How Much Employee Responsibility

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

  1. Nomad74
    Nomad74

    Supportive Member

    Joined:
    Feb 4, 2016
    Messages:
    2,942
    Location:
    Redding
    Name:
    Damon
    My assistant is a hermit and she has a real issue with communicating. She goes to anxiety therapy twice a week. It's a real issue for me because I'm big on communication. She tells me I'm too needy, but I see it as I'm the captain of the ship and I need confirmation of follow-up that my messages are being processed. I'll send a text and it takes hours for a response. She would not tell me when new jobs were booked. They would just magically pop up on my schedule and surprise me. So now I've made it super easy for her. I told her to just text me a period "." to let me know a job was booked. I need knowing jobs are coming in for my mental health and overall moral and to keep me me from making verbal plans with other customers or my wife. Texting me a simple "." is still proving to be too much for her.

    As far as logging jobs, she likes to write everything down on a note pad then enter the information into the CRM when she gets off the phone. I've found this leads to many typos and misinformation. I like to enter the information while on the phone with the customer and have directed her to do the same. That way she can read the notes I've made on the customer, like if I have back-listed them because they are a pain in the ass. Or, if they have moved since the last appointment.

    She can be very difficult. It's hard dealing with a person that only sees black and white and is not flexible and has no sense of business. The only thing constant is change and to be successful you need to have the ability to adapt quickly and move fast. She is very entrenched. I drive her nuts, but in the end I know better. I'm the one responsible for every aspect of my business and I can't afford to fail or tip toe around hurt feelings.

    So in answer to your question, You can never have too much information. It also needs to be timely. Data, scheduling, and updates need to be entered ASAP. Running a business is like shooting at a moving target. You never know what info you will need next at your fingertips, so it better all be there.
    Last edited: Jan 1, 2018
  2. Mikey P
    Mikey P

    Administrator

    Joined:
    Oct 6, 2006
    Messages:
    68,885
    Location:
    The High Chapperal
    Name:
    Mike Pay-oh-tay


    you could hire Monique to answer your phones...
    Nomad74 likes this.
  3. Nomad74
    Nomad74

    Supportive Member

    Joined:
    Feb 4, 2016
    Messages:
    2,942
    Location:
    Redding
    Name:
    Damon
    I'm so tempted. I hate to say it. I think my girl would go crazy and delete my website.
  4. Mikey P
    Mikey P

    Administrator

    Joined:
    Oct 6, 2006
    Messages:
    68,885
    Location:
    The High Chapperal
    Name:
    Mike Pay-oh-tay
    boy, she sounds terrific.
    Russ T., Bob Pruitt and Nomad74 like this.
  5. Spurlington
    Spurlington

    Member

    Joined:
    Dec 15, 2012
    Messages:
    1,292
    Location:
    On The Board
    Name:
    Spurlino
    [​IMG]
  6. The Great Oz
    The Great Oz

    Member

    Joined:
    Nov 25, 2006
    Messages:
    3,510
    Location:
    seattle
    Name:
    bryan
    If the expectations are clear and they won't do 100% of their job correctly, you need to begin the process of replacing them. Every person that skates through some part of their work influences others, until the prevailing attitude is, "Well, I'm better than that guy" or "I'm so good at cleaning I can do what I want" or even worse, "You can't fire all of us." At that point you've lost control of your business.

    If the expectations aren't clear, you need to put them in writing, do some coaching to make sure they understand, make them sign the expectations document. Make a big deal out of omissions, give them a few chances to correct mistakes, but be firm and willing to replace those that think they can ignore you and still keep their job.

    Hiring and training may be a headache, but is short-term compared to the constant headache of working with people that need "nagging."
    Russ T. likes this.
  7. Jim Pemberton
    Jim Pemberton

    MB Exclusive.

    Joined:
    Oct 7, 2006
    Messages:
    7,481
    Name:
    Jim Pemberton

    This isn't an employee, its a dysfunctional relationship....

    You need to part ways in the gentlest and most careful way....sort of a "Its not you, its me" conversation.
    Brian H, Bob Pruitt and Monique like this.
  8. Monique
    Monique

    Member

    Joined:
    Apr 4, 2017
    Messages:
    35
    Location:
    Redding, CA
    Name:
    Monique
    We dont go out and pre check every job before doing it, we simply dont have that time. So if we have cleaned for them before there is no reason they shouldn't be able to call in and get a fairly exact quote for any combination of things they have cleaned before. I get these questions often wanting to know what it will cost to clean their son's room, master bedroom, hall, living room and stairs. If the last time we were there we did all that and more and just grouped together the price instead of itemising each area, then all I can tell her as far as a quote is that it will be less than last time. Our customers dont find that answer helpful.
    My question to you is why wouldn't you want this detailed information if you are running an actual company. Even in an o/o scenario if you charge by the sq ft and not the room, why would you want to measure every time or give an estimate every time. Just get the proper very detailed notes and measurements the first time and use those for the future.
    Bob Pruitt and hogjowl like this.
  9. Lee Stockwell
    Lee Stockwell

