you want the business to be. The process forces you to think through your goals and strategies for achieving those objectives. It’s the roadmap for your journey to success.
 

In this section you will learn:

• Why you really need a business plan, even if you don’t intend to use it to borrow money or raise investment capital.

• The various elements that need to be included in your business plan, including:

  • The Executive Summary: a brief overview of the entire business plan;

  • The Market: who your market is and what the potential is from that market;

  • What your Competitive Advantages are;

  • What Marketing Strategies you will employ to generate prospects;

  • What Sales Strategies you intend to use to convert prospects into clients;

  • Your Sales Forecast for the first three years, and the assumptions behind the forecast;

  • Your Personnel Plan: when and how many people you will need as your business grows;

  • Milestones that will serve as “way points” or stepping stones on the progress of your plan;

  • Your detailed Financial Plan; your Pro Forma Profit & Loss Statement projected out over the first three years;

  • Your Specific Objectives: goals that can be measured in quantifiable terms;

  • The Keys to Success: what specifically will be required to meet your objectives.

PLUS

• Hyperlink to recommended Business Plan software (take the guided tour)

• Hyperlink to recommended Mailing List site to obtain FREE demographic

• information on YOUR specific market.

• A printable sample Business Plan you can use as a model for creating your own personal document.
   

Back to top of page
Click here to order this CD or the complete course
 

PROFESSIONAL BATHROOM CLEANING
This lesson provides step-by-step narrated text on the proper techniques for cleaning bathrooms proficiently and efficiently. This is an excellent aid to use as an adjunct in both orienting and training employees, particularly when used in conjunction with the accompanying supplemental handbook and on-the-job training. At the conclusion of the lesson the employee can take a brief Quiz to test how much he or she has retained from this lesson. Depending on whether the employee has answered each question correctly or incorrectly, a bell or buzzer will sound, respectively.
 

In this lesson your employees will learn:

• What tools and cleaning supplies are used in cleaning the bathroom.

• The six cardinal rules to remember when cleaning the bathroom.

• What special steps are required when cleaning the bathroom on the very first visit.

• The best and most efficient method of cleaning shower walls.

• How to clean those difficult shower doors and runners.

• The best way to clean the bathtub, sink and toilet.

• Cleaning mirrors streak-free.

• Checking for cobwebs and fingerprints.

• Dealing with towel racks and other bathroom fixtures.

• Cleaning the medicine cabinet and counter tops.

• The efficient way to wash walls, ceilings and floors.
   

PLUS the following PDF documents

• Supplementary training handout

• Illustrated equipment and supplies checklist
   

Back to top of page
Order Now

 

PROFESSIONAL KITCHEN CLEANING
This lesson provides step-by-step narrated text on the proper techniques for cleaning kitchens proficiently and efficiently. This is an excellent aid to use as an adjunct in both orienting and training employees, particularly when used in conjunction with the accompanying supplemental handbook and on-the-job training. At the conclusion of the lesson the employee can take a brief Quiz to test how much he or she has retained from this lesson. Depending on whether the employee has answered each question correctly or incorrectly, a bell or buzzer will sound, respectively.
.

In this lesson your employees will learn:

• What tools and cleaning supplies are used in cleaning the kitchen

• The six cardinal rules to remember when cleaning the kitchen

• What special steps are required when cleaning the kitchen on the very first visit

• The most efficient, time-saving but proficient kitchen cleaning routine

• How to deal with those tough kitchen countertop problems

• Paying attention to glass, mirrors, doorways, open shelves and switch plates

• Cleaning the refrigerator

• Cleaning the stove, including hood, stove top (both electric and gas), stove front, oven door and oven)

• Countertop appliances The sink area

• Cleaning the kitchen floor
   

PLUS the following PDF documents

• Supplementary training handout

• Illustrated equipment and supplies checklist
   

Back to top of page
Order Now

 

DUSTING AND POLISHING
This lesson provides step-by-step narrated text on the proper techniques for dusting and polishing proficiently and efficiently. This is an excellent aid to use as an adjunct in both orienting and training employees, particularly when used in conjunction with the accompanying supplemental handbook and on-the-job training. At the conclusion of the lesson the employee can take a brief Quiz to test how much he or she has retained from this lesson. Depending on whether the employee has answered each question correctly or incorrectly, a bell or buzzer will sound, respectively.
 

