Scheduling Overview

Purpose of document 

To set clear guidelines on scheduling. Outline goals and metrics for scheduling technicians and provide a quick sheet for all things scheduling.

Tools

Software used for scheduling: MaidCentral

Websites used for scheduling: Google

Scheduling email: scheduling@twosistersmaidtoclean.com

Additional Tools: City Maps

How often should scheduling be performed?

Scheduling should be performed daily. Keep the Master Schedule updated in real time. All jobs that are in the not scheduled/ rescheduled/ flex clients should be scheduled throughout the end of the month, no jobs should sit in this column, go out through the end of the month and make sure all jobs are scheduled.

Job Start Times

Job start times are between 8 am-9 am, this will vary on the location of the appointment and client request. Most jobs start at 8 am, some jobs that are in high traffic areas or with longer commutes can start at 8:30 am or 9:00 am. We tell the clients that technicians will be at the first appointment on time, so it is important that they are set up for success with the scheduling time of the first appointment. 

Nashville start times should be no earlier than 8:30 due to the drive time in the area.

Murfreesboro start times on Monday should be at 8:45am.

Nashville start times on Tuesday should be at 9:00am.

Job End Times

All jobs should end by 5 pm, so they should be scheduled strategically to allow the tech to be off of work by 5 pm. We do understand from time to time the job will run over, but that should be an exception and not the normal (always alert the Operations Manager).

Monthly Scheduling 

We do not accept monthly clients on Thursdays and Fridays. All new clients will have a choice of Monday or Tuesday being their regular cleaning day.

Days of Operation

• We are closed on weekends, but we occasionally work on weekends, the Office Manager will let you know when this is the case. 
• We are closed for most federal holidays, check with the office manager if you are unsure of closures, in the case of a closed day, make sure the day is set to Black Out.

When working on the schedule 

If a technician is not available, there will be a white spot and no availability on their name in the job schedule. 

How to schedule technicians

The daily goal for each technician is 2 houses per day. Only schedule 3 houses per day to technicians who have asked for more work and who have proven to be reliable, have been with the company for at least 30 days, and have good quality/ reviews. If you are unsure of a technician standing, check with the Office Manager.

How to define the routes

The goal is to optimize technicians' routes, Schedule the first clean for the day, further away from technicians' homes and have them work back towards their homes. It would be best to have their routes within 20 miles or less of their home. (note: sometimes this will not be possible if they get added to a home at the last minute)

Replacing technicians when they leave the company 

When a technician leaves the company, their clients should be contacted and then their jobs should be routed to the technician who is closest to that client or if the client is close to their client on that set cleaning date. When you speak with their client, ask them how the service is going, verify existing information, such as the best form of contact, last 4 of credit cards, cleaning day and time, etc. and notate any updates to their account. 

#important- please add the “needs inspection” tag to any job that is first time cleaning, deep cleaning, move in/out or if it got a complaint with a scorecard of 2, 1, 0. I will also send this through email. 

This will help us  quickly identify who needs a quality check and we can schedule someone to do the check ahead of time. 

We can also run reports based on tags, so we can run a report to see who needs to checks to make sure we have resources to get them done.