Ethics for House Cleaners Ethics for House Cleaners Edition Ethics: How Do You Handle Broken Items While House Cleaning? (Your Answers) You can’t ignore it when you break something that doesn’t belong to you. You have to tell the customer and offer to pay for it. If you carry a general liability insurance policy, and the item is expensive, you’ll be covered if you have to replace it. If the item is not expensive, offer to pay for it out of pocket. At the least, apologize for breaking the item. NOTE: Apologies in person or via phone are always better than text. Try to fix the broken item with Super Glue. Then tell the client what happened and offer to replace it. Trying to fix it shows your willingness to make it right. If my employees break something at a client’s house they are expected to call me at the office and then I call the customer and handle it through the business. Accidents happen. If I find out an employee broke something and didn’t report it, they get written up and the money to fix or buy a new item comes out of their pay. #WorkSmartNotHard Quiz of Next Week & Next Weeks Newsletter Topic: Your turn, share your tips in the comment section below. You can also tweet me @SavvyCleaner Ask a House Cleaner – Code of Ethics for House Cleaners Do you have a code of ethics for house cleaners in your business? It may be a question you’ve never even asked. But did you know when a prospect searches your website they are not just looking for the cleaning services you offer? They are vetting you to see if your ethics meet their expectations. They want to learn a little about you. About your team and how you operate? A code of ethics for house cleaners in your team will spell out what you believe. It says “These are our rules. This is how we behave. Here is what you can expect from our cleaning company when you hire us.” What it tells your prospect is that you’ve thought through the possible scenarios. You are aware of bad things that can happen when you own a cleaning business. And you have systems in place to deal with those unfortunate moments. When a prospect hires you for house cleaning, they are inviting a perfect stranger into their home. For most people, their home is their most valuable possession. They want to know that they can trust you. Saying “Sure, I’m an honest person” isn’t enough. Honesty is subjective. You can rationalize just about anything. And it is usually your word against theirs. So having a code of ethics for house cleaners you dispatch builds confidence that you’ve got that area of your business covered. Ethics for House Cleaners on Social Media Does your code of ethics for house cleaners include social media? When your employee’s pin, post, snap, tweet, chat and go live – they are representing your brand. Do they know the rules? Here are some for starters. Keep all social media G-rated and family friendly. No cursing allowed in any social media posts including posts to personal accounts. No bullying, blaming, knocking or judging others in any public format. Avoid emotionally charged debates (religion, politics, prejudice). Refrain from posting, reposting or sharing offensive images. These include memes that are insulting or make fun of others. Avoid public cat fights. This includes someone knocking you, and you being defensive in your response. Take those conversations offline in direct messages, private messages, instant messages etc. Nobody wins from a public dramatic spat. Ethics for House Cleaners – Time-Saving Training Hack House cleaners ask me all the time about best training techniques for new hires. Here’s a time-saving hack that will save you a headache up front. In your pre-hire interview, address your code of ethics for house cleaners. Offer a troublesome scenario and let the new hire tell you how they would handle this situation. Have them read and sign your ethics policy. If a new hire can’t or won’t agree to obedience to your rules and regulations – the time to find that out is before you hire them. Keep the signed copy of your ethics policy in the new employee file. If you ever have a problem with them, they can’t come back and say they didn’t know your rules. If you have to enforce punishment, you have signed documentation to support your discipline. This is important for legal reasons. Ethics for House Cleaners – What Should You Include? One of the best places to start if you don’t know where to start is by looking at other house cleaning companies. I’d like to give a shout-out to a handful of companies who have taken the time to list their company core values. Look over these lists for ideas to trigger ideas. Don’t copy their ideas verbatim. Instead use these as inspiration to create your own code of conduct. ARCSI (The Association of Residential Cleaning Services International) – A Division of ISSA Boardwalk Cleaning Long Island Maids Maid in the Mountains – Holistic House Cleaning Maids By Trade My Obsession Cleaning Savvy Cleaner (House Cleaner Training & Certification) What’s going on with Angela? – Panic Control At Savvy Cleaner, we train house cleaners how to manage and grow their business. This past week there seemed to be a common thread among clients. Panic. The reasons for the panic varied from client to client but their response to the panic was the same. I asked them each one unusual question. “When was the last time you ate?” The answers ranged from 6 to 13 hours. Guess what? That’s too long to go without food. Your blood sugar dips and that messes with your brain, your energy, your senses and your ability to solve problems. Signs of low blood sugar include: Rapid Heartbeat Foggy Thinking Sudden Mood Changes Fatigue Headache Nervousness Shaking Panic Sweating Trouble Concentrating Dizziness So this is a back to basics business reminder that you need to eat regularly. If you are on a marathon clean – take protein smoothies with you and sip on them throughout the day. It’s best if you make your own smoothies to avoid processed sugars. And please don’t try to make hiring, firing, and quitting cleaning account decisions when you are hungry. Those decisions are not likely to be wise. Don’t ever miss a copy of this newsletter. Have it delivered each week to your inbox.