Raise your hand if you've ever taken a great cleaning technician and promoted him or her to a supervisor position. Ahh...I see lots of hands going up, including mine!
Now answer this -- what percentage of people that you promoted up from the ranks turned out to be a GREAT supervisor and what percentage failed? If your success rate is over 50% you're probably doing better than most cleaning business owners. Unfortunately, it doesn't always work out quite the way we envisioned.
The scenario usually goes like this. We have a cleaning technician that does a great job cleaning so we promote them to supervisor and give them a raise.
It's sometimes such a relief to have someone take over that time-consuming job from us that in our relief we often times drop the ball and neglect to follow up on the very people we pay to ensure quality control!
The other thing that starts to happen is that when they are doing the quality control checks, they are doing a quick walk-through of the location, not using the critical eye that we as owners use. Pretty soon all the locations are showing signs of neglect, and when we finally get into our clients' locations to check things out we are shocked and angry at what we see.
Can you relate to this?
Steve was the one in our company with the critical eye and could spot dust on a chair leg from a mile away. So here is what I did to help our supervisors become better at quality control.
I created a Quality Control checklist that was different from a list of specifications. Instead of listing each task they needed to complete, it listed what the home or office should look like. For example, "Ceiling fan blades should be free of dust. Front door glass should be free of dust and fingerprints."
I then went over this with the supervisors, explaining that these are the things that Steve looks for when he walks through a client location. If you can make sure the apprearance of the location meets these standards, then we won't have a problem. But if Steve continues to look behind a door and see cobwebs, etc, then you're not doing your job on Quality Control.
Quality Control is just one of the important responsibilities a cleaning supervisor has. There are many other aspects of their job that they weren't responsible for as a cleaning technician. Don't set your supervisors up for failure by not training them on how to be a good supervisor. Give them the tools they need, and support them as they grow into the position.
If you'd like help with training new supervisors, check out our training programs: