Glisten Academy® Training For Elite Cleaning Professionals
Professional Residential Cleaning Manager Certificate
Elevate your cleaning business by learning how to attract, hire, train and manage an elite team of cleaning professionals.
Module 1: Structuring Your House Cleaning Business
Will you offer single cleaners or teams of two? What uniforms should your staff wear? How often are you going to meet with your staff? How will you send their schedule out? What do you pay them and do you need to pay for mileage, travel time, breaks? What about customer tips and bonuses? What should my organizational structure look like?
Module 2: Finding Your Dream Employees
What type of person is the best type of house cleaner? What qualities are essential and which typically prized qualities are NOT important at all? Where should you advertise and what should your job ad say (and NOT say?)
Module 3: Job Interviews & Job Offers
How and where do you conduct interviews? Which exact questions do you ask to find out who is going to be a terrific employee? Which questions are a waste of time? How do you offer someone a job? Which types of questions should you ask their references?
Module 4: Dazzle Them At Employee Orientation
When do you orient a new employee? (It's not when you think). How should you structure this process for maximum efficiency and help them retain the information? How can you dazzle them right from the start so they fall in love with their new job and love cleaning houses?
Module 5: Training Your House Cleaning Staff
Teaching your employees everything they need to know (without wasting time on the stuff they don't need to know). How do you teach them to clean? Who teaches them to clean? How long should it take? When cleaning in teams, who does what? How do you teach them to do estimates? How do you train them to be professional representatives of your company and to handle problems and find solutions?
Module 6: Performance Management, Reviews, Development & Motivation
Who evaluates your cleaning staff, how often, and how? How do I document their performance? What if they get complaints? If they clean in teams of two, how do you know which employee is responsible for a complaint? How do you keep staff happy and fulfilled? How do you help them improve and become better at cleaning? How do you help them develop their skills and grow? How do you build a loyal, shining team so your cleaning business is a huge success?
Module 8: Communicating With Your Staff
How do you talk to your employees without being condescending? How do you get their respect while still being friendly and fun? How do you handle their texts and emails? What do you do when you have to contact them after hours? How do you respond to their personal problems? How do you deliver bad news and talk about awkward issues? 15-page PDF
Module 9: Every Single Issue and How To Solve Them All
How do you handle gossip and drama amongst your staff? (And yes, there will be plenty!) What do you do when you get a customer complaint about their cleaning? How do you know which employee is responsible for a complaint when they clean in teams? When do you know it's time to re-train? What do you do when a client accuses you of theft, breakage, or damage? What do you do when an employee quits with no notice? How do you handle an employee trying to steal your customers? What do you do when a customer complains your employee smells like smoke or B.O.? What do you do when a team doesn't want to work together anymore? What do you do when your employee gets caught doing something awful while in your company car or wearing your uniform? And what do you do when it's caught on camera or video? And shared on social media? I tackle all these issues and more with class and a level head (which is hard to have when you're caught up in the moment).
Forms, Templates & Checklists
Client Welcome Letter
Employee Non-Compete Agreement
Employee Warning Letter
Job Audition Evaluation Form
Job Interview Questions
Reference Check Questions
Manager Job Duties
Cleaning Consultant Job Duties
Residential Cleaning Checklist
Sales Copy for Emails/Website
Sample Job Offer Email
Service Agreement with Clients
Working Interview Timesheet