Latest / Cleaning Business Life / LIVE REPLAY | Is Your Cleaning Tech Ready to Work Solo? 3 Things to Check

Transcript

LIVE REPLAY | Is Your Cleaning Tech Ready to Work Solo? 3 Things to Check · Cleaning Business Life

0:59
SPEAKER_00: Hello everyone! It's Wednesday.
1:03
SPEAKER_00: And I'm here with bells on.
1:06
SPEAKER_00: What a day, what a day.
1:08
SPEAKER_00: We'll wait a couple minutes for everyone to hop on here.
1:17
SPEAKER_00: I can tell you that today was pretty exciting.
1:20
SPEAKER_00: I don't have very many exciting days I've, you know, mellowed out in my older years.
1:26
SPEAKER_00: Today we got two tornado warnings.
1:29
SPEAKER_00: And um we got one during the summer, and I was like, yeah, whatever.
1:34
SPEAKER_00: And it legitimately, there were tornadoes.
1:38
SPEAKER_00: Two tornado warnings uh that came in.
1:40
SPEAKER_00: And my remind let me remind you that we're a mile in the sky, almost a mile up in altitude.
1:46
SPEAKER_00: So it's unusual to have a tornado.
1:52
SPEAKER_00: I mean, we have like snowstorms with lightning in them.
1:55
SPEAKER_00: I don't know if you guys have experienced any of that.
1:57
SPEAKER_00: But today we had two tornadoes.
2:00
SPEAKER_00: And it's interesting what school supervisors will do.
2:03
SPEAKER_00: Some schools will shut down and go into emergency mode.
2:06
SPEAKER_00: Others are like, there's no tornado warning.
2:10
SPEAKER_00: Go back to glass.
2:12
SPEAKER_00: So it was interesting to see who did what.
2:15
SPEAKER_00: And then we had a series of storms coming.
2:18
SPEAKER_00: They were fast-moving storms, so they came in, and like within 20 minutes, they had covered.
2:22
SPEAKER_00: I'm live.
2:23
SPEAKER_00: Thank you so very much for listening to what I had to say.
2:27
SPEAKER_00: It's always nobody listens, right?
2:31
SPEAKER_00: Um, so the storms were fast moving, they came in really fast, and they went over really fast.
2:35
SPEAKER_00: So it was like there were like sheets, almost like a micro burst that came in with the rain in the sleet.
2:41
SPEAKER_00: And then last night we had a storm come in, I want to say, at like 1:30, 2 o'clock in the morning, and it the it felt like the storm was right above my house.
2:54
SPEAKER_00: And I have a a split level, so it's two, three stories, and um the walls of my house were vibrating.
3:01
SPEAKER_00: I thought that it was gonna just rip my roof off.
3:04
SPEAKER_00: It was gonna be like, you know, I'm gonna click my red shoes.
3:08
SPEAKER_00: I wanna go home, I wanna go home.
3:10
SPEAKER_00: It was um, or it was gonna blow out a window.
3:12
SPEAKER_00: There was so much sleet and hail coming down all at once.
3:16
SPEAKER_00: It was the most bizarre thing at like 1:30 in the morning.
3:19
SPEAKER_00: So we've had some really interesting weather here in um northern Arizona for sure.
3:26
SPEAKER_00: If you live up here with me, I'd love to hear um what you experienced today because it was like it was so surreal.
3:33
SPEAKER_00: And then after all the storms came through, I had a parent teacher conference in the middle of all of this.
3:39
SPEAKER_00: And then there was this incredible rainbow, it was so surreal and so visceral.
3:46
SPEAKER_00: I have never, and it was a double rainbow, so the color spectrum, and I believe I shared it on my personal baits, was so bright, it and it was so low to the ground, it was the weirdest thing.
4:00
SPEAKER_00: I've never seen normally rainbows are really high.
4:02
SPEAKER_00: Remember when you were a kid and your mom, or maybe you're maybe maybe it was just my mom, I don't know.
4:09
SPEAKER_00: Let's go see if we can find the leprechaun, right?
