Service Excellence Rating Program
This module focuses on showing you how to engage your employees while increasing the focus on your client quality. Remember to watch the videos in order to fully grasp how to engage your employees in the process. It is important that you have a goal for what you are trying to reach as far as your ratings go. Few people feel motivated to reach the goal of 100% if they believe they must maintain it indefinitely, but a short term goal of reaching 100% with a maintenance plan % added on can work well. You all need to be working toward the same goal rather than you trying to get them to meet your goal. So if they feel motivated to reach a lower goal to start, that is perfectly acceptable. Know where YOU want to go and verbalize that, but work THEIR plan.
This is one of the most difficult types of employee motivation because of the focus you – the owner or manager – must bring to the preparation.
The module is available for instant download and includes
- Why are Service Excellence (SE) Ratings Important? (video)
- Gathering SE Information from Clients (video)
- Posting SE Information for Technicians (video)
- Fan Stats Form (spreadsheet)
- Fan Stats Tracker (spreadsheet)
- SE Email (document)
- SE Lifters (document)
This is the toolkit developed and used by Liz Trotter, founder and owner of American Maid Cleaning in Olympia, WA. Liz is also a charter member of Cleaning for a Reason and a past board member of ARCSI.
This toolkit/module was first released as the October 2014 installment of the HiPEP: High Performance Employee Program subscription.