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Scheduling Golden Rules

Updated

15 Golden Rules of Scheduling 

  1. The ultimate goal is to ensure each Cleaning Tech receives no less than 6.5 JTH/day. For those who have top tier goals, a little more.  Always schedule based on performance and NOT favorites. 
  2. When possible, schedule the clients and cleaners who live closest together. Use master schedule color coding in Maid Central.
  3. Master schedule homes should never be more than 20 drive minutes apart. For reschedules, last minute changes, extra drive time pay should be considered for the Cleaning Tech if it falls outside these timeframes. 
  4. If someone wants on schedule or to make a reschedule, find the closest calendar spot available. For example, always choose next Monday over Tuesday or Wednesday because it gives us more time to fill those later spots. 
  5. Always reschedule first vs. skip and be mindful of keys when rescheduling. Be sure employees are always updated on last minute changes. 
  6. Read the client’s email and be certain you understand their request before searching the schedule. Communicate clearly with clients. Examples: Ongoing schedule doesn’t change when they reschedule, when skipping, a supplement is added at the next cleaning, monthly is every 4 weeks vs. 1st Monday of each month. We can NEVER do every 3 weeks as a permanent schedule. 
  7. Schedule cleanup is a daily part of your role.  Without it, the schedule will eventually fall apart. Outside of normal requests, it takes 30 minutes to 1 hour a day for scheduled maintenance. This is when you will monitor the schedule out three weeks, be aware of outliers and staffing issues.
  8. CC yourself on all schedules offered to clients so you always know what’s pending. Sometimes it takes time for them to respond. Use Not Scheduled if necessary.  
  9. ALWAYS recheck your work & communication. It’s easy to make small mistakes that turn into big problems. 
  10. Be aware that reminders go out to clients 3 days (emails) in advance and text 1 day. Added communication might be needed due to this timeline. 
  11. Send the sales team a quick recap of availability for last minute openings due to cancellations. 
  12. Be aware of holidays! We should start rescheduling clients 30 days prior to the day we are closed.  
  13. Never have a negative tone with clients about their schedule change no matter how challenging it can be sometimes. 
  14. Never overbook a day.  If we utilize all Cleaning Techs and times, be sure the last spot is offered with a Last-Minute Cancellation (LMC) option.
  15. Have fun! Scheduling is like one of the best video games ever made!! 😊 

#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.

  Scheduler Shortcuts 

  1. LMC – Last Minute Cancel-this is when we give a client a schedule but communicate the possibility of being skipped due to staffing issues.
  2. EOW – Every Other Week
  3. FTC – First Time Cleaning