In this lesson your employees will learn:

• What tools and cleaning supplies are used in dusting and polishing

• The six cardinal rules to remember when dusting and polishing

• Important information about the feather duster

• How to manage cleaning cloths during the dusting and polishing process

• Special requirements on a first-time cleaning visit

• Cobwebs, fingerprints and wall marks

• Dusting pictures and cleaning mirrors

• Dusting and polishing the coffee and end tables, dining room table and chairs, mirror-top buffet (bar) and hutch

• Cleaning leather and Naugahyde sofas and chairs

• Cleaning upholstered furniture that may not need vacuuming

• Dusting bookshelves

• Dusting drapes, window frames and blinds

• The TV, VCR, CD and DVD players and stereo

• “Rotation” cleaning

• “Visuals” and those things most often overlooked by cleaners when dusting and polishing
   

PLUS the following PDF documents

• Supplementary training handout

• Illustrated equipment and supplies checklist
   

Back to top of page
Order Now

 

VACUUMING
This lesson provides step-by-step narrated text on the proper techniques for vacuuming proficiently and efficiently. This is an excellent aid to use as an adjunct in both orienting and training employees, particularly when used in conjunction with the accompanying supplemental handbook and on-the-job training. At the conclusion of the lesson the employee can take a brief Quiz to test how much he or she has retained from this lesson. Depending on whether the employee has answered each question correctly or incorrectly, a bell or buzzer will sound, respectively.

 In this lesson your employees will learn:

• Setup and getting started for best the vacuuming efficiency

• Special requirements for vacuuming on a first-time cleaning

• Vacuuming hard floor surfaces

• Vacuuming carpeted floor areas

• Vacuuming throw rugs

• Vacuuming stairs

• Vacuuming furniture

• “Edging” and air vents

• Vacuuming drapery

• A word about moving furniture

PLUS the following PDF documents

• Supplementary training handout

• Illustrated equipment and supplies checklist
   

Back to top of page
Order Now

 

SPECIAL PROJECTS
This lesson provides step-by-step narrated text on the proper techniques for special cleaning projects. This is an excellent aid to use as an adjunct in both orienting and training employees, particularly when used in conjunction with the accompanying supplemental handbook and on-the-job training. At the conclusion of the lesson the employee can take a brief Quiz to test how much he or she has retained from this lesson. Depending on whether the employee has answered each question correctly or incorrectly, a bell or buzzer will sound, respectively.
.

In this lesson your employees will learn:

• What “special projects” are

• The most effective and efficient way to clean the oven

• The best way to clean the inside of the refrigerator

• The best and most time-saving method of cleaning chandeliers
   

PLUS the following PDF documents

• Supplementary training handout

• Equipment and supplies checklist
   

Back to top of page
Order Now

 

PROFESSIONAL WINDOW WASHING
This lesson provides step-by-step narrated text on the proper techniques for professional window washing. This is an excellent aid to use as an adjunct in both orienting and training employees, particularly when used in conjunction with the accompanying supplemental handbook and on-the-job training. At the conclusion of the lesson the employee can take a brief Quiz to test how much he or she has retained from this lesson. Depending on whether the employee has answered each question correctly or incorrectly, a bell or buzzer will sound, respectively.
 

In this lesson your employees will learn:

• The tools and equipment needed to get professional results

• Professional window cleaning procedures

• Tips used by the pros

PLUS the following PDF documents

• Supplementary training handout

• Illustrated equipment and supplies checklist
   

Back to top of page
Click here to order this CD or the complete course
 

THE 3Rs MODEL
This session gives you an overview of the basis on which the 3Rs Model of human resource management is designed. Very few small businesses employ a systematic process to their human resource challenges. The practice is almost non-existent in the cleaning industry. The 3Rs Model is based on a proven, eight-step process to attract, select, hire, train, manage and retain good employees. If you’re already in business, you know that the biggest challenge is not getting and keeping clients; it’s recruiting and retaining a work force. This session delves into the need to use a proven, scientific system to win at this game.
 

In this section you will learn:

• The need for a human resource management success strategy

• Factors in the labor force playing field that effect recruiting and retention

• The two critical ingredients that successful companies use

• The eight sequential steps of the 3Rs Model
   

Back to top of page
Order Now
 

RECRUIT TO WIN
A crucial element in your hiring and retention strategy is to have a clear picture in your mind of the type of employee who will have the highest probability for success on the job — your success and the success of your employee. Recruiting and hiring must be seen as a game. A game where the successful outcome is a win-win relationship between the employer and the employee.

