ACS FACILITIES SVCS

 

 

IS AN EQUAL OPPORTUNITY EMPLOYER

 

 

 

 

EMPLOYMENT POLICIES

AND PROCEDURES

 

 

 

 

 

A warm and friendly welcome to you

as a new Advantage Cleaning Services employee.

 

 

 

 

Revised Effective 4/17/17

 

 

 

 

 

 

Corporate Mission Statement

 

To provide “The Most Sensational Service Experience Ever” Accomplished by providing consistent, reliable and healthy cleaning every time, on time.

 

Values

 

A commitment to act with honesty and integrity at all times in all aspects of our business, to be professional in doing our job, and to live and breathe our four core values.

  1. “Team First”.
  2. “Solve Problems”.
  3. “Get Recognized”.
  4. “Do More”.

 

We have found there to be four types of individuals.

 

Type 1: Makes the numbers and lives the values. Result: The person goes onward and upward.

Type 2: Doesn't make the numbers or live the values. Result: The person is gone.

Type 3: Lives the values but misses the numbers. Result: Another chance or two, perhaps in a different position.

Type 4: Hits the numbers but doesn't live the values. Result: The person is gone.

 

 

Participation

 

An understanding that improved performance comes by all employees working together toward a common vision and requires treating all employees with fairness, respect and dignity, providing required training and recognizing risk taking and innovation.

 

Profitability

A realization that job security, career advancement, recognition, and personal financial growth ultimately depends on the ability of our company to consistently generate profits.

 

 

 

 

 

Company Organization

 

Advantage Cleaning Services Inc is owned and managed by Larado Bulkley and

Jennifer Bulkley.

 

CEO – Larado Bulkley

Responsible for operation of Company

 

Vice President – Jennifer Bulkley

Responsible for operations and key decisions

 

Welcome!

 

Welcome to Advantage Cleaning Services Inc. ACS first began operations in July 2008.  Our first location was our residence in North Hornell, later we moved to Almond, NY and began operating from there. In October, 2011 we opened our first commercial office in Hornell NY.  In October, 2012 we opened our second commercial office in Big Flats, NY. In March of 2013 we moved our Big Flats location to a satellite office located in Reynolds manufacturing. We are pleased that you have decided to join us. We hope our association will be a productive and beneficial one. Our primary goal is to provide quality service to our customers. This quality service begins with you, the employee. Each employee plays and important role in the success of our company as it continues to grow.

 

Our aim is to attract the best employees (Eagles) in the business by keeping them involved in the business, paying them well, providing on-going training and helping them develop their skills to grow personally and professionally.

 

Advantage Cleaning Services Inc has many goals for the future. Among them are continuing to expand our client base, as well as providing advancement opportunities and benefits for our employees. We hope that as an employee of Advantage Cleaning Services Inc, you will continue to grow with us into the future.

 

Good Luck and welcome aboard!

 

 

 

 

 

 

 

Role of Employee

 

Our strength and future growth depend directly upon the contribution made by every employee in our organization. We also know that high productivity and efficiency result from your individual job satisfaction. Our policy is to be frank, fair and honest with personnel and to respect their rights as employees. We shall continue to strive to achieve mutual respect in our working relationship. We insist that our Leaders do all in their power to carry out such a policy.

 

Every employee is expected to be considerate of fellow employees, whether they are managers, supervisors, team leaders, subordinates, or co-workers. Employees must not work in a manner that willfully obstructs or hinders another employee from completing his/her duties.

 

Employees must work in a manner safe to both themselves and their fellow workers. Personal problems between employees should not be pursued at work.

 

Employment “At Will”

A realization that employment is considered “At Will” for both employee and employer, meaning either party may decide to terminate employment at any time .

 

Professional Conduct Guidelines

 

      At Advantage Cleaning Services INC. we expect all employees to behave professionally while representing our company. Employees should have a business-like demeanor in each company office, on site, while driving company vehicles and anytime while representing the company or in company attire. Current employees are also accountable for any non-work related incidents that may impact their professional image. Including, but not limited to, personal legal issues. Should an employee be convicted of any major legal offense, their employment may be terminated at the discretion of the Termination Review Board.

 

      Any interaction an ACS employee has with another ACS employee, current or potential client, current or potential vendor must be conducted with the highest level or professionalism. This includes, but is not limited to:

 

 Dress Code/ Personal Appearance: All personnel employed by Advantage Cleaning Services Inc must be neat, clean and in the appropriate uniform at all times when on the job. Any employee failing to present a professional appearance or reporting to work out of uniform may be sent home.

 

Neat and appropriate grooming is required. It is our attempt to make your working environment as comfortable as possible. We require you to wear clean khaki colored slacks, black polo's and closed toe brown/black shoes. In cold weather it is permitted to wear a clean purple or black, turtle neck shirt under your polo.

 

All employees should keep hair tidy and well groomed. Woman should keep their hair up or contained. Men should keep their hair short.  For both genders, no more than one set of earnings, no facial piercings/gauges. Tattoos should be covered if at all possible. Men should be clean-shaven, beards (if worn) must be short and neat. Women should avoid wearing excessive makeup. No strong perfumes or aftershave.  Good personal hygiene habits are a must.

 

Demeanor: A professional demeanor requires the ability to handle any work related situation while disregarding any factors that could distort a clients interpretation of Advantage Cleaning Services INC and its employees. These factors may include, but are not limited to, work load or stresses from an employees home life. Whether the interaction with a client is face-to-face, on the telephone or through the mail, all employees strive for professionalism and realize the importance of continuous improvement in this area. Professionalism is at the forefront of every interpersonal interaction in spite of an employee's workload, physical and mental stress or non-work related issues.

 

Legal Compliance: Past, present and future, we adhere to the rules and regulation in place by all governing bodies. We are responsible for our understanding of these laws and the prevention and detection of any non-compliance. Every employee of Advantage Cleaning Services INC must comply with these regulations at anytime while working as a representative of the company.

 

Anti Corruption: The United States Foreign Corrupt Practices Act prohibits the bribery of officials or government agency in order to obtain, influence or retain business. ACS abides by any anti corruption law of these United States, and expects all representatives of its company to abide. If any employee suspects violation of these laws, they are to report it to upper level management at once. Violation includes, but is not limited to; cash payments, suspicious business arrangements, excessive or unnecessary travel, gifts, entertainment and meals.

 

Workplace Violence: Safety is the number one priority at ACS, this includes keeping our staff free from workplace violence. ACS does not tolerate physical or verbal abuse of any kind. All staff members have the right to a work place free from threats, aggression, intimidation or physical harm.

 

Practices and Expectations: Employees of ACS are required to conduct themselves in a professional manner at all times. Every employee, vendor and client must be treated with the highest degree of respect. We value the contributions of every employee regardless of experience or background. As an equal opportunity employer we value our diverse environment rooted in team work. Every employee understands that the good of the team comes before the good of any individual.

 

We do not discriminate on any basis, including, but not limited to, race, color, gender, sexual orientation, religion, national origin, marital status, age, disability or veteran status, in any personnel practice, including recruitment, hiring, training, promotion, and discipline. Employment decisions are made based on the following criteria: (a) qualifications of candidates with respect to job requirements; (b) development needs of individuals and the Company’s succession planning requirements; (c) equal opportunity and achieving work force diversity; and (d) legal and contractual requirements.

 

Acknowledgment: We understand it is not possible to be completely preemptive in our development of company polices. However, we can be diligent in our continuous update of these policies. The purpose of these guidelines is to provide the necessary scaffolding to be successful in your employment with Advantage Cleaning Services.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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              Visitors: Children, family and friends are not permitted on the job site.  Unauthorized 

                    persons are not permitted in or around the job site. Children, family, and

                    friends  are not permitted on company property unless approval is given

                    by Operations Manager.

 

 

 

 

 

 

      Site Security: Report any suspicious person or events to your Team

       Leader/Manager immediately. Make sure that all doors that are to be locked

      when you enter or leave a work area are locked. Make sure all lights that are

       to be turned off are in fact off. Do not let any unauthorized people into a

       home, even if they say they are relatives or friends of the family. If they say

       they are the homeowner they should have their own key.

 

In some cases, you will need keys, fobs or security codes in order to perform your job. You will be required to sign for all keys/fobs issued to you and will resume full responsibility for them. Protect the keys issued to you. Keep the keys with you on the job site at all times – do not set them down.  Should the keys become lost or stolen, report it to your Team Leader/Manager immediately. Employees must wear ID badges when entering or leaving a site/work location.

 

       Clients’ Property

 

< >The atmosphere of the offices should be quiet and calm. Swearing or abusive language is not permitted.Employees are not allowed to use any property of the client. This would include computers, copiers, fax machines, phones, TV’s, radios, stereos, etc. Employees are not permitted to eat or drink in homes/offices.Employees are not permitted to eat or drink any food, beverages, candy, snacks, etc. that are in the office – this is the clients’ property. Clean carefully around the clients’ property at all times.It is not appropriate for you to read books, examine papers, rifle through closets, or look in desks or dresser drawers.Do not unplug anything. Many things are computerized and you can cause damage.There is to be no pilfering of trash. Employees can be prosecuted for theft for removing items from the trash for their own use.Telephones in the location(s) in which you are working are not to be used for personal calls. They are only to be used in an emergency situation, or to contact a Advantage Cleaning Services Inc owner, manager or supervisor. Smoking is not allowed in the home or on the client’s property at any time. While on the job, be courteous, respectful, and cooperative with clients or employees of clients present during cleaning.Report any unusual situations such as flooding, smoke or on the job injuries immediately to your team leade/supervisorr.

 

 

       Suggestions: Advantage Cleaning Services Inc welcomes suggestions

        from employees and Team Leaders/Supervisors. If you have a suggestion                                                                               

        for a more productive way to do your job that will save

        time and/or money, or if you have any other suggestion

        that may save time or money, let your team leader or

        manager know.

 

 

       Grievances: Employees who have a grievance should first talk to

        their team leader/supervisor. If that is not possible, or if the grievance

        has to do with the team leader/supervisor, the employee should then

        talk with management.

 

Cell Phones:

Cell phones may be given to supervisors/managers to use so that management can reach the employees when needed. These cell phones are not for personal use by the employee and his or her family. Should the cell phone become lost or stolen it must be reported to management immediately. As noted above, cell phones are not to be used while driving.

 

Personal Cell Phone/Phone use: Receiving or making personal phone calls/texting/messaging during working hours is not allowed. Personal cell phones must be left in vehicles during working hours, even while working in the office or a site office. Employees should give phone numbers of team leader/manager to family members for any emergency calls. Personal cell phones are not to be used during working hours unless employee is on scheduled break.

 

             Conflicts of Interest:

No employee of Advantage Cleaning Services Inc shall engage in the same or similar line of business as that carried on by Advantage Cleaning Services Inc without the knowledge and approval of the owners or management. An employee shall not have a financial interest in a company that is a competitor of or supplier to Advantage Cleaning Services Inc. Financial interests held by immediate family members in such companies are to be disclosed to Advantage Cleaning Services Inc so that a determination can be made as to whether a conflict exists. Members of the employee’s immediate family include spouse, children, and any other relative sharing the same home as the employee.

 

 

                             ATTENDANCE AND ABSENTEEISM

 

In order to give the best possible service to Advantage Cleaning Services customers, it is important for all employees to arrive at work regularly and to be on time.  We realize that emergencies such as sickness, death in the family, accidents, etc., do occur.  If such an emergency arises, you must call in at least 5 hours prior to the start of your shift.  Communication between employees, supervisors, and managers after 5:00 p.m. is done primarily through the use of cell phones.  When using the cell phone system, enter your phone number from where you are calling and your call will be returned.  If your call is not returned within 15 minutes, please call again. Calls should follow this order your supervisor, production supervisor, CEO or President. While we recognize that there are circumstances that may cause an employee to be absent from work, absences must be kept to a minimum in order to provide our customers with steady, quality service. Therefore, management retains the right to deny authorization of any requested absence, the right to investigate any absence, and the right to take disciplinary measures up to and including dismissal for excessive absence. These absentee policies have been developed to ensure that all employees are treated in an equitable manner and that company production will not suffer because of absenteeism. Frequent absence causes hardship for others and cannot be tolerated. These policies apply to all employees.

 

 

Defining Absenteeism

 

Excused – Any time an employee requests time off by giving a four-week notice, approved by management, is considered an excused absence and must not exceed 3 days within one calendar year.

 

Unexcused – Any employee absence that has not been requested and approved with a four week notice. Unexcused absences greater than one per calendar year will be considered a major violation.

 

 

Sick Leave

 

An employee is to contact his/her team leader and manager when sick, or when personal leave is needed because of illness. Calling in sick the day of work will be considered an unexcused absence.

 

It remains the employee’s responsibility to keep the team leader/manager informed as to his/her condition and when he/she will return to work. A medical statement from the employee’s doctor is required by the company, when an employee is absent from work for three or more working days.

 

When a full-time employee begins his/her third year of employment, he/she will be eligible for paid sick days. Eligible, full-time employees will be allowed three sick days per year. Sick days will be pro-rated in the first eligible year depending on the employee’s start date. If sick days are not needed during that year, they cannot be carried over to the next year. Sick days are to be taken for the employee’s illness only, and not to be used as vacation. Unused sick leave will be forfeited upon termination.

 

 

 

 

Leave of Absence

 

Leave of Absence is time off in a non-pay status. An employee must submit a Request for Leave of Absence in writing to his/her Team Leader/Manager. The employee is expected to request a leave of absence with as much advance notice as possible. Leaves of absence will not be granted for periods less than four weeks in duration. Vacation or sick leave should be used for such absences.

The reason for leave should fall into one of the following categories:

     

< >Medical (including pregnancy related)MilitaryPersonal 

 

No vacation hours are earned during the leave period. Employees requesting a leave of absence for medical or military may choose to use all earned vacation before beginning the leave of absence. Employees requesting a personal leave of absence must use all earned vacation before beginning the leave of absence.

 

Sick leave hours are not earned while an employee is on leave of absence. Employees requesting a leave of absence for medical reasons may choose to use all earned sick days before beginning the leave of absence. An employee on leave of absence who fails to return to work will be terminated effective his/her last day of work, or paid leave, whichever is later.

 

 

 

 

 

 

 

 

WORKING HOURS AND LOCATION

 

Your Supervisor will outline working hours for your particular work assignment.  There is no deviation from such an assignment without your Immediate Supervisor’s approval.  You must understand that as a temporary, part-time or full-time employee, we cannot guarantee the same hours every week, and your hours may vary from week to week.  You must also understand that your assigned location and assigned shift are also subject to change, and that you are responsible for your own transportation to and from work.  From time to time you may be given the opportunity to temporarily work increased hours.  However, if you do accept additional hours, you must understand that this will not be construed as a permanent change in hours.  Advantage Cleaning Services reserves the right to transfer and assign employees to new jobs or building locations as best serves the needs of Advantage Cleaning Services.  In the event that an assignment should come to an end, it is your responsibility to contact Advantage Cleaning Services for reassignment as soon as possible.

 

BREAKS

 

For employees who work less than 4 hours per shift, no breaks are authorized. For employees who work 4 to 6 1/2 hours per shift, one paid ten minute break is allowed. For employees who work 8 hours per shift, two paid ten minute breaks may be allowed, per four hours, 1/2 hour lunch break is mandatory for those working more than 6 ½ hours continuously.  Lunch breaks are not paid.  All breaks must be confined to the specific break area.  Smoking, eating, etc. is not permitted while working but may be allowed in break areas only.

 

 

AUTOMATED TIME AND ATTENDANCE POLICY

 

The purpose of the Time and Attendance system is to ensure that all employees are paid accurately and timely.  This system will also help provide accountability for the employee and help Advantage Cleaning Services to contact the employee in case of emergencies.

 

It is the personal responsibility of each Advantage Cleaning Services employee to login the system (from the CF app at each job site) and check in at the start of their shift, check out and back in for authorized breaks, and check out at the end of their shift.

 

 

NON-AUTOMATED TIME AND ATTENDANCE POLICY

 

All employees working in areas that are not on the automated time system are to sign themselves in at the start of their shift, sign out and back in for authorized breaks, and sign themselves out at the end of their shift on Advantage Cleaning Services activity logs/timekeeping registers.

 

Under no circumstances is an employee to sign any other employee in or out for their shift.  Failure of any employee to follow these instructions will result in the employee receiving disciplinary action up to and including discharge.

 

 

 

 

 

PAYDAY

Payday procedures will be explained during orientation.  Our work week runs Sunday through Saturday.  On payday your check will be deposited directly into your account.  If at any time you change your address, please notify the Advantage Cleaning Services district office in your area so your correspondence can be mailed to your correct address.

 

 

NON-DISCLOSURE OF CONFIDENTIAL INFORMATION

 

During the term of the employee’s employment or afterwards, unless authorized in writing by Advantage Cleaning Services, the employee shall not disclose any Confidential Information, proprietary information, or trade secrets to any person nor shall the employee use the same for any purposes at any time, except for the purpose of performing the employee’s job duties on behalf of or as directed by Advantage Cleaning Services.  These include, but are not limited to, items such as schedules of maintenance, customer lists, proposals, all company manuals, training programs, pager, cell phone and voice mail lists, production rates, etc.

 

Sometimes even the most innocent acts or requests can result in disclosure of confidential information. Employees should always think before discussing information with a third party.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Company – Knowledge of the company’s affairs gained through access to information not generally available to the public is to be considered confidential information. As such, it is not to be passed on to outsiders or discussed with other employees at any time.

