The difficulty of hiring and retaining suitable employees for your Residential Cleaning Business

It is easy to start a new venture with stars in your eyes; optimism and positivity do have their places, but sometimes it's necessary to consider what could go wrong. By looking ahead at possible mishaps, you will have a plan in place to solve all problems. Well, maybe not all problems – but at least some of them. It's easier to cope with unplanned hiccups if you have at least considered them before they occur. Read on for common problems faced by the owners of residential cleaning businesses.

Hiring the right personnel and keeping our clients

This is a worldwide problem in 2021, especially after the pandemic changed mindsets and showed workers that they had options. According to CNBC, there are one million more jobs open in the United States than unemployed people. CNBC also reports that “almost one-third of small business owners say they have had open positions they are unable to fill for at least three months, double the level from a year ago.” This is not good news if you are in the position of having to hire workers.

 As a small business owner, you need employees, but it is not simply a case of making do with any warm body; you need people who will perform at a high level in order to reflect well on your cleaning company.

What can you do?

• Although it may seem counterintuitive when you are trying to maximize profits, you may have to increase the hourly wages you pay. The average hourly wage for house cleaners in the US is $11.25, which works out to $23,000 per year. But this varies widely depending on the location. For example, in Kentucky, residential cleaners average $21,161 per year, while in Vermont, the average salary is $30,427. Cities and municipal areas dictate salaries as well; the average hourly wage is $17.20 ($27,520 annually) in Los Angeles and $19.63 ($31,408 annually) in Chicago.
  
  
• Make sure to do your research about competitive salaries in your area. You can also offer further incentives such as health insurance. Remember, you should be thinking about more than simply hiring the best person – you want to retain that cleaning technician.
  
  
• S. News and World Report states that “49% of companies with a need for industry and manual services workers say it is ‘somewhat' or ‘very' difficult to retain workers, compared with 30% reporting that prior to the pandemic.”
  
  
• Before you begin recruiting and interviewing, make sure to create a detailed job description. This makes it far more likely that you will hire someone who is on the same page as you and thus likely to stay the course. A good attitude and work ethic is more indicative of future success than prior house cleaning experience. You can teach or coach someone to be an excellent cleaner, but you can't necessarily change someone's character.
  
  
• After the hiring process, have a thorough onboarding process that sets your employees up for success. My House Cleaning Biz offers a webinar for members called Effective Onboarding for Cleaning Companies that can help you with this process.
  
  

Customer dissatisfaction

As much as you would like to maintain a spotless record and have the equivalent of 5 Michelin stars for your cleaning company, the reality is that you are bound to encounter some unhappy clients. The difference between success and failure lies in your reaction to complaints or negative feedback.

What can you do?

• First of all, tell yourself ahead of time that you will not take complaints personally, no matter what. This is business.
  
  
• Second, be prepared to look at the situation dispassionately and decide where the problem actually lies.
  
  
• If the problem is that cleaning technicians have spoken rudely or cleaned unsatisfactorily, you may need to look at yourself and your training procedures. Is the employee performing poorly because he or she doesn't know any better?
  
  
• Training is not simply a one-time thing. It should be ongoing, and you need to have procedures in place for quality assurance. Employees need and deserve feedback, as it is difficult for them to feel invested if they think nobody is concerned with what they are doing. You may find our article, Fix the System, Not the Cleaning Technicians
  
  
• Feedback should not necessarily be negative. People work harder when they know that their work is appreciated. One study by Hubspot reported that 69% of employees say that they would work harder if they were better appreciated.
  
  
• If the problem is not a training or quality control issue, it may be the employee who is a bad fit for your company. Someone who refuses to improve or learn despite support and coaching is not an asset to your business.
  
  
• It may also be that your employee is simply struggling with issues outside of the business. After all, it is difficult to focus on cleaning if there is a sick child at home or if someone is fighting depression. In cases like this, communication and understanding are key. If the employee is usually capable, don't give up on them right away. Offer support and encouragement and work to find a solution together.
  
  
• And if the problem is not with you or your employee, consider the fact that the client may have unreasonable expectations. Communicate with this client professionally and kindly to see if you can work out your issues. Even if the client ends up dismissing your services for another cleaning company, you want to end on a good note to lessen the chance of an unfavorable review.
  
  
• Ask yourself what you can do to make your clients feel that you are offering value for money. Sometimes, small acts of kindness can make them feel appreciated and as if they are truly getting superior service. For suggestions on how to elevate the level of your service and increase customer satisfaction, read our article, What Makes a Home Cleaning Business Unique?

 There are a host of other things that can go wrong, and quite frankly, you won't be able to anticipate all of them. For example, you should consider how you would handle the following typical problems before they occur:

• Your company van breaks down
  • Have a backup transportation option or be prepared to rent a vehicle
    
    
• A cleaner calls in sick at the last minute
  • Always have a couple of extra cleaners who can sub in
    
    
• A cleaner accidentally breaks an item in a client's home
  • Act promptly to deal with the situation, and remember – this is why you pay the insurance costs to be bonded.
    
    
• A snowstorm prevents travel
  • Reschedule jobs for the day. If this seems like an insurmountable problem as you think about it, maybe it's time for you to invest in a scheduling software program.
    
    
• A client cancels on the day of service
  • Have a system in place so that your clients are aware that they will pay a fee for last-minute cancellations.
    
    
• Equipment breaks down
  • Before this has a chance to happen, make sure that your equipment is always reliably maintained. Always budget for replacements.