You can hire people for the wrong reason (I just need a "body" to fill out this team), and people can take the job for the wrong reason (I just need any "job" to meet some expenses), and it may work out for awhile. But eventually, and sooner than later, problems will arise which reveal the nature of the lose-lose relationship that has been established.
 

In this section you will learn:

• How to develop a profile of the ideal candidate for the job

• The common characteristics of a “successful” house cleaning employee as determined by a national survey of house cleaning employees

• The Top Ten reasons given by house cleaning employees for satisfaction with their job

• Help Wanted advertising hints and examples

• How to use your Web site to attract employees

• The best time to look for employees

• Your recruiting campaign strategy

• The importance of “recruiting record keeping”

• Establishing a recruiting budget

• The dual purpose of your advertising copy

• About the “Employee Selection System”

PLUS the following printable PDF documents:

• Sample Web site recruiting page

• Sample Web site Online Application

• Sample Help Wanted recruiting brochure
   

Back to top of page
Order Now

 

CONDUCTING THE PHONE INTERVIEW
The copy in your recruitment ad should have provided enough information to screen out those who would not be a good match for the job. Some candidates will read the ad and know they’re not a good fit, and others will not think about the job requirements and simply call your number. It will now be your job during that phone contact to help the caller and yourself determine if you should invest the time to go through the interview and application process.
 

In this section you will learn:

• What your goal on the phone should be when an individual responds to your advertising

• How to use the telephone response as your first “screen” of the candidate

• The 5 parts of the telephone screen interview, and how to use them to quantify the candidate’s possible “fit” for the job

• Specific questions to ask with respect to “Fact Finding” and “Background” information on the candidate

• The three areas of evaluation on which you will assign ratings scores

• How to score the Caller Evaluation Sheet to determine whether or not to invite the candidate in for an interview

• The mechanics of the rating system that will objectively identify “perfect”, “good”, and “minimal” candidates and also those who should be considered a poor fit for the job (so as not to waste your time, or the candidate’s, by proceeding to the interview stage)
   

PLUS the following printable PDF documents:

• Phone Interview Screen and Evaluation Form

• Hiring Interview Log
   

Back to top of page
Order Now

 

THE APPLICATION AND PERSONAL INTERVIEW
You may have conducted many successful interviews in the past and have your “own way” of doing things. By putting a common structure in place for each interview you can begin to quantify these events and become more consistent and “scientific” in your approach. You have begun this more structured style in the way you conducted and scored the phone interview. Now in Steps 2 and 3 you’ll use the APPLICATION, your INTERVIEW GUIDE and the evaluation scale on each step to evaluate the candidate.
 

In this section you will learn:
 

• How to properly prepare for the personal interview step

• Questions that you may and may not ask on the Employment Application or during the personal interview – you’ll be surprised at how easy it is to run afoul of the law

• How to use and evaluate the Employment Application

• The three Behavioral-Based Questions you need to ask during the personal

• interview and how to objectively evaluate the candidate’s responses

• How to score the Application and Personal Interview Evaluation Sheet to determine whether or not to move on to Steps 4 and 5 in the Selection Process.
   

PLUS the following printable PDF documents:

• Application form (custom-designed, 30-point application for house cleaning employment)

• Personal Interview Evaluation Form

• Cleaning team member job description

• Authorization for Release of Information Form
   

Back to top of page
Order Now


 

REFERENCE AND BACKGROUND CHECKS
We’re now entering steps 4 and 5 of the 5-step selection process. By now you and the candidate should be at the stage where you both think that she and the job are a good fit. However, until you complete this very critical part of the process you are not in a position to make a job offer to the candidate.
 

In this section you will learn:

• “Green” and “red” flags to be on the lookout for when checking employment references

• How to use the Employment Reference Checklist to get the information you need from prior employers

• How to score and evaluate the Employment Checklist and Questionnaire

• Ten questions to ask Personal References to obtain meaningful information on the candidate

• Information you need to obtain to conduct a criminal history background check

• How and where to obtain criminal history information

• Why you need to obtain a driver’s license background check and how and where to obtain this information
   

PLUS the following printable PDF documents:

• Employment Reference Report Worksheet

• Employment Reference Questionnaire and Checklist

• Personal Reference Questionnaire
   

Back to top of page
Order Now


 

THE HIRING DECISION
You’ve now reached decision time. You’ve taken all the steps necessary to help you make a measured and objective decision. Most of the time you’ll have made your decision by this point. However, when you have one position to fill and more than one candidate who has proceeded to this point in the selection process, you can use an objective rating system to help you make the right choice.
 

