Properly training your employees improves your company image.

Training Programs Part 1 - How Important is a Solid Training Program for Your Cleaning Business?

If someone asked you to name the places where you do business and feel you get outstanding service, which companies would you pick? In thinking about those companies, what is the one thing that made you select them as a winner?

Could it be how you were treated? Could it be that winning your business mattered to them? In most cases, that is the number one answer for identifying an outstanding company. It is often not their price, not their selection, not how the store looks, but always HOW important you were made to feel when you did business with them.

All of this points to one area in our businesses that is sometimes sorely lacking: Training Our Employees

How we train out people to represent us and our companies can be crucial to our success. After all, the employee in the field, whether it is a friend, a relative or a new hire, represents your company in everything they do.

From the way they greet a client, to their appearance, to their responses when asked a question, to the quality of work, to how a problem is handled, all of these things speak volumes about your company and will either promote or destroy your company's good will.

Training then takes on huge importance when thinking about new hires, current employees and growth of your company. From the 1st day on the job, training is the most important benefit you can give a new hire. You will be anxious to get them trained on cleaning procedures, but that should be second after the company orientation. Do you have an orientation meeting with new hires?

What happens when a new employee is not trained and doesn't get the importance of courteous customer contact? Misunderstanding, misrepresentation, misspoken words, and in the end, customers who are unaware of the value of using your service are the result of the lack of a structured training program. When employees are not fully trained or informed about all of your company's available services, the opportunity for lost sales and revenue are great.

Develop a training program that is simple, structured and easy to follow by:

1. Plan a company orientation class for the first day on the job. During this class, review things such as: where to park, breaks and lunch time, pay procedures, and general office review and everything a new hire needs to know about your physical office.

1. Teach the use of time sheets or your method for reporting hours and pay check dates. Thoroughly explain how your pay system works. Pay checks are very important to employees and understanding when they get paid and how to fill out time sheets are the most important part of the process. When mistakes are made on paychecks, it diminishes the employee's confidence in the company.

1. Review general company policies or handbook if you have one in place. Go through each page and have employee sign and date a form stating that they have received a copy of your company policy and employee handbook and understand the contents.

1. Review the general conduct expected from employees in terms of contact with the clients, services offered by the company, procedures for unhappy clients or complaints on the job, accident or injury reporting, safety procedures, and chemical safety. Also review driving and courtesy on the road as they may be in a vehicle marked with your company name.

All of the above training issues are part of a general orientation that takes place BEFORE the first office or home is cleaned. This is sometimes more important training than on the job, technical training. Everything your employees do represents you and your company standards. When thorough, company orientation training is lacking the result is a poor image that no amount of advertising or quality work can overcome. See the next part in the two-part series: How to Train for Effective Performance.

Sharon L. Cowan is the former President and CEO of a multimillion dollar regional commercial and residential cleaning company. She has a passion for helping fellow business owners reach their potential and realize their dreams. Sharon is a popular speaker and workshop leader. She has been a guest speaker and seminar leader for BSCAI and ARCSI and twice won marketing awards from the BSCAI. Sharon holds workshops throughout the country teaching cleaning business owners how to maximize profits and grow their businesses. Sharon can be reached at 772-563-7320 or www.cleaningbusinessconsultinggroup.com See her profile at: //www.thejanitorialstore.com/public/603.cfm