 

     Customer – Knowledge of a customer’s affairs gained through access to information not generally available to the public is to be considered confidential information. As such, it is not to be passed on to outsiders or discussed with other employees at any time.

 

     Employee – All information on an employee application is considered confidential,

     and is to be used for the hiring of personnel only. Personnel files are confidential

     and available only to management. An employee’s own personnel file is open to his/her

     examination upon written request.

The rights of employees are to be protected at all times. All questions regarding employee information are to be referred to management. Personal information such as telephone numbers and addresses are not released

 

TRAINING

 

Doing your job is vital to the growth of Advantage Cleaning Services as well as your own opportunities for career growth.  Many different methods of learning your job responsibilities are available through orientation, seminars, DVD films, trade magazines, company newsletters and company manuals to help expand your knowledge for future career opportunities.  A schedule of upcoming seminars is published in the Company newsletter.

 

 

UNIFORMS AND DRESS CODE

 

It is mandatory that the employee be neat, clean, and in company uniform.  Employees not wearing uniforms during working hours, will be subject to disciplinary action.

 

All employees averaging more than three weekly work days are supplied with 3 shirts, or smocks (if applicable). All employees averaging three weekly work days are supplied with 2 shirts, or smocks (if applicable). All employees averaging less than three weekly work days are supplied with 1 shirt, or smock (if applicable). If you need to renew any items you should contact your Manager.

 

Safety clothing and equipment that are issued must be worn.

 

All uniforms are returnable when you leave our employ.  Failure to return all uniforms will result in a deduction of $75.00 from your last paycheck.

 

Long khaki pants must be worn at all times except during the summer months, when khaki walking shorts that reach the knees are permitted. Summer Months begin on May 15th and end on September 15th.

 

Tennis shoes or flat soled black/brown work shoes are mandatory.  No high heeled shoes, open toed or sandals are allowed.  Socks must be worn at all times.

 

The customer at the job site can override this uniform policy by what their safety and job site requirements are.

 

 

BREAKAGES

 

We would expect all Advantage Cleaning Services employees to exercise the utmost care in handling our customer’s and Advantage Cleaning Servicess’ property and equipment.  When breakages do occur, our customers expect us to pay for the breakages.  Therefore, in an attempt to promote carefulness, all breakages will be paid by the EEB. EEB will pay 100% value of any property or equipment that is lost/stolen or left behind.

 

 

 

Advantage Cleaning Services EQUIPMENT & SUPPLIES

 

All supplies, equipment, and tools are the property of Advantage Cleaning Services.  These products, equipment, and tools are to be used safely in accordance with the directions provided to the employee by their Manager.  NO products, equipment, or tools are authorized to be used anywhere other than on Advantage Cleaning Services job sites.

 

 

PROGRESSIVE DISCIPLINE

 

We make every effort to help employees achieve and maintain satisfactory performance.  If it becomes necessary to discipline an employee, management is concerned with salvaging the employment relationship.

 

Discipline may be initiated with an employee for various reasons, including, but not limited to, violations of work rules or unsatisfactory performance.  Decisions regarding appropriate discipline or termination are the sole judgment of management.  Disciplinary action may take the form of verbal warnings, written warnings, suspension or discharge.  The type of discipline imposed generally depends on the circumstances surrounding the violation, the nature of the offense, its effects on operations, and the employee’s work record.

 

Written warnings will be included in the employee’s personnel file.

 

 

RULES OF CONDUCT

 

It is management’s belief that reasonable work rules are necessary to maintain an organized work setting, and to insure the efficient operation of our business.

 

The work rules listed below are intended to serve only as a guide.  We recognize that it is not possible to list or define all of the policy violations that may occur.  Management will consider the circumstances surrounding each individual offense and reserves the right to discharge for any reason at any time.

 

The following are examples of rule violations that may result in disciplinary action:

 

< >Absenteeism and/or tardiness.Failure to follow written/electronic call in and/or timekeeping register procedures.Failure to follow Company safety rules or policies.Horseplay.Failure to follow dress code/uniform policies.Creating or contributing to an unsafe work environment.Discourtesy to co-workers or clients.Unauthorized breaks.Distracting co-workers or impeding co-worker performance.Poor job performance.Misuse of Company property or equipment.Using profanity or abrasive language.Unauthorized use of electronic devices on work sites and vehiclesAn employee that tests positive for an illegal or controlled substance or alcohol will be terminated.Falsification of Company records including calling in from unauthorized location(s).Failure to call or report for any scheduled shift.Drinking alcohol prior to, or during your scheduled shift.Using illegal drugs prior to, or during, your scheduled shift. Possession, use, receipt, sale or distribution of alcohol or any illegal drug while on Company property, or property of a customer.Fighting or threatening a co-worker or customer.Stealing or attempting to steal the Company or the customers’ property/time.Possession of firearms or other weapons on Company or customers’ property.Sleeping on the job.Insubordination.Any act of sexual harassment.Leaving during working hours without authorization.Failure to return to work following an authorized leave of absence.Failure to submit to or report for drug screening.Corrective Counseling: Corrective counseling may be initiated when Advantage Cleaning Services Inc believes that an employee’s performance problem can and will be resolved through adequate counseling. Corrective counseling is completely at the discretion of company management. The company desires to protect its investment of time and expense devoted to employee orientation and training whenever that goal is in the company’s best interests.

 

 

           It is essential that all disciplinary action be adequately and appropriately

           supported by written documentation to protect both the rights of the

           company and the rights of the employee.

 

           The Team Leader/manager will determine the course of action best

           suited to the circumstances. The steps in corrective counseling

           and performance improvement are as follows:

 

Verbal Counseling: As the first step in correcting unacceptable performance or behavior, the Team Leader/manager should review pertinent job requirements with the employee to ensure his/her understanding of them. The Team Leader/manager should consider the severity of the problem, the employee’s previous performance appraisals and all of the circumstances surrounding the particular case. If the problem continues, the second step is to define the problem in more specific terms and work with the employee to identify the requirements for performance improvement or change of conduct. The seriousness of the performance or misconduct should be indicated by stating that a written warning, probation or possible termination could result if the problem is not resolved. The employee should be asked to review what has been discussed to ensure his/her understanding of the seriousness of the problem and corrective action necessary. Immediately after the second step in verbal counseling, the Team Leader/manager should document the verbal counseling for future reference.
 

Written Counseling: If the unacceptable performance or behavior continues, the next step should be a written warning. Also, circumstances such as a violation of a widely known policy or safety requirement may justify a written warning without first using verbal counseling. The written warning defines the problem and how it may be corrected. The seriousness of the problem is again emphasized, and the written warning shall indicate that probation or termination or both may result if improvement is not observed. Written counseling becomes part of the employee’s personnel file.
 

Probation: If the problem has not been resolved through written counseling, and/or the circumstances warrant it, the individual should be placed on probation. Probation is a serious action in which the employee is advised that termination will occur if improvement in performance or conduct is not achieved within the probationary period.

 

The employee’s Team Leader/manager, after review of the employee’s corrective counseling documentation, will determine the length of probation. Typically, the probation period should be at least two weeks and no longer than 60 days, depending on the circumstances. The Team Leader/manager prepares a written probationary notice to the employee. The notice should include a statement of the following:

 

< >The specific unsatisfactory situation.A review of oral and written warnings.The length of probation.The specific behavior modification or acceptable level of performance.Suggestions for improvement.A scheduled counseling session or sessions during the probationary period.A statement that further action, including termination may result if defined improvement or behavior modification does not result during probation. “Further action” may include, but is not limited to reassignment, reduction in pay, pay grade or demotion. 

 

The Team Leader/manager should personally meet with the employee to discuss the probationary letter and answer any questions. The employee should acknowledge receipt by signing the notice. If the employee should refuse to sign, the Team Leader/manager may sign attesting that it was delivered to the employee and identifying the date of delivery. The probationary letter becomes part of the employee’s personnel file.

 

On the defined probation counseling date or dates, the employee and Team Leader/manager will meet to review the employee’s progress in correcting the problem which led to the probation. Brief written summaries of these meetings should be prepared. Should probation be completed successfully, the employee should be commended, though cautioned that any future recurrence may result in further disciplinary action and/or termination.

 

Suspension: A two or three day suspension may be justified when circumstances reasonably require an investigation of a serious incident in which the employee was allegedly involved. A suspension may also be warranted when employee safety, welfare, or morale may be adversely affected if a suspension is not imposed. In addition, and with prior approval, suspension without pay for up to three consecutive working days may be imposed for such proven misconduct as intentional violation of safety rules, fighting or drinking on the job. These examples do not limit management’s use of suspension in other appropriate circumstances, such as the need to investigate a serious incident. In implementing a suspension, a written counseling report should set forth the circumstances justifying the suspension. Such a report will become part of the employee’s personnel file.
 

Involuntary Termination: The Team Leader/manager prepares the involuntary termination notice. The employee is notified of the termination by the Team Leader/manager and termination documentation must be completed. Involuntary termination is reserved for those cases that cannot be resolved by corrective counseling or in those cases where a major violation has occurred, which cannot be tolerated.

 

    Terminations:

    Terminations are to be treated in a confidential, professional manner by

    all concerned. The Team Leader/Manager must assure thorough,

    consistent, and evenhanded termination procedures. This policy and

    its administration will be implemented in accordance with the company

    equal opportunity statement.

 

Employment with the company is normally terminated through one of the following actions:

 

Resignation - Voluntary termination by the employee.

Dismissal - Involuntary termination for substandard performance or misconduct.

                     

                          Resignation:

An employee desiring to terminate employment, regardless of employee classification, is expected to give as much advance notice as possible. Four weeks or twenty working days is generally considered to be sufficient notice time.

      

      Dismissal:

Substandard Performance: An employee may be discharged if his/her performance is unacceptable. The Team Leader/manager shall have counseled the employee concerning performance deficiencies, provided direction for improvement, and warned the employee of possible termination if performance did not improve within a defined period of time. The Team Leader/manager is expected to be alert to any personal problems or substance abuse. Documentation to be prepared by the Team Leader/manager shall include reason for separation, performance history, corrective efforts taken, alternatives explored, and any additional pertinent information.

 

Misconduct: An employee found to be engaged in activities such as, but not limited to, theft of company or client property, insubordination, conflict of interest, or any other activities showing willful disregard of company interests or policies, will be terminated as soon as the Team Leader and manager/owner have concurred with the action.

 

                     Termination Processing Procedures:

 

< >The termination statement must be filled out.All outstanding advances charged to the terminating employee will be deducted from the final paycheck.On the final day of employment, the Team Leader or manager/owner must receive all keys, company shirts, manual, photo ID, and any other company property from the employee. The employee has 3 working days to return company shirts, and any other property in their possession. Keys, photo ID, equipment, and manual are to be turned in per the Key Form instructions.As per state law, wages will be paid to any discharged or laid off employee the earlier of the next regular scheduled payday or within ten days of the termination, weekends and holidays excluded. An employee that resigns his or her position will be paid on the next regular scheduled payday unless he or she makes a written request for earlier payment. All wages then due will be paid within 48 hours, excluding weekends and holidays.Vacation pay will be forfeited unless a four-week notice is given upon notification of termination. Vacation pay will also be forfeited upon involuntary termination. 

 

SEXUAL HARASSMENT

 

It is the policy of Advantage Cleaning Services that sexual harassment of employees will not be tolerated.  Sexual harassment includes unwelcome sexual advances, requests for sexual favors, and any other verbal, visual, or physical conduct of a sexual nature.  Sexual harassment also includes unnecessary touching, sexually degrading words, sexually explicit and offensive jokes, or any display in the work place of sexually graphic objects or pictures.

 

Any employee who feels he/she is a victim of sexual harassment by any supervisor, manager, employee, or non-employee should bring the matter to the attention of his/her supervisor or area supervisor.  An employee who is uncomfortable in bringing such a matter to the attention of his/her team leader/supervisor, or who is not satisfied after bringing the matter to the attention of his/her manager, should report the matter directly to our anonymous hot line 1-585-268-2010. Not only is sexual harassment a violation of our policy, but it may also violate Title VII of the Civil Rights Act of 1964.

 

 

The Company will promptly investigate all allegations of sexual harassment in as confidential a manner as possible, and appropriate action will be taken.

 

Any employee who is found in violation of this policy or falsely reports an incident is subject to disciplinary action, up to and including immediate discharge.

 

 

VOLUNTARY RESIGNATION

 

We require that employees who elect to voluntarily resign from employment complete a resignation form, and we also require “proper notice.”  We consider “proper notice” to be not less than four weeks for employees.

 

 

EXIT INTERVIEW

 

Employees resigning from the Company are encouraged to participate in an exit interview conducted by a member of the management staff.

 

The exit interview is an opportunity for separating employees to express their opinions concerning the management and operation of our business.

 

 

APPEALS

 

If, in your opinion, you were not treated fairly when a reprimand was issued or you wish to appeal a termination, the first appeal is to the Area Supervisor, then the Production Supervisor, and finally the District Manager.  If needed, a final appeal can be made to the Vice President and/or to the President of the Company.

 

 

FINAL PAYCHECK

 

Whenever an employee terminates for any reason, or is terminated, all wages due after proper deductions will be paid on the next regular scheduled payday.  Before issuing the final check however, all of Advantage Cleaning Services’s equipment and supplies such as (but not limited to) keys, uniforms, first aid kits, vehicles, cell phones/tablets/computers, ID badges, schedules of maintenance, customer lists, EB proposals, all company manuals, training programs, cell phone and voice mail lists, production rates, etc. in the employee’s possession must be returned.

 

During the term of the employee’s employment or afterward, unless authorized in writing by Advantage Cleaning Services, the employee shall not disclose any Confidential Information, proprietary information, or trade secrets to any person nor shall the employee use the same for any purposes at any time, except for the purpose of performing the employee’s job duties on behalf of or as directed by Advantage Cleaning Services

 

EMPLOYEE OF THE MONTH

 

Announcement will be made after the first day of the month. Awarded employee will receive $25.00 and one point to be used at the Employee of the Year Ceremony.

 

EMPLOYEE OF THE YEAR

 

Employee with greatest number of points will receive the Employee of the Year Award. Winner receives a 52” LCD Flat screen television or a $300.00 store gift card.

 

 

 

 

VACATION

 

Vacation benefits are provided to all full-time employees working/averaging more than 32 hours per week.  The schedule is as follows:

 

                                      1 week (5 days) after 1 year of employment

                                      2 weeks (10 days) after 2 years of employment

3 weeks (15 days) after 10 years of employment

 

In order to request vacation, an employee must fill out and return “The Request For Vacation” form to his or her immediate Supervisor one hundred twenty days prior to start of vacation.

 

Vacation pay will be paid based on the average number of hours worked. For example: an employee works 1600 hours in 2016. 16000 divided into 52 weeks in the year averages out to 31 hours of vacation for each week due, or 6 hours per day. Vacation pay due will be rounded to the nearest quarter of an hour.

 

An employee becomes eligible for vacation pay upon the first anniversary of the first day of employment with the company. Vacation accrued shall be taken within the year it is due between anniversary dates. For example: if an employee’s anniversary date is Oct. 1, 2016, they become eligible for one week of vacation starting Oct. 1, 2017. The week must be taken between Oct. 1, 2016 and Oct. 1, 2017.

 

If, due to unforeseen circumstances an employee is unable to take his or her vacation, any unused days will be paid. This may only be done with approval of the manager/owner.

 

Vacation pay will be forfeited unless a four-week notice is given upon notification of termination. Vacation pay will also be forfeited upon involuntary termination.

 

 

HOLIDAYS - FULL TIME EMPLOYEES

 

Advantage Cleaning Services observes the following six holidays which we also pay to all full-time employees who work more than an average of 32 hours a week or more.  You are eligible for holiday pay if you have been employed 180 days or more and work the shift before and the shift after the holiday.  The holidays are:

       
     
   
 

  

1.  New Year’s Day                            4.  Labor Day

2.  Memorial Day                                5.  Thanksgiving

3.  July 4th                                          6.  Christmas

 

 

HAZARD COMMUNICATION TRAINING

 

At the time of orientation the employee will receive training on Advantage Cleaning Services’s Hazard Communication Program (HazMat).  Your training will include the following:

 

1.     The purpose of the Hazard Communication Program.

2.     The use of the Safety Data Sheets (/SDS).

3.     The location of the Hazard Communication Program and SDS’s at the job site.

4.     Product use and handling instructions for all products I use.

5.     The use of personal protective equipment as required.

6.     Emergency procedures in case of injury or spills.

7.     The General Chemical Safety Handling rules.

 

The employee will abide by all safety rules indicated and required by Advantage Cleaning Services, the client, and for any governing authority.  The employee agrees to report any injury, spill or leak to their immediate supervisor immediately.

 

 

VINYL/NITRILE GLOVE AND EYE PROTECTION POLICY

 

Because of the Occupational Safety Health Administration (OSHA)  and Advantage Cleaning Services' commitment to a safe work place for all employees, all personnel using cleaning chemicals on Advantage Cleaning Services jobs will be required to wear vinyl/nitrile gloves and protective eye wear (provided by Advantage Cleaning Services) when cleaning restrooms, shower rooms, or any other defined area.