In this section you will learn:

• How to use the “Cumulative Decision Maker” worksheet

• The importance of the timing sequence of the hiring decision process

• Why you need to obtain third-party reports expediently

• How to prepare the applicant for acceptance or rejection

• Making the job offer
   

PLUS the following printable PDF documents:

• The Cumulative Decision Maker Worksheet
   

Back to top of page
Order Now


 

ORIENTATION FOR THE NEW HIRE
Now the real work of getting your new employee ready for success on the job begins. Proper orientation will set the stage for getting your new hire in the right frame of mind for wanting to succeed at her new job.
 

In this section you will learn:

• Setting the stage for starting your new hire out on the right foot

• The First-Day Arrival Time Schedule

• The Orientation Outline, Materials and Procedures

• Why you need to keep the first day brief

• How to proceed if you’re starting more than one new person at the same time
   

PLUS the following printable PDF documents:

• EMPLOYEE COMPANY POLICY HANDBOOK

• New Employee Information Form

• Employee Change of Information Form

• IRS W-4 Form

• INS I-9 Form

• Cleaning Team Member Job Description

• Employee Acknowledgement Form

• Request for Leave of Absence Form

• Request for Time Off Form

• Record of Verbal Warning to Employee Form

• Employee Notice of Deficiency Form

• Attendance Record Form

• Team Member Performance Review Form

• Training Review Report Form
   

Back to top of page
Order Now


 

TRAINING: THE NEVER ENDING PROCESS
It’s important to think of training as something that goes on forever, as long as the employee stays on the job. Basically, you will be conducting two levels of training with your new employee:

• Initial Training

• Follow Up Training
   

Beware of the trap that is easy to stumble into: Training Complacency. “I don’t have time for training,” isn’t something you want to hear yourself saying. Adequate initial and follow-up training is the very foundation of your business. The “vehicle” on which your business moves is satisfying the housecleaning needs of your clients. However, your “product” is your people, whose mission is to satisfy the cleaning needs of those clients.
 

In this section you will learn:

• That your “product” is your “people” – and the “People Manufacturing Process”

• The three types of training

• The 8 primary technical habits to be ingrained in your employees

• The 8 primary behavioral habits to be ingrained in your employees

• Pacing the training in accordance with the trainee’s adeptness

• How to use the “What, Why and How” training technique to improve the training process

• Keeping the training on track

• Testing the trainees’ comprehension

• The training sequence and factors that can influence the sequence

• Cross training, but; same person on the same job

• How to conduct effective training reviews

• How to use the Training Review Report to evaluate progress

• How to rate the quality of the training and the person doing the training
   

PLUS the following printable PDF documents:

• The Training Review Report

• Training Review Report Rating Guide
   

Back to top of page
Order Now

 

COMPENSATION
Compensation is an important element in your ability to attract and retain employees. If you offer or pay too little, you won’t attract or retain good help. Conversely, if you offer more than you can realistically afford to pay, you will be forced to go out of business by trying to pay higher wages than the business can support.
 

In this section you will learn:

• Factors that influence compensation

• What is a “competitive wage”?

• Various compensation alternatives

• The ideal compensation method

• Payroll record keeping
   

PLUS the following printable PDF documents:

• Daily Team Record

• Individual Weekly Revenue Share Summary

• Individual Weekly Hourly Payroll Summary

• Employee Wage and Payroll Summary

• Record of Labor Expense and Payroll Tax Summary
   

Back to top of page
Order Now

 

TEAM COMPOSITION
What is the ideal composition of a team? Is the ideal number of team members two people, three people, or perhaps four? Why not just send one person out on the job instead of composing teams of people? Don’t people trip over one another when they’re cleaning a home together?
 

The model we recommend is based on a team of three, consisting of one person whose primary responsibility is cleaning bathrooms (the “Bathroom Person”), a second person whose primary assignment is cleaning the kitchen (the “Kitchen Person”), and a third whose main responsibility is to oversee the other two team members and take the lead in the dusting and vacuuming (the “Team Leader”).
 

In this section you will learn:

• Why not just use individual house cleaners?

