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CT Accountability & Coaching Process

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1. Performance Standards for Cleaning Technicians (CTs) & Leadership Roles

To maintain employment at BA House Cleaning, all Cleaning Technicians must meet the following Scorecard Requirements:

  • Cleaning Technicians (CTs): Maintain a 95% scorecard.
  • Team Leads, Trainers, & QA Inspectors: Maintain a 97% scorecard.

If a Cleaning Technician drops below these thresholds, they will immediately enter a coaching program to recover their score before it becomes unmanageable.

2. Immediate Action: Coaching Program Begins As Soon As Score Drops Below Threshold

Step 1: Manager Reviews Scorecards Regularly

  • The Manager must review scorecards at least monthly, or sooner as negative scorecards come in.
  • Early intervention is key—waiting too long makes it harder for the Cleaning Technician to recover, as multiple positive scorecards are needed to balance out the negative ones.
  • Key areas for review:
    • Frequency and severity of negative feedback.
    • Patterns of issues (e.g., recurring complaints about bathrooms, dusting, or missed details).

Step 2: Immediate Communication with the Cleaning Technician

  • As soon as a dip in scorecard performance is identified, the Cleaning Technician must be informed.
  • Impact on Work Volume:
    • Cleaning Technicians with lower scores may receive fewer job assignments, as top-scorecard CTs are prioritized for scheduling to maintain customer satisfaction.
    • This should be clearly communicated so the Cleaning Technician understands the urgency of improving their performance.

Slack Message for Immediate Communication (English & Spanish)

📢 English Version:

Subject: Urgent: Scorecard Performance Coaching Program

Hey [CT’s Name],

I wanted to reach out right away because I noticed that your scorecard has dropped below 95%. To make sure we get you back on track as quickly as possible, we’re starting your coaching program immediately.

Here’s what this means for you:
✅ You already have access to our online training modules, and you can retake them at any time from the comfort of your home. We encourage you to review any areas you may need to improve.
✅ We’ll be increasing quality inspections when available to provide extra feedback.
✅ You’ll need to complete a QA Checklist after each cleaning to ensure everything meets standards. You can find it here: QA Checklist (Note: This link may be updated as needed, so always check for the latest version).
✅ Please remind clients to submit their scorecards whenever they receive a text or email request. This will help boost your score faster!

🔹 Why this is important:
Cleaning Technicians with higher scorecards are prioritized for scheduling to maintain customer satisfaction. A lower score may impact the number of jobs assigned to you, so we want to help you bring it back up ASAP.

I know you’re capable of turning this around, and I’m here to support you through this process. Let’s check in at the [set time/date for a follow-up meeting] to review your progress. Let me know if you have any questions!

Looking forward to seeing your scores improve! 👍
— [Manager’s Name]

📢 Spanish Version:

Asunto: Urgente: Programa de Coaching de Desempeño de Scorecard

Hola [Nombre del CT],

Quería comunicarme contigo de inmediato porque noté que tu scorecard ha bajado por debajo del 95%. Para asegurarnos de que vuelvas a estar en el camino correcto lo antes posible, estamos iniciando tu programa de coaching de inmediato.

Esto es lo que significa para ti:
✅ Ya tienes acceso a nuestros módulos de capacitación en línea, y puedes revisarlos en cualquier momento desde la comodidad de tu hogar. Te recomendamos repasar las áreas que necesitas mejorar.
✅ Aumentaremos las inspecciones de calidad cuando sea posible para proporcionarte retroalimentación adicional.
✅ Deberás completar una Lista de Verificación de QA después de cada limpieza para asegurarte de que todo cumpla con los estándares. Puedes encontrarla aquí: Lista de Verificación de QA (Nota: Este enlace puede cambiar, así que revisa siempre la versión más reciente).
✅ Por favor, recuerda a los clientes que envíen sus scorecards cuando reciban una solicitud por mensaje de texto o correo electrónico. ¡Esto te ayudará a mejorar tu puntaje más rápido!

🔹 Por qué esto es importante:
Los Técnicos de Limpieza con puntajes más altos tienen prioridad en la programación para garantizar la satisfacción del cliente. Un puntaje bajo puede afectar la cantidad de trabajos que se te asignan, por lo que queremos ayudarte a mejorarlo lo antes posible.

Sé que eres capaz de mejorar esto, y estoy aquí para apoyarte en este proceso. Hagamos un seguimiento en [fecha/hora de la reunión de seguimiento] para revisar tu progreso. ¡Avísame si tienes alguna pregunta!

Espero ver mejoras en tu puntuación. ¡Tú puedes! 👍

— [Nombre del Gerente ]

Step 3: Coaching & Training Plan Implementation

Cleaning Technicians below 95% (or 97% for leaders) will be enrolled in a coaching program, which includes:

  1. Retaking Online Training Courses
    • Available for review at any time.
  2. Increased QA Inspector Visits (When Available)
    • Additional quality inspections for extra feedback.
  3. Mandatory QA Checklist Usage
    • Complete this after every home cleaning: QA Checklist (Subject to updates.)
  4. Encourage Clients to Submit Ratings
    • Remind clients to submit their scorecards when prompted.

3. Scorecard Reevaluation & Coaching Extensions

Step 4: Initial 30-Day Reevaluation

  • If the scorecard meets or exceeds 95% (or 97% for leaders), coaching ends.

Step 5: Coaching Extension (If Needed) – Up to 90 Days Total

  • Coaching can be extended in 30-day increments for a maximum of 90 days.
  • Time needed depends on:
    • Initial score at program entry
    • Number of jobs assigned
    • Client response rates

4. Final Steps & Termination Policy

Step 6: Final Warning & Last Chance to Improve

  • If the Cleaning Technician still doesn’t meet the required score after 90 days, they get a final 2-week improvement period.

Step 7: Termination If No Improvement

  • Failure to meet 95% (or 97%) after 90 days results in termination.

Summary: Performance & Accountability Workflow

✅ Step 1: Manager reviews scorecards regularly.
✅ Step 2: Immediate Slack notification sent.
✅ Step 3: Coaching program starts.
✅ Step 4: First reevaluation at 30 days.
✅ Step 5: Coaching extensions (if needed, max 90 days).
✅ Step 6: Final 2-week improvement period.
✅ Step 7: Termination if performance doesn’t improve.

This ensures early intervention, continuous support, and