 

This Policy is being enforced for these reasons:

 

    1.     To follow OSHA and MSHA Rules and Regulations.

    2.     To protect the employee from disease that may be transmitted in restroom cleaning.

    3.     To protect the employee from any injury to eyes when using cleaning chemicals.

 

If an employee refuses to wear vinyl/nitrile gloves or protective eye wear, Advantage Cleaning Services will not be responsible for repercussions concerning the contraction of any disease or side effects from a reaction to the chemicals, or repercussions concerning eye injury from chemicals.  Also, the company will NOT be responsible for medical bills incurred for failure to follow this policy.

 

 

SAFETY POLICY

 

At Advantage Cleaning Services, employee safety is everyone’s business.  Safety is to be given primary importance in every aspect of planning and performing all Advantage Cleaning Services activities.  Employees and management have shared responsibility in maintaining the workplace that is safe and injury free.  Advantage Cleaning Services wants to protect employees against industrial injury and illness, as well as minimize the potential loss of production.  The employee’s responsibility is to follow and observe all safety rules and procedures.

 

Please report all injuries (no matter how slight) to your manager and/or supervisor immediately, as well as anything that needs repair or is a safety hazard.  If an accident does occur, you will be required to report the accident to your supervisor immediately and contact your District office within 24 hours of the injury.  You will be asked to complete an accident review form.  Below are some general safety rules.  Your manager and/or supervisor may post other safety procedures in your work area.

 

< >Read product labels before use.  Never mix two chemicals together unless instructed on the label.Never use an unlabeled container.Avoid overloading electrical outlets with too many appliances or machines.Use flammable items, such as cleaning fluids, with caution.Walk --- don’t run.Use stairs one at a time.Report to your manager and/or supervisor if you or a co-worker becomes ill or is injured.Ask for assistance when lifting heavy objects or moving heavy furniture.Smoke only in designated smoking areas- Smoking on-site allowance only applies if working on site more than six hours. Never smoke on a job site if working less than six hours on that site, company vehicle, or company building.Never empty an ashtray into a wastebasket or any flammable receptacle.Wear or use appropriate safety equipment as required in your work.Avoid “horseplay” or practical jokes.Start work on any machine only after safety procedures and requirements have been explained (and you understand them).Wear appropriate personal protective equipment, like shoes, hats, gloves, goggles, hearing protectors, etc. in designated areas or when working on an operation which requires their use.Keep your work area clean and orderly, and the aisles clear.Stack materials only to safe heights.Watch out for the safety of fellow employees.Use the right tool for the job, and use it correctly.Wear gloves whenever handling barrels, etc.Follow the blood borne pathogens exposure control plan/policy.Loose clothing, jewelry or rings must be removed before operating machinery. 

 

            Definitions:

            *  illegal or controlled substances means any drug:

< >which is not legally obtainable; orwhich is legally obtainable but has not been legally obtained.Applicant Testing.  Applicants for employment who have successfully completed the initial screening process and who are applying for; (1) safety sensitive positions, including but not limited to vehicle operators, floor equipment operators, positions requiring the use of ladders, and positions involving trash removal, and (2) administrative and management positions, will be required to consent to and participate in a Substance Abuse Screen (drug test).  The results of the Substance Abuse Screen will be evaluated when determining employment.  Failure to pass the screen or failure to submit to the screen in a timely manner will result in a denial of employment.    B.     Employee Testing.

 

< >Post Accident Testing.  Any employee engaged in Company activities who has an occupational accident, is a participant in an occupational accident, or sustains or causes an occupational injury which requires medical treatment by a physician, will submit to a Substance Abuse Screen.  Failure to pass the Substance Abuse Screen or failure to submit to the screen in a timely manner (3 hours post injury or accident), will result in immediate disciplinary action up to and including discharge.For Cause Testing.  A Substance Abuse Screen will be required when there is cause for the Company to believe, in the Company’s discretion, that the employee has violated the policy concerning the use of controlled substances or alcohol.  Failure to submit to or pass the drug screen will result in disciplinary action up to and including discharge.Prescription Drugs.  Any employee taking a controlled substance under a physician’s order is encouraged to report use of the controlled substance to the designated Company official. 

 

The Substance Abuse Screen may include but is not limited to:

 

* Amphetamines                  * Benzodiazepines

* Cocaine                             * Barbiturates

* Phencyclidine (PCP)          * Opiates

* Methaqualone                    * Alcohol

* Marijuana                            * Bath Salts

 

Reporting.  It is required that employees abide by this policy and notify the Company of any criminal drug statute conviction for a violation occurring in the workplace no later than five (5) days after such conviction.  The Company shall, upon such notice, take appropriate action up to termination.

 

The employee understands that they may be required to submit to a urinalysis and/or blood testing as outlined in the Company policy, and that all test results become and remain the sole property of Advantage Cleaning Services.  Pre-placement test results are not released to the applicant.

 

THESE EMPLOYMENT POLICIES AND PROCEDURES DO NOT CREATE A CONTRACT.  ALL EMPLOYEES OF THIS COMPANY ARE EMPLOYEES “AT WILL” AND CAN BE TERMINATED AT ANY TIME WITH OR WITHOUT CAUSE AT THE COMPANY’S DISCRETION.  THESE EMPLOYMENT POLICIES AND PROCEDURES SERVE AS A GUIDE TO PERSONNEL.  Advantage Cleaning Services RESERVES THE RIGHT TO CHANGE THESE, OR ANY OTHER POLICIES, AT ANY TIME, FOR ANY REASON, WITH OR WITHOUT NOTICE.  Advantage Cleaning Services ALSO RESERVES THE RIGHT TO MAKE FINAL DECISIONS CONCERNING THE INTERPRETATION AND REVISION OF POLICIES AND PROCEDURES.

 

NO ONE WILL BE DENIED OPPORTUNITIES OR BENEFITS ON THE BASIS OF AGE, SEX, COLOR, RACE, CREED, NATIONAL ORIGIN, RELIGIOUS PERSUASION, MARITAL STATUS, POLITICAL BELIEF, OR DISABILITY THAT DOES NOT PROHIBIT PERFORMANCE OF ESSENTIAL JOB FUNCTIONS; NOR WILL ANYONE RECEIVE SPECIAL TREATMENT FOR THOSE REASONS.

 

 

You have joined an organization that is totally committed
“to provide the most sensational service experience ever” to “OUR” customers
with the best-qualified personnel.

 

 

 
   

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

OFFICE NUMBER:  607-382-9828

 

HOME OFFICE:  585-268-2010

 

JENNIFER BULKLEY CELL:  607-382-9828

 

LARADO BULKLEY CELL: 607-346-6319

 

OPERATIONS MANAGER CELL: 607-661-8388

 

COMPANY E-MAIL ADDRESS:

info@acsfacilities.com

 

 

COMPANY WEBSITE:

www.acsfacilities.com

**************************************************************************************************************

MEETING AGENDA

8/21/17

 

1.     Old business??

2.     Anything new going on in the offices we service? (add on services, etc.)  **Go through section B of the quality assurance guidelines.  

Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

Safety Fire Evacuation

Establish an employee meeting place so that all employees can be accounted for after a building evacuation. The meeting place needs to be away from the building, both so that the area is clear for arriving fire department personnel and so that occupants are away from any debris that may fall from the building.

 

Try not to panic. 

 

R.A.C.E. procedures stand for Rescue, Alert, Confine, and Evacuate.

 

Rescue – Move all persons away from immediate danger

Alert – Pull alarm station and call 911

Confine - Close doors when exiting. By closing doors, you help limit the spread of smoke and fire throughout the building. Doors should be closed by employees as they leave and by the floor wardens assigned to check the floor during an alarm.

Evacuate - Stop working and leave the building immediately if you hear the fire alarm sound or if you are instructed to do so.

Fire Evacuation Tips

 

Situation:  Customer complains that dusting needs to be better.

Response : Can you show me the area that needs more attention? (listen to their response and see if it’s just one area or if it seems to be an ongoing problem). Let me call my supervisor and see if we can change the rotation or frequency of dusting in this area.

Action steps:

Step 1 – Smile and ask if there is an area that needs more attention.

Step 2 – Listen to their response to see if it’s just one area or if it seems to be an ongoing problem.

Step 3 – Contact your supervisor to see if adjustments need to be made to the dusting schedule.

Consistency- What does it mean to you?

What are the four core values and the three constants?  

Core value Number#2-What does it mean to you?

 

Customer Relations- What is our definition???

 

Mission Statement: What is it???

Activity:
How You Feel About Your Customers

 

This activity puts the roles of customer and service provider into perspective.

You are both a customer and service provider at one time or another during your lifetime. During this exercise we want you to think of how you like to be treated as a customer; because when you put yourself in your customer’s shoes, you become a better service provider.

The purpose of this activity is to help you view your customers differently, to motivate and inspire you to feel great about your customers, and change from a self-focused attitude to a customer-focused attitude.

After the activity you will be able to understand your role as a service provider, gauge your attitude toward customers and learn techniques for developing a customer-oriented attitude.

Often, the way you interact with our customers is the same way you interact with everyone in your life.

 

Answer the following questions True or False

 

Customers want too much service.                                  True          False

Customers need to understand my side of the story.         True          False

Customers should not expect a fast response.                   True          False

Customers complain about insignificant problems.             True          False

Placing a customer on hold for 2 minutes is acceptable.      True          False

Telling the customer “This happens all the time is okay.      True          False

I need some appreciation from customers.                       True          False

Someone else should deal with irate customers.                True          False

 

 

 

 

Employee signature____________________________________Date_____

 

 

 MEETING AGENDA

8/14/17

 

1.     Old business??

2.     Anything new going on in the offices we service? (add on services, etc.)  **Go through section A of the quality assurance guidelines.  

Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues.  Ritchie Davenport won ACS “A” Player of the Month for July.  Yayyyyyyy…. Samantha O’Boyle won 2016-2017 ACS “MVP” of the year.  Awesome job guys.   SOOOO FREAKIN COOOOL!!!!!!!!

   

Safety Emergency Exits and Exit Routes

 

           Use handrails when using stairways 

 

Never block doors and stairwells

Situation:  Customer complains that the glass door in the entryway has fingerprints on it.

Response : Thanks for bringing that to my attention. It’s sometimes hard to see the fingerprints at night without any light shining on the door. So unfortunately in the morning with the sun shining in, it shows every fingerprint we missed. What we can do is start using a squeegee on that door to make sure we got them all.

Action steps:

Step 1 – Thank them for bringing it to your attention.

Step 2 – Explain why it’s difficult to see the fingerprints due to the time of the cleaning.

Step 3 – Offer an alternative to the way it’s currently being done so the problem doesn’t continue.

Step 4 – Contact your supervisor to keep him/her informed of the situation.

 

Healthy Cleaning- What does it mean to you?

What are the four core values and the three constants?  

Core value Number#1-What does it mean to you?

 

Customer Relations- What is our definition???

 

Mission Statement: What is it???

Ongoing Training

 How to Provide Exceptional Customer Service

 

What Can We Do To Make Sure Our Customers Are Satisfied?

 

Employee signature____________________________________Date_____

 

 

 

 

 

 

 

 MEETING AGENDA

8/7/17

 

1.     Old business??

2.     Anything new going on in the offices we service? (add on services, etc.)  **Go through section G of the quality assurance guidelines.  

Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

 

Situation:  Customer complains that cleaning supplies were left out in the office last night.

Response: I’m so sorry, thanks for bringing that to my attention.  I’ll make sure to double check that all supplies are returned to the janitor closet before I leave every night.

Action steps:

Step 1 – Apologize sincerely and thank them for bringing it to your attention.

Step 2 – Make sure you double check at the end of every shift that all supplies are returned to the janitor closet before you leave.

Reliability- What does it mean to you?

What are the four core values and the three constants?  

Core value Number#1-What does it mean to you?

 

Customer Relations- What is our definition???

 

Mission Statement: What is it???

Ongoing Training

 How to Provide Exceptional Customer Service

 

Customers are the reason for the work, not an interruption of work

Have you ever had to wait for service because someone is on the phone or performing a task? It’s frustrating, isn’t it? You are a paying customer and should not be treated as an interruption by the employee who should be serving you. After all, it’s you, the customer who makes their paycheck possible – don’t you deserve exceptional customer service?

Employees often lose sight of the importance of customers, especially when they’re consumed with daily tasks. But you can’t sacrifice customer service for getting your to-do list done.  Our customers’ needs must be the top priority for everyone in the company because without our customers, there is no company!

 

Employee signature____________________________________Date_____

 

 

 

 

 

 

 MEETING AGENDA

7/31/17

 

1.     Old business??

2.     Anything new going on in the offices we service? (add on services, etc.)  **Go through section F of the quality assurance guidelines.  

Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

Safety: Remove Trash Carefully

 

Trash containers may contain sharp glass and metal objects. Avoid cuts and punctures to your skin by handling trash in a safe manner.

 

 

Situation:  A customer complains that there are no hand towels in the restroom.

Response: I’m so sorry; I know it’s frustrating when there are no hand towels! Let me take care of that right away for you.

Action steps:

Step 1 – Apologize sincerely and let them know you understand how frustrating it is when supplies run out.

Step 2 –Fill the hand towels immediately.

 

Consistency- What does it mean to you?

What are the four core values and the three constants?  

Core value Number#3-What does it mean to you?

 

Customer Relations- What is our definition???

 

Mission Statement: What is it???

Ongoing Training

 How to Provide Exceptional Customer Service

 

What Do Customers Really Want?

 

Employee signature____________________________________Date_____

 

 

 

 MEETING AGENDA

7/24/17

 

1.     Old business??

2.     Anything new going on in the offices we service? (add on services, etc.)  **Go through section F of the quality assurance guidelines.  

Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. Congratulate Shane Holamby for earning June’s “A” Player of the Month.  Yay.

   

Safety: Reporting Hazards And Unsafe Conditions

It is every employee’s responsibility to be on the lookout for possible hazards and unsafe conditions. If you see one of the conditions on the following list or any other hazard or unsafe conditions, report it to your supervisor immediately.

 

Follow the proper protocol. Tell your supervisor about your workplace safety concerns first. This will give the company a chance to address those concerns with the owners or managers of the building.

 

Some examples of unsafe conditions include:

 

As an employee you are responsible for your own safety:

Situation A person wants you to let them into the office because they don’t have their key.

Response: I’m so sorry you forgot your key, but unfortunately I can’t let you in because of our company policy regarding security. Perhaps there is another employee that works in the building you could call to help you gain access.

Action steps:

Step 1 –Say you’re sorry they forgot their key.

Step 2 – Explain that due to security reasons you are unable to let them into the building. Offer a suggestion for getting in by calling a fellow employee.

 

Healthy cleaning - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#2-What does it mean to you?

 

Customer Relations- What is our definition???

 

Mission Statement: What is it???

Ongoing Training

 How to Provide Exceptional Customer Service

 

You are the front line of customer service in our company. You have direct contact with the customers and because of that, your service and interaction with them matters greatly in their decision to continue using our cleaning services.  There are many competing cleaning companies that would love to come in and take our customers away from us. As long as we all do our part by providing the best cleaning service and customer service possible, our customers will remain loyal to our company.

The reason our customers stay with us is because of our employees’ hard work and motivation to provide great customer service, which is why this training is so important to the success of everyone that works in our company.

Unfortunately the cost to capture a new customer is about 5 times the cost of retaining a current customer, so it is very expensive to lose a customer. In some cases the loss of a customer is beyond our control – for example, when they move out of our service area or go out of business. But losing a customer due to poor cleaning service or poor customer service is not acceptable in our company because these are completely within our control. So we must all focus our efforts on providing the best service in town in order to retain our client base.

More reasons customer service is so important:

 

Employee signature____________________________________Date_____

 

 

 

 

 MEETING AGENDA

7/17/17

 

1.     Old business??

2.     Anything new going on in the offices we service? (add on services, etc.)  **Go through section E of the quality assurance guidelines.  

Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. Welcome Briar Campbell to the TEAM.

   

Safety: Your safety is a priority for our company. As a cleaning business, we’re legally bound by standards issued by the Occupational Safety and Health Administration (OSHA) to provide a safe working environment for employees. However, safety in the workplace is everyone’s business. Every employee is responsible for performing their work in a safe manner.

This safety program identifies guidelines for preventing the most common accidents associated with cleaning. When used consistently and properly, these safety guidelines will help reduce accidents. But use of these guidelines alone is not the total answer to accident prevention. Safety in the workplace requires good judgment. You must identify and report unsafe situations immediately to your supervisor and help them correct them before an accident occurs.

As part of your job, you are expected to follow the safety guidelines outlined in this program.

Remember … No job is so important and no service is so urgent that you cannot take the time to perform the work safely.

Situation:  A customer confronts you and claims that they had an item stolen from their desk.

Response: Oh, I’m very sorry to hear that. Can I get some details of what happened so we can help you get to the bottom of what happened?

Action steps:

Step 1 – Apologize sincerely.

Step 2 – Ask for details of what happened and offer to help figure out what might have happened.

Step 3 – Report the incident to your supervisor immediately.

Reliability - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#1-What does it mean to you?

 

Customer Relations- What is our definition???

 

Mission Statement: What is it???

Ongoing Training

 How to Provide Exceptional Customer Service

When it comes to customer service, our goal is to respond to each situation in a positive way. We want our customers to feel important and appreciated while taking care of their requests and concerns.

Here is an example of a cleaning technician “reacting” to a comment made by a customer:

Customer: “I put these boxes in the aisle for you to take out to the trash yesterday and they’re still here! Why didn’t you take them out?”

Reacting Negatively: “Well they weren’t marked trash so I didn’t take them out!”

