The Problem

Samantha, the CEO, bought Lime Maids when it was just a 100k/year operation and she had since scaled it to 1M/year but was now facing new issues.

Her sales rep wasn’t hitting KPIs, & was tracking time for unworked hours, the CEO was managing a team of 15 cleaners with no manager, and the company lacked a sophisticated system for managing cleaning bookings, rescheduling & more, which meant that the CEO had to spend hours every week readjusting the route & schedule every time there was a cancellation or reschedule.

The company also lacked a strong hiring, onboarding & training process for cleaners, which reduced service quality. The CEO was overworked and needed better structure in place to get out of the cycle.

What We Did

• We built out Maid Central as the primary system to manage all leads, bookings, cleaners & the schedule. Maid Central was able to auto-quote customers according to set parameters, then book them into the most optimal place in the schedule automatically. When there was a cancellation or reschedule, the system would adjust the schedule for the cleaners as needed.

• We added automations to the Maid Central system so that when a lead filled out the contact form on the website, the sales rep was prompted to call the lead, and the lead got some automated emails to facilitate booking into the calendar. We also added a series of email nurturing sequences for different lead types that came into the system.

• We created a robust hiring, onboarding & training process for cleaners, so that the company could attract higher quality candidates, and train them up on standard processes in the field so that quality would remain high

• We hired an in-person cleaner manager to take over the management of the cleaning team, including performance management & quality control

• We implemented ClickUp as an advanced project management system for the admin team so they could more effectively track their tasks & due dates, and we created a more sophisticated KPI dashboard to measure the performance of cleaners

• We migrated from Whatsapp to Slack, which made communication across cleaners much easier since they could collaborate in channels as well as DMs, and key resources could be pinned to channels. The app was also easily accessible to cleaners in the field.

• After increased performance management measures, we let the sales rep go and the CEO took over sales again since this is their strongest skillset in the business. We built out sales rep hiring, training & onboarding processes based on the systems she was now using and proving success in, so when it was time to hire a new sales rep, all of the processes were ready to go

The Results

• 23hrs per week saved for the CEO through the implementing of the new systems and onboarding the new cleaner manager

• Improved client average satisfaction score from 81% to 93%

• Was able to delegate the hiring, onboarding & training of cleaners to the cleaner manager since all the processes were built, which made the business highly scalable

• The scheduling was made 14% more efficient, meaning more bookings could be taken

• Lead to close rate increased from 22% to 53%