Our primary focus is protecting the culture and health of Naturalcare Cleaning Service. These core values will help us improve the workflows and guide us in the decision-making process.
We are a family-friendly company:
• We want our staff to have a healthy work/life balance. One way we accomplish this is by respecting their time away from work. If they reach out to us after regular work hours for non-emergency topics, we gently remind them to only post during work hours. Any emergency call-outs can be done with Maid Central. We do not reach out to employees after hours or on the weekends. Weekends and nights are for family, fun, and rest. Not work!
• We want Naturalcare employees to have the personal time they need. If they are struggling with personal responsibilities and have a tough time making it to work, offer them fewer days. Or maybe they need to have a later start or earlier end time. We have flexible opportunities that will meet most employee needs.
We take full responsibility for the experience people have with our company:
• For our staff this means we treat them like internal clients. They need to feel welcomed and heard. If someone comes to you with a problem, you need to ask, “are you venting and need feedback on how to handle it? Or would you like me to help you solve this problem with mediation?”
• If the staff has an issue, are you proactively trying to help? Or are you passing it off to someone else? If you don’t have the answer, walk them to the person that has the answer
• Do not participate in gossiping or complaining about an employee. Do not say anything that you are not comfortable saying in front of them. If someone is having quality or reliability issues, we need to help them find a solution immediately. Never put off talking to someone. If you see a problem, fix it or ask for help fixing it. In the office, with a staff member, with a client. We do admit that not everyone is a good fit for Naturalcare. And keeping them at a job that they are not doing well is a disservice to them and the company.
• Over-communicate with the technicians. If we need to change a procedure or introduce a change, we can do it verbally, but it needs to be backed up in writing to their text or email. Not just a GroupMe announcement that will get lost in the shuffle. No shortcuts!
• For our clients this means amazing customer service. Always use a professional greeting whether It text or email. Use approved templates.
• NEVER tell the client what we are doing with their schedule, ASK THEM if it works for them. Unless there is a hurricane or flood and we have closed for the day!
• Do not say no to a client’s request unnecessarily. If we can make it happen, make it happen!
• Pick up the phone first when there is damage. Don’t just send an email. You never know if the item was sentimental. Be considerate with your actions and tone.
• Respect their requests for certain technicians or time frames unless the tech is out for the day. Communicate if there is a change especially if we are reassigning new technicians.
• Every lost client deserves a phone call. Try to see if we can fix any disappointments. Ask questions and let them vent. Don’t interrupt or talk too much! Validate the clients’ feelings. Admit our mistakes and then explain what we will do differently.
• Smile and laugh when you are on a call with a client or a sales call.
• Do your tasks the Naturalcare Way. That means all your tasks are 100% complete with no shortcuts. Discipline yourself to hold your weekly schedule and if you get behind you reach out for help right away. That is the Naturalcare way.
We communicate honestly and with respect:
• If we make a mistake, we admit it. If we mess up the schedule or forget to send an email, admit it. Make apologies, fix it and move on. If another staff member makes a mistake, treat them the same way you would a client. With respect and kindness.
We celebrate successes:
• Shout out when you see people doing a great job. Shout out the wonderful feedback we get from clients. Every single day finds something nice to say about someone at Naturalcare. Take pictures and post them. Thank people for going the extra mile.
• What wonderful thing can we do for Birthdays and Anniversaries? Show people that you value them.
We work on continually improving our company and relationships:
• Take charge of your job. Look for potential issues before they happen. Be proactive, by improving what we do each time and not reactive by waiting for problems to appear. If you see something that would work better another way, speak up!
• Be willing to learn more about the company and your role. Would you learn more by taking classes or going to a convention?
• Companies that continue to improve and find better ways of doing things are healthier. Do not complain or balk when you need to learn new processes. This is how we grow.
We are a family-friendly company:
• We want our staff to have a healthy work/life balance. One way we accomplish this is by respecting their time away from work. If they reach out to us after regular work hours for non-emergency topics, we gently remind them to only post during work hours. Any emergency call-outs can be done with Maid Central. We do not reach out to employees after hours or on the weekends. Weekends and nights are for family, fun, and rest. Not work!
• We want Naturalcare employees to have the personal time they need. If they are struggling with personal responsibilities and have a tough time making it to work, offer them fewer days. Or maybe they need to have a later start or earlier end time. We have flexible opportunities that will meet most employee needs.
We take full responsibility for the experience people have with our company:
• For our staff this means we treat them like internal clients. They need to feel welcomed and heard. If someone comes to you with a problem, you need to ask, “are you venting and need feedback on how to handle it? Or would you like me to help you solve this problem with mediation?”
• If the staff has an issue, are you proactively trying to help? Or are you passing it off to someone else? If you don’t have the answer, walk them to the person that has the answer
• Do not participate in gossiping or complaining about an employee. Do not say anything that you are not comfortable saying in front of them. If someone is having quality or reliability issues, we need to help them find a solution immediately. Never put off talking to someone. If you see a problem, fix it or ask for help fixing it. In the office, with a staff member, with a client. We do admit that not everyone is a good fit for Naturalcare. And keeping them at a job that they are not doing well is a disservice to them and the company.
• Over-communicate with the technicians. If we need to change a procedure or introduce a change, we can do it verbally, but it needs to be backed up in writing to their text or email. Not just a GroupMe announcement that will get lost in the shuffle. No shortcuts!
• For our clients this means amazing customer service. Always use a professional greeting whether It text or email. Use approved templates.
• NEVER tell the client what we are doing with their schedule, ASK THEM if it works for them. Unless there is a hurricane or flood and we have closed for the day!
• Do not say no to a client’s request unnecessarily. If we can make it happen, make it happen!
• Pick up the phone first when there is damage. Don’t just send an email. You never know if the item was sentimental. Be considerate with your actions and tone.
• Respect their requests for certain technicians or time frames unless the tech is out for the day. Communicate if there is a change especially if we are reassigning new technicians.
• Every lost client deserves a phone call. Try to see if we can fix any disappointments. Ask questions and let them vent. Don’t interrupt or talk too much! Validate the clients’ feelings. Admit our mistakes and then explain what we will do differently.
• Smile and laugh when you are on a call with a client or a sales call.
• Do your tasks the Naturalcare Way. That means all your tasks are 100% complete with no shortcuts. Discipline yourself to hold your weekly schedule and if you get behind you reach out for help right away. That is the Naturalcare way.
We communicate honestly and with respect:
• If we make a mistake, we admit it. If we mess up the schedule or forget to send an email, admit it. Make apologies, fix it and move on. If another staff member makes a mistake, treat them the same way you would a client. With respect and kindness.
We celebrate successes:
• Shout out when you see people doing a great job. Shout out the wonderful feedback we get from clients. Every single day finds something nice to say about someone at Naturalcare. Take pictures and post them. Thank people for going the extra mile.
• What wonderful thing can we do for Birthdays and Anniversaries? Show people that you value them.
We work on continually improving our company and relationships:
• Take charge of your job. Look for potential issues before they happen. Be proactive, by improving what we do each time and not reactive by waiting for problems to appear. If you see something that would work better another way, speak up!
• Be willing to learn more about the company and your role. Would you learn more by taking classes or going to a convention?
• Companies that continue to improve and find better ways of doing things are healthier. Do not complain or balk when you need to learn new processes. This is how we grow.