The employee immediately went on the defensive and “reacted” to the customer in a negative way. How do you think the customer felt when they walked away after this conversation?

 

Notice the difference when the employee “responds” positively to the customer:

Responding Positively: “I’m so sorry, I did see them and checked to see if they were marked for trash but I didn’t see any notes and I didn’t want to throw out anything that wasn’t intended for the trash. I’ll take care of it right now. Let me give you some stickers that you can use to mark the boxes for trash. That way I’ll know for sure that I need to take them out to the trash next time.”

The employee responded in a more positive way by apologizing sincerely, taking care of the boxes right away, and offering a suggestion to make sure it doesn’t happen again. The customer walked away feeling much better about the situation.

For many of our clients, the customer service aspect of their experience is at least as important as the cleaning itself. This training program will provide you with an overview of the best practice skills required to exceed our customers’ expectations.

 

Employee signature____________________________________Date_____

 

 

 

 

 

MEETING AGENDA

7/09/17

 

1.     Old business??

2.     Anything new going on in the offices we service? (add on services, etc.)  **Go through section D of the quality assurance guidelines.  

Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

Safety: Workplace Violence

 

Workplace violence is an act of aggression, physical assault, or threatening behavior that occurs in a work setting and causes physical or emotional harm to customers, coworkers, or managers.

 

Violence in the workplace is a serious safety and health issue. Its most extreme form – homicide – is the fourth-leading cause of fatal occupational injury in the United States.

 

Workplace violence has emerged as a subject of considerable interest to both small and large businesses in recent years. Some small business owners deny that this grim issue is a concern for them, but in reality, workplace violence can strike even a small company.

 

Recognize the warning signs of workplace violence and be sure to report all aggressive behavior. Aggressive behavior includes threats, verbal abuse, hostile actions, physical force, unwarranted physical contact, and sexual harassment.

 

Law enforcement and security experts agree that employees who engage in violent acts often—though not always—exhibit behaviors that serve as "red flags" indicating potential problems. These include:

 

 

Situation:  A fellow employee asks you to clock them into the work location.

Response: Sorry, but I can’t do that because it’s against company policy. Did you know that clocking in or out for another employee is grounds for termination? I wouldn’t want you to get fired if you’re not aware of the policy.

Action steps:

Step 1 – Explain the policy to the employee in a polite way. They may not be aware they’re doing something wrong.

Consistency - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#4-What does it mean to you?

 

Customer Relations- What is our definition???

 

Mission Statement: What is it???

Ongoing Training

 How to Provide Exceptional Customer Service

There is nothing more important to both you and this company as our customers; because without them, there is no business.  Our customers spend a lot of money each year to make sure their facility is cleaned to the specifications we promised. So when they have a concern or request, they expect us to resolve things quickly and efficiently, and to do it with courtesy and respect. Consider this quote from Sam Walton, Founder of Wal-Mart:

“There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind – pleasing the customer.”

One of the reasons customer service is so important is because it is sometimes the only contact our customers have with our company. Since we do most of our work when our customers aren’t present, they may only have contact with us when they call about a concern or approach a cleaning technician with a request. Our goal in training you about customer service is that we make that experience a positive one for both our customers and for you as our customer service representatives.

“It’s not the situation, but whether we react (negative) or respond (positive) to the situation that’s important.” Zig Ziglar

 

Employee signature____________________________________Date_____

 

 

 

 MEETING AGENDA

6/26/17

 

1.     Old business??

2.     Anything new going on in the offices we service? (add on services, etc.)  **Go through section C of the quality assurance guidelines.  

Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

Situation:  You notice an employee is on their cell phone when they should be working.

Response: Hi Julie, I noticed you sometimes spend time on your cell phone when you’re cleaning. Did you know that’s against company policy to have it on-site and you could be written up for it? I just don’t want to see you get into any trouble if you weren’t aware of the policy.

Action steps:

Step 1 – Explain the policy to the employee in a polite way. They may not be aware they’re doing something wrong.

Healthy Cleaning - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#3-What does it mean to you?

 

Customer Relations- What is our definition???

 

Mission Statement: What is it???

Ongoing Training

 How to Provide Exceptional Customer Service

Telephone Answering Skills for Exceptional Customer Service

Everyone who answers the telephone plays an important role in customer service. Customers are immediately able to tell if the person who answers the phone is willing and able to help them or not, just by listening to the tone of their voice.

How many times a week do you talk to customers on the phone – both external customers (prospects, clients and prospective employees) and internal customers (employees and vendors)? 

Is it 10?  25?  50?  100 or more?  This is the number of times it is possible to have a dissatisfied customer. It’s up to you to use professional, friendly telephone skills so you do not end up with dissatisfied customers or lost customers.

There are many ways a phone call can go wrong. Following are just a few:

 

Employee signature____________________________________Date_____

 

 

 

 

 

 MEETING AGENDA

6/19/17

 

1.     Old business??

2.     Anything new going on in the homes and offices we service? (add on services, etc.)  **Go through section B of the quality assurance guidelines.  

Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

Ergonomics has been a "buzzword" for years. Understanding ergonomics along with using ergonomically designed equipment and procedures can prevent injuries and help you perform your routine tasks better and more efficiently.

 

The U.S. Department of Labor statistics suggests that of all types of labor in America, cleaning personnel were fifth most likely to be injured on the job. In the cleaning industry, many of the injuries that occur are muscle and joint pain, and other related injuries. These injuries can be caused by the constant, strenuous activity that is placed on cleaning workers. Problems can occur as workers use awkward postures and positions that are sustained for long periods of time. Rinsing out heavy mops, washing down floors and walls, and lifting heavy trash can strain the back, neck, shoulders and wrists. The problem intensifies as much of the work you do is repetitive.

 

So what is an ergonomic product? Ergonomic products are designed to fit the worker, rather than physically forcing the worker to fit the equipment. The objective of using ergonomic products is to reduce stress on the body. Plus, using ergonomic products and performing cleaning tasks properly can help minimize injury.

 

By using ergonomic equipment and techniques you should be able to stay injury free and increase your productivity.

Following are tips for buying and using ergonomic cleaning equipment:

Cleaning workers should also be trained on how to perform cleaning tasks properly. This will help to minimize injuries.

 

Situation:  You watch an employee take candy from a dish in an office.

Response: Hi John, I noticed you took candy from the dish at the receptionist desk. Did you know that’s against company policy to do that? Our customers put that candy out for their clients and they don’t want the cleaning service eating it. I just don’t want to see you get into any trouble if you weren’t aware of the policy.

Action steps:

Step 1 – Explain the policy to the employee in a polite way. They may not be aware they’re doing something wrong.

Consistency - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#2-What does it mean to you?

 

Customer Relations- What is our definition???

 

Mission Statement: What is it???

Ongoing Training

 How to Provide Exceptional Customer ServiceAfter listening to the customer and learning more about what they want, take responsibility for what you can do and discuss the options. If you need to get a supervisor involved, do it right away and explain the next steps to the customer so they know you are working on a resolution right now. After contacting your supervisor, follow up with the customer to let them know what will happen next. When customers feel you have made them a priority and that you care about quick resolution, they are much more likely to remain a satisfied customer.

Here are the basic steps to handling a difficult customer:

  1. Listen. It is of primary importance to listen and let the customer talk. Be patient and use body language that shows you are attentive. Use phrases like, “Please tell me what happened” to encourage venting and “Yes, I see” to show you’re listening.
  2. Let them know you are sorry and do it sincerely. Instead of saying, “Sorry about that…”, say it in a way that sounds like you really mean it – “I’m so sorry that happened.”  Notice how just a slight change in verbiage can make it sound more sincere, instead of flippant?  Here are some variations you can use:
    1. I’m very sorry for this mistake/problem.
    2. I’m so sorry for the inconvenience this has caused you.
    3. I can imagine how frustrated you are.
  3. Never argue and do not interrupt. This will only make the situation worse, especially if the customer is angry. Let him speak before you try to discuss what happened. Instead stay objective and say, “I understand why you would feel that way.”
  4. Do not lose your self-control. If you stay calm and relaxed the customer will calm down. Use phrases like, “I believe we can resolve this.”
  5. Stick to the facts. Listen carefully and write down notes if you can. Review the facts as you understand them after the customer is finished talking.  By repeating the situation as you understand it, you can clear up any misunderstandings that will delay a positive outcome.
  6. Acknowledge the problem and take responsibility.  If you can suggest a solution, do it. If not, tell the customer what actions you will take and what actions will follow. Never make the mistake of promising something you are not able to do. Take responsibility by saying, “I will make sure the problem is resolved.”
  7. Involve the customer in solving the problem. Suggest to the customer alternative solutions, if you can. For example, “Another way we can resolve the situation is…” Customers appreciate being able to choose the solution that works best for them. Or ask them, “How would you like to see this resolved?” When you see you’re close to a resolution, say something like, “This is what I propose to do…”
  8. Follow-up.  Make sure that whatever solution was decided upon actually happened. If you do not do what was promised or pass the problem off to someone else and that person dropped the ball, the problem will become worse. Either the customer will come back more upset than before, or they won’t bother coming back and will take their business elsewhere.

 

Employee signature____________________________________Date_____

 

 

 

 

MEETING AGENDA

6/12/17

 

1.     Old business??

2.     Anything new going on in the homes and offices we service? (add on services, etc.)  **Go through section A of the quality assurance guidelines.  

Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

Safety: Lifting Properly

Lifting heavy objects is a common cause of back injury. When lifting, use the following techniques:

Policies:

Situation:  A fellow employee takes an item out of the trash and puts it in their car.

Response: Hi Susan, I noticed you took something out of the trash and put it in your car. Did you know that we shouldn’t take things out of the trash? It’s against company policy and you could be written up for it. I just don’t want to see you get into any trouble if you weren’t aware of the policy.

Action steps:

Step 1 – Explain the policy to the employee in a polite way. They may not be aware they’re doing something wrong.

Healthy Cleaning - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#1-What does it mean to you?

 

Customer Relations- What is our definition???

 

Mission Statement: What is it???

Ongoing Training

 How to Provide Exceptional Customer Service

How to handle difficult customers

If you have a difficult customer, the first thing to keep in mind is that you need to remain calm. Listen carefully and let the customer talk. The three most important things to remember when dealing with difficult customers is:

  1. Do not get defensive
  2. Do not take it personally
  3. Do not blame others

The customer is upset with the situation, not necessarily with you, so it is your job to be empathetic to their situation and find out what they want.

After listening to the customer and learning more about what they want, take responsibility for what you can do and discuss the options. If you need to get a supervisor involved, do it right away and explain the next steps to the customer so they know you are working on a resolution right now. After contacting your supervisor, follow up with the customer to let them know what will happen next. When customers feel you have made them a priority and that you care about quick resolution, they are much more likely to remain a satisfied customer.

 

Employee signature____________________________________Date_____

 

 

 

 

 

 

 

MEETING AGENDA

05/22/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section F of the quality guidelines   Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues.  Welcome Cynthia Redford as a new Team-Mate Yaya!!!  Also the new name of the Newsletter is Sensational News.. Kathy Won!!!! But we win too…COOKIES. lol

   

 SAFETY Steps to Cleaning Blood or Body Fluid Spills

Small spill on a countertop:

Step 1. Gather equipment, spill kit, and put on personal protective equipment (PPE).

Step 2. Absorb the blood spill with paper towels or pour an absorbent material over the spill. This material will be part of your spill kit.

Step 3. Dispose of paper towels in red biohazard bag. Use a scoop to pick up the absorbent material (either a small shovel or cardboard piece). Wipe up any remaining blood or OPIM (Other Potentially Infectious Material) with an absorbent towel.

Step 4. Apply disinfectant solution to the area and give dwell time according to manufacturer’s directions, usually 5-10 minutes.

Step 5. Wipe with paper towels and dispose of the paper towels in a red biohazard bag.

Step 6. Place all clean-up materials, including PPE, in a red bag for proper disposal.

Step 7. Wash your hands

Large spill on a tile floor:

Step 1. Set up a safety perimeter.

Step 2. Gather equipment, spill kit, and put on personal protective equipment (PPE).

Step 3.  Pour an absorbent material over the spill. This will be part of your spill kit.

Step 4. Use a scoop to pick up the absorbent material (either a small shovel or cardboard piece). Blot up any remaining blood or OPIM (Other Potentially Infectious Material) with an absorbent towel.

Step 5. Apply disinfectant solution to the area and give dwell time according to manufacturer’s directions, usually 5-10 minutes. Mop up the solution with disposable microfiber flat mop heads.

Step 6.  Dispose of contaminated, disposable mop heads in red bio-hazard bag, and then clean and disinfect the equipment.

Step 7. Place all clean-up materials including PPE, in a red bag for proper disposal.

Step 8. Wash your hands.

Large spill on carpet:

Step 1. Set up a safety perimeter.

Step 2. Gather equipment, spill kit, and put on personal protective equipment (PPE).

Step 3.  Pour an absorbent material over the spill. This will be part of your spill kit.

Step 4. Use a scoop to pick up the absorbent material (either a small shovel or cardboard piece).  Blot up any remaining blood or OPIM (Other Potentially Infectious Material) with an absorbent towel.

Step 5. Apply disinfectant solution to the area and give dwell time according to manufacturer’s directions, usually 5-10 minutes. Extract the blood and solution from the carpet.

Step 6.  Dispose of contaminated disinfectant solution from mop bucket and carpet extractor, and then clean and disinfect the equipment.

Step 7. Place all clean-up materials, including disposable PPE, in a red bag for proper disposal.

Step 8. Wash your hands.

Policies: VEHICLE POLICY & GUIDELINES

Each employee driving or riding in Company vehicles will wear seat belts at all time while vehicle is being driven.  Smoking, mobile device use, eating, or drinking in vehicle will not be permitted.  The vehicle will be kept neat, clean, and in an orderly manner during and after each shift. All mileage is to be logged.  Prior to using a company vehicle a vehicle walk-around inspection should be performed.

 

Situation:  Customer informs you they just spilled coffee on the carpet and would like you to clean it up.

Response: Sure, I can help you with that. Let me just get the spotting kit and I’ll be right there.

Action steps:

Step 1 – Smile and let the customer know you can help with that.

Step 2 – If you have been trained on how to spot carpet, get the spotting kit and take care of it right away.

Step 3 – If you have not been trained on how to spot carpet, gather white cloths or paper towels to absorb as much of the spill as you can. Blot with a damp white towel. Call your supervisor so he/she can take care of any further spotting needed. Explain to the customer what steps you’ve taken.

Consistency? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#3-What does it mean to you?

Our Customer Relations Definition- What is it???

Mission Statement: What is it???    How do we accomplish this???

What Exceptional Customer Service Should Look Like at Our Company

 

What if they ask a question or ask for your help?

If a customer asks for your help, has a complaint, or requests a service that is not part of your normal routine, what should you do? Before we answer that question, here is what you should NOT do.

 

Signature________________________________________________________

  

 

 

 

 

 MEETING AGENDA

05/15/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section E of the quality guidelines   Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

 SAFETY If exposure occurs:

If you have any contact with a person’s blood or body fluids, (except blood or body fluid splashes on intact skin), you should immediately report it to your supervisor. He or she will need the following information:

It is vital that you report the exposure in order to receive medical attention and evaluation. This evaluation will be performed by a licensed physician, or another appropriately trained and licensed healthcare professional.

Policies: SAFETY POLICY

At Advantage Cleaning Services, employee safety is everyone’s business.  Safety is to be given primary importance in every aspect of planning and performing all Advantage Cleaning Services activities.  Employees and management have shared responsibility in maintaining the workplace that is safe and injury free.  Advantage Cleaning Services wants to protect employees against industrial injury and illness, as well as minimize the potential loss of production.  The employee’s responsibility is to follow and observe all safety rules and procedures.

 

Please report all injuries (no matter how slight) to your manager and/or supervisor immediately, as well as anything that needs repair or is a safety hazard.  If an accident does occur, you will be required to report the accident to your supervisor immediately and contact your District office within 24 hours of the injury.  You will be asked to complete an accident review form.  Below are some general safety rules.  Your manager and/or supervisor may post other safety procedures in your work area.

Remember that failure to adhere to these rules will be considered serious infractions of safety rules and will result in disciplinary action to the employee.

 

The employee will be required to purchase replacement of mandatory personal protective equipment that has been purposely destroyed or lost at cost.  You may purchase personal protective equipment that is not mandatory.

Advantage Cleaning Services will continue to provide a clean, safe and healthy place to work and will provide the best equipment possible.  The employee is expected to work safely and observe all safety rules and to keep the premises clean and neat.  Remember that carelessly endangering yourself or any employee may lead to disciplinary action, including possible termination.

Situation:  Customer asks you to change a light that is out.

Response #1A: Please give me a moment to finish this task and I will see what I need to do to get that done myself or I will find someone else to help.

Response #1B: I’m afraid our company isn’t responsible for changing the lights in your building, but let me check with my supervisor because he may have the contact information for the vendor who does. Can you show me which light is out?

Action steps:

Step 1 – Check with your supervisor if you don’t know your policy on changing lights.

Step 2A – If you have been trained on changing lights, take care of it for the customer and let your supervisor know so the task can be tracked.

Step 2B – If you have not been trained on changing lights, give response #1A.

Step 2C – If your company is not responsible for changing lights, give response #1B.

Healthy Cleaning? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#2-What does it mean to you?

Our Customer Relations Definition- What is it???

Mission Statement: What is it???    How do we accomplish this???