4:12
SPEAKER_00: And we drive over there, and of course, there would never we would never reach the rainbow because it was so high in the sky, right?
4:17
SPEAKER_00: Well, this one was so low in the sky.
4:20
SPEAKER_00: I've never seen, and it was so vibrant.
4:23
SPEAKER_00: It was really hard to describe the color spectrum that I saw.
4:28
SPEAKER_00: There was purple and like this beautiful powder blue, and this yellow and orange and green.
4:34
SPEAKER_00: It was incredible, absolutely incredible today, weather wise.
4:37
SPEAKER_00: Let me see if I can see you guys, see if I see if anyone's here.
4:42
SPEAKER_00: But that's that was um seven months my day in a nutshell.
4:47
SPEAKER_00: Let's see if there's anybody here.
4:53
SPEAKER_00: Sorry, I'm skirting over because now the sun is out.
4:56
SPEAKER_00: So I'm gonna be like listening to the left, listening to the right.
5:01
SPEAKER_00: Um, let's see, let's see, here I am.
5:05
SPEAKER_00: Okay, perfect.
5:06
SPEAKER_00: I guess I'll be the only one all by myself.
5:09
SPEAKER_00: So I want to do a little bit of housekeeping so I don't forget.
5:13
SPEAKER_00: Um, because I'll forget, I'll get sidetracked, I'll be like, squirrel.
5:17
SPEAKER_00: So for those of you who do not know, every year for the last six years in a row, I have given away a full scholarship, like no cost to you.
5:24
SPEAKER_00: You just the um the agreement is that you have to do a podcast with me.
5:28
SPEAKER_00: It's it's not really that big of a deal.
5:31
SPEAKER_00: But um, in any case, um you get free coaching.
5:33
SPEAKER_00: So you get some one-on-one coaching with me, you get some group coaching, and that happens for 12 months in a row.
5:39
SPEAKER_00: It takes about 180 days to go through the program.
5:42
SPEAKER_00: Um, it is my signature course, so I'm very proud for the amount of people that have gone through the course, um, the results that I have seen.
5:50
SPEAKER_00: So if you have not gotten an opportunity to apply for the scholarship, I'm gonna put the link after the live in the comments and please apply.
5:59
SPEAKER_00: Um, and it's all story-based.
6:02
SPEAKER_00: If you can give me a good story, um, and I'm not the only one who reads them.
6:05
SPEAKER_00: There's actually a team this year, so I don't have to read like last year I had to read 381.
6:10
SPEAKER_00: So this year I don't have to read all of them because I have helpers this year, so that's awesome.
6:16
SPEAKER_00: But um, so if you the the deadline to apply for the scholarship is gonna be Veterans Day, November 11th, and the winner will be announced on Black Friday as tradition states.
6:27
SPEAKER_00: Um, it will be announced on Black Friday.
6:28
SPEAKER_00: So whoever that person is, I wish all of you, um, what did they say in the hangar?
6:33
SPEAKER_00: May the odds forever be in your favor.
6:38
SPEAKER_00: I love saying that, I don't know why.
6:40
SPEAKER_00: Um, but then in addition to that, for those of you who helped push my very first episode past the 5,000 download mark, thank you.
6:51
SPEAKER_00: I couldn't have done without you.
6:53
SPEAKER_00: I couldn't have done all of the things without you guys, and I feel so humbled to be in the position I'm in.
6:58
SPEAKER_00: So, um, thank you for getting me there.
7:01
SPEAKER_00: I think when I looked last, it was at 5,050, so that's awesome.
7:05
SPEAKER_00: And I can't wait to see where this project goes.
7:09
SPEAKER_00: Uh, so thank you, thank you, thank you.
7:11
SPEAKER_00: So whether you listen, shared, or sent someone in my way, I really do appreciate you.
7:16
SPEAKER_00: Um and then if you want to get your.
7:20
SPEAKER_00: No, I'm not gonna say that.
7:22
SPEAKER_00: We're gonna skip that part.
7:24
SPEAKER_00: But I do have some other good news.
7:26
SPEAKER_00: The we're gonna have my first in-person live event in Chino Valley of no pla of all places.
