The New Account Startup! You Got the Job, Now What?

CROSS CONCEPTS ARTICLE SERIES: This series explores how to successfully manage and grow residential and commercial segments of our industry at the same time. In our 8th installment we will discuss the smooth start up of a new commercial account, what is necessary to make that happen and how it is different from a 1st time residential cleaning? You got the call...you got the job! Now what? Where do you begin? You will want to put your plan in action so that you have a step by step map of how to get this account off the ground without a hitch. Start up nights are so important and can go smoothly or can be a nightmare resulting in an unhappy client from day one. It's like the cartoon I once saw of 2 janitors looking over a brochure. One said" Oh, if we could just live up to all the promises in our brochure." And how true that is. After you have presented yourself professionally, completed a dynamite proposal package, made your sales presentation, sold the account, the moment of truth is here. It is your one opportunity to make good on your promises of superior work and deliver on customer satisfaction. If there are complaints or "issues" after the 1st night, you will have an uphill swim that will take your time and energy. Here are some things to address: The contract. This is a must in commercial cleaning. Not quite as important on the residential side. The contract will clearly identify all of the particulars of the account such:

1. Client name and address.
2. Start date and effective dates of service.
3. Contracted price and billing rate for extra services.
4. When payment is due.
5. Cancellation clause (30-day notice is standard on both sides).
6. Signatures of you and the client.

There is a great sample contract in the download section of The Janitorial Store. After the contract is completed, you will take it to the client for signature. Visit with Client. During the contract signing time, you will have an opportunity to visit the property and discuss important issues with the client. There are several particulars that you will need before the first night of cleaning. Some of these are:

1. Keys. Make certain that the keys you are given work. Try them. Code them, tag them and keep in a secure place. Make certain that you never write the client's name or address on the key tag.
2. Alarm codes. Just as important as the keys are the alarm codes. Be certain to test that while you are visiting with the client BEFORE the first night. Make sure it works!
3. Supplies. Discuss where they should be kept and where the outside dumpster is located for trash removal. Be certain that you and the client are in full agreement about supply storage. If the client is providing the consumable supplies, agree upon a way to coordinate the ordering so that your employees do not run out when they are cleaning.
4. Time of arrival. Discuss the appropriate time for your crew to arrive. Do they have people who work late? Are there time restrictions for leaving the building? Is this a safe area for your employees who will be there after dark? Where should they park to unload supplies and equipment?
5. Log Book. Before the days of "electronic communication" cleaning contractors used an onsite log book for daily communication between clients and cleaning crews. The log book is still used today in many areas. The book should contain a cover page identifying emergency contact numbers for your company supervisors or yourself. These will be a copy of the specifications, SDS sheets, and blank pages in which notes can be left for the cleaning crew. Part of the training on any new account is the daily use of the book. It is valuable in giving added methods of communication with the client. It does not, however, replace the necessity of personal face to face communication between the cleaning company and the client.

Getting the Staff. In the beginning, you may be cleaning the accounts yourself. As you get more accounts you will need to hire people to work some of the jobs. Hiring the right person is critical to your success. Referrals from current employees are a great source. If this is your first employee, a careful screening and interviewing process will help. Employees who work well for commercial cleaning are often people who have full time jobs and are looking to supplement their income with part time employment. Use creative wording in your ads like "get your first check next week", "start tomorrow" "4 immediate openings" (a Dick Ollek tip that served me well for many years, thanks Dick.) Church bulletins can bring many looking for part time work. Training your Employees. Training on the specifics of the new account is an important step toward a smooth start up. All accounts are different. If they don't know what to do or what is expected of them, their ability to meet the needs of the account is diminished. Your success in any account is dependent on the crew knowing what is expected and meeting those expectations. Be sure to review the contents of the specifications thoroughly before the first night. Gathering Supplies. Write out a list of all of the supplies you will need for the new account. Determine what you have on hand and what you will need to purchase. If you have not already partnered with a local supplier in your area, now is the time to do so. Paying retail price "off the shelf" will cost more in the end and will not provide you with the SDS safety sheets that you need. Have everything ready for the account before you go so that you do not waste time at the last minute purchasing "off the shelf." Once you have the contract in place, completed another visit to the site, supplies ordered, crew hired and training done, you are ready for Opening Night! A trip back to the new client the following day is necessary to work out any missed trash baskets or desks and get a first impression from your new client. Ask what they are happiest with and what could be improved. Continue to visit the new client often during the first month to make certain that the initial kinks are worked out and everyone is happy with the progress. Careful attention to a smooth start up will help ease any real issues that come up later on.