What Exceptional Customer Service Should Look Like at Our Company

 

In order to provide exceptional customer service, employees need the following basic skills:

We want our customers to feel at ease when we clean their work place. There are several things we can do to create this type of environment when we are cleaning their space. First, acknowledge a person as soon as they appear, even if you are busy. All you have to do is make eye contact, smile, and say hello. Always be polite and courteous in their presence.

 

Signature________________________________________________________

 

 

 

 

 

MEETING AGENDA

05/08/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section D of the quality guidelines   Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

 SAFETY Work practice controls:

Policies: VINYL/NITRILE GLOVE AND EYE PROTECTION POLICY

Because of the Occupational Safety Health Administration (OSHA) and the Mine Safety Health Administration (MSHA) standards, and Advantage Cleaning Services commitment to a safe work place for all employees, all personnel using cleaning chemicals on Advantage Cleaning Services jobs will be required to wear vinyl/nitrile gloves and protective eye wear (provided by Advantage Cleaning Services) when cleaning restrooms, shower rooms, or any other defined area.

 

This Policy is being enforced for these reasons:

 

    1.     To follow OSHA and MSHA Rules and Regulations.

    2.     To protect the employee from disease that may be transmitted in restroom cleaning.

    3.     To protect the employee from any injury to eyes when using cleaning chemicals.

 

If an employee refuses to wear vinyl/nitrile gloves or protective eye wear, Advantage Cleaning Services will not be responsible for repercussions concerning the contraction of any disease or side effects from a reaction to the chemicals, or repercussions concerning eye injury from chemicals.  Also, the company will NOT be responsible for medical bills incurred for failure to follow this policy.

Situation:  Customer keeps talking when you need to get back to work.

Response: It was so great talking with you but I’m afraid I better get back to work! I’ll see you next time, have a good night!

Action steps:

Step 1 – Let the customer know you’ve enjoyed talking with them but unfortunately it’s time to get back to work. Wish them a good evening.

Consistency? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#1-What does it mean to you?

Our Customer Relations Definition- What is it???

Mission Statement: What is it???    How do we accomplish this???

What Exceptional Customer Service Should Look Like at Our Company

 

By identifying the elements of service that are important for our company, we will be able to turn those elements into specific workable steps.

 

Elements of service that are important to our company:

Answering the phone by the 3rd ring.
When a phone rings and you are able to answer it, answer it within 3 rings. We don’t want a customer to wait to speak to a live person. This shows we are ready and well equipped to answer the phone.

 

Resolving any complaint in a prompt manner.
When confronted with a complaint get all the facts, and take care of the problem promptly. Then explain the process we will take to ensure it doesn’t happen again. 

 

Being polite. For example:
If you don’t know the customer’s name always refer to them as sir or ma’am.

Always use phrases like “thank you”, “you’re welcome”, “how can I be of assistance?” and “I’m happy to do that for you” when talking with customers.

Hold a door open for a customer if the opportunity arises.

 

Smiling when you encounter a customer.
When encountering a customer look at them and smile.

Smiling tells the customer that you are friendly, it shows your positive attitude, and in most cases they will smile back at you. When you smile more, you will carry an aura and poise that will draw people to you.

 

Calling customers by their name.
Everyone likes to hear their name and our customers are no different. When people hear their name it makes them feel wanted, needed, or just visible in the world.

 

Completing the cleaning task to your best ability.
Completing a cleaning task to your best ability shows you are a professional cleaner. It shows you have been trained and are knowledgeable about what you are doing.  It shows you have the best interest of the customer in mind. When customers have confidence that you are a professional, they are more likely to approach you for service because they know you’ll do the right thing.

 

Providing the level of service we promised.
Providing the level of service we promised shows the customer that they are dealing with an ethical company. Always under promise and over deliver.

 

Offer assistance whenever possible.
Offer your assistance to the customer even when it is not cleaning related.

 

Making the customer feel as if they would never be able to receive exceptional service from any other cleaning company.
Remember this quote from Maya Angelou whenever providing customer service:
"People will forget what you said, people will forget what you did, but people will never forget how you made them feel."

 

Signature________________________________________________________

 

 

 

 

 

 MEETING AGENDA

05/01/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section C of the quality guidelines   Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

 SAFETY OSHA’s definition of an occupational exposure:

A reasonably anticipated skin, eye, mucous membrane, or skin puncture contact with blood, semen, vaginal secretions, cerebrospinal fluid, or amniotic fluid that may result from job performance of an employee’s duties such as needle-sticks, human bites, cuts and abrasions, blood contact, or other potentially infectious materials.

Policies: HAZARD COMMUNICATION TRAINING

At the time of orientation the employee will receive training on Advantage Cleaning Services’s Hazard Communication Program (HazMat).  Your training will include the following:

 

1.     The purpose of the Hazard Communication Program.

2.     The use of the Safety Data Sheets (/SDS).

3.     The location of the Hazard Communication Program and SDS’s at the job site.

4.     Product use and handling instructions for all products I use.

5.     The use of personal protective equipment as required.

6.     Emergency procedures in case of injury or spills.

7.     The General Chemical Safety Handling rules.

 

The employee will abide by all safety rules indicated and required by Advantage Cleaning Services, the client, and for any governing authority.  The employee agrees to report any injury, spill or leak to their immediate supervisor immediately.

Action steps:

Step 1 – Smile and assure the customer you can help.

Step 2 – Have them show you which toilet has the problem.

Step 3 – Thank them for letting you know about the problem and that you’ll take care of it right now.

Healthy Cleaning? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#4-What does it mean to you?

Our Customer Relations Definition- What is it???

Mission Statement: What is it???    How do we accomplish this???

Customer Bill of Rights

 

We are committed to developing policies and procedures to protect the rights of our customers and ensure that we have your best interests at the forefront of everything we do.

As a customer, you have the right to:

  1. Have service performed as scheduled.
  2. Expect a clean office and building. Simply put, you deserve the best. If we’re not performing to the standards we promised, top level management will respond.
  3. Address any questions you may have with our knowledgeable Customer Service Staff.
  4. Be treated with courtesy and respect from all staff at our company.
  5. Be heard. We commit to making your issues count. You can expect complaints/problems/concerns to be resolved within 24 business hours, whenever possible.
  6. Expect phone calls not to be transferred or left on "hold" unnecessarily.
  7. Be informed. We guarantee to keep you informed about service delays or anything else you need to know regarding the cleaning service.

 

Signature________________________________________________________

 

 

 

 

MEETING AGENDA

04/24/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section B of the quality guidelines   Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

 SAFETY Personal Protective Equipment for Bloodborne Pathogens

 

One way the employer can protect workers against exposure to bloodborne pathogens such as hepatitis B virus (HBV), hepatitis C virus (HCV), and human immunodeficiency virus (HIV), is by providing and ensuring they use personal protective equipment, or PPE. Wearing appropriate PPE can significantly reduce risk, since it acts as a barrier against exposure. Employers are required to provide, clean, repair, and replace this equipment as needed, and at no cost to workers.

 

Personal protective equipment may include gloves, gowns, laboratory coats, face shields or masks, eye protection, ear protection, respirators, and other protective gear. The PPE selected must be appropriate for the task. This means the level and type of protection must fit the expected exposure. For example, gloves may be the only PPE needed for a laboratory technician who is drawing blood. However, a pathologist conducting an autopsy would need much more protective clothing because of the different types of exposure such as splashes and the increased amount of blood that is encountered. PPE must be readily accessible to workers and available in appropriate sizes.

Policies: HOLIDAYS - FULL TIME EMPLOYEES

Advantage Cleaning Services observes the following six holidays which we also pay to all full-time employees who work more than an average of 32 hours a week or more.  You are eligible for holiday pay if you have been employed 180 days or more and work the shift before and the shift after the holiday.  The holidays are:

 

1.  New Year’s Day                            4.  Labor Day

2.  Memorial Day                                5.  Thanksgiving

3.  July 4th                                          6.  Christmas

Action steps:

Step 1 – Smile and ask the customer to show you what was missed.

Step 2 A – Service was scheduled to be performed – Respond: “I’m so sorry; you are right, that should have been taken care of. Let me take care of that right now and then I will look in to what happened so it does not happen again.”   

Step 2 B – Service was not scheduled to be performed – Respond: “I’m sorry about that, but that service is actually not due until next week. If you want I can go ahead take care of it now and I’ll let my supervisor know that the frequency might need to be changed.”   

Reliability? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#3-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

Activity: How You Feel About Your Customers

This activity puts the roles of customer and service provider into perspective.

You are both a customer and service provider at one time or another during your lifetime. During this exercise we want you to think of how you like to be treated as a customer; because when you put yourself in your customer’s shoes, you become a better service provider.

The purpose of this activity is to help you view your customers differently, to motivate and inspire you to feel great about your customers, and change from a self-focused attitude to a customer-focused attitude.

After the activity you will be able to understand your role as a service provider, gauge your attitude toward customers and learn techniques for developing a customer-oriented attitude.

Often, the way you interact with our customers is the same way you interact with everyone in your life.

 

Answer the following questions True or False

 

Customers want too much service.                                             True             False

Customers need to understand my side of the story.                   True             False

Customers should not expect a fast response.                            True             False

Customers complain about insignificant problems.                      True             False

Placing a customer on hold for 2 minutes is acceptable.              True             False

Telling the customer “This happens all the time is okay.              True             False

I need some appreciation from customers.                                  True             False

Someone else should deal with irate customers.                         True             False

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Answers

 

Customers want too much service.  False

Remember, you’re a paying customer yourself and you want, expect, and deserve good service.

 

Customers need to understand my side of the story.  False

Think about a time you were a customer in a restaurant and you had to wait a long time to be served. Did you really care that one server was late to work and one didn’t show up? No! You just wanted to be served.  As a customer, you are concerned with your own problems. You are not interested in the other side of the story.

 

Customers shouldn’t expect a fast response.  False

As a customer, you may have already tried to solve the problem yourself. By the time you’ve called the service provider, you’ve already spent too much time on it and you expect a fast response from the experts.

 

Customers complain about insignificant problems.   False

As a customer, no problem is too small, especially if it’s creating frustration in your life. If someone says your problem is small and insignificant – how does that make you feel?

 

Placing a customer on hold for 2 minutes is acceptable.   False

Think about the answer to this question after closing your eyes for 2 minutes and asking yourself if it is ok to be on hold for this long.

 

Telling the customer “This happens all the time” is okay.   False

As a customer, I interpret this to mean that the service is prone to lots of problems – not good for long-term business.

 

 

I need some appreciation from customers.   False

We all like appreciation. Unfortunately customers are not always appreciative, even of good service – they expect it!

 

Someone else should deal with irate customers.   False

Have you ever been an irate customer? If so, you probably know that you are usually annoyed at the product or the company, not necessarily the person serving you. But if that person starts to take it personally, you feel the tension build. So, from either point of view, it doesn’t work to take things personally.

 

 

Now that you’ve done the activity, how does it feel to perceive the answers from a customer’s perspective? Put yourself in your customers’ shoes from time to time to remind yourself of how it feels from their point of view.

Next, complete the Service Action Plan on the next page.

 

 

MEETING AGENDA

04/17/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section A of the quality guidelines   Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

 SAFETY Bloodborne Pathogens

Every business that employs or has contact with people carries some risk of being exposed to the hazards of bloodborne pathogens. OSHA has established a guideline to protect workers who, as a result of doing their job, could come in contact with blood or other potentially infectious material.

Key definitions to understand are: 

Policies: VACATION

 

Vacation benefits are provided to all full-time employees working/averaging more than 32 hours per week.  The schedule is as follows:

 

                                      1 week (5 days) after 1 year of employment

                                      2 weeks (10 days) after 2 years of employment

3 weeks (15 days) after 10 years of employment

 

In order to request vacation, an employee must fill out and return “The Request For Vacation” form to his or her immediate Supervisor one hundred twenty days prior to start of vacation.

 

Vacation pay will be paid based on the average number of hours worked. For example: an employee works 1600 hours in 2016. 1040 divided into 52 weeks in the year averages out to 31 hours of vacation for each week due, or 6 hours per day. Vacation pay due will be rounded to the nearest quarter of an hour.

 

An employee becomes eligible for vacation pay upon the first anniversary of the first day of employment with the company. Vacation accrued shall be taken within the year it is due between anniversary dates. For example: if an employee’s anniversary date is Oct. 1, 2016, they become eligible for one week of vacation starting Oct. 1, 2017. The week must be taken between Oct. 1, 2016 and Oct. 1, 2017.

 

If, due to unforeseen circumstances an employee is unable to take his or her vacation, any unused days will be paid. This may only be done with approval of the manager/owner.

 

Vacation pay will be forfeited unless a four-week notice is given upon notification of termination. Vacation pay will also be forfeited upon involuntary termination.

 

< >  Customer is at their desk when you are dumping trash.: Smile and say, “Excuse me, may I please dump your trash?”  

 

Action steps:

Step 1 – Smile and greet the customer.

Step 2 – Ask politely if you can dump their trash

Step 3 – Hand the empty trash can back to the customer or replace the trash can yourself at its original spot and thank the customer

Consistency? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#2-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

< > _______________________________

 

 

 MEETING AGENDA

04/10/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section G of the quality guidelines   Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

 SAFETY Eye Strain

Eye strain is a very common problem. Whether it is from working on a computer, watching TV, driving, or any number of other activities, your eyes can become fatigued and lose focus. Serious eye strain can cause a number of other problems from short term head and neck aches to long term conditions like Myopia. Here are 5 tips to help prevent eye strain.

 

Policies: EMPLOYEE OF THE YEAR

Employee with greatest number of points will receive the Employee of the Year Award. Winner receives a 52” LCD Flat screen television or a $300.00 store gift card.

Action steps:

Step 1 – Smile and say hello

Step 2 – Warn them of any hazards such as wet toilet seat or wet floor.

Step 3 – If you are a female cleaning a ladies restroom you may continue to clean. If you are a female cleaning a men’s restroom you should leave so the customer has privacy. If you are a male cleaning a men’s restroom you may continue to clean. If you are a male cleaning a ladies restroom you should leave so the customer has privacy.

 Healthy Cleaning? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#1-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

What Can We Do To Make Sure Our Customers Are Satisfied?

Signature: _______________________________

 

 

 

 

 MEETING AGENDA

04/03/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section F of the quality guidelines   Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

   

 SAFETY Hearing Protection

 

 

 

 

Following are the various types of hearing protection:

 

Ear Plugs

Ear plugs are the least obvious type of ear protection. They consist of two small plugs, one that fits in each ear canal to block out noise. Ear plugs are usually made of durable foam that can expand to best fit each individual's ear canal. Some are cylinder-shaped while others are slightly rounded at one tip to best fit smaller ear canals. Noise reduction for ear plugs ranges from about 25 to 33 decibels, depending on the type of plug. Foam ear plugs are disposable, usually thrown out after a single use. Ear plugs are available in loose pairs and also with cords or a lightweight headband attached. 

 

Ear Pieces

Ear pieces are units that are attached over the outer ear and have a small insert that fits into the ear canal. Ear pieces, which come in left and right ear units, are usually made of a soft plastic that retains its shape but does not irritate the ear. With noise reductions of about 9, ear pieces are not meant to block out all sounds, but loud background noises; so people can still hear nearby noises and conversations. Ear pieces are easy to wear with helmets, hats or other equipment as they fit snugly next to the ear. 

 

Safety Earmuffs

Earmuffs consist of a headband that fits over the top of the head with two safety cups, one on each side, to cover and protect each ear. The earmuff cups are usually encased in a hard plastic and lined with a soft, padded material. Some of the deluxe models offer padded cushions that combine foam and liquid in the filling that best conforms to the ear to seal out noise. Some find earmuffs rather bulky, while others find them more comfortable than plugs that are stuck in an ear canal. Earmuffs range from lightweight to heavy duty, with noise reductions ranging from about 27 decibels and up. The headbands are adjustable and some fold into a compact unit for carrying or storage. 

 

Electronic Earmuffs

Electronic earmuffs appear similar to the safety earmuffs, but have added features. They are outfitted with built-in mini speakers, amplifiers and microphones. These electronic devices are geared to pick up and heighten surrounding sounds that are at a normal level, such as conversations, and block out louder sounds, like background construction noise. The earmuffs are usually powered by batteries so no cords are necessary. Noise reduction on electronic earmuffs starts at about 25 decibels.

 

The OSHA Occupational Noise Exposure Standard (29 CFR 1910.95 (a) and (b)) was enacted to protect employees against the effects of high intensity occupational noise. The original standard includes the following components:

 

                                                                

The table below shows the permissible noise exposures that require hearing protection for employees exposed to occupational noise at specific decibel levels for specific time periods. Noises are considered continuous if the interval between occurrences of the maximum noise level is one second or less.

 

Noises not meeting this definition are considered impact or impulse noises and exposures to this type of noise must not exceed 140 decibels. Examples of situations or tools that may result in impact or impulse noises are powder-actuated nail guns, a punch press or drop hammers.

 

Note: Only federal regulations are noted on this table. State and local variances may require more stringent regulations then the federal mandates.

Policies: EMPLOYEE OF THE MONTH

 

Announcement will be made after the first day of the month. Awarded employee will receive $25.00 and one point to be used at the Employee of the Year Ceremony.

Situation:Customer walks into the break room while you are cleaning it:

Response: Smile and say hello.

Action steps:

Step 1 – Smile and greet the customer.

Step 2 – If you need to, warn them of any hazards such as a wet floor or counter.