7:35
SPEAKER_00: It's how it's how in Chino Valley where it's very rural and it's very beautiful out there.
7:40
SPEAKER_00: And um, we're gonna do a train the trainer in-person event.
7:43
SPEAKER_00: It covers two people, yourself and your trainer, or if you just want to send two of your trainers, or however you're gonna work it out.
7:50
SPEAKER_00: Um, there'll be a limited number of seats in there because it'll be an all-day event, and there'll be an option to order lunch when you check out.
7:58
SPEAKER_00: We're gonna be working on that funnel tomorrow.
8:00
SPEAKER_00: And I'm super excited.
8:03
SPEAKER_00: This is the first time it's taken me, what, five years?
8:07
SPEAKER_00: I can't remember.
8:08
SPEAKER_00: It's been about five five years.
8:10
SPEAKER_00: People are like, are you gonna do any in-person stuff?
8:12
SPEAKER_00: I'm like, I don't know.
8:13
SPEAKER_00: I'll just do it next year.
8:14
SPEAKER_00: I'll just do it in this.
8:15
SPEAKER_00: But now I'm planning, I'm working on signing the contract with one here in Prescott Valley at the library.
8:22
SPEAKER_00: So I'm super excited about that.
8:23
SPEAKER_00: And no, it will not be the same topic.
8:24
SPEAKER_00: I'm not gonna repeat anything um twice.
8:29
SPEAKER_00: So I don't see any questions, so I'm just gonna keep on talking, which is fine.
8:35
SPEAKER_00: Um, what else?
8:38
SPEAKER_00: Oh, here is some questions for you guys.
8:44
SPEAKER_00: How do you know when your cleaner is ready to work on their own?
8:49
SPEAKER_00: I had an interesting conversation with the business owner today, and then I had another conversation a couple days ago, so I figured I would talk about it.
8:57
SPEAKER_00: So, how yeah, we can go through training, right?
9:01
SPEAKER_00: And they can validate on training and they can do all the bells and whistles.
9:05
SPEAKER_00: What's the 30 points of flair?
9:06
SPEAKER_00: It's office space, it's a reference to that.
9:09
SPEAKER_00: You can look it up.
9:11
SPEAKER_00: I used to work for TGA Fridays, so um, yeah, that's how do you know?
9:17
SPEAKER_00: How do you know that your cleaning tech is ready to go out?
9:20
SPEAKER_00: We groom them and we condition them and we have expectations that we set for them, but how do we know that they're really ready?
9:26
SPEAKER_00: So there's a lot of like emotional thought behind being mentally ready.
9:33
SPEAKER_00: There's a there's you're responsible for someone's investment, right?
9:37
SPEAKER_00: You're sending someone who is brand new to your company into someone's home, their investment.
9:44
SPEAKER_00: How do you know that they're ready?
9:46
SPEAKER_00: What are some of the things that you would look for to make sure that they're ready?
9:51
SPEAKER_00: Obviously, you want to validate them.
9:52
SPEAKER_00: So their validation for us when I had W-2s was um we did a working interview.
10:01
SPEAKER_00: Some people don't like working interviews.
10:03
SPEAKER_00: Um, for a long time I didn't, but they're they're actually making a comeback working interview, a paid, obviously, working interview.
10:09
SPEAKER_00: If you're doing the the W-2 or the 1099, you would just hire them once.
10:16
SPEAKER_00: It's not really an interview if you're 1099.
10:18
SPEAKER_00: We won't get into all the complications of that.
10:20
SPEAKER_00: So, um how do you know that they're ready?
10:23
SPEAKER_00: So you're you're validating them, they go through training, you know that hey, this is the alarm code for this, or I'm gonna help you here, I'm gonna meet you here.
10:31
SPEAKER_00: You have to validate your cleaning tax, don't just send them out there and keep your fingers crossed if you have W-2s.
10:38
SPEAKER_00: Um, with 1099s, it's a little different.
10:40
SPEAKER_00: You have to have them go over to someone's house that you know, and there is a whole process to that, right?
