How Much Employee Responsibility

Discussion in 'Lets talk Business!' started by Monique, Dec 22, 2017.

  1. Monique
    Monique

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    I am curious to how much you ask of your employees? Whose responsibility is it to enter invoices into service monster or whatever system you are using? How much itemisation do you require from your employees or do you yourself put into your invoices? How quickly are invoices being entered?
  2. Blue-Collar Hero
    Blue-Collar Hero

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    The cleaners clean and the office staff processes the billing Although we are primarily restoration the carpet cleaning is handled the same way.
    They are great technicians but can be slow and clumsy with technology.

    If your guys are capable then give it to them and just keep in the loop checking their work.
  3. Monique
    Monique

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    When dealing with carpet cleaning then what information do you expect them to report back to you so the office staff can enter it. How detailed are the invoices. I can not get the guys to give me actual details. They try to lump together as much as possible.
  4. Cleanworks
    Cleanworks

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    I used to work for a company that gave us a check sheet that had to be filled out. Carpet cleaning, how many sqft., Upholstery, how many pieces etc. We had to match the itemization with a current price list.
  5. Blue-Collar Hero
    Blue-Collar Hero

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    Total sq/ft and rate, any additional services sold.

    Laser measures are cheap. Have them measure and text you. They could also snap a picture of rugs or upholstery being cleaned.
  6. Monique
    Monique

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    Do you measure and note the sq ft for each individual area the first time cleaning that said area, so in the future even the phone staff can answer any question about what it would cost do do any arrangement of rooms they have previously cleaned?
  7. Monique
    Monique

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    I can get information from my techs for the total sq ft and most of the time the price per sq ft. but some are being lazy or rushing and round up or down on our sq ft price to make the totals even numbers. And it is like pulling teeth to get any actual itemisation per area from them. I might not feel the need to press the issue if I wasn't getting questions from customers often enough.
  8. Cleanworks
    Cleanworks

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    The form we used to fill out listed the room, measurements and sqft. For example, living room, 12x20, 240 sqft. We were all equipped with rollatapes and were required to measure everything, add the stairs, upholstery, protector, etc. I don't do it today but if I had employees, I probably would. Keeps all the jobs fair and you can calculate average time on the job.
  9. Blue-Collar Hero
    Blue-Collar Hero

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    It can be an issue when its not measured consistent. We have had those issues before. Clients square footage shouldn't grow or shrink. :errf:

    Occasionally it's the clients that clean partial rooms or skip rooms. That we can justify. It's the human error from technician to technician that can cause the inconsistency.

    The crew leaders each have one of these simple laser tape measures. Just decide where and how they should measure. Start with the first area to your left, first wall and shoot. Record exact digit measurements.

    https://www.homedepot.com/p/Bosch-65-ft-Laser-Measure-GLM-20-X/206839262

    It "might help". :errf:

    A diagram helps. The leads do rough ones, our estimator when he estimates does much better ones. They come in handy as historical documents for future cleanings. Especially for commercial work. We will also take pictures of office chairs, desk chairs, executive chairs. It's makes it easier to prices and reference later.

    You will always have an inherent conflict with the cleaning staff and the data desired to have an accurate client file. They are production oriented and don't see the value or necessity of the data.

    Take deep breaths, keep in contact with the crew while they are processing the work. This way you can get as accurate picture as you want while they are still at that location.
    Cleanworks likes this.
  10. Newman
    Newman

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    Work orders are created at the office in Service Monster. I create an individual line item for each floor, room for tile cleaning, upholstery piece, ect.

    On site my Champions will measure and document and label each individual room size with description,ie BR, MBR, FR, and so on.

    I create the invoice, verify payment, and email receipt at the end of the day. My guys will email on site if the customer requests.

    With the individual rooms documented, we can easily quote and create future work orders.


    Line item example for a 2nd floor:
    MBR 220 sq ft Bed 1 60 sq ft Bed 2 100sq ft Loft 140 sq ft

    We charge PSF only for open areas actually cleaned.
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  11. clean image
    clean image

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    Monique, are you using SM's service area list? To list the rooms and sq?
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  12. Spurlington
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    I wouldnt want technicians poking thru my data base. They might get some crazy idea of starting their own cleaning job !!
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  13. Papa John
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    Super agents create the work orders based on what the customer tells them. The techs do the edits if needed. the tech put notes on job history or customer accounts if these notes should stay in house and confidential. The techs are trained to put notes on the work order if any discounts are given. they enter in the payment info into SM.

    the one challenge we have with Super Agents is that they put too many notes on our existing clients.
    In their effort to give great service they go over broad and give our existing the 3rd Degree.- which is unnecessary and has annoying.
    sometimes I fell like putting this tag line in our advertising to existing clients: "avoid the hassle of dealing with a human and book online"
  14. steve_64
    steve_64

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    I'm so glad I live where I do.
  15. Mikey P
    Mikey P

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    We had the same problem with full circle, ling time regulars would get annoyed to down right angry when treated like a first timer.

    It's up to you to mark the account with a yellow Alert and put in the top notes how you want them treated..
  16. Lee Stockwell
    Lee Stockwell

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    Over 80% regulars here.
  17. hogjowl
    hogjowl

    @

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    So?
  18. Lee Stockwell
    Lee Stockwell

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    Don't treat them like newbies
  19. jkowalski
    jkowalski

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    Good feadback I will make sure to pass it along.
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  20. Spurlington
    Spurlington

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    Maybe a system using a specific password that only allows access to daily or weekly schedule. Limited access !!

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