Putting out fires, that's how business cleaning owners spend their days, putting out fires.
We're going to talk about that a little bit today.
Hi 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.
Now today's question comes from a house cleaning business owner who says,
"I spend all my days putting out fires.
How on earth am I supposed to run a business when I'm spending my day putting out fires?"
That's an excellent question, and it comes down to just a couple of things.
Can you anticipate the problems that you're going to have in your business?
The reason I ask is because most businesses have the same five or six
complaints from customers.
If you have the same recurring complaints, then instead of putting out fires again, and
again, and again, what you do is you create a system that puts out the fire for you.
So, you anticipate the problem in advance, and then you create a system to put the fire
out before you get there.
For example, in my business we have a no drama work place.
If you ever apply for a job at my company, in the advertisement that will tell you about
the job, it says, "Drama free workplace."
Right?
The reason we do that is this, from day one, you know what the expectations are.
So, when you show up, and you go through a job interview, I explain to you, "By the way,
we are a drama free workplace.
So, if you bring your drama with you, you're not a good fit for our business."
So, from day one, the employees know, I'm not to bring my drama and all my problems
and my chaos and all this stuff with me to work.
Leave it at home, leave it in your car, I don't care, but it doesn't belong here, because
that interferes with our business, and we don't want to eek that out onto our customers.
What happens is, we have a system in place.
If you wake up, and you have a bad day, because I'm anticipating there will be a bad day,
right?
It's biorhythmic, we all have up and down days.
So, if you have a bad day, here's what happens when you get to work.
Then we've created a system for you to isolate yourself, you're going to be in solitary confinement
for the day, but that way you're not rubbing your negativity off on everyone else, and
we're not going to catch that like the plague.
That is the system.
Now there are days when I've had to put myself in solitary confinement, because I didn't
want to eek that out onto my employees, who then have to turn and face my customers, and
then I don't want them to eek it out on my customers.
Does that make sense?
What you want to do is you want to anticipate the problems that you're going to have, and
you want to create a system in place, and then you want to share that will all of your
employees.
Now you can go one step further, and you can share it with your customers, so that when
your customers have a particular problem, because you know it's coming, right?
You've prepared for this, because you know what the problems are that your business faces.
You share that with your customers if you have this problem, here is how we resolve it.
So then right up front, from the very beginning before things get out of control, and you're
spending all you day on the telephone and calling the employee and,
"Why did you do this?"
And calling the customer back, "And well the employee said this.
Well the customer said this."
And back and forth, and ahhhh.
Don't do that.
Have a particular system in place, the employee knows the rules, the customer knows the rules
and that's the default.
If this happens, everybody on your team knows how to put out that fire.
Then last but not least, empower your employees to put out those fires.
We talked in one of our episodes about always protect your brand, but give your employee
empowerment to resolve that problem.
The customer knows how you're going to resolve it, the employee know how to resolve it, and
you've empowered the employee to solve that on your behalf.
If there are any questions, if anything malfunctions and they have to make a decision that is not
part of the plan, they default back to another system you've created, which is always protect
your brand.
They're going to make a decision that's in the best interest of the customer, and your
company.
All right, so don't spend your time putting out fires, because it's a waste of time.
You're going to do it five or six times until you figure out what those problems are.
Then you're going to create a template and a default
so you can always refer back to that.
All right, so those are my two cents.
Until we meet again, leave the world a cleaner place than when you found it.
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