Entries: 1 - 5 of 11
First
|
< Prev
|
Next >
|
Last
Integrity - 9.13.08
As my business grows I have to continually adapt to the changes that arise and much of this lately has had to do with staffing. When I tell a client that we will be there to clean for them on a certain day I like to have 100% accuracy but sometimes we miss the mark. This doesn't happen very frequently but when it does I can sometimes give the client a days notice and sometimes I've had to contact them that day and let them know that we will be there the following day. I realize that my clients rely on my services being timely and consistent. I never want to be that housekeeping service that trails off in quality and dependability. I always try to find all the little bits of dust or dirt that will make the difference between good service and great service. I know that any excuse we provide for less then great service is just a poor reason for lack of planning or process management.
We also occassionally break something - like a glass or a soapdish. I always leave the client a note about this and offer to replace the item. Of course I prefer to leave lots of nice notes such as: "ran the dishwasher" or "wiped down the shelves in your medicine cabinet".
I am slowly moving more into my CEO role from technician and will need to devise ways to make sure quality control is done. I myself have had the staff of a housekeeper I liked come in and could tell they weren't the one doing the services. I don't see any of these issues as a roadblock but rather as challenges to engineer my way around in a way that satisfies both my clients and business.
Now that i have a couple of people working for me on a variable schedule I also have to take care to carefully note who works when to ensure the accuracy of our payroll. I really never thought I'd have payroll. I am thankful for QuickBooks, Nikia and other staff members, my insurance agent, a good attorney, wonderful clients, some financial backing from the Bank of Mom, and so many other ingredients that have allowed my business to continue to grow.
As Seen on TV - 5.13.08
My company was featured on the 10! Show yesterday which I am just ecstatic about. This came about through my friend Mary McCusker who owns and operates Whisk and Spoon. Mary took on the awesome responsibility of putting together gift bags for the 50 pregnant women who were to be in the audience for the 10! show's Mother's Day episode. I will be posting video as soon as I can get a hold of it.
ICEA Announcemenat - 5.2.08
Concierges in the Philadelphia Circle recently attended the Bucks IDEAS (Introducing Dynamic Entrepreneurs and Services) event, presented by the Bucks County Women's Forum. Participating members were Carrie Kanner, More Time 4 You, Newtown; Elyse Coleman, Life/Time CEO, Yardley; Kristen Johnson, Out-n-About Errand Service, Morrisville; and Lori Heyman, Keystone Concierge, Philadelphia. Splitting the cost of the table made it very affordable and increased the value received for the participating ICEA (International Concierge and Errandrunners Association) members. Forty vendors and a number of individuals also attended this event, which featured Lynn Doyle, host of CN8's "It's Your Call", who spoke on work/life balance. We promoted the industry and enhanced awareness of concierge services. Several attendees asked for concierge services in their area and we gave out other members' contact information. The event was a great way to bring the members of the Philadelphia Circle closer together and spreading the cost across our circle made the event affordable. For more information on the ICEA visit www.iceaweb.org.
Our First Condo Contract
I had a great ending to 2007 - my first contract position with a condominium. I was fortunate to have a colleague recommend me. While I realize that providing outsource staffing to the front desk operations of a condominium causes my company to take on several risk factors I feel that the Philadelphia condo market is under served by security firms staffing their desks with a workforce that is largely unskilled in customer service. I feel that by training my staff to understand that the safety of the physical plant and residents in addition to providing outstanding customer service that we can make a difference to both building managers and the residents. While there is not much profit in the staffing of the condominium desk the value added to my firm is made up by the exposure we gain through offering exceptional service to the residents.
My assistant, Nikia has been instrumental in getting my firm through the paperwork and administrative tasks involved in bringing on a new hire. She is a huge asset to my firm with her sharp intellect, ability to research and apply gained knowledge, and of course her skills with finance and IT.
It is my hope to have a blowout year in 2008 by doubling the amount of business we did last year by continuing to strive to have great integrity with our current clients while increasing the number of individuals and businesses that we serve.
I Cannot Do It All (and neither can you)
I am headed out to San Diego for a couple of days to attend the annual conference hosted by the International Concierge and Errandrunners Association. I am looking forward to meeting other concierges and personal assistants from around the country as well as participating in the seminars. Additionally, it will be nice to get out of town for a couple of days.
I haven't taken off much time since I started my business as I am the essence of it thus far. My good friend Nikia left her job a couple of months back and has been assisting me on an increasing basis which has been invaluable to me. I am also fortunate to have the help of one of the girls that I mentor, Mykina, although being a college student her availability is limited nine months a year. It has been a challenge to have people help me - especially in directly assisting with my clients as I worry about most people doing as conscientious a job as I try to do.
It is in this paradigm that I can truly empathize with how difficult it is for new clients to call me and ask for help. Of course you want to do everything yourself as you know the job will be done right but sometimes you cannot do it all. There is also the factor of a job not being done in your style - like the time I had Mykina fold and put away laundry for me and long sleeve shirts, short sleeve shirts and sweaters were intermingled. I realized that I should have explained my storage system a bit more but I was still glad it was at least done. It is situations such as this that I pay particular attention to my client's systems and try my best to replicate each one. We all have our own style of how we like things done - myself included - and I do my best to respect that of each individual that I work for.
For those of you that have yet to reach out for help from a service provider know that there are people like me out there who will strive to wow you with our work.
Entries: 1 - 5 of 11
First
|
< Prev
|
Next >
|
Last
