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QUESTION:
Hi Debbie, I've got a quick question about your arrangement with your subcontractors.
Your website does a great job of promoting other services besides just your maid service. And I know you are interested in becoming the one-stop shop for all your customers' home service needs. I'd like to do the same; however, I worry about how to set up this relation with the "partnering" companies.
ANSWER:
Hi Jerry, the easiest way for you to expand your services is to create a relationship with a vendor and just ask for an affiliate commission. Let them handle the payment. You only handle the appointment. They take it from there.
For example, if you create an affiliate commission with a carpet cleaner, ask for a percentage of the job (i.e. 10% or 7%) or ask for a flat affiliate referral commission, like $30 per job. That keeps it simple. You tell your clients you have two carpet cleaning companies you work and you can take care of all the details and reduce the hassle for them (the benefit to them: you have their key, you have their alarm code, you've pre-screened them, you know they are "safe", you know they do good work, etc.). You find out when your customer wants the service, how many rooms or how many windows, etc. what day, what time and you pass all that on to the vendor. He takes it from there. If there is a reschedule he calls the client, if there is payment he collects it, if there is a complaint he handles it.
Only use proven sources for this. If he makes a mess of things (pulls a no show, forgets what to do, did the wrong rooms, broke something, etc.) more than once or twice then find someone who can consistently do it right.
I hope this helps, Debbie |
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QUESTION:
Hi Debbie, I wondered if you could give me an example of your wording you use when you are give a quote to a client for the first time. I am referring to what you say in reguards to "the rates quoted are an "estimate" and they will be contacted if during the initial cleaning our team sees that they will need more time than originally quoted or expected"? I want to add this type of wording to my "Estimate Of Services" form that we leave with a customer after an estimate.
Any help with that would be appreciated! Thanks, Julie....
ANSWER:
Hi Julie: if you are not going to quote flat rates, then you need to clearly state in writing that your services are charged "by the hour" and your estimate is just for the purpose of giving them a ball park figure they can expect to spend.
It is also important that you clearly state what your "per labor hour" fee is and give them an example. Do not leave confusion over "$30 per hour times three maids" Make sure you they know that is actually $90 per hour, or $30 per labor hour per person.
Confusion over your per hour labor charge is what will get you into the most hot water if you are not clear. People do not listen well, so be sure you clearly state it in several ways, offering an example and putting it in writing! The best way to help people understand your pricing is just an "estimate" is to quote a range, for instance "the fee will probably fall between $300 and $375 if condition are average or better. In severe cases your fee may be over $400. The condition of your home will dictate the time needed to clean."
I hope this helps, Debbie.
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QUESTION:
I saw one person you were helping had fantastic success with the ad you helped her create. I can't offer a huge hourly rate in my help wanted ads, because my current employees would hit me up for raises. Would you help me out on this MAJOR problem? What are the magic words, offers, phrases, whatever ... that will get people to apply for a job with me, without breaking the bank? Help me solve this problem, and you walk on water!
Anyway, thanks again for all the help you have given me. Take Care. - Steve
ANSWER:
Hi Steve, it seems you have two issues we need to deal with. Number one, the wording of your current ads. Your ad must scream benefits, benefits, benefits. Many ads I see stress rules, rules, rules. You can guess the kind of response they get.
If you tend to get an excessive number of calls from unqualified applicants employ the use of a "job information line" and publish that phone number as your contact. At the end of the recording your applicants call you can give out the phone number to your office or the address (whichever you prefer) so they apply if they did not disqualify themselves after listening to the job requirements that were described in the recording ("must have a valid driver's liscence, must be able to pass a criminal background check, must have a safe driving record, must be over 21, must have long term, verifiable job history" - whatever your job criteria are, state those in the recorded job information line). But, start the recording with your job benefits, end up by describing the minimum qualifications.
The second issue is higher pay. You are right, you can't advertise higher wages to new employees than what you pay your existing staff. But, you can come up with a higher qualifying pay that you make available to all employees if they perform at a higher level than the current standard.
Create this new "level" and bonus it. Any employee, new or old, will earn it if they achieve your stated goal. For instance, if absenteeism is rampant among your workers, create a weekly incentive pay for anyone who goes all week without a single absence. Caution, don't budge on this rule.
Or if you are trying to increase the number of jobs done per day per team create an incentive bonuse for reaching that quota. Give the incentive pay to any one, or any team that cleans a certain number of jobs. This would be the number of jobs you truly want people to do and so far it's next to impossible to get them to do it. Set a number you believe is possible for them to clean, but they're just not motivated enough to achieve. If you want that number to be 5 houses per day, then set the bonus at that. That said, you can advertise earnings potential in the paper - if they perform at the required level they too can earn this higher amount.
I hope this helps, Debbie. |