• Factors that influence team composition

• The “2 versus 3-Team Member” debate

• Four good reasons for three-person teams

• What the drawbacks are
   

PLUS the following printable PDF documents:

• Staff Roster Form
   

Back to top of page
Order Now


 

TEAM LEADERS
This session will define the role that your team leaders should play in your company. If you intend to grow your company into one that services 200, 300, 500 or more regular clients, you won’t be able to do it without cultivating good employees to become good team leaders.
 

In this section you will learn:

• The duties of the Team Leader

• What the qualifications are to serve as Team Leader

• How to select your team leaders

• Rating potential team leaders using the Potential Team Leader Worksheet

• Testing Team Leader candidates by trial

• Monitoring Team Leaders
   

PLUS the following printable PDF documents:

• Team Leader Job Description

• Potential Promotion to Team Leader Worksheet
   

Back to top of page
Order Now


 

CONDUCTING EFFECTIVE PERFORMANCE REVIEWS
Conducting regular performance reviews is another crucial element in your human resource management strategy. When well conducted, performance reviews will help increase tenure. How can performance reviews improve retention? A consistent finding in employee surveys has been that employees, who are learning, growing, and feel that they are making a contribution, stay on the same job longer. You have a chance to help associates learn, grow and become better contributors through performance counseling.
 

In this section you will learn:

• About the Performance Review

• Why you need to evaluate the “performance” – not the “person”

• How to use the Performance Evaluation Form

• The SMART model performance coaching system

• The importance of conducting “Exit Interviews” with employees who terminate

• Using exit interviews to improve tenure of remaining and future employees
   

PLUS the following printable PDF documents:

• Team Member Performance Review Form

• Team Leader Performance Review Form

• Training Review Report Form

• Performance Review SMART Model Coaching Guide

• Record of Verbal Warning to Employee Form

• Employee Notice of Deficiency Form

• Employee Separation Report

• Exit Interview Form
   

Back to top of page
Order Now


 

OFFICE, AUTOS & EMPLOYEES
We’re not going to talk about the legal zoning issues involved in operating a business from your home. This discussion will focus on the practical aspect of running your housecleaning business from your home versus operating from commercial office space, from the aspect of the potential impact on your human resource challenges. In this section, we’ll also discuss the issue of supplying company vehicles versus compensating employees for using their own cars.
 

In this section you will learn:

• The benefits and disadvantages of a home-based office

• How a “real” office can improve recruiting efforts

• A cost vs. benefits comparison of company vs. employee-supplied vehicles

• Why some companies provide vehicles to employees

• How to compensate employees for providing their own transportation

• The potential “real value” of providing company vehicles
   

Back to top of page
Order Now


 

THEFT AND DAMAGE
The telephone rings. It’s Mrs. Smith, and she’s not too happy. She tells you that she noticed her two-karat diamond ring missing shortly after the team was there last. Your heart skips about six beats. You hum and haw and stammer and tell Mrs. Smith you’ll look into it and get right back to her.  Now what do you do?
 

In this section you will learn:

• The subject of employee dishonesty
  Preventative measures you can take to discourage theft

• Evidence of why background checks are absolutely essential

• How to conduct an open discussion with your employees on this topic

• How to educate your clients to minimize problems

• What to do when you do “get that call” from a client

• How to handle the situation with your employees when a client reports something missing or stolen

• Rules to abide by when a client’s property is damaged while in your care, custody and control

• What to do when a client calls to report damage to his or her property

• How to handle disputed claims

• The types of insurance coverage you should have

• Eight specific questions to ask your insurance underwriter
   

PLUS the following printable PDF documents:

• Breakage and Damage Report
   

PLUS Internet hyperlinks to the following:

• Department of Insurance links for all 50 states

• Fingerprint station and fingerprint cards
   

Back to top of page
Order Now


 

INJURY & ILLNESS PREVENTION PROGRAM
The Federal Occupational Safety and Health Act of 1970 requires that all employers with more than 10 employees have an official Safety and Health Program in place. However, some states exceed the Federal requirements. For example, at least Alaska, California, Hawaii and Washington require that all employers have a Safety Program, regardless of size.
 

Legal requirements aside, it simply makes good business sense to implement a Safety Program. Business owners are used to taking risks in connection with day-to-day business decisions. Entrepreneurs are, by nature, risk takers. However, taking risks with the safety and well-being of your employees is not worth the gamble.
 

