- Hi guys,
today we're talking about how to train your staff
to ensure that you get good quality staff.
Firstly, training your staff is
the most important thing you can do.
Concentrating on that, once you start taking on staff,
to take your business to the next level.
I say it's the most important thing,
obviously getting customers is the most important thing,
but training your staff to actually get
to keep your customers, to keep your customers happy,
for you to get consistency and to train somebody,
the quickest possible way to deliver the results
in your business that you're currently delivering yourself,
that you need to portray to your customers,
otherwise, you'll lose your customers.
In the beginning of my cleaning business
I really struggled with this,
but please always bear in mind,
you're not the only one going through this.
Everybody struggles to get through that first stage
of the training and how to get it right.
But don't just try one thing and then think,
well that didn't work.
So try different things all the time
and improve it all the time,
and that's how you will get to
where you build your system of actually training your staff,
so all of them are trained exactly the same way,
on the system, but also you can set it up
so you're not doing it,
nor do you have to pay a trainer to actually do it.
You can have a trainer going and further training
and actually keep on top of it and check,
but I will show you how to set that up
sort of an automotive system,
so you don't have to basically cost you quite a lot of money
to constantly train staff,
even if you do it yourself or if you get trainer,
(mumbles) costs you money.
So it's definitely beneficial to have it
on an automation system,
you know what works and what doesn't work.
So you just keep then implementing that
into the system and then just make it better
and better and better,
and that's how you grow.
So basically my first sort of tip will be
you will never employ your perfect employee,
you will never employ somebody
that's gonna be a quality person,
well you will quality person,
but not quality trained unless they're
highly, highly, highly trained
and like super awesome at what they do,
but they probably will start their own business then.
You have to get it out of your mind of
I'm gonna employ somebody that's gonna be awesome.
It's about employing people,
and you have to have certain core values
not normally goals or what they want to achieve,
but it's the core values, who they are as a person,
and if they're gonna be a good fit for your company.
Are they enthusiastic.
The right attitude to fit in with your company,
and then everything else you train them on.
Everything.
And I would say a suggestion,
when you first start employing staff,
the first thing you need to train your staff members on
is how to be a good or brilliant employee.
I think that's the first thing
you need to get over for them.
Like, a good employee,
make a list of everything you think a good employee is
and what they should be,
and then that's where you start training them.
This is what we do, this is what we don't do,
and as a sense of employee.
So you'll probably find that will help you
run your business so much easier as well.
If they know, well hang on a minute,
a good employee means that she gives me a checklist,
I need to do it because I need to check it in,
and not just tick, tick, tick, tick, tick,
but actually concentrate on it.
Because you pay them,
that's part of their job,
so that's kind of like what they need to do.
So yeah, and then the core values,
it's very important that they,
you know, I always employee people that's
friendly, bubbly, outgoing, enthusiastic,
and that attitude that comes with it,
which is, I can achieve anything and I can do anything.
Yep, you just train me, don't worry.
The people that always say no problem.
That's not a problem.
I'll just get on with it.
No problem.
And you get a feel, there are certain questions to ask
to get a feel for somebody that will
be able to do that for your business
and help your business grow
and going to care about your business as much as you do.
You are never gonna have an employee that's as good as you,
but if you can train them to be 90% as good as you,
that's a winner.
So it's all about training them in that way.
So I would definitely start with a checklist.
Why a checklist?
So say for instance you're gonna train somebody
on a bathroom and you have a checklist ready.
So you don't forget anything,
you know exactly what's covered,
but you get them already into the checklist sort of system
of this is how we do things.
Like, you start from the top, like say high dusting,
and then you tick it,
and then you train them yourself
physically doing the training.
When you first start your business this is very important.
Before you have trainers doing it for you,
which means it's just another loop
of sort of systems that follow that,
but first when you start doing the training,
you physically do the cleaning.
You take them through the technique.
Don't ask, don't sort of train them in results.