10:47
SPEAKER_00: So they would have to go over to, let's say, my auntie did it, right?
10:52
SPEAKER_00: My auntie would be the validator and the person who did the final walkthrough with the cleaning tech.
10:57
SPEAKER_00: Um, and then they would walk through and they have a checklist.
11:00
SPEAKER_00: The the homeowner would have a checklist and they would check off, well, did she is there dust on the shower railing?
11:06
SPEAKER_00: Did they flush the toilet after they use a puma stone?
11:09
SPEAKER_00: Did they karate chop the pillows?
11:12
SPEAKER_00: How do you, you know, what what are your what is your criteria for making sure that these people are valid and doing a good job?
11:19
SPEAKER_00: Now you don't really have a lot to say when you have 1099s, but there is expectations like the client prefers this, the client prefers that.
11:27
SPEAKER_00: With W-2s, you can pretty much say this is what we're doing, and it has to be done consistency.
11:32
SPEAKER_00: And the only the best way about that in restaurant workers is that it's the same protocol every time.
11:38
SPEAKER_00: Like when you work in a station, you have usually a station of three to five tables, right?
11:43
SPEAKER_00: You hit one table, you do the drinks.
11:45
SPEAKER_00: If you got sat all at once, you go to table two, you do the drinks.
11:48
SPEAKER_00: You go to table three, you do the drinks, and then you come back and you drop off drinks, drop off drinks, drop off drinks.
11:54
SPEAKER_00: It's all a system, right?
11:56
SPEAKER_00: You don't really want to go to one table.
11:57
SPEAKER_00: Ideally, with a restaurant, you would go to one table, go get the drinks and come back, and then you go to table two and you do the same thing, and it's just repeat, repeat, repeat.
12:05
SPEAKER_00: But that doesn't always happen in the restaurant industry, just like it doesn't happen with the cleaning industry.
12:09
SPEAKER_00: So you want to make sure that you have consistency with your cleaning tax.
12:14
SPEAKER_00: And then have you ever sent someone out a cleaning tech?
12:19
SPEAKER_00: Obviously, not a restaurant person, um, thinking they were ready, and then the client called.
12:24
SPEAKER_00: What did you do?
12:25
SPEAKER_00: Do you have a protocol for that?
12:26
SPEAKER_00: Is there an SOP?
12:28
SPEAKER_00: I don't think there's anybody on here.
12:29
SPEAKER_00: Let's see.
12:37
SPEAKER_00: It's just all by myself today.
12:40
SPEAKER_00: It's okay.
12:43
SPEAKER_00: So what happens if you are using a client's home as a training home and you haven't told them?
12:50
SPEAKER_00: What happens?
12:52
SPEAKER_00: Have you decided?
12:53
SPEAKER_00: Are you going to send that cleaning tech back?
12:57
SPEAKER_00: Are you going to apologize to the client?
13:00
SPEAKER_00: What are you gonna do if the client calls?
13:03
SPEAKER_00: Sometimes the client just wants to acknowledge that there was someone different in there, and they just want to say, Hey, I I saw this, I thought you should let you know.
13:11
SPEAKER_00: Other times they're gonna have a full-on meltdown that someone else that they didn't know is in the house that who's new, and this is why we should have you come back, or a different or or Mary, or whoever the regular person is, right?
13:23
SPEAKER_00: Um, and because change is hard.
13:25
SPEAKER_00: We're creatures of habit.
13:26
SPEAKER_00: We like the same thing over and over.
13:27
SPEAKER_00: How many of us have been to Costco and they change everything around?
13:33
SPEAKER_00: They do that at least every other month.
13:35
SPEAKER_00: You know, like when the bride used to be over here.
13:39
SPEAKER_00: It's like it was here last month, where is it this month, right?
13:43
SPEAKER_00: It's like with Riverside when I first started using Riverside, it was very frustrating because I didn't know the interface, and they legit moved the control panel from the right side over to the left, and I was like, what the fuck?
13:59
SPEAKER_00: It's just like whose decision was this to move the whole interface from the right to the left, and then I think they had too many complaints, and then they moved it back over to the right.