In this section you will learn:
 

• How just one lost work day due to injury could cost you a bundle

• The seven essential elements of a good safety program

• The importance of holding Safety Meetings

• Twenty-four Safety Meeting topics

• Information and Training Resources
   

PLUS the following printable PDF documents:

• First Aid Kit and Safety Equipment Checklist required by OSHA

• Custom Safety Program Handbook

• Directory of Approved Sources of OSHA-Funded Agencies
   

PLUS Internet hyperlink to the following:

• United States Directory of Workers Compensation Resources

• Listing of Local OSHA offices for all 50 states
   

Back to top of page
Order Now

 

IT’S THE LAW!
Bureaucracy is alive and well in America! Today’s business person — the employer — must not only be very good at dealing with Human Resources, and wearing a lot of other hats that go with the territory, but you also have to do all those things in compliance with Federal, State, County and City laws and ordinances.  Just keeping track of your legal requirements can be a big chore in itself.
 

This section will cover those areas you must pay particular attention to relative to your Human Resource Management Policies and Procedures:
 

In this section you will learn:

• Compliance with IRS regulations relating to federal and state income taxes and FICA

• Federal and State Unemployment Tax issues (FUTA and SUTA)

• How to avoid fines of $100 (up to $10,000 for repeat offenses) that can be incurred by failing to comply with INS laws on providing proof of eligibility of individuals to work in the United States

• Compliance with OSHA regulations

• What you need to know about THE AMERICANS WITH DISABILITIES ACT, THE CIVIL RIGHTS ACT, AGE DISCRIMINATION IN EMPLOYMENT ACT, THE EQUAL PAY ACT, THE FAIR LABOR STANDARDS ACT, and THE EMPLOYEE POLYGRAPH PROTECTION ACT

• Laws regulating how long you must keep various records on file

• Specific federal and state Posters you are required by law to display on your premises (failing to display one, in particular, could result in a $10,000 fine)
   

PLUS the following printable PDF documents:

• Personnel Records Retention Guide

• Full size copies of the 5 federally mandated Posters

• Specific state posting requirements
   

PLUS Internet hyperlink to the following:

• Federal and State Minimum Wage Standards
   

Back to top of page
Order Now

 

STAFF MEETINGS AND BUILDING ON EMPLOYEE RELATIONS
One activity that business owners tend to do, either too often or too seldom, is conduct staff meetings. Except for meetings held for training purposes, or to make special announcements, staff meetings held more often than once a week are probably held too often. Frequency of less than every two weeks is too seldom. We suggest that you religiously conduct a staff meeting every week, preferably early Monday morning prior to the start of the first workday of the week.
 

In this section you will learn:

• The purpose of weekly staff meetings

• Meeting preparation

• Sample Meeting Agendas

• Recognition & Rewards

• When and employee becomes a liability

• Managing crisis

• How to groom and compensate an assistant manager without breaking the bank

• How to continue to build on employee relations to improve morale, pride in workmanship, quality of work and tenure on the job
   

Back to top of page
Order Now


 

THE 4Ps OF MARKETING
To begin this discussion, we discuss the 4Ps of Marketing

PRODUCT
PRICE
POSITIONING
AND PROMOTION
 

In this section you will learn:

• What the Product you’re offering REALLY IS: The answer may surprise you

• That consumers don’t really buy “price”; they buy “value”

• How you “position” your company in the market place can determine the price you can charge for your service

• Why the lack of promotion by most of your competitors opens up an avenue of opportunity for you

• What activities fall under the “promotion” category
   

Back to top of page
Order Now

 

PRICING FOR PROFIT: THE POM=CP FORMULA
The cleaning price seems to be the Achilles Heel in the profitability of many, if not most, house cleaners. There seems to be no formula used at arriving at cleaning prices. If anything, house cleaners either shop the competition and then set prices to “underbid” their competitors, or establish arbitrary prices based on what the market will bear. Little thought goes into what it costs to provide the service they’re selling.
 

You ARE in business for yourself and you may choose any method you wish to determine what you charge for your service. However, we’re going to share what we feel is a very viable way of pricing for profit. We call it the POM=CP Formula
 

In this section you will learn:

• What elements go into the “P” part of the equation

• What elements go into the “O” part of the equation

• How the “M” part of the equation can virtually guarantee a predetermined profit on every cleaning job you do, provided the “P” and “O” portions are properly determined

• Detailed examples of how the POM=CP formula works

• Another look at the “Team Share” compensation method and why it helps make this formula work so well
   

PLUS an Internet hyperlink to the following Web site:

• United States Directory of Workers’ Compensation resources for all 50 states
   

Back to top of page
Order Now


 

ESTABLISHING THE PRICE
You now have a formula for pricing the job that allows for adequate compensation of your employees, factors in overhead expenses and provides for a predetermined level of profit for you and you business. What we’re going to be discussing in this session are all the elements that need to be considered in order to determine how much work is involved and the amount of time it will take to perform the work.
 

