Do you know how to handle re-cleans for house cleaning? How do house cleaners prevent callbacks from homeowners?
Customer satisfaction is the key to success in your maid service business. And you can empower your employees with profit sharing and extra training for maids.
Listen: Re-Cleans for House Cleaning
Watch: Re-Cleans for House Cleaning
Hey there, I’m Angela Brown, and this is Ask a House Cleaner. This is a show where you get to ask a house cleaning question, and I get to help you find an answer. You can find this and 400 other answered questions in this series on our YouTube channel.
Re-Cleans for House Cleaning
Re-cleans for house cleaning. How does that work? A house cleaner from Puerto Rico has this question. “What is the procedure when a client asks for a re-cleaning because it was done improperly? Do you send the same cleaner? Do you have to repay her? What is the norm in all this?”
The dreaded re-clean. It’s a sticky situation because nobody wants to have a re-clean. The homeowner does not want to call you to let you know you did a bad job. And the house cleaner does not want to receive that news that, “Hey, I did not do a good job and my customers were not happy.”
So, it’s not happy for either party. Now, as the business owner, when you get that call, you are not happy you have three people that are not happy.
There Needs to Be a System in Place
So there needs to be a system in place. If you have house cleaners that you pay on a per hour basis. And they have to go back to the job, you still have to pay them to go back to the job because they’re still on the clock.
So again, you have the mileage, you have the wear and tear on the car. If you’re in the middle of inventory, you have to stop what you’re doing and you have to repack a cleaning caddy and it can be very cumbersome. There needs to be something that goes along with that. So, in my company, if there is a re-clean, there’s also a retrain.
So what this means is if you are called back to a customer’s house because you are sloppy or you missed something, or you didn’t clean something. Then either we didn’t clarify what the job was, there was some missed training in there somewhere.
Re-Cleaning is Going to Need Some Retraining
And so, whatever this re-clean is, is going to need some retraining as well. That’s cumbersome and house cleaners don’t like that. So oftentimes they will jump through hoops to make sure everything is exactly as it’s supposed to be so that they don’t have a re-clean and a retrain. So that’s their punishment and what are they going to say? “Oh, I got punished because I had to go back through training.”
No, it’s part of their job. They signed to that when they got hired. The next thing is, if you pay the house cleaner for the job. If you pay them by the job and you get a re-clean, the job is not done. So, then they have to go because they’re not done yet. And so, they have to go back and they have to re-clean and that is included in their pay.
So, do you pay by the hour? Yes, you have to repay if there’s a re-clean. If you pay them by the job, you might say, “Hey, the job is not finished until it’s finished.” Have them sign that as well, so that at least everyone is on the same page. Everyone understands the rules.
Set Up a Satisfaction Guarantee Fund
Now, one of the thing you could do is set up a satisfaction guarantee fund. And what that is, is when money comes in from jobs we earn, a piece of that money, it might be 10%, goes into a kit. And the kit goes to pay if you have to send the cleaners back on a job to redo it.
So, at the end of the month, if there’s money left over, there’s 10% of all the jobs leftover. If nobody had to go back and there were no returns, the money that’s left, you split up evenly for all the people that are there.
Your Guarantee Fund Can Be a Bonus
So then they might say, “Well, wait a second, if I’m good on my job and I’m thorough and I’m efficient and I stay on time. And I make the customers happy, at the end of the month, there might be a huge bonus for me, 10% of all the earnings that we earned.”
So, what happens is then there’s an incentive on every single job for every single person to do the very best work that they can so there are no re-cleans. Because if you have to send somebody back for a re-clean they’re taking money out of that pot.
Then their coworkers are looking at them like, “Oh no, our profits went down because the money we were going to get at the end of the month had to pay you to go do a re-clean. What’s up with that.”
Satisfaction Guarantee Funds Make it Pay Per Performance
So, it creates this weird, “Oh my goodness, I’m so sorry. I’ll never let that happen again.” And it’s kind of a pay for performance. And so, this system is great because it encourages everybody to check each other’s work. And it encourages them to make sure that if there are teams and there are two people working together. That they double check that nobody missed anything.
They want to get the bonus money at the end of the month. You can set your business up any way that you want, as long as it’s legal and as long as your employees get paid. But it needs to be understood by the employee and the program needs to be consistent.
So, don’t one month, have profit sharing and then the next month there’s no profit sharing. Don’t one month, send people back to re-clean and you insist that they have training and then the next month you don’t do that.
Be Consistent to Avoid Re-Cleans
You have to be consistent with your formulas so that everybody knows what rules you’re playing by. Because like little tiny children, when the rules are clear, the behavior is consistent.
Everybody knows exactly what the rules are and what happens if you malfunction on whatever it is, you’re supposed to do. So, keep the rules consistent, be strict about it and make sure that everyone understands why you’re doing this. Because it’s part of running a business.
The satisfaction guarantee fund is a great idea because it makes sure that the customers are happy. It makes sure that the employees are happy and it kind of lights a fire underneath them to not let the other employees down. Because at the end of the month, everybody gets a little something extra if everybody does a great job.Resources
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