14:10
SPEAKER_00: I was like, thank god.
14:11
SPEAKER_00: It's just you if you start with one way, it wouldn't have made any difference to anybody new, right?
14:16
SPEAKER_00: But it should stay that way, is in my opinion.
14:19
SPEAKER_00: I know things have to change, but the interface from going to the right to the left was a lot.
14:24
SPEAKER_00: It didn't, it wasn't user-friendly.
14:26
SPEAKER_00: Um, because if you think about it, here, for example, in America, everybody writes from the right, from the left to the right.
14:35
SPEAKER_00: In Japan, you write from the right to the left, right?
14:37
SPEAKER_00: So there's a a different mindset when it comes to that.
14:41
SPEAKER_00: Anyway, I I digress.
14:43
SPEAKER_00: Um, so it's frustrating when the client calls because you have this like abrupt like confrontation.
14:50
SPEAKER_00: It could be a nice confrontation, it could be a not nice confrontation, it just depends, right?
14:56
SPEAKER_00: Um and then we have to ask ourselves, do we actually check that they could do the job independently?
15:02
SPEAKER_00: Were they validated?
15:02
SPEAKER_00: Did uh cleaning uh train the trainer?
15:05
SPEAKER_00: Did they did your trainer go over there and and validate them?
15:08
SPEAKER_00: Did they have a checklist?
15:09
SPEAKER_00: Did they send you the photos to show proof that they cleaned, right?
15:12
SPEAKER_00: Um, or did they just spend a few days following someone around?
15:16
SPEAKER_00: And and as we as AI takes over more and more of every industry, you're not gonna be doing one-to-one training anymore.
15:23
SPEAKER_00: It's gonna be one to many.
15:24
SPEAKER_00: It's just gonna happen.
15:25
SPEAKER_00: I would imagine it's gonna happen in the next 12 months.
15:29
SPEAKER_00: And then um, here are three things you should look at.
15:33
SPEAKER_00: Um, can they complete the cleaning without constant reminders?
15:36
SPEAKER_00: Do they keep missing things?
15:39
SPEAKER_00: Like they go through Mrs.
15:40
SPEAKER_00: Smith's house and she forgets to karate chop the pillows and put the pillows the way that like Mrs.
15:46
SPEAKER_00: Smith likes them.
15:47
SPEAKER_00: Um, and and sometimes it could be an ADD thing, sometimes it could be that Mrs.
15:52
SPEAKER_00: Smith has 72 pillows instead of four.
15:55
SPEAKER_00: Chop, chop, chop, chop, chop.
15:58
SPEAKER_00: Um if you're still pointing out every next step, they need more practice, so that goes back to training, right?
16:06
SPEAKER_00: Give them responsibility for an area and watch how they work through it.
16:10
SPEAKER_00: If you you guys have all heard me tell the story when I was a Marymaid, and um I worked with Becca, who had been at that time a long-term cleaner, and Becca, and this is one of many Becca's who went through Marymaids, by the way.
16:27
SPEAKER_00: It's not a specific Becca.
16:28
SPEAKER_00: Um, Becca decided that she was gonna let me clean the whole house.
16:31
SPEAKER_00: It was a second home, so it wasn't really that dirty, but I cleaned the whole.
16:35
SPEAKER_00: I didn't know, I was the second person.
16:37
SPEAKER_00: The second person was always the newest person who always had to do the most work.
16:40
SPEAKER_00: It was the wet work and the dry work, is how they broke it down.
16:43
SPEAKER_00: And uh, I found Becca on her phone inside the princess tub.
16:48
SPEAKER_00: And I was mad because I had just cleaned the princess cub and her shoes had scuffed the princess tub, so I was pissed.
16:56
SPEAKER_00: For those of you who know about princess tubs, you know it's hard and you have to be really careful about getting scuffs off because you can ruin the finish on the princess tub.
17:04
SPEAKER_00: But she spent her entire time, the three hours that we were allotted at that house, inside the tub.
17:09
SPEAKER_00: Well, I did everything else.
17:11
SPEAKER_00: And then I went and got her, and then we left.
