This is really hard work and not to different from what most of us face day to day in our companies. Cleaning involves a lot of science, customer service skills, and some art all mixed into one. Trying to train someone on this is both one of the most critical things we do and the hardest. Generally we do not get people that did well in school as employees so trying to do a traditional class room experience followed by 160 question like we are doing is a challenge. We need to make sure we address needs of adult learners and different learning styles.
2. Acid strength is measured on the pH scale and different cleaning products contain acids of different strengths but this can be determined by reading the MSDS sheets.
3. The only 100% sure way to fix this problem is probably to diamond grind and polish the marble, a very expensive proposition.
4. Anything we tell a client up front is an education. Anything after the fact is an excuse.
So that sounds all good but for this to work I need my cleaner to understand how to identify the tile in the shower as well as the soap scum that is causing the white film. She needs to understand how to remove soap scum and that the solution to soap scum causes damage to the tile. She needs to know the pH of cleaners and understand how to rank them in order of strength. Finally she has to be able to communicate all of this to her client. This is a really big challenge and this is just for one example. We need to cover every surface and material in the home. This is why it is so hard to be a truly great home cleaning company. This is an incredible amount of training we need to provide and at the same time we are under huge pressure to keep our prices as low as possible because the perception is “anyone can clean a home.”
This is both our challenge and our opportunity with the HCT program. By teaming up with The Clean Trust we can educate consumers on how important it is to find a trained cleaner for their homes and we have given them a means to find one through the certification program. However the challenge is actually delivering the training in 2 days in such a way that they can pass 160 question test and then take and use that knowledge in their day to day work. I am very excited about this work because if we can make it work it is a true game changer for our industry. In addition, everything I am learning on how to teach these classes I am applying back to my own training programs. I wish I had all the answers on this one but I do not yet. All I can do is promise we are working very hard to figure it out.