In continuation to this post highlighting how we train your domestic housekeeping staff, would love to highlight one of our successful projects, in a wonderfully sleepy city of Ahmedabad (Gujarat). We were honored to have been invited by one of the most influential families in the city, to work with their domestic staff of 12, to empower them to deliver better cleanups.
The goal is to understand the eco system and meet all stakeholders. We discuss customer preferences and their concerns, because many issues often boil down to an expectation mismatch and communication gaps. On understanding their perspective, we have a long round of discussion with the field teams and the property manager. This helps us resolve issues faster. It is not about finding faults and training the teams through a constant grind – but simply about listening and communicating which creates a win-win.
The key areas of assessment have been:
As per the usual observation, while cleaning teams have their theory knowledge intact, they lose out on empathy, presence of mind and communication. Often, they do not understand what is expected of them. On the other hand, customers expect things which seem obvious to them, but they fail to understand that it cannot be obvious to everyone. We work on building this communication & expectations gap.
By mapping the property & having multiple discussions with the field team, we create alternate schedules (with built in flexibility), checklists and guidelines. These are followed by the team, feedback is sought and suggestions are implemented; while keeping the customer in the loop.
We (along with our dear customer, of course) were delighted with the results! Right from tucked in shirts to belts, from shoes to a shy smile, from clean shaven faces to proper etiquette while moving around the property – the domestic housekeeping staff had undergone a transformation! This – within 2 weeks – while it being a 3 month long program. Thus giving us ample room to work on the finer aspects on delivering better cleanups.
Hammer and Mop understands people and the approach towards cleaning up. We know that your domestic housekeeping staff means well and has it’s technical know-how right – else you won’t continue working with them! Our contribution lies in bridging the expectations & communication gap between both of you thus creating a win-win. We are accepting projects pan India and are keen to work with you to ensure that having your own staff is a hassle free process :)