In this section you will learn:

• Two homes could be identical in size, layout and design but one could require far more time and effort to clean than the other

• There’s a big difference between “old” dirt and “new” dirt accumulations, and how to “look for” dirt when creating your estimate

• The difference between pricing a first-time or onetime cleaning and routine weekly, biweekly or monthly cleanings that follow

• The danger in under pricing or “low balling” your first-time cleaning price

• How to justify a higher first time or one time cleaning price to your prospective client

• The first steps in pricing the work

• Using your Cleaning Worksheet to come up with both the first-time and repetitive cleaning prices for your clients

• Factors that tend to increase the price of your regular, routine cleanings

• Factors that tend to make cleaning a home easier

• What to do if you price the job incorrectly

• Beyond the “numbers”
   

PLUS the following printable PDF document:

• Cleaning Worksheet
   

Back to top of page
Order Now

 

SCHEDULING
Inefficient scheduling of client cleanings will have a major negative impact on your overall efficiency. It makes absolutely no sense to fine tune the cleaning skills of your employees and then turn around and lose it all through inefficient scheduling of your clients.
 

In this section you will learn:

• An illustrated look at how inexpensive, off-the-shelf software ($40) can help you schedule more efficiently and prepare in advance for your cleaning consultation appointment

• How to establish the most efficient routing
  Why the order in which you clean for a group of clients on any given day is so critical to your bottom line and to employee morale

• Why you need to clean on days and times based on your cleaning schedule
  It’s important to know your teams’ schedule BEFORE visiting a prospective client

• Why you may need to schedule a client’s first-time cleaning on a day other than that which will become her regular cleaning day

• Options for fitting in first-time or onetime cleanings into a busy team’s schedule

• How to use a Map Grid in planning your advertising activities
   

PLUS the following Internet hyperlinks for:

• Sites offering software programs designed to help you schedule and manage your business
   

Back to top of page
Order Now

 

YOUR ADVERTISING OPTIONS
A solid investment in consistent, relatively intense advertising can get your business to a weekly sales volume and client base that would otherwise take many years to achieve through lesser efforts. Actually, attracting new housecleaning clients is the easier part of the equation (it is much more difficult to attract and keep good employees). It is basically a numbers game — the more advertising you do, the more clients you're going to attract — but it requires you to commit the necessary financial resources to make that happen. You are in a marketing-driven business.
 

In this section you will learn:

• What you can anticipate investing on advertising to obtain a client

• Factors affecting your “Client Acquisition Cost” (CAC)

• Door hangers: what they are, how effective they can be; and your options for using this method of advertising

• Factors that can influence the effectiveness of a door hanger campaign

• Direct mail: your options for using direct mail advertising, and how the direct mail compares with door hangers in terms of cost and results

• Information on mailing list companies, list costs and demographic features you can choose to obtain when selecting a list

• Web site marketing

• Information on “co-op” or “marriage" mailings where literature is distributed to homes in a “packet” with other advertising literature

• Factors affecting direct mail response rates

• Yellow Page advertising; what to consider about this media

• Factors affecting Yellow Page response rates

• Newspaper Inserts: what are they and are they worth considering?

• Classified newspaper advertising

• Newspaper Display advertising: what you MUST KNOW

• Factors influencing newspaper advertising response rates

• Cross promotion opportunities with other non-competing merchants in your market

• Referrals: how valuable they are and the best way to get them
   

PLUS the following printable PDF documents:

• NEVER CLEAN YOUR HOME AGAIN brochure

• Sample display newspaper ad

• Sample newspaper insert or flyer

• Sample Yellow Page ad

• Sample neighborhood flyer

• Sample Referral Post Card

• Sample referral solicitation letter
   

PLUS the following Internet links to:

• USPS Direct Mail 101 site

• Mailing list site (get free demographic information and household population numbers for your area) as well as cost figures for conducting a direct mail campaign

• Links to Web site developer directory

• Poly bag ideal for delivering door hangers
   

Back to top of page
Order Now


 

A WORD ABOUT PUBLIC RELATIONS
Have you ever wondered how local businesses and business people manage to get articles written about them in the newspaper? Do they pay for this publicity? Do readers pay attention to what’s written? You bet people pay attention, and it’s better than free advertising. Depending on the slant of the story and the way it’s written, it often comes across like a third party endorsement. So, how can you get in on some of this free publicity, too?
 

