Integrity - 9.13.08
As my business grows I have to continually adapt to the changes that arise and much of this lately has had to do with staffing. When I tell a client that we will be there to clean for them on a certain day I like to have 100% accuracy but sometimes we miss the mark. This doesn't happen very frequently but when it does I can sometimes give the client a days notice and sometimes I've had to contact them that day and let them know that we will be there the following day. I realize that my clients rely on my services being timely and consistent. I never want to be that housekeeping service that trails off in quality and dependability. I always try to find all the little bits of dust or dirt that will make the difference between good service and great service. I know that any excuse we provide for less then great service is just a poor reason for lack of planning or process management.
We also occassionally break something - like a glass or a soapdish. I always leave the client a note about this and offer to replace the item. Of course I prefer to leave lots of nice notes such as: "ran the dishwasher" or "wiped down the shelves in your medicine cabinet".
I am slowly moving more into my CEO role from technician and will need to devise ways to make sure quality control is done. I myself have had the staff of a housekeeper I liked come in and could tell they weren't the one doing the services. I don't see any of these issues as a roadblock but rather as challenges to engineer my way around in a way that satisfies both my clients and business.
Now that i have a couple of people working for me on a variable schedule I also have to take care to carefully note who works when to ensure the accuracy of our payroll. I really never thought I'd have payroll. I am thankful for QuickBooks, Nikia and other staff members, my insurance agent, a good attorney, wonderful clients, some financial backing from the Bank of Mom, and so many other ingredients that have allowed my business to continue to grow.
