How Maid For You Is handling the Covid-19 Pandemic
It's Tuesday, the 4th of August and whilst most of Australia did well in 'flattening the curve' a resurgence in cases in Victoria has almost everyone worried that the same may happen in Sydney.
At Maid For You we're taking every precaution to make sure our clients feel safe and secure, whilst their homes are being cleaned to perfection.
When the pandemic first broke out in Australia in early March, we saw cancellations skyrocket.
We lost about 50% of our customer base in a few days and went from full capacity most days to struggling to find work for our cleaning teams.
This meant that unfortunately, there wasn't enough work to go around for everyone and as a result, we had to request a few teams to move to a more part-time role and assist with administrative duties.
Unlike the hoarding of toilet paper, food and other essentials, we didn't experience any 'panic buying' of cleaning services.
We did notice an uptick in end of lease cleaning bookings, but that's to be expected with the way in which COVID-19 has affected the economy.
How our administrative team are handling COVID-19?
Our office and back office staff are now working remotely, I'm working from home most days, although I can and will go into the field if there are any issues.
Our move towards a more flexible working environment has been great for our administration team.
There's less travel time and a healthier work-life balance which is always good for our friends and family.
All of our systems are accessible through a laptop, soft-phone, simple internet connection and a web browser, which allows our teams to be agile, whilst providing support to our contractors and clients like they would if they were working from a high-tech office.
The first few weeks of our staff working in lockdown were difficult to get used to, to say the least.
However, the silver lining of this pandemic has meant that our administration staff are more collaborative and willing to work harder to achieve our mission of providing the very best cleaning services Sydney has to offer.
Without the added phone calls, we've been able to knuckle down and concentrate on creating the best systems for our business.
Whilst the pandemic has been an antithesis to growth for our business, we have discovered opportunities where we thought there may be none.
We have expanded our services through the National Disability Insurance Scheme (NDIS) and have onboarded staff to take care of hiring, processes and maintaining an extremely high customer service level.
I'm extremely proud to note that our administration staff achieved all of their KPIs in the months of March, April, May, June and July.
Our Key Performance Indicators (KPIs) all relate to a percentage of client survey satisfaction, call and email answer time.
We're continuing to improve processes in our administration team during this pandemic with the goal of providing the absolute best customer service to our clients.
As part of our KPIs, we will be keeping close eyes on both state and federal government announcements, and have made a note to continue to inform our customers and contractors of any update as soon as they come in.
How our cleaning teams are handling the pandemic
Being based in Sydney, our fingers are crossed that we've missed the brunt of lockdown restrictions that have been imposed on Victorians.
Unfortunately, due to the pandemic and our loss of a large portion of our regular customer base, it's been an extremely difficult time for our cleaning teams.
We've had to pivot and place them in roles that they're not used to, to make sure that they're still able to earn a similar income to what they were prior to the pandemic.
At Maid For You, systems have been put in place for our frontline staff to bring surety to their and our client's health and safety.
We've made sure all of our cleaning teams are equipped with and are now doing the following.
- Wearing of masks and fresh gloves is mandatory in every house and office we clean.
- If any one of our cleaning teams are feeling unwell, they are not allowed to work. We also have been letting client's who may have come into contact with a team that has symptoms of illness as soon as we're made aware of.
- Sanitizing of doorknobs, light switches and other high touch areas are a mandatory free extra in all of our services.
Fortunately, due to our pivot to providing extensive services for our NDIS clientele, an increase in bond cleans and our regular clients returning, we have started to provide a similar amount of work to our teams as we had done prior to the start of the pandemic.
What we need from you
Our customers are the lifeline of our business that's why since the inception of this company me and my staff have done our best to provide the absolute best services we can, even if it means losing money.
I see customer service, as a form of marketing.
Yes, the customer is always right and if for any reason a customer is unhappy, I always compel my teams to go above and beyond when resolving customers' dissatisfaction.
The COVID-19 pandemic has changed the landscape of the cleaning industry and ultimately our business.
We do have some small requests for our customers. If you're going to be at home during the service, we ask that you at the very least commit to maintaining a one and a half (1.5) meter distance between you and your cleaning teams at all times.
We take sickness very seriously, so, if you're feeling unwell, we have suspended all cancellation fees and you can reschedule your booking anytime.
At Maid For You we hope things will return to normal soon, but rest assured if they don't, we're committed to providing the same excellent service, albeit with a few changes.
If you ever had any concerns, queries, or wanted to speak to me, my door is always open and I'd love to take the time to talk to you.
Wishing you and your family the very best in health, safety and happiness!
Delah is the managing director of Maid For You. With over six years of experience in managing every facet of a cleaning business, he has expertise in man management, customer service, logistics, human resources, scheduling and digital marketing. In his spare time, he enjoys fitness, soccer and tech.