Reliability? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#1-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

Customers are the reason for the work, not an interruption of work

Have you ever had to wait for service because someone is on the phone or performing a task? It’s frustrating, isn’t it? You are a paying customer and should not be treated as an interruption by the employee who should be serving you. After all, it’s you, the customer who makes their paycheck possible – don’t you deserve exceptional customer service?

Employees often lose sight of the importance of customers, especially when they’re consumed with daily tasks. But you can’t sacrifice customer service for getting your to-do list done.  Our customers’ needs must be the top priority for everyone in the company because without our customers, there is no company!

Signature: _______________________________

 

 

 

 

 

 MEETING AGENDA

3/27/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section E of the quality guidelines   Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues. 

    

 SAFETY Heat Stress

Factors that may cause heat-related illness include:

 

Symptoms may include sweating, clammy skin, weakness, headache, nausea, dizziness, fainting or vomiting.

 

First aid for heat stress should include:

Policies: FINAL PAYCHECK

Whenever an employee terminates for any reason, or is terminated, all wages due after proper deductions will be paid on the next regular scheduled payday.  Before issuing the final check however, all of Advantage Cleaning Services’s equipment and supplies such as (but not limited to) keys, uniforms, first aid kits, vehicles, cell phones/tablets/computers, ID badges, schedules of maintenance, customer lists, EB proposals, all company manuals, training programs, cell phone and voice mail lists, production rates, etc. in the employee’s possession must be returned.

 

During the term of the employee’s employment or afterward, unless authorized in writing by Advantage Cleaning Services, the employee shall not disclose any Confidential Information, proprietary information, or trade secrets to any person nor shall the employee use the same for any purposes at any time, except for the purpose of performing the employee’s job duties on behalf of or as directed by Advantage Cleaning Services

Situation:  Customer walks into the break room while you are cleaning it:

Response: Smile and say hello.

Action steps:

Step 1 – Smile and greet the customer.

Step 2 – If you need to, warn them of any hazards such as a wet floor or counter.

Consistentcy? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#4-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

What Do Customers Really Want?

Signature: _______________________________

 

 

 MEETING AGENDA

3/20/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section D of the quality guidelines   Please communicate with Jennifer Bulkley at 607-382-9828 relating to issues.  Jenna has resigned. Congratulate Elwin Davenport, he help save a life and won Addisons’ “Citizen of the Year award.”  Yay, so happy to have a hero on our TEAM.

   

 SAFETY Respirators

A respirator is a device designed to protect the wearer from inhaling harmful dusts, fumes, vapors, and/or gases. Respirators come in a wide range of types and sizes. Respirators range from inexpensive single-use, disposable masks to reusable models with replaceable cartridges.

 

There are two main categories of respirators:

 

  1. The air-purifying respirator, which forces contaminated air through a filtering element
  2. The air-supplied respirator, in which an alternate supply of fresh air is delivered.

 

Within each category, different techniques are employed to reduce or eliminate noxious airborne contents.

Examples of respirators are:

 

Emergency Respirator:

An emergency respirator is used for evacuation or rescue in situations involving respiratory hazards. They are generally intended for short-time use of approximately 15 to 30 minutes.

Air-Purifying Respirators:

This respirator allows air to pass through an air-purifying filter that removes any harmful contaminants. It purifies environmental oxygen, but does not have an independent oxygen supply.

Self-Contained Breathing Apparatus:

This is the type of respirator used by fire fighters. It has a limited air supply that is generated from a tank worn on the back and attached to a face mask.

Atmosphere-Supplying Respirator:

This type of respirator is used in situations where oxygen levels are low or to prevent exposure to toxic vapors.

Particulate Respirators:

The N95 respirator is the most common particulate filtering respirator. It filters at least 95% of airborne particles but is not resistant to oil. Health care workers wear particulate respirators to protect against airborne pathogens by filtering particles out of the air they are breathing. Janitorial workers may use this type of respirator when using certain chemicals. Be sure to check SDS sheet for appropriate PPE.

Policies: EXIT INTERVIEW

Employees resigning from the Company are encouraged to participate in an exit interview conducted by a member of the management staff.

 

The exit interview is an opportunity for separating employees to express their opinions concerning the management and operation of our business.

Situation:  A person working in the office you clean is walking towards you as you walk down the hallway.

Response: Smile and say hello.

Action steps:

Step 1 – Make eye contact

Step 2 - Smile

Step 3 – Greet the customer and use their name if you know it.

 

Healthy cleaning? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#3-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

More reasons customer service is so important:

  1. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back. – 1st Financial Training services
  2. One unhappy customer will tell 9 to 15 people about their experience.
  3. 70% of buying experiences are based on how the customer feels they are being treated. – McKinsey
  4. It takes 12 positive experiences to make up for one unresolved negative experience. – “Undertanding Customers”  by Ruby Newell-Legner

Signature: _______________________________

 

 

 

MEETING AGENDA

3/13/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section C of the quality guidelines

   

 SAFETY Personal Protective Equipment (PPE)

Policies:

VOLUNTARY RESIGNATION

We require that employees who elect to voluntarily resign from employment complete a resignation form, and we also require “proper notice.”  We consider “proper notice” to be not less than four weeks for employees.

 Situation:  Customer complains about running a vacuum cleaner while they are on the phone.

Response: I’m sorry!  I will pay more attention next time and turn the vacuum off or shut your office door so I don’t disturb you.

Action steps:

Step 1 – Turn the vacuum cleaner off and quietly mouth the words, “I’m sorry!”.

Step 2 – Come back later to do the vacuuming.  When you come back say, “I will pay more attention next time and turn the vacuum off or shut your office door so I don’t disturb you.” 

Reliability? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#2-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

You are the front line of customer service in our company. You have direct contact with the customers and because of that, your service and interaction with them matters greatly in their decision to continue using our cleaning services.  There are many competing cleaning companies that would love to come in and take our customers away from us. As long as we all do our part by providing the best cleaning service and customer service possible, our customers will remain loyal to our company.

The reason our customers stay with us is because of our employees’ hard work and motivation to provide great customer service, which is why this training is so important to the success of everyone that works in our company.

Unfortunately, the cost to capture a new customer is about 5 times the cost of retaining a current customer, so it is very expensive to lose a customer. In some cases, the loss of a customer is beyond our control – for example, when they move out of our service area or go out of business. But losing a customer due to poor cleaning service or poor customer service is not acceptable in our company because these are completely within our control. So we must all focus our efforts on providing the best service in town in order to retain our client base.

Signature: _______________________________

 

 MEETING AGENDA

3/06/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section B of the quality guidelines. Beginning 3/6/17. All Monday Team Meetings will be at 5PM.  They will no longer be at 4:30PM please call Jenna if you have questions or concerns

   

 SAFETY Chemical Safety

If part of your job is to use or prepare cleaning solutions, always use the following precautions:

Situation:  Customer gives you a compliment for the good job you do.

 

Response: Thank you very much for the kind words. It’s important to me that you have a clean office to come into every day. 

Action steps:

Step 1 – Smile and thank them sincerely.

 

Consistency? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#1-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

 

When it comes to customer service, our goal is to respond to each situation in a positive way. We want our customers to feel important and appreciated while taking care of their requests and concerns.

Here is an example of a cleaning technician “reacting” to a comment made by a customer:

Customer: “I put these boxes in the aisle for you to take out to the trash yesterday and they’re still here! Why didn’t you take them out?”

Reacting Negatively: “Well they weren’t marked trash so I didn’t take them out!”

The employee immediately went on the defensive and “reacted” to the customer in a negative way. How do you think the customer felt when they walked away after this conversation?

 

Notice the difference when the employee “responds” positively to the customer:

Responding Positively: “I’m so sorry, I did see them and checked to see if they were marked for trash but I didn’t see any notes and I didn’t want to throw out anything that wasn’t intended for the trash. I’ll take care of it right now. Let me give you some stickers that you can use to mark the boxes for trash. That way I’ll know for sure that I need to take them out to the trash next time.”

The employee responded in a more positive way by apologizing sincerely, taking care of the boxes right away, and offering a suggestion to make sure it doesn’t happen again. The customer walked away feeling much better about the situation.

For many of our clients, the customer service aspect of their experience is at least as important as the cleaning itself. This training program will provide you with an overview of the best practice skills required to exceed our customers’ expectations. 

Employee Signature____________________________________Date_____

 

 

 

 MEETING AGENDA

2/27/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section A of the quality guidelines. Beginning next week. All Monday Team Meteting will be at 5PM.  They will no longer be at 4:30PM please call Jenna if you have questions or concerns

   

 SAFETY Section 16: Other Information

The other information section is used to provide supplementary information, which the writer of the data sheet considers important for the safe use of the material. Reference sources used in preparing the data sheet are sometimes listed. You can use this reference list to obtain additional information on the material.

Policy: Involuntary Termination: The Team Leader/manager prepares the involuntary termination notice. The employee is notified of the termination by the Team Leader/manager and termination documentation must be completed. Involuntary termination is reserved for those cases that cannot be resolved by corrective counseling or in those cases where a major violation has occurred, which cannot be tolerated.

Situation:  Customer complains that dusting needs to be better.

Response: Can you show me the area that needs more attention? (listen to their response and see if it’s just one area or if it seems to be an ongoing problem). Let me call my supervisor and see if we can change the rotation or frequency of dusting in this area.

Action steps:

Step 1 – Smile and ask if there is an area that needs more attention.

Step 2 – Listen to their response to see if it’s just one area or if it seems to be an ongoing problem.

Step 3 – Contact your supervisor to see if adjustments need to be made to the dusting schedule.

Healthy cleaning? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#4-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

 

One of the reasons customer service is so important is because it is sometimes the only contact our customers have with our company. Since we do most of our work when our customers aren’t present, they may only have contact with us when they call about a concern or approach a cleaning technician with a request. Our goal in training you about customer service is that we make that experience a positive one for both our customers and for you as our customer service representatives.

“It’s not the situation, but whether we react (negative) or respond (positive) to the situation that’s important.” Zig Ziglar

Employee Signature____________________________________Date_____

 

 

 

 

 MEETING AGENDA

2/20/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section G of the quality guidelines. Congratulate JENNA WERTH!  Jenna accepted the new position of Production supervisor a few weeks ago. Yay, Jenna!!!!!

   

 SAFETY: Section 15: Regulatory Information

Information in this section is aimed primarily at regulatory compliance professionals. Useful references to applicable health, safety and environmental laws and regulations may be provided, along with information on the regulatory status of the product. For example, whether or not the product is considered to be hazardous as defined by the OSHA Hazard Communication Standard may be stated.

Policy: Suspension: A two or three day suspension may be justified when circumstances reasonably require an investigation of a serious incident in which the employee was allegedly involved. A suspension may also be warranted when employee safety, welfare, or morale may be adversely affected if a suspension is not imposed. In addition, and with prior approval, suspension without pay for up to three consecutive working days may be imposed for such proven misconduct as intentional violation of safety rules, fighting or drinking on the job. These examples do not limit management’s use of suspension in other appropriate circumstances, such as the need to investigate a serious incident. In implementing a suspension, a written counseling report should set forth the circumstances justifying the suspension. Such a report will become part of the employee’s personnel file.
 

Situation:  Customer complains that the glass door in the entryway has fingerprints on it.

Response : Thanks for bringing that to my attention. It’s sometimes hard to see the fingerprints at night without any light shining on the door. So unfortunately in the morning with the sun shining in, it shows every fingerprint we missed. What we can do is start using a squeegee on that door to make sure we got them all.

Action steps:

Step 1 – Thank them for bringing it to your attention.

Step 2 – Explain why it’s difficult to see the fingerprints due to the time of the cleaning.

Step 3 – Offer an alternative to the way it’s currently being done so the problem doesn’t continue.

Step 4 – Contact your supervisor to keep him/her informed of the situation.

Reliability? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#3-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

 

There is nothing more important to both you and this company as our customers; because without them, there is no business.  Our customers spend a lot of money each year to make sure their facility is cleaned to the specifications we promised. So when they have a concern or request, they expect us to resolve things quickly and efficiently, and to do it with courtesy and respect. Consider this quote from Sam Walton, Founder of Wal-Mart:

“There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind – pleasing the customer.”

Employee Signature____________________________________Date_____

 

 

 

MEETING AGENDA

2/13/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section F of the quality guidelines.

   

 SAFETY: Section 14: Transport Information

This section is intended for those responsible for shipping the material. If there are special precautions necessary during shipment, they will be provided. For example, some products may be sensitive to shock or sensitive to high temperatures.

Policy Suspension: A two or three day suspension may be justified when circumstances reasonably require an investigation of a serious incident in which the employee was allegedly involved. A suspension may also be warranted when employee safety, welfare, or morale may be adversely affected if a suspension is not imposed. In addition, and with prior approval, suspension without pay for up to three consecutive working days may be imposed for such proven misconduct as intentional violation of safety rules, fighting or drinking on the job. These examples do not limit management’s use of suspension in other appropriate circumstances, such as the need to investigate a serious incident. In implementing a suspension, a written counseling report should set forth the circumstances justifying the suspension. Such a report will become part of the employee’s personnel file.
 

Situation:  Customer complains that documents on their desk were soiled by cleaning solution.

Response: I’m so sorry; I did clean the desktop and thought it was dry before setting the documents back down. Can the documents be re-printed or copied? I will be extra careful to make sure this never happens again.

Action steps:

Step 1 – Apologize sincerely.

Step 2 – Ask if it’s possible to reprint or copy the documents and be sure to let them know this will never happen again.

Consistency? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#2-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

How to handle difficult customers

If you have a difficult customer, the first thing to keep in mind is that you need to remain calm. Listen carefully and let the customer talk. The three most important things to remember when dealing with difficult customers is:

  1. Do not get defensive
  2. Do not take it personally
  3. Do not blame others

The customer is upset with the situation, not necessarily with you, so it is your job to be empathetic to their situation and find out what they want.

After listening to the customer and learning more about what they want, take responsibility for what you can do and discuss the options. If you need to get a supervisor involved, do it right away and explain the next steps to the customer so they know you are working on a resolution right now. After contacting your supervisor, follow up with the customer to let them know what will happen next. When customers feel you have made them a priority and that you care about quick resolution, they are much more likely to remain a satisfied customer.

Here are the basic steps to handling a difficult customer:

  1. Listen. It is of primary importance to listen and let the customer talk. Be patient and use body language that shows you are attentive. Use phrases like, “Please tell me what happened” to encourage venting and “Yes, I see” to show you’re listening.
  2. Let them know you are sorry and do it sincerely. Instead of saying, “Sorry about that…”, say it in a way that sounds like you really mean it – “I’m so sorry that happened.”  Notice how just a slight change in verbiage can make it sound more sincere, instead of flippant?  Here are some variations you can use:
    1. I’m very sorry for this mistake/problem.
    2. I’m so sorry for the inconvenience this has caused you.
    3. I can imagine how frustrated you are.
  3. Never argue and do not interrupt. This will only make the situation worse, especially if the customer is angry. Let him speak before you try to discuss what happened. Instead stay objective and say, “I understand why you would feel that way.”
  4. Do not lose your self-control. If you stay calm and relaxed the customer will calm down. Use phrases like, “I believe we can resolve this.”
  5. Stick to the facts. Listen carefully and write down notes if you can. Review the facts as you understand them after the customer is finished talking.  By repeating the situation as you understand it, you can clear up any misunderstandings that will delay a positive outcome.
  6. Acknowledge the problem and take responsibility.  If you can suggest a solution, do it. If not, tell the customer what actions you will take and what actions will follow. Never make the mistake of promising something you are not able to do. Take responsibility by saying, “I will make sure the problem is resolved.”
  7. Involve the customer in solving the problem. Suggest to the customer alternative solutions, if you can. For example, “Another way we can resolve the situation is…” Customers appreciate being able to choose the solution that works best for them. Or ask them, “How would you like to see this resolved?” When you see you’re close to a resolution, say something like, “This is what I propose to do…”
  8. Follow-up.  Make sure that whatever solution was decided upon actually happened. If you do not do what was promised or pass the problem off to someone else and that person dropped the ball, the problem will become worse. Either the customer will come back more upset than before, or they won’t bother coming back and will take their business elsewhere.

 

Employee Signature____________________________________Date_____

 

 

MEETING AGENDA

2/6/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section E of the quality guidelines.

   

 SAFETY: Section 13: Disposal Considerations

This section of the SDS is intended mainly for environmental professionals. There are currently no specific OSHA requirements in this section. The SDS does not usually contain all the steps and precautions necessary for adequate hazardous waste disposal. The SDS also does not give the federal, provincial, or local regulations that must be followed. The appropriate authorities for your area should be contacted for this information.

 

Policy Probation: If the problem has not been resolved through written counseling, and/or the circumstances warrant it, the individual should be placed on probation. Probation is a serious action in which the employee is advised that termination will occur if improvement in performance or conduct is not achieved within the probationary period.

 

The employee’s Team Leader/manager, after review of the employee’s corrective counseling documentation, will determine the length of probation. Typically, the probation period should be at least two weeks and no longer than 60 days, depending on the circumstances. The Team Leader/manager prepares a written probationary notice to the employee. The notice should include a statement of the following:

 

  1. The specific unsatisfactory situation.
  2. A review of oral and written warnings.
  3. The length of probation.
  4. The specific behavior modification or acceptable level of performance.
  5. Suggestions for improvement.
  6. A scheduled counseling session or sessions during the probationary period.
  7. A statement that further action, including termination may result if defined improvement or behavior modification does not result during probation. “Further action” may include, but is not limited to reassignment, reduction in pay, pay grade or demotion.

