Three Words That Will Empower Your Cleaning Technicians
The truth is, many of these owners are "hearing" the complaints but not "listening" to the problem. We often forget that our cleaning technicians are in the field every day, providing the service we sell. As such, they experience system problems first hand. If you aren't encouraging your employees to help solve problems, they often resort to complaining.
This is why empowering your cleaning technicians is so important.
If you give them opportunities to share their expertise and voice their opinions, they will feel more engaged in the business. And when employees are engaged, morale and productivity improves.
Here is an example. Let's say you have an employee that complains about the system they use to clean a two story home. Instead of ignoring their complaint or telling them "that's the way we do it here," ask these three words: "What's Your Recommendation?" then listen to what they have to say.
When you turn it around and ask for their recommendation, they'll start to think of solutions before running to you or your supervisors to complain. The idea is to get your cleaning technicians to start thinking on their own, not to rely solely on the owner, supervisor or team leader to solve all their problems. As stated above, the best way to get your cleaning technicians to start thinking on their own is to ask questions.
For example; when confronted by an employee with a complaint or problem, begin by asking them “please explain to me what exactly the problem is" and “have you thought about any solutions to fix the problem?” Asking questions allows the cleaning technician to think more in-depth about the problem and come up with a solution or two on their own. Both parties can then come up with the best resolution, together. This type of approach encourages the employee to think through their problem and initiate the correct action instead of relying on someone else to solve their problem.
Be open and available to your cleaning technician's questions and problems. If your employees confront you with a problem, don't just ignore them or seem uninterested or frustrated in what they have to say. Listen, respond and be supportive, no matter how busy your schedule may be.
After all, these are the front line workers. They will be able to provide you with insight into what is working and what's not with your cleaning business. The more involved they feel they are when it comes to decision making and problem solving within your company environment, the more constructive and useful they will become.
By asking your cleaning technicians questions and for their recommendations, you empower them to solve problems for your company. You and your team leaders will start to see yourselves as coaches and trainers instead of just bosses; and your employees will take more pride in their work, knowing they play an important role in the business. And when that happens, you are not only grooming them for leadership positions but creating an overall healthier culture of your cleaning company.
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PDF Download - The program has 85 pages that are broken down into sections that you can use to train your team leaders over time. Team Leader Training Program for Residential Cleaners Developing and honing the skills of your cleaning technicians begins with proper leadership. In order to do that you must first coach your team leaders on how to be leaders, trainers, evaluators and mentors. This program is designed to help you, the business owner, groom your best employees for the next step in their career development. To learn more about this system and purchase, visit our store. |