In this section you will learn:

• How to look for PR opportunities

• What business reporters and editors look for in Press Releases

• How to generate FREE publicity by doing good deeds for others
   

PLUS the following Internet links to:

• Software designed to produce professional Press Releases
  A resource site on How to Write a Professional Press Release
   

Back to top of page
Order Now

 

TELEPHONE TECHNIQUE
Generally, the telephone is the first personal contact you will have with your prospective client. The impression made at this juncture can impact your overall marketing effort positively or negatively, depending on your customer’s perception of the experience.
 

In this section you will learn:

• That important “First Impression”

• What to do when you’re not there to answer the phone yourself

• Professional telephone procedures

• Sample Telephone Presentation

• Typical questions you’ll be asked, and how to handle them
   

PLUS the following printable PDF document:

• Telephone Log Form
   

Back to top of page
Order Now

 

IN-HOME PRESENTATION
By the time you arrive at your prospective client’s home, she has pretty much made up her mind that (a) she is going to hire a residential cleaning service and that (b) your service is in the running for consideration.
 

To this point, you are still a “voice on the other end of the phone”, representing a company the client may or may not know very much about. Obviously, your customer’s inclinations are positive or you wouldn’t be invited to make a quotation or presentation in her home. All you have to do now is reinforce the fact that your company will be her best choice.
 

In this section you will learn:

• How to look and act like a professional

• The Presentation Procedure

• Issues to cover during your visit

• The significance of tracking your conversion ratio of leads to appointments and appointments to sales

• Typical questions you’ll be asked, and how to handle them
   

PLUS the following printable PDF documents:

• Client Profile Form

• Cleaning Checklist

• OUR FIRST CLEANING VISIT brochure

• Quality Control Checklist

• Client Invoice

• HAPPILY EVER AFTER client relationship ground rules booklet
   

Back to top of page
Order Now

 

NURTURING YOUR CLIENTS
It’s amazing how some companies will focus all their time and resources on finding and selling new customers, and then spend little or no time and effort on keeping them.
 

In any business – but in this business in particular, it’s more important to focus on developing clients than on selling customers. What’s the difference? A customer is somebody you sell ONE time; a client is somebody you sell time and time again.
For all the time and effort it takes to find a new client, it’s critically important to nurture that client once you’ve got them. And it’s a whole lot cheaper, not to mention easier, to keep an existing client than it is to go out and replace her with a new one.

In this section you will learn:

• Guaranteeing satisfaction and reliability

• “Little things” that can go a long way to maintaining client loyalty

• Making and keeping commitments

• Access issues: clients’ keys

• Keeping accurate records can keep clients happy

• Negotiating price

• Dealing with client complaints

• Dealing with the "client from hell"

• How to deal with clients who want a specific day or time

• How to handle clients who expect a certain amount of time spent cleaning in their home

• Clients who want to “trade cleaning jobs”

• How to maintain a client’s cleaning schedule even while they’re on vacation

• Using due diligence with respect to client’s property
   

PLUS the following printable PDF documents:

• Client Satisfaction Survey Card

• Series of sample letters to clients about various issues
   

Back to top of page
Order Now

 

YOUR MARKETING PLAN
This session will give you guidelines for using all the information in this course to assist you in developing a workable, manageable and effective marketing and advertising strategy to get your business off and running and to keep it growing as you progress.
 

In this section you will learn:

• The importance of establishing objectives

• What you need to do before establishing your game plan

• Understanding the objective of your advertising – HINT: it is not to make sales

• Advertising response expectations

• Rating your advertising’s effectiveness

• Lead cost versus Sales Cost

• Consider “investment advertising” to launch your business
  
   

Back to top of page
Order Now
 

Since 1991
2500 Quantum Lakes Drive, Suite 203
Boynton Beach, Florida 33426
800-634-1717 (U.S. and Canada
001-561-732-2128 (International)

Contact me by email

We do not sell or rent our customer lists.
We ensure your privacy.
Our Privacy Policy
Join our Affiliate Program
 

© 2003 - 2011 WorkEnders, Inc.