 

The Team Leader/manager should personally meet with the employee to discuss the probationary letter and answer any questions. The employee should acknowledge receipt by signing the notice. If the employee should refuse to sign, the Team Leader/manager may sign attesting that it was delivered to the employee and identifying the date of delivery. The probationary letter becomes part of the employee’s personnel file.

 

On the defined probation counseling date or dates, the employee and Team Leader/manager will meet to review the employee’s progress in correcting the problem which led to the probation. Brief written summaries of these meetings should be prepared. Should probation be completed successfully, the employee should be commended, though cautioned that any future recurrence may result in further disciplinary action and/or termination.

 

Situation:  Customer complains that a door was left unlocked.

Response: I’m so sorry; I know how important it is for the office to be secure. I will double check the door each time I clean from here on out.

Action steps:

Step 1 –Apologize sincerely.

Step 2 – Let the customer know that you understand how important security is and that you will double check the door each time you clean from now on.

 

Healthy Cleaning? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#1-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

When a customer approaches you or calls for help, greet them warmly and say “How can I help you?” Use a warm tone of voice, show empathy if they have a complaint, and above all, remain calm. If you are not able to help, don’t simply walk away without getting specific information about their request. It’s up to you to get them the help they need, and if you don’t know how to help them, then you need to make sure you connect them to the right person, and to do it immediately.

 

Wrong Approach

Proactive, Friendly Approach

 

“I don’t know”

 

 

“I’ll find out”

 

“That’s not my job”

 

 

“Let me find the right person who can help you with…”

 

 

“No, I can’t do that”

 

 

“What I can do is…”

 

“You’re right, that’s pretty bad”

 

 

“I understand your frustrations”

 

“You want it done by when?”

 

 

“I’ll try my best”

 

“That’s not my fault”

 

 

“Let’s see what we can do about this”

 

“I’m busy right now”

 

 

“I’ll be with you in just a moment”

 

“Can you call back?”

 

 

“I will call you back. Let me get your phone number”

 

Employee Signature____________________________________Date_____

 

 MEETING AGENDA

1/30/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section D of the quality guidelines. One of our staff members is recovering from an illness. Please keep him in your prayers and please sign his card.

   

 SAFETY: Section 12: Ecological Information

Ecological information is not specifically required under OSHA. Data in this section is useful in evaluating the impact of the material if it is released to the environment – for example, the toxicity to fish, birds, plants and microorganisms

Policy Written Counseling: If the unacceptable performance or behavior continues, the next step should be a written warning. Also, circumstances such as a violation of a widely known policy or safety requirement may justify a written warning without first using verbal counseling. The written warning defines the problem and how it may be corrected. The seriousness of the problem is again emphasized, and the written warning shall indicate that probation or termination or both may result if improvement is not observed. Written counseling becomes part of the employee’s personnel file.
Situation:  Customer complains that cleaning supplies were left out in the office last night.

Response: I’m so sorry, thanks for bringing that to my attention.  I’ll make sure to double check that all supplies are returned to the janitor closet before I leave every night.

Action steps:

Step 1 – Apologize sincerely and thank them for bringing it to your attention.

Step 2 – Make sure you double check at the end of every shift that all supplies are returned to the janitor closet before you leave.

Consistency? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#4-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

What if they ask a question or ask for your help?

If a customer asks for your help, has a complaint, or requests a service that is not part of your normal routine, what should you do? Before we answer that question, here is what you should NOT do.

Employee Signature____________________________________Date_____

 

MEETING AGENDA

1/23/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section C of the quality guidelines. One of our staff members is recovering from an illness. Please keep him in your prayers and please sign his card.

   

 SAFETY: Section 11: Toxicology Information

Health hazard data should be the combined estimate of the hazard of the total product. This might be stated as time weighted average concentration or permissible exposure limit. Routes of exposure list common effects of exposure to the chemical. Chronic and acute effects should be listed as well as toxicity to animals. 

 

Policy Verbal Counseling: As the first step in correcting unacceptable performance or behavior, the Team Leader/manager should review pertinent job requirements with the employee to ensure his/her understanding of them. The Team Leader/manager should consider the severity of the problem, the employee’s previous performance appraisals and all of the circumstances surrounding the particular case. If the problem continues, the second step is to define the problem in more specific terms and work with the employee to identify the requirements for performance improvement or change of conduct. The seriousness of the performance or misconduct should be indicated by stating that a written warning, probation or possible termination could result if the problem is not resolved. The employee should be asked to review what has been discussed to ensure his/her understanding of the seriousness of the problem and corrective action necessary. Immediately after the second step in verbal counseling, the Team Leader/manager should document the verbal counseling for future reference.
 

Situation:  A customer complains that there are no hand towels in the restroom.

Response: I’m so sorry; I know it’s frustrating when there are no hand towels! Let me take care of that right away for you.

Action steps:

Step 1 – Apologize sincerely and let them know you understand how frustrating it is when supplies run out.

Step 2 –Fill the hand towels immediately.

Healthy cleaning? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#3-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

 

In order to provide exceptional customer service, employees need the following basic skills:

We want our customers to feel at ease when we clean their work place. There are several things we can do to create this type of environment when we are cleaning their space. First, acknowledge a person as soon as they appear, even if you are busy. All you have to do is make eye contact, smile, and say hello. Always be polite and courteous in their presence.

Signature:_______________________________

 

 MEETING AGENDA

1/16/17

 

1.     Old business?

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section B of the quality guidelines.

   

 SAFETY: Section 10: Stability and Reactivity

This section indicates how stable the material is and describes any conditions under which it is unstable or can react dangerously. Unstable materials may break down (decompose) and cause fires or explosions or cause the formation of new chemicals, which have different hazards.

Policy Corrective Counseling: Corrective counseling may be initiated when Advantage Cleaning Services Inc believes that an employee’s performance problem can and will be resolved through adequate counseling. Corrective counseling is completely at the discretion of company management. The company desires to protect its investment of time and expense devoted to employee orientation and training whenever that goal is in the company’s best interests.

 

           It is essential that all disciplinary action be adequately and appropriately

           supported by written documentation to protect both the rights of the

           company and the rights of the employee.

 

           The Team Leader/manager will determine the course of action best

           suited to the circumstances. The steps in corrective counseling

           and performance improvement are as follows:

Situation:  A person wants you to let them into the office because they don’t have their key.

Response: I’m so sorry you forgot your key. Unfortunately, I can’t let you in because of our company policy regarding security. Perhaps there is another employee that works in the building you could call to help you gain access.

Action steps:

Step 1 –Say you’re sorry they forgot their key.

Step 2 – Explain that due to security reasons you are unable to let them into the building. Offer a suggestion for getting in by calling a fellow employee.

 

Reliable? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#2-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

What Exceptional Customer Service Should Look Like at Our Company

 

By identifying the elements of service that are important for our company, we will be able to turn those elements into specific workable steps.

 

Elements of service that are important to our company:

Answering the phone by the 3rd ring.
When a phone rings and you are able to answer it, answer it within 3 rings. We don’t want a customer to wait to speak to a live person. This shows we are ready and well equipped to answer the phone.

 

Resolving any complaint in a prompt manner.
When confronted with a complaint get all the facts, and take care of the problem promptly. Then explain the process we will take to ensure it doesn’t happen again. 

 

Being polite. For example:
If you don’t know the customer’s name always refer to them as sir or ma’am.

Always use phrases like “thank you”, “you’re welcome”, “how can I be of assistance?” and “I’m happy to do that for you” when talking with customers.

Hold a door open for a customer if the opportunity arises.

 

Smiling when you encounter a customer.
When encountering a customer look at them and smile.

Smiling tells the customer that you are friendly, it shows your positive attitude, and in most cases they will smile back at you. When you smile more, you will carry an aura and poise that will draw people to you.

 

Calling customers by their name.
Everyone likes to hear their name and our customers are no different. When people hear their name it makes them feel wanted, needed, or just visible in the world.

 

Completing the cleaning task to your best ability.
Completing a cleaning task to your best ability shows you are a professional cleaner. It shows you have been trained and are knowledgeable about what you are doing.  It shows you have the best interest of the customer in mind. When customers have confidence that you are a professional, they are more likely to approach you for service because they know you’ll do the right thing.

 

Providing the level of service we promised.
Providing the level of service we promised shows the customer that they are dealing with an ethical company. Always under promise and over deliver.

 

Offer assistance whenever possible.
Offer your assistance to the customer even when it is not cleaning related.

 

Making the customer feel as if they would never be able to receive exceptional service from any other cleaning company.
Remember this quote from Maya Angelou whenever providing customer service:
"People will forget what you said, people will forget what you did, but people will never forget how you made them feel."

 

Employee Signature____________________________________Date_____

 MEETING AGENDA

1/9/17

 

1.     Old business? A copy of the employee EEB and five for five list are posted on  or in the cabinet.

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section A of the quality guidelines.

   

 SAFETY: Section: 9 – Physical and Chemical Properties

This section includes the chemical’s characteristics. Common parameters like color and appearance will help identify the product and bring attention to a chemical that may be decomposing. Boiling point, vapor density, and evaporation rate will indicate how easily the chemical may become an inhalation exposure. Odor then becomes a detection method for this exposure.

Policy RULES OF CONDUCT

It is management’s belief that reasonable work rules are necessary to maintain an organized work setting, and to insure the efficient operation of our business.

 

The work rules listed below are intended to serve only as a guide.  We recognize that it is not possible to list or define all of the policy violations that may occur.  Management will consider the circumstances surrounding each individual offense and reserves the right to discharge for any reason at any time.

 

The following are examples of rule violations that may result in disciplinary action:

 

 

Rule violations that may result in immediate discharge without warning include, but are not limited to:

 

Following is an internal customer situation. Internal customers are vendors and co-workers.

Situation:  A customer confronts you and claims that they had an item stolen from their desk.

Response: Oh, I’m very sorry to hear that. Can I get some details of what happened so we can help you get to the bottom of what happened?

Action steps:

Step 1 – Apologize sincerely.

Step 2 – Ask for details of what happened and offer to help figure out what might have happened.

Step 3 – Report the incident to your supervisor immediately.

Consistent? What does it mean to you?

What are the four core values and the three constants?  

Core value Number#1-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

Customer Bill of Rights

We are committed to developing policies and procedures to protect the rights of our customers and ensure that we have your best interests at the forefront of everything we do.

As a customer, you have the right to:

  1. Have service performed as scheduled.
  2. Expect a clean office and building. Simply put, you deserve the best. If we’re not performing to the standards we promised, top level management will respond.
  3. Address any questions you may have with our knowledgeable Customer Service Staff.
  4. Be treated with courtesy and respect from all staff at our company.
  5. Be heard. We commit to making your issues count. You can expect complaints/problems/concerns to be resolved within 24 business hours, whenever possible.
  6. Expect phone calls not to be transferred or left on "hold" unnecessarily.
  7. Be informed. We guarantee to keep you informed about service delays or anything else you need to know regarding the cleaning service.

 

Employee Signature____________________________________Date_____

MEETING AGENDA

1/2/17

 

1.     Old business? A copy of the employee EEB and five for five list are posted on  or in the cabinet.

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section G of the quality guidelines.

   

SafetySection 8 – Exposure Controls/Personal Protection

This section includes appropriate engineering controls and individual protection measures, such as personal protective equipment. It also lists OSHA’s Permissible Exposure Limits (PEL’s) and Threshold Limit Values (TLV’s).

 

 

Policy PROGRESSIVE DISCIPLINE

 

We make every effort to help employees achieve and maintain satisfactory performance.  If it becomes necessary to discipline an employee, management is concerned with salvaging the employment relationship.

 

Discipline may be initiated with an employee for various reasons, including, but not limited to, violations of work rules or unsatisfactory performance.  Decisions regarding appropriate discipline or termination are the sole judgment of management.  Disciplinary action may take the form of verbal warnings, written warnings, suspension or discharge.  The type of discipline imposed generally depends on the circumstances surrounding the violation, the nature of the offense, its effects on operations, and the employee’s work record.

 

Written warnings will be included in the employee’s personnel file.

Following is an internal customer situation. Internal customers are vendors and co-workers.

Situation:  A fellow employee asks you to clock them into the work location.

Response: Sorry, but I can’t do that because it’s against company policy. Did you know that clocking in or out for another employee is grounds for termination? I wouldn’t want you to get fired if you’re not aware of the policy.

Action steps:

Step 1 – Explain the policy to the employee in a polite way. They may not be aware they’re doing something wrong.

Are you responsible for knowing and following company policies and procedures?  Why?       Is “good enough” ever “good enough”?

Healthy - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#4-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

Activity:
How You Feel About Your Customers

 

This activity puts the roles of customer and service provider into perspective.

You are both a customer and service provider at one time or another during your lifetime. During this exercise we want you to think of how you like to be treated as a customer; because when you put yourself in your customer’s shoes, you become a better service provider.

The purpose of this activity is to help you view your customers differently, to motivate and inspire you to feel great about your customers, and change from a self-focused attitude to a customer-focused attitude.

After the activity you will be able to understand your role as a service provider, gauge your attitude toward customers and learn techniques for developing a customer-oriented attitude.

Often, the way you interact with our customers is the same way you interact with everyone in your life.

 

 

 

 

 

 

Answer the following questions True or False

 

Customers want too much service.                                  True          False

 

Customers need to understand my side of the story.          True          False

 

Customers should not expect a fast response.                   True          False

 

Customers complain about insignificant problems.             True          False

 

Placing a customer on hold for 2 minutes is acceptable.      True          False

 

Telling the customer “This happens all the time is okay.      True          False

 

I need some appreciation from customers.                       True          False

 

Someone else should deal with irate customers.                True          False

Employee Signature____________________________________Date_____

 

 

 

 

 MEETING AGENDA

12/26/16

 

1.     Old business? A copy of the employee EEB and five for five list are posted on  or in the cabinet.

2.     Anything new going on in the offices we service? (add on services, etc.)

Go over section F of the quality guidelines.

   

Safety Section 7 –Safe Handling and Storage

This section includes precautions for safe handling and storage of hazardous, unstable substances. Instability or incompatibility of the product to common substances such as water, direct sunlight, metals used in piping or containers, acids, alkalis, etc. should be listed here.

 

Policy Advantage Cleaning Services EQUIPMENT & SUPPLIES

 

All supplies, equipment, and tools are the property of Advantage Cleaning Services.  These products, equipment, and tools are to be used safely in accordance with the directions provided to the employee by their Manager.  NO products, equipment, or tools are authorized to be used anywhere other than on Advantage Cleaning Services job sites.

 

Following is an internal customer situation. Internal customers are vendors and co-workers.

Situation:  You notice an employee has a cell phone on a job site.

Response: Hi Julie, I noticed you brought your cell phone on-site. Did you know that’s against company policy and you could be written up for it? I just don’t want to see you get into any trouble if you weren’t aware of the policy.

Action steps:

Step 1 – Explain the policy to the employee in a polite way. They may not be aware they’re doing something wrong.

Are you responsible for knowing and following company policies and procedures?  Why?       Is “good enough” ever “good enough”?

Reliable - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#3-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

What Can We Do To Make Sure Our Customers Are Satisfied?

Employee Signature____________________________________Date_____

 

 

 

 MEETING AGENDA

12/19/16

 

1.     Old business? A copy of the employee EEB and five for five list are posted on  or in the cabinet.

2.     Anything new going on in the homes and offices we service? (add on services, etc.)

Go over section F of the quality guidelines.

   

Safety Section 6 – Accidental Release Measures

This section includes personal precautions, protective equipment and emergency procedures. It also includes any environmental precautions needed as well as methods and materials for containment and cleaning up.

Policy BREAKAGES

 

We would expect all Advantage Cleaning Services employees to exercise the utmost care in handling our customer’s and Advantage Cleaning Servicess’ property and equipment.  When breakages do occur, our customers expect us to pay for the breakages.  Therefore, in an attempt to promote carefulness, all breakages will be paid by the EEB. EEB will pay 100% value of any property or equipment that is lost/stolen or left behind.

Following is an internal customer situation. Internal customers are vendors and co-workers.

Situation:  You watch an employee take candy from a dish in an office.

Response: Hi John, I noticed you took candy from the dish at the receptionist desk. Did you know that’s against company policy to do that? Our customers put that candy out for their clients and they don’t want the cleaning service eating it. I just don’t want to see you get into any trouble if you weren’t aware of the policy.

Action steps:

Step 1 – Explain the policy to the employee in a polite way. They may not be aware they’re doing something wrong.

Are you responsible for knowing and following company policies and procedures?  Why?       Is “good enough” ever “good enough”?

Consistent - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#2-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

Customers are the reason for the work, not an interruption of work

Have you ever had to wait for service because someone is on the phone or performing a task? It’s frustrating, isn’t it? You are a paying customer and should not be treated as an interruption by the employee who should be serving you. After all, it’s you, the customer who makes their paycheck possible – don’t you deserve exceptional customer service?

Employees often lose sight of the importance of customers, especially when they’re consumed with daily tasks. But you can’t sacrifice customer service for getting your to-do list done.  Our customers’ needs must be the top priority for everyone in the company because without our customers, there is no company!

Employee Signature____________________________________Date_____

 

 

 

 

 MEETING AGENDA

12/12/16

 

1.     Old business?

2.     Anything new going on in the homes and offices we service? (add on services, etc.)

Go over section E of the quality guidelines.

