Lisbeth Calandrino

In today’s business culture, customer experience (CX) and customer service set companies apart from the competition. Years ago, businesses were product- or service-driven; if you had a unique product or service, you won the game. Today, the internet has changed the game radically for all of us businesses owners. You can go online to purchase products and research service offerings. In many instances, the customer knows as much about a product or service as you know. Therefore, customer experience is the key to success. Business owners and managers must understand the customers’ journey to gain their business. In addition, they must have effective leadership skills to ensure that business operations run smoothly, and clients are satisfied. The distinction between customer service and CX is crucial in today's competitive landscape. Customer service typically focuses on resolving issues and "fixing" problems that arise. It's reactive, which means it's measured by how effectively and efficiently your team can address mistakes or complaints. The emphasis is on correcting errors, with success determined by whether the issue is eventually resolved. On the other hand, CX refers to the holistic view of the customer's journey with your brand. It's about ensuring a seamless, enjoyable experience at every touch point, from the first online interaction to the post-purchase phase. CX is proactive, aiming to satisfy customers and prevent issues before they arise. Why is this distinction important? For businesses to thrive, employees must understand that their role is not just to "fix things" but to create positive, frictionless experiences at every stage of the customer's journey. Following this customer experience strategy to become a successful manager—whether for a business or a facility—requires more than technical expertise. It requires leadership and organizational skills, as well as an understanding of customer expectations. It requires the ability to break down tasks so that everyone in the company understands their role. Consider the following tips for training employees to become successful commercial cleaning business managers who meet their customers’ expectations. 1. Determine who has management skills Before you start training employees to take on managerial responsibilities, it's essential to identify those who show leadership potential. Look for employees who demonstrate initiative, can work independently, and have decision-making and problem-solving skills. These individuals should also be able to motivate and support their peers, show attention to detail, and demonstrate loyalty and trustworthiness. Employees who already have experience in the cleaning process and understand customer service will typically have a smoother transition into management. 2. Set up training around customer needs Once you’ve identified potential managers, it’s time to focus on developing your leadership training program. This training should include a clear understanding of the customer experience. Define each step of your customers’ experience and its value. Share them with your staff. When your staff members know “why it matters,” they can work to solidify the customer experience. Always go back to the customers; they are the ones we want to please and the ones who pay the bill. It has little to do with what we think. What are the steps of your customers’ experience? What do they expect from the experience? This knowledge comes from defining the steps involved in the experience, the value of each step, and how they influence the outcome. 3. Follow the new “Golden Rule” of business Treat the customers how they want to be treated, not how you want to be treated. Your standards might not be high enough! 4. Quantify tasks When training facility managers, for instance, instead of saying, “stock enough toilet paper," specify by saying, “three rolls of toilet paper should be stocked.” This preciseness makes the task clear and easy to measure. Instruct employees with specific amounts: “The soap dispenser should be filled to the halfway mark,” or “The dispenser should hold 100ml of soap.” 5. Teach decision making First, identify the problem and what goes into solving it. Encourage managers-in-training to make decisions independently, starting with minor issues and gradually progressing to more complex ones. This will help build confidence and decision-making skills. 6. Educate in conflict resolution Managers must be equipped to handle conflicts within their teams. Training in mediation techniques and maintaining professionalism in challenging situations is crucial for ensuring a harmonious work environment. 7. Prioritize time and project management Teach potential managers to prioritize tasks and manage multiple schedules to ensure cleaning operations run efficiently. You can accomplish this by having managers oversee larger cleaning projects and critique the process. All managers must understand a commercial cleaning business’ financial and operational aspects. 8. Understand operational tasks Comprehending operational tasks such as tracking costs, understanding budgets, and maintaining quality control are key. Managers must ensure that high cleaning standards are consistently met. Teach your managers how to inspect work and addressing staff issues to improve the company’s reputation. 9. Provide hands-on training and mentoring Set up shadowing, a training technique in which employees spend their days with leaders in your organization. These leaders will act as mentors, offering guidance, answering questions, and providing feedback. 10. Set up safety and compliance training In the commercial cleaning industry, ensuring the safety and well-being of staff and clients is paramount. Provide comprehensive safety and compliance training which includes information about health, safety, and environmental regulations such as the U.S. Department of Labor’s Occupational Safety and Health Administration (OSHA) guidelines and U.S. Environmental Protection Agency (EPA) guidelines. 11. Remember, even eagles need a push! Continuous feedback is essential for developing successful managers. Provide regular evaluations on tasks such as following directions and making decisions. Help your managers stay up to date on new techniques so they remain effective and relevant in their roles. Don’t forget to offer praise and provide incentives. Create a point system for accomplishments that allows leaders-in-training to redeem their points for a day off or attendance at a conference. Through mentorship, hands-on training, and continuous feedback, your employees will be well-equipped to transition into management roles and contribute to the continued success of your business.

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Lisbeth Calandrino

Sales and Customer Experience Trainer

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