Home' Inclean NZ : INCLEAN NZ May 2017 Contents 30 INCLEANNZ May 2017
Every night your
team leaves home
to clean the city
top to bottom.
They ensure the
workers of the
world return to find
their offices sparkly
and new every day.
team remember their training from years
before when they joined your business.
Because no matter how committed your
team are, they’ll need to remember a lot of
information to do an impeccable job every
time they’re on site.
And heaven forbid, if something were to
go wrong, you’ll want to know about it. Will
their reporting alert you to the issue or will
the client? Or will you have to guess based on
the time spent on site that something might
not be right?
All too often we don’t know of an issue
until the next day when clients are calling
asking if the team have been on-site and
exactly what were they doing. The key to
closing in on the dream of consistent service
delivery is training, clear expectations,
support and feedback.
How to train an invisible
The cleaning business has some nuances
that those who don’t work in our industry
simply won’t understand. And when it comes
to training your team, these nuances can
become profound challenges.
First, you don’t get your team all in the one
place to deliver training to them ‘straight
from the horse’s mouth’. You need to go to
them, and that can mean anywhere across
town, the state or the country, work unit at
Second, your teams are rarely available at
the same time as we all have so many mixed
work schedules and shift types.
By: Mark Jones*
Good training starts with
We want to deliver our team consistent
training information and ensure it’s been
understood. This is far from easy given the
points raised above, and difficult given we are
not always with our team in the field.
The best way to overcome this is to deliver
the information as it’s required. In the digital
age, it’s all about the now, survival of the
fastest. To be a leader you need to have the
information your team need in their hand
when they need it.
Your ops management system needs to
• safety and security information on all
• training info on all specific task activities
• access to refresher info on company training
on the ‘way you need to see it done’
Your team won’t use this information if it
isn’t available live in the field. And, having it
in a drawer in the office or in the glovebox of
the car isn’t helping anyone either.
You can support your team
from your lounge chair
Most nights, managers and supervisors will
stay in constant contact with the team in
the field. To date this has meant taking call
after call throughout the night and talking
staff through various sticky situations. Or
worse, having to go to site and imposing
a big impost on families of managers and
preventing you from being able to have down
time and recharge for the next day.
It needn’t be that way. In the palm of your
staff’s hand is the one work tool that can
unlock so much potential for your team day
in and day out.
With a digital operations system, you
can deliver your training and support to
your team as they need it. Most problems
are repetitive for new team members as
they learn new skills. Or the issues are
common to a site and encountered in turn
by subsequent staff. So why not upload the
issue and how to resolve it once, and then
let your team find the help they need when
they need it.
Efficient mobile operations systems
will allow this to be via video recordings,
diagrams, annotated images or uploaded
PDFs and SOPs. With any site there may be
a few times where you need to work things
out for your team. But if you can record it
once then the solution becomes available to
the rest of the team time and time again.
Quality control and feedback
The ability to offer immediate and objective
feedback to improve your team’s perfor mance
or safety requires working alongside them.
With many staff working alone and remotely
from management, maintaining quality
becomes a real challenge.
Your ops system should allow your supervisors
to see what has been completed, photographic
evidence of important work for ‘proof of
performance’ where necessary and an ability to
provide customers a portal to access recent site
activity and raise tickets for services needed.
Rely on training so you can
rely on your team
In a typical cleaning business your staff are
80 per cent of your cost base. To underinvest
in your biggest asset is to underinvest in your
service delivery, and therefore your future.
Training your team and ensuring this
training is accessible and frequently refreshed
is critical to ensuring lasting service quality
through a high quality team.
Backing this up with an operations system
will get you access to all the features and
capabilities in this article for your team and
clients from day one.
Mark Jones is a director of freshOps and Your
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