   

Safety Section 5 – Fire Fighting Measures

This section includes suitable extinguishing techniques; suitable extinguishing equipment; any chemical hazards arising from the chemical and protective precautions for fire fighters.

 

 

Policy UNIFORMS AND DRESS CODE

It is mandatory that the employee be neat, clean, and in company uniform.  Employees not wearing uniforms during working hours, will be subject to disciplinary action.

 

All employees averaging more than three weekly work days are supplied with 3 shirts, or smocks (if applicable). All employees averaging three weekly work days are supplied with 2 shirts, or smocks (if applicable). All employees averaging less than three weekly work days are supplied with 1 shirt, or smock (if applicable). If you need to renew any items you should contact your Manager.

 

Safety clothing and equipment that are issued must be worn.

 

All uniforms are returnable when you leave our employ.  Failure to return all uniforms will result in a deduction of $75.00 from your last paycheck.

 

Long khaki pants must be worn at all times except during the summer months, when khaki walking shorts that reach the knees are permitted. Summer Months begin on May 15th and end on September 15th.

 

Tennis shoes or flat soled black/brown work shoes are mandatory.  No high heeled shoes, open toed or sandals are allowed.  Socks must be worn at all times.

 

The customer at the job site can override this uniform policy by what their safety and job site requirements are.

 

Following is an internal customer situation. Internal customers are vendors and co-workers.

Situation:  A fellow employee takes an item out of the trash and puts it in their car.

Response: Hi Susan, I noticed you took something out of the trash and put it in your car. Did you know that we shouldn’t take things out of the trash? It’s against company policy and you could be written up for it. I just don’t want to see you get into any trouble if you weren’t aware of the policy.

Action steps:

Step 1 – Explain the policy to the employee in a polite way. They may not be aware they’re doing something wrong.

Are you responsible for knowing and following company policies and procedures?  Why?       Is “good enough” ever “good enough”?

Healthy - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#1-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

What Do Customers Really Want?

Employee Signature____________________________________Date_____

 

 

 

 

*************************************************************************************************************************************************************************************************************************************************************

12/05/16

 

1.     Old business?

2.     Anything new going on in the homes and offices we service? (add on services, etc.)  Customer Factor must be logged in on time and consistently. Use the new log correction form Larado and Jenn will help you with how to fill them out.  An example will be provided. Without proper payroll info we will not be able to pay you until it is accurate. NYS Law requires it. We appreciate any help you can give to make it perfect.  It benefits us all.

Go over section D of the quality guidelines.

    Go through next two week schedule (day by day)

Safety Section 4 – First Aid Measures

This section includes the different routes of exposure such as:

Policy TRAINING

Doing your job is vital to the growth of Advantage Cleaning Services as well as your own opportunities for career growth.  Many different methods of learning your job responsibilities are available through orientation, seminars, DVD films, trade magazines, company newsletters and company manuals to help expand your knowledge for future career opportunities.  A schedule of upcoming seminars is published in the Company newsletter.

 Following is an internal customer situation. Internal customers are vendors and co-workers.

Situation:  A new employee was hired and you meet them for the first time.

Response : Hi, my name is Joe Smith. Welcome aboard! It’s always good to see new faces around here. Let me know if you ever have any questions, I’m glad to help.

Action steps:

Step 1 – Smile and make eye contact

Step 2 – Introduce yourself and make the new employee feel welcome. Remember how it feels to be the “new guy/girl” on the job.

 

Are you responsible for knowing and following company policies and procedures?  Why?       Is “good enough” ever “good enough”?

Reliable - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#4-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???    How do we accomplish this???

How to Provide Exceptional Customer Service

More reasons customer service is so important:

  1. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back. – 1st Financial Training services
  2. One unhappy customer will tell 9 to 15 people about their experience.
  3. 70% of buying experiences are based on how the customer feels they are being treated. – McKinsey
  4. It takes 12 positive experiences to make up for one unresolved negative experience. – “Undertanding Customers”  by Ruby Newell-Legner

    Employee Signature____________________________________Date_____

 

 

 

 

 

 MEETING AGENDA

10/10/16

 

1.     Old business?

2.     Anything new going on in the homes and offices we service? (add on services, etc.)  Welcome Katherine to the team.  Do you have any questions relating to customer factor?

Go over section D of the quality guidelines.

    Go through next two week schedule (day by day)

Safety: Electrical Safety

•   Inspect electrical cords to vacuum cleaners and other electrical equipment before plugging them into outlets.

•   Look for frayed cord casings and exposed wiring.

•   Make sure all three prongs on the plug are not bent or missing.

•   Report overloaded electric outlets to your supervisor.

•   If an electrical cord is damaged, don't use the equipment. Tell your supervisor.

•   Never remove a plug from an outlet by jerking the wire from any distance. Always pull the plug out with your hand.

•   Never run over vacuum or equipment cords.

•   Never operate electrical equipment on wet floors or carpets unless the equipment is designed for operation on wet surfaces.

•   Do not leave equipment unattended with the power on and the plug in an electrical outlet.

•   Never stretch an electrical cord to its limit when operating equipment. Turn off the machine, remove the plug, and find an outlet closer to your work area.

•   Areas around the electrical equipment such as circuit breaker panels should be kept free from stored items, debris and any liquids or materials that would cause slippery floors or obstruct access to equipment for maintenance or emergencies.

Policy Defining Absenteeism

Excused – Any time an employee requests time off by giving a four-week notice, approved by management, is considered an excused absence and must not exceed 3 days within one calendar year.

 

Unexcused – Any employee absence that has not been requested and approved with a four week notice. Unexcused absences greater than one per calendar year will be considered a major violation.

  1. Situation:  Customer walks into the break room while you are cleaning it:
  2. Response: Smile and say hello.
  3. Action steps:
  4. Step 1 – Smile and greet the customer.
  5. Step 2 – If you need to, warn them of any hazards such as a wet floor or counter.

Are you responsible for knowing and following company policies and procedures?  Why?       Is “good enough” ever “good enough”?

Healthy Cleaning - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#4-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???

How do we accomplish this???

What Exceptional Customer Service Should Look Like at Our Company

What if they ask a question or ask for your help?

Wrong Approach

Proactive, Friendly Approach

 

“I don’t know”

 

 

“I’ll find out”

 

“That’s not my job”

 

 

“Let me find the right person who can help you with…”

 

 

“No, I can’t do that”

 

 

“What I can do is…”

 

“You’re right, that’s pretty bad”

 

 

“I understand your frustrations”

 

“You want it done by when?”

 

 

“I’ll try my best”

 

“That’s not my fault”

 

 

“Let’s see what we can do about this”

 

“I’m busy right now”

 

 

“I’ll be with you in just a moment”

 

“Can you call back?”

 

 

“I will call you back. Let me get your phone number”

 

 

Employee Signature____________________________________Date_____

 

 

 

 

 MEETING AGENDA

10/03/16

 

1.     Old business?

2.     Anything new going on in the homes and offices we service? (add on services, etc.)  Welcome Paul to the team.  Do you have any questions relating to customer factor?

Go over section C of the quality guidelines.

    Go through next two week schedule (day by day)

Safety: Ladder and Foot Stool Safety

Policy ATTENDANCE AND ABSENTEEISM

 

In order to give the best possible service to Advantage Cleaning Services customers, it is important for all employees to arrive at work regularly and to be on time.  We realize that emergencies such as sickness, death in the family, accidents, etc., do occur.  If such an emergency arises, you must call in at least 5 hours prior to the start of your shift.  Communication between employees, supervisors, and managers after 5:00 p.m. is done primarily through the use of cell phones.  When using the cell phone system, enter your phone number from where you are calling and your call will be returned.  If your call is not returned within 15 minutes, please call again. Calls should follow this order your supervisor, production supervisor, CEO or President. While we recognize that there are circumstances that may cause an employee to be absent from work, absences must be kept to a minimum in order to provide our customers with steady, quality service. Therefore, management retains the right to deny authorization of any requested absence, the right to investigate any absence, and the right to take disciplinary measures up to and including dismissal for excessive absence. These absentee policies have been developed to ensure that all employees are treated in an equitable manner and that company production will not suffer because of absenteeism. Frequent absence causes hardship for others and cannot be tolerated. These policies apply to all employees.

  1. Situation:  A person working in the office you clean is walking towards you as you walk down the hallway.
  2. Response: Smile and say hello.
  3. Action steps:
  4. Step 1 – Make eye contact
  5. Step 2 - Smile
  6. Step 3 – Greet the customer and use their name if you know it.

 Are you responsible for knowing and following company policies and procedures?  Why?       Is “good enough” ever “good enough”?

Reliability - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#3-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???

How do we accomplish this???

What Exceptional Customer Service Should Look Like at Our Company

What if they ask a question or ask for your help?

If a customer asks for your help, has a complaint, or requests a service that is not part of your normal routine, what should you do? Before we answer that question, here is what you should NOT do.

 

 MEETING AGENDA

9/19/16

 

1.     Old business?

2.     Anything new going on in the homes and offices we service? (add on services, etc.)  Congrats to Dave on earning August 16’ Employee of the Month

Go over section B of the quality guidelines. New pay stub retrieval policy to begin 9/26/16.  Small training to take place then.

   

Safety: Winter Safety

Prevent outdoor slips and falls in winter weather:

  1. Walking on snow or ice can be treacherous, so wearing proper footwear is essential. A pair of boots with rubber treads is a must.
  2. Take short steps and walk at a slower pace on the icy or snow-covered walkways.
  3. Be aware that approaching vehicles may not be able to stop on icy or snow-covered roads.

During the daytime wear sunglasses. They deflect the glare from snow and sun.

Policy Conflicts of Interest:

No employee of Advantage Cleaning Services Inc shall engage in the same or similar line of business as that carried on by Advantage Cleaning Services Inc without the knowledge and approval of the owners or management. An employee shall not have a financial interest in a company that is a competitor of or supplier to Advantage Cleaning Services Inc. Financial interests held by immediate family members in such companies are to be disclosed to Advantage Cleaning Services Inc so that a determination can be made as to whether a conflict exists. Members of the employee’s immediate family include spouse, children, and any other relative sharing the same home as the employee.

Situation:  Customer complains about running a vacuum cleaner while they are on the phone.

Response: I’m sorry!  I will pay more attention next time and turn the vacuum off or shut your office door so I don’t disturb you.

Action steps:

Step 1 – Turn the vacuum cleaner off and quietly mouth the words, “I’m sorry!”.

Step 2 – Come back later to do the vacuuming.  When you come back say, “I will pay more attention next time and turn the vacuum off or shut your office door so I don’t disturb you.” 

Are you responsible for knowing and following company policies and procedures?  Why?       Is “good enough” ever “good enough”?

Reliability - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#2-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???

How do we accomplish this???

What Exceptional Customer Service Should Look Like at Our Company

In order to provide exceptional customer service, employees need the following basic skills:

We want our customers to feel at ease when we clean their work place. There are several things we can do to create this type of environment when we are cleaning their space. First, acknowledge a person as soon as they appear, even if you are busy. All you have to do is make eye contact, smile, and say hello. Always be polite and courteous in their presence.

Employee Signature____________________________________Date_____

 

 

 

 

 MEETING AGENDA

9/12/16

 

1.     Old business?

2.     Anything new going on in the homes and offices we service? (add on services, etc.)  Congrats to Dave and Samantha for some great reviews……..Also, Congrats to Samantha on her new marriage…Yayy!!!!!!!

Go over section 1 of the quality guidelines.

   

Safety:

Slips, Trips and Falls

Policy: Cell Phones:

Cell phones may be given to supervisors/managers to use so that management can reach the employees when needed. These cell phones are not for personal use by the employee and his or her family. Should the cell phone become lost or stolen it must be reported to management immediately. As noted above, cell phones are not to be used while driving.

 

Personal Cell Phone/Phone use: Receiving or making personal phone calls/texting/messaging during working hours is not allowed. Personal cell phones must be left in vehicles during working hours, even while working in the office or a site office. Employees should give phone numbers of team leader/manager to family members for any emergency calls. Personal cell phones are not to be used during working hours unless employee is on scheduled break.

Situation:  Customer gives you a compliment for the good job you do.

Response: Thank you very much for the kind words. It’s important to me that you have a clean office to come into every day. 

Action steps:

Step 1 – Smile and thank them sincerely.

Are you responsible for knowing and following company policies and procedures?  Why?       Is “good enough” ever “good enough”?

Consistency - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#1-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???

How do we accomplish this???

What Exceptional Customer Service Should Look Like at Our Company

By identifying the elements of service that are important for our company, we will be able to turn those elements into specific workable steps.

Elements of service that are important to our company:

Answering the phone by the 3rd ring.
When a phone rings and you are able to answer it, answer it within 3 rings. We don’t want a customer to wait to speak to a live person. This shows we are ready and well equipped to answer the phone.

Resolving any complaint in a prompt manner.
When confronted with a complaint get all the facts, and take care of the problem promptly. Then explain the process we will take to ensure it doesn’t happen again. 

Being polite. For example:
If you don’t know the customer’s name always refer to them as sir or ma’am.

Always use phrases like “thank you”, “you’re welcome”, “how can I be of assistance?” and “I’m happy to do that for you” when talking with customers.

Hold a door open for a customer if the opportunity arises.

Smiling when you encounter a customer.
When encountering a customer look at them and smile.

Smiling tells the customer that you are friendly, it shows your positive attitude, and in most cases they will smile back at you. When you smile more, you will carry an aura and poise that will draw people to you.

Calling customers by their name.
Everyone likes to hear their name and our customers are no different. When people hear their name it makes them feel wanted, needed, or just visible in the world.

Completing the cleaning task to your best ability.
Completing a cleaning task to your best ability shows you are a professional cleaner. It shows you have been trained and are knowledgeable about what you are doing.  It shows you have the best interest of the customer in mind. When customers have confidence that you are a professional, they are more likely to approach you for service because they know you’ll do the right thing.

Providing the level of service we promised.
Providing the level of service we promised shows the customer that they are dealing with an ethical company. Always under promise and over deliver.

Offer assistance whenever possible.
Offer your assistance to the customer even when it is not cleaning related.

Making the customer feel as if they would never be able to receive exceptional service from any other cleaning company.
Remember this quote from Maya Angelou whenever providing customer service:
"People will forget what you said, people will forget what you did, but people will never forget how you made them feel."

Employee signature____________________________________Date_____

 

 

 

MEETING AGENDA

9/6/16

 

1.     Old business?

2.     Anything new going on in the homes and offices we service? (add on services, etc.)  

Go over section 7 of the quality guidelines.

   

Safety: Workplace Hazards

There are many kinds of workplace hazards; they are divided into three categories – Physical, Chemical and Biological

               Physical

Physical hazards are due to a transfer of energy between an object and a worker, such as falling from a height or a burn from a hot oven.

Chemical

Chemical hazards are due to direct contact with chemicals such as cleaners, pesticides, and fertilizers.

 

Biological

Biological hazards are due to contact with living organisms or their by-products such as molds, bacteria, HIV, or grain dust.

 

 

It is important for all workers to be aware of potential hazards when they enter a workplace. This is because hazards may cause both temporary and permanent injuries and illnesses.

Some hazards will create an injury or illness right away. Other hazards may not cause an injury or illness until much later in life. For this reason, workers should take all hazards seriously; even if they do not experience problems right away.

 Policy: Suggestions: Advantage Cleaning Services Inc welcomes suggestions

        from employees and Team Leaders. If you have a suggestion                                                                              

        for a more productive way to do your job that will save

        time and/or money, or if you have any other suggestion

        that may save time or money, let your team leader or

        manager know.

       Grievances: Employees who have a grievance should first talk to

        their team leader/supervisor. If that is not possible, or if the grievance

        has to do with the team leader/supervisor, the employee should then

        talk with management.

Situation:  Customer complains that dusting needs to be better.

Response : Can you show me the area that needs more attention? (listen to their response and see if it’s just one area or if it seems to be an ongoing problem). Let me call my supervisor and see if we can change the rotation or frequency of dusting in this area.

Action steps:

Step 1 – Smile and ask if there is an area that needs more attention.

Step 2 – Listen to their response to see if it’s just one area or if it seems to be an ongoing problem.

Step 3 – Contact your supervisor to see if adjustments need to be made to the dusting schedule.

Are you responsible for knowing and following company policies and procedures?  Why?       Is “good enough” ever “good enough”?

Healthy Cleaning - What does it mean to you?

What are the four core values and the three constants?  

Core value Number#4-What does it mean to you?

Customer Relations- What is it???

Mission Statement: What is it???

How do we accomplish this???

How to Provide Exceptional Customer Service

Customer Bill of Rights

We are committed to developing policies and procedures to protect the rights of our customers and ensure that we have your best interests at the forefront of everything we do.

As a customer, you have the right to:

  1. Have service performed as scheduled.
  2. Expect a clean office and building. Simply put, you deserve the best. If we’re not performing to the standards we promised, top level management will respond.
  3. Address any questions you may have with our knowledgeable Customer Service Staff.
  4. Be treated with courtesy and respect from all staff at our company.
  5. Be heard. We commit to making your issues count. You can expect complaints/problems/concerns to be resolved within 24 business hours, whenever possible.
  6. Expect phone calls not to be transferred or left on "hold" unnecessarily.
  7. Be informed. We guarantee to keep you informed about service delays or anything else you need to know regarding the cleaning service.

Employee signature____________________________________Date_____