17:14
SPEAKER_00: I didn't say much to her because this is when you work as pairs, not my favorite thing to do.
17:19
SPEAKER_00: So I I sat beside her giving her the death air, right?
17:22
SPEAKER_00: Like, thanks for making me work the whole house by myself.
17:26
SPEAKER_00: Um, and I I did notify the owners.
17:28
SPEAKER_00: I'm like, hey, just let you know Becca did this today.
17:30
SPEAKER_00: I don't know if you have any other complaints, but this is what I witnessed.
17:34
SPEAKER_00: And are they able to check their own work?
17:36
SPEAKER_00: If Becca had been by herself, would she have completed the job?
17:39
SPEAKER_00: She probably would have said she did it, but she didn't.
17:42
SPEAKER_00: Becca was more interested in who she was texting, right?
17:45
SPEAKER_00: Um, and before you inspect the bathroom, have them inspect it.
17:50
SPEAKER_00: Or what I would also do if I was working with them and we worked in in doubles that day, I would have them check my work because who doesn't want to ring it to your boss, right?
18:00
SPEAKER_00: And then I would check their work.
18:02
SPEAKER_00: And that gives the motivation to try to find the flaw.
18:05
SPEAKER_00: And sometimes I would leave them a red herring and sometimes I wouldn't, right?
18:09
SPEAKER_00: Or I'd walk in and go, okay, well, which side do you want?
18:14
SPEAKER_00: You want this side or that side?
18:15
SPEAKER_00: I need variety.
18:16
SPEAKER_00: Okay, I don't care either way.
18:17
SPEAKER_00: I'm here to clean and I'm here to help you out.
18:19
SPEAKER_00: So if you want to do this, I'll switch sides.
18:21
SPEAKER_00: You can do this side or this side pick.
18:22
SPEAKER_00: And they're like, You're gonna let me pick, right?
18:24
SPEAKER_00: But every employee should be fluent on every house, right?
18:29
SPEAKER_00: That they're in.
18:31
SPEAKER_00: And then third, do they know when to stop and contact you?
18:36
SPEAKER_00: And these are things like with damage, um, they didn't recognize a service or what to do.
18:42
SPEAKER_00: Um, sometimes when I get brand new um cleaning text and they're like, I came across this today, do you know how to clean it?
18:48
SPEAKER_00: And we'll voice each other back and forth, or whoever's handling the phones will do it, or another office member will do it because everybody's pretty fluent in how cleaning works.
18:58
SPEAKER_00: And then um, and what to do if a client asks for extra things, like a lot of clean where people please are anonymous.
19:05
SPEAKER_00: I say it all the time.
19:06
SPEAKER_00: What happens if they say, Hey, can you hit my refrigerator today?
19:09
SPEAKER_00: Well, what does that mean?
19:12
SPEAKER_00: That means you want me to empty out your refrigerator, wash it, dry it, and put it back, and then do that in addition to all the other things.
19:20
SPEAKER_00: The client doesn't care, they're just trying to get whatever clean, right?
19:23
SPEAKER_00: So, um, so that that's where the having the checklist and teaching them, Shay, hey, can you do the refrigerator?
19:31
SPEAKER_00: Sure, let me call the office um and they'll get you a price on whatever that is, right?
19:36
SPEAKER_00: And then at that point, how do you decide that someone's ready?
19:42
SPEAKER_00: You keep your fingers crossed and you do spit and bubblegum and hope for the best?
19:46
SPEAKER_00: Or are they fully validated, vetted, and ready to go, right?
19:51
SPEAKER_00: Drop your answers below because I want you I want you guys to answer my questions.
19:58
SPEAKER_00: And I don't see anybody having any questions.
20:02
SPEAKER_00: Nope.
20:03
SPEAKER_00: Let me let me refresh this real quick.
20:07
SPEAKER_00: No combos today.
20:10
SPEAKER_00: Perfect.
20:11
SPEAKER_00: Anyway, I'll see you guys later.
20:13
SPEAKER_00: You have a great day.
20:14
SPEAKER_00: Take care.