Don't train them in, when you're finished with the mirror,
say for instance it needs to be spotless,
no splash marks, and you have to make sure
you look at different angles so it doesn't glare.
And it's about the technique that you need to teach them.
This is how you use the material.
So for instance,
if you're gonna clean the mirror,
we use the e-cloth throughout my business
because they kill 99% of bacteria,
it's chemical-free cleaning, smearless results
they are absolutely amazing,
and what a time saver.
However, I would then tell them, right,
so you take the cloth, you fold it,
and they fold it again,
then you spray water on the mirror,
and then you wipe from the top left or right corner,
sort of an S shape,
and you make sure that you cover the entire mirror.
Then you gently tilt your head from one side
and check for smear marks and smudges.
Then you go the other side
and you check from that side as well.
And if there is still a smear mark or a smudge mark on there
you take a clean cloth and you just go over the mirror
again to make sure then that smear marks are finished.
Now at no point did I say it needs to be spotless
and all this,
the results will speak for itself
once you get the technique right.
Now you as a cleaning business,
I know you know what techniques you use and how you do it,
so it's literally just getting those techniques over,
like when you clean the toilet.
Do they start from the bottom?
How do they sort of start?
One thing my cleaners always had to do,
was say for instance when they first went into a house
they had to put the toilet brush in the toilet
and put bleach in there and leave it,
and the inside of that was always left for last
because once we've cleaned the brush a little bit,
then obviously the bowl got scrubbed,
then some nice smelly stuff was put in afterwards.
But at least then the brush got cleaned.
But show them exactly,
talk them through the process.
This is the technique.
This is why we do it this way.
This is the materials you use,
this is the materials not to use,
and this could happen if you do this.
But everything you're gonna train them on,
there's a reason because if you say,
for instance you do use chemicals
and you use like Windolene
or something to clean mirrors with,
there's a reason you use that product,
because you think it's good or you've tried other ones,
they weren't as good.
So explain to them why this is the best product to use
and how to use it.
Then once you've sort of gone through the list
and you've, basically you clean the bathroom
like you normally do a house,
and that's how you're gonna train them.
Exactly that.
Because also, the checklist will ensure
that they follow the system,
they follow that routine.
And then that routine will get embedded,
and they will follow your routine and your techniques.
So, they will get in the flow of it.
And then the next thing you do is basically
then let them do the cleaning,
but ask them to teach you.
They will be you.
So they're gonna teach you what you've just taught them
to reinforce that.
So, by watching and by listening to what you're saying
and how you're doing it,
it's enforcing it probably, I would say, about 40%
into sort of their brain.
They only remember 40%.
And I'm not talking about cleaners,
that's just us humans.
If you read something you only remember 20%,
and if you read and see something,
like if you watch a video and you hear it as well,
you probably will only remember 40%.
And so it goes on.
So the more you can reinforce your techniques
and your cleaning,
the better it will be and the more they'll remember.
So then when they then go,
make sure they use the checklist.
So we'll start with the high dusting,
and then we work our way through
down to the bottom of the list.
So they do exactly everything.
And this should literally,
if it was going to take you a day,
say for instance to do this.
Then the next day, let them go to sleep on it,
then the next day you let them train you again
and you take notes.
You take notes about things
that they're not quite doing correctly,
and then while they're doing it
just sort of say to them,
basically discuss the fact that they haven't done it,
why they haven't done it.
Don't say, well you didn't do that,
you didn't do that properly.
Just say, oh, can you please just remember,
like yesterday when I trained you
that we do this and this is because we do this,
because we don't want this happening.
So it's all about reinforcing that training.
And then once you've sort of done that,
then basically discuss what you've just gone through.
Like, they've done it.
And if they've missed loads of stuff
I would literally clean it again and reinforce,
and it doesn't matter if that place is already clean.
It's not so much about,
you're not training them to remove the dirt,
although you will be removing the dirt,
you're training them a technique.
So you show them how things are done.
So even i you've just cleaned it
it doesn't matter if you clean it again
because you're showing technique.