    FOJL

    Joined:
    Oct 7, 2006
    Messages:
    13,490
    Location:
    Benton KY USA
    Name:
    Lee Stockwell
    Like you, most of our work is recurring. We used sq ft pricing for many years and transitioned to unit pricing 22 years ago. That seriously simplified and standardized operations since then.
    Bruce Humphrey and Brian H like this.
  10. Lee Stockwell
    Lee Stockwell

    FOJL

    Joined:
    Oct 7, 2006
    Messages:
    13,490
    Location:
    Benton KY USA
    Name:
    Lee Stockwell
    "Free estimates" are 4 times as free as they were in 1972. I may do an on site estimate a few times a year if there seems to be a red flag or potential problem.
    Monique and Jimmy L like this.
  11. Mikey P
    Mikey P

    Administrator

    Joined:
    Oct 6, 2006
    Messages:
    68,885
    Location:
    The High Chapperal
    Name:
    Mike Pay-oh-tay
    I think we'd have to be at $100 an area up to 140 square ft...


    I dont think that would go over so well
  12. Lee Stockwell
    Lee Stockwell

    FOJL

    Joined:
    Oct 7, 2006
    Messages:
    13,490
    Location:
    Benton KY USA
    Name:
    Lee Stockwell
    Try it, tweak it.

    Jason and I would independently measure empties to see how close we were (early 1990's). We were usually pretty close, but it made us think there was a better way. I had detailed records of several thousand jobs dutifully measured to the .1 sq ft and all entered into the computer. A lot of work.
    steve_64 likes this.
  13. Nomad74
    Nomad74

    Supportive Member

    Joined:
    Feb 4, 2016
    Messages:
    2,942
    Location:
    Redding
    Name:
    Damon
    Sqft pricing is the great equalizer.
    Cleanworks likes this.
  14. Lee Stockwell
    Lee Stockwell

    FOJL

    Joined:
    Oct 7, 2006
    Messages:
    13,490
    Location:
    Benton KY USA
    Name:
    Lee Stockwell
    118 first two areas, 29 each extra. It works well. We don't make price the main issue in any conversation. Pleasantly move on to getting it scheduled.
    Nomad74 likes this.
  15. steve_64
    steve_64

    Member

    Joined:
    Aug 11, 2012
    Messages:
    6,072
    Imo you need to be consistent. If you don't have the ability to train someone thoroughly and get them to be consistent then your numbers will never be accurate. How people measure rooms can vary greatly believe it or not. Room pricing would be way easier for estimating.

    If you're operating aS a business you should have a salesman/estimator I would think.

    If you could get one guy trained so he understands what you need he may be able to train others. Maybe go on some ride slongs so you can show them what you need. Show them exactly whAt you want And make them do it in front of you so you can see they get it.
    I doubt pay incentives will work. The threat if firing won't help if nobody knows exactly what you want. You will just have to hire more people who won't understand.
    There has to be one person who gets it to teach others and right now sounds like that's you.
    Monique likes this.
  16. steve_64
    steve_64

    Member

    Joined:
    Aug 11, 2012
    Messages:
    6,072
    Sounds like they are doing room pricing anyway right? Make it simple. And if you are to busy to go look at a job then measuring is an inconvenience because it takes a lot more time to measure and add it all up. You need a calculator and pad n paper. Or you can just look at it and go ok 5 rooms $250 get to work. Same as when they call to book.
    Lee Stockwell and Nomad74 like this.
  17. steve_64
    steve_64

    Member

    Joined:
    Aug 11, 2012
    Messages:
    6,072
    Round up make it easier. That $0.99 stuff makes more work.
  18. Nomad74
    Nomad74

    Supportive Member

    Joined:
    Feb 4, 2016
    Messages:
    2,942
    Location:
    Redding
    Name:
    Damon
    Yeah. I agree with that. I can see the guys slacking on getting you super detailed measurements for each room. I won’t even do this for myself. I just run around with my laser measuring device and get the total number of sqft.. It would take me a lot of extra time to make a separate line item on the invoice for each room and closet. Then to have to add everything up to get a total, ugh, torture.

    It sounds nice, but a tech in the real world sees it as a pain in the ass. Yeah, I get the calls from former customers wanting to know how much to just do the living room. I do my best verbal estimate until I can get to the site and measure. I’ve never lost a job because I didn’t know the exact sqft over the phone.

    I do see the OP’s point on wanting this info, but getting a tech to take all the time to do this is another story.
    Last edited: Jan 2, 2018
    Monique and steve_64 like this.
  19. hogjowl
    hogjowl

    @

    Joined:
    Feb 19, 2007
    Messages:
    25,512
    Location:
    Prattville, Alabama
    Name:
    Marty Sutley
    What’s your favorite prespray?
    steve_64 likes this.
  20. steve_64
    steve_64

    Member

    Joined:
    Aug 11, 2012
    Messages:
    6,072
    Especially multiple techs. An estmator or room pricing would be the easiest fastest solution I can think of but I don't have the experience others here have.

Share This Page