Clean It Up
UK General Cleaning Forum => General Cleaning Forum => Topic started by: Jan K on July 26, 2005, 05:49:58 pm
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It has been pointed out to me lately by a couple of my customer's that one of my cleaners is not being quite as thorough as she usually is with her cleans, and they have also both pointed out that on a couple of occasions she has not completed her allocated hours.
After asking her about this she has admitted that she has missed the odd thing on her list of duties, but not everything the customer has complained about. She has also admitted that she has left early sometimes.
The unfortunate thing is, it is always the same 2 customers who are complaining about the same cleaner (they are both extremely fussy customers and have been picky right from the word go). I always talk to the cleaner and then go back to the customer and advise wht was said and they are usually ok.
However, it is now the Summer holidays, my cleaner has taken on more work and she does take on the woes of the world, hence she stresses and gets depressed easily.
The hardest bit of all (and I don't need any lectures on this subject thanx) is that she is also a friend of mine. I am not stupid, I know she is taking advantage of that fact, but I have a business to run and customers to keep happy, and although this may not be her priority, it is mine!
Today, I get a call from my customer saying my friend had left her job early, and subsequently complained about the clean, which is understandable as now she is thinking my cleaner is leaving early every time. However after texting my friend it turns out that her best friend has had an accident in her car and is in hospital. Ther worst part of that, for me, is that my cleaner was using her best friend to help with the kid sitting over the holidays.
I have texted my cleaner advising that I am here to take the strain of the work as its my job, but I need her to let me know what SHE wants to do about her jobs as I may need to find temp cover.
I don't want her to think I am heartless, but I also cannot afford to lose business over this. She is generally a good cleaner, and it only slips when she is having a hard time (which I know she has been having lately)
Any advice on how to approach this to show her she has my support, but also to find a nice way of letting her know I can't afford for her to let me down! I don't want her to think I am trying to push her out, cos I am not!
Sorry it's long
Cheers!
Jan
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Hi Jan,
Ok, I have tried several different ways to answer this for you and I hope this way helps and makes sense.
First you should explain to your friend, that you are under contract with your clients that you will provide a cleaner for x amount of hours and that she will have to be their for that amount of time otherwise the client can and will refuse payment (don’t know what your contracts are). Also explain that in order to protect her employment, you need to renew these contracts and the only way you can renew them is by providing the service you have stipulated. Ask her nicely to take a bit more time when cleaning to use up those hours.
I would also explain to her that you feel when she is on top form she is a good asset to you, however, other times she lets herself down. You would also like to continue to employ her, however, you have a business to run and also clients to provide for and you cannot afford to be let down by any employee let alone a friend.
Don’t forget you are there for her, which she needs to realise, look after your staff and in return they will look after you. Ask her if she needs a holiday to sort her problems out, this may well work. But most important, you do need to stress how important contact is and any problems which may affect your business, need to be reported straight away.
As for your two clients, we all have the awkward ones, no matter how good you or your staff are, they will find something to complain about. First I would offer these two clients a different cleaner (if one is available), you could explain to them, that by putting a new cleaner in, would really benefit them. However, on the other hand, are these two contracts worth keeping on board? Some contracts are more trouble than they are worth and personally, if I had constant problems from the beginning I would have no alternative but to cancel them. Providing it was a problem with the client and not my staff. Also from previous experience, I have had clients that have constantly complained and upon checking the contracts and the cleaners, there was no merit for a complaint. The problem was the client didn’t for what ever reason like that particular cleaner. A change can be good.
Well I have babbled on a good bit, but hopefully I have provided you with one or two answers.
Good Luck and I hope it gets sorted out for you.
Andrew
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HI,
Well my additional advice would be for the future:
DON'T MIX FRIENDSHIP AND BUSINESS.
Sometimes friendships are far more valuable to lose rather than a business contract.
Have a good day tomorrow
Love
Denise
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I know that you don't want to hear this but...........................
I would never employ friends or family. It doesn't work when situations like this arise.
With regards to your Clients. They are paying for a service and expect to get it. I have no problem with that side of things.
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I agree with Andrew's advice especially regarding the customers. Giving them a new cleaner would show a proactive approach to the problem and would also allow the new cleaner to start with a "clean sheet". However, i would reassess these customers and re-establish their exact requirements ... is there a chance that they are going to be problematic whoever cleans for them?
It might also be worthwhile establishing a procedure for if any of your cleaners want to leave a job early ... my cleaners have to contact me on my mobile, explaining their reason ... if they haven't got a genuine reason they don't bother me and don't leave early. I do regular "spot checks" so they don't know when i am going to arrive at a customers house, so they don't take the opportunity to leave early.
With regards to employing family and friends ... don't do it. I employed my mum for a short period of time and it was a nightmare. How do you tell off your mum for not working properly or not following procedures!!!
Hope this helps, Michelle :)
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Hi Guys!
Thanks for the advice, yes I know employing friends and family is not a good idea, but my friend was there for me from the beginning and if it wasn't for her I wouldn't be where I am now!
Andrew's advice is sound, and in fact the little 'problem' has been sorted.
I agree that some customers are more trouble than they are worth and agree that these 2 would probably complain no matter who was cleaning (in fact they have done!)
My friend is a very conscientious cleaner, but does take on the worries of the world, and complaints from customers only serve to make her stress even more as she is that way inclined. I have explained to her that she needs to take things less personally, and it is not so much they are complaining about HER work, but that they are just complaining because they would no matter what!
They both gave up their previous cleaning company for exactly the same reasons they are now picking up my cleaner about!!
I did explain that sometimes customers complain just so they can wangle a discount, and both these customers who used to be good payers, have now started leaving it till the last minute to pay, or even making cheques out to the wrong person! This causes even more hassles to maybe it is time to give them up.
It is quite strange that in the same day I have a complaint from one customer and another calls to say what a fantastic job my friend is doing and they are over the moon with her clean. Perhaps I should get some of my customers to provide me with references so i can pass them onto new customers!!
Anyway it is all sorted now!
Cheers!
Jan