And be very thorough in your technique
and always imagine the person that you're talking to
has got literally no idea what's going on in your head.
Like literally, they start from scratch.
They've never done cleaning,
even if they've got cleaning experience.
Imagine they are like a baby.
And I'm not saying talk to them like a baby,
what I mean is sometimes business owners has got,
and actually I've got a very bad habit,
of explaining things to people,
but with that bearing in my mind,
I understand what I mean,
but when I say it to people,
that's something I really struggle with,
'cause they didn't always understand what I meant
because I meant something that was already in my head,
and I didn't always get over the right way of saying things.
Until I got to the philosophy of, okay,
just imagine they know nothing.
So I need to get everything out of my head into theirs.
Just bear with it.
And like I say, if they're cleaning then on the
second time they've cleaned it, if it's okay,
and if you think it's sort of 80% to 90% possible,
then you can actually place them on a job,
and then follow them and make sure
that they do it correctly.
Don't just send them into a job and leave them.
Go with them.
Make sure, well for one make sure the customer's met them
so the customer knows who's
actually cleaning their property.
Go with them, explain things to them,
because every house is different.
Say for instance, you haven't got a toaster in one house,
you haven't got one and then you
have got one in another house,
and they're like, well hang on a minute,
like, well, should I clean the toaster or not?
Because it's not in that house.
So it's all about every single house,
sort of individually.
And this might sound like a lot of work,
but it actually isn't.
All you have to do is just walk through.
If they missed the toaster in one house, not the other one,
only the first time you go,
then you just say, oh,
please remember to do the toaster.
We normally do the underneath, blah, blah, blah
this is how we do toasters,
in case they didn't get the message.
And then they should be good to go.
But if you've employed somebody that's got enthusiasm,
and they've got the right attitude,
they've got the right mindset,
and they're sort of like a get go person,
which I always looked for,
is the actual energy they project,
then they will do very well on the cleaning,
and they will probably remember a lot more
because they all want to be a good cleaner.
They all want to be a good employee,
as you've already told them, this is a good employee.
So they will want to be.
And you probably will find you will have less
problems with staff filling in checklists
because they have to fill one in on every job,
and fill it in to make sure they don't forget anything
because it's easily forgotten.
You change your pattern or something one day
and you forget,
and then it's like,
then you get like complaints or you get to a point
where you might lose a customer.
And it's all, this is ensuring
that you don't lose that customer.
Because remember a few,
well actually a couple of weeks ago
I did a video about customer's worth.
Always remember your customer worth,
and I would put so much effort into this training
because this will either,
I would say it's a make or break,
but the more thorough you do when you first do it,
the better it will be for your business,
and the better resource you'll get,
the more skill your staff will have,
the more consistency you will have
in your training and you're cleaning throughout.
And if you have trainers,
they have to be trained as well,
and they constantly have to be trained.
You have to refresh this because
if they've done different cleanings at another company,
and all of a sudden you're training them your way,
they might have bad habits
that came from somebody else's company,
or that they just think, well this is how I clean my house.
That bad habits might start creeping in,
and then you might sort of start
experience some problems again.
So just keep on top of it,
and then just keep retraining them,
and sort of say this is training for this month.
So we'll train our staff on how to do things a certain way.
Like say for instance, the toilet.
This month we'll concentrate on toilet cleaning.
And if you ever get a complaint in from a customer,
tell all your staff.
This is the complaint, this is how we correct it,
we're gonna make sure it doesn't happen again.
But you don't want the same sort of problem coming up,
but that is also a very good indicator
if there's maybe something missing in your training.
And then the best, best, best, best way
to actually automate this whole training program
or to build your own program,
and this sounds like such a vast and big job,
but actually all it is is the fact that
if you, say for instance, do the toilet cleaning,
and you basically record yourself,
it'd probably be better to get an employee to do it,
but when you first start out you record yourself
with the technique, the materials, what, where, and how.
Then you can upload it to YouTube
as an unlisted video, so it's not public.
And then you can actually,
like once you've recorded all your videos,
like everything to do, say for instance with the bathroom,
then you upload it to YouTube and you can actually
let your staff go through those training videos
before you even start training them yourself personally.
So you do the bathroom and then you can
actually create a playlist,
so you can say bathroom playlist, kitchen playlist,
and you go through all the sort of main items to be cleaned,
and they can then,
the first thing they do then when they
come into your company is actually do those training videos.
But the consistency of your training
will be vastly improved
because of the fact that that videos are where they are
and they stay the same,
and everybody will be trained exactly the same way.
You won't have this one saying, "Oh, I use these cloths."
and this one, "Oh, I use this for mirror."
and then you're like, "Well hang on a minute,
"but I told you to use Windolene" for instance.
And then they're like, yeah, but I found this one better.
No, and then you retrain them.
Because that's not what should happen.
When you train your staff you should make sure they know
your techniques, your materials,
and if they do want to switch
or they do find another product that's better,
they ask you first.
Then you can try it out and you can decide.
This is your reputation, your business,
and it's very important that you actually get
this message over at the what a good employee makes
and what their responsibilities are.
Like I say before, if they don't fill in the checklist,
well that's part of their job to fill that checklist in,
so if you pay them say 10 pounds an hour,
well hang on a minute,
so I'm only gonna pay you 9 if you don't fill it in
because the part of your pay package
is to fill that checklist in
and if you don't fill it in,
then you expect me to pay you,
so you're lying to me, you're lying,
you've just quickly done that,
or you're lying because you haven't filled it in,
and you're not fulfilling your responsibilities.
So be strict on that one.
It's not worth firing somebody over that, obviously,
but be strict on them filling in the checklist
and make sure everybody does it.
Don't give leeway to the supervisor
because she's a supervisor.
Everybody's gotta do it across the board,
and then that way once again
you've got that consistency,
and at the end of the week, give it into the supervisor
or the team leader or you,
so that you have a record of it.
You know it's done, and it's just building that up
and make sure it's done,
and keep on top of that so they know they need to do it.
And then obviously, with the training,
I would still, even if somebody's worked for my business
for like 10, 12 years, I still went in
and checked their work.
The better the work got, the more gap I left.
So I would say the longest gap I left was monthly.
But I always checked exactly after they've cleaned,
and if there was problems there then
I would take a picture or video it
and then call her into office and say,
right this is what I found.
And find out first why this was happening
or it was literally just human error,
and then retrain accordingly
to nip those problems in the bud quite quickly,
and the quicker you get there
the better your results will be at the end.
And keep reminding them about the good staff,
about how to be a brilliant employee
and how you can help me grow my business,
and I will help you grow you,
as a person, as individual, and you can earn money that way.
So like I say guys, focus on
hiring for integrity, hiring for attitude,
the happy people.
People that you know is going to be willing to help you.
And then train for skill.
Train or skill, consistency,
and train with technique rather than results based.
If you're not yet part of my (mumbles) Facebook group,
it's cleaning, a business community,
it's just a group where loads of people,
like-minded cleaning business owners come together.
If you're thinking of starting a cleaning business
or you've got between one and 20 staff members,
that's the group for you.
I tend to keep it really small
because I want us to discuss kind of like the same issues,
and not have one, oh that registered here,
and this one charges 70, and this one charges 20.
I keep sort of the people in there the same kind of people
so we can get those people onto the next stage.
I also a free 30 minute, free consultation when you join.
And it's just to find out where you are
and what your best next steps are for you
to actually take that step.
You know when you feel,
I don't know where to start,
or what do I do?
I've got all this information coming out,
but I don't know what is best for me
to take the next step in my business.
So guys that's it for this live.
Please remember if you've liked this video
and you'd like more like this,
please remember to give me a heart or a like,
I would really appreciate that.
And I would love for you to share it,
and if you do share it please remember
to comment and share below,
because I would personally like to thank you.
But in the meantime, I wish you all the success
and the best for your business.
See you later.
Bye.
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