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Franchise Blog

The Murphy Brown of Maid Services

  Frank Berger  |    Oct 5, 2009 10:58:48 AM  |    Founders Blog,  |    Franchise Opportunities

MURPHY BROWN COVER

One of our original Clients, at our first office in Orlando, Florida, warned me that her husband labeled her the “Murphy Brown of Orlando Maid Services”. She had hired and fired every professional maid service in the Orlando, Florida Yellow Pages. She informed me that she fired Maid Brigade, Merry Maids, Molly Maids, Royal Maids, the Cleaning Authority, and The Maids. Because You’ve Got MAIDS begins with a “Y”, it took her a while to work her way to us in the housekeeping section.

Turns out it was a running gag on the Murphy Brown television show, that Murphy would fire her secretary darn near every episode (93 different secretaries in all). She fired a slow speaker, a mimicker, a crash-test dummy, a bickering married couple, and a mental patient. No one could satisfy Murphy’s high standards, so her secretary’s desk was a revolving door. Naturally, whenever Murphy did get a good secretary, he or she quits by the end of the episode. As a result, Murphy’s created the exact environment that would lead to her inevitable dissatisfaction. Murphy just couldn’t help herself.

We reformed our self proclaimed “Murphy Brown of Maid Services” with great Customer service. How? By being perfect? No, by listening, and then acting on her feedback!

We begin listening during the estimate when detailed notes are taken and a work order is created specifically for the maid service you require for your home. It is our pleasure to modify your cleaning instructions on your homes work order at any time. Every morning we discuss each work order with your maids. Each team of housekeepers has an On-Site Supervisor who is paid a higher rate to be accountable.

Next we continue listening through our Feedback System. Most companies are afraid to hear what their Clients are thinking of their service. It takes courage to ask a Client how they liked their cleaning service. If a Client lives in a 4,000 square foot house there is a good chance that some detail(s) was overlooked. Some details are deal breakers, and for those instances we have a 24-Hour Guarantee that we will come out and fix it. Other concerns are just pebbles in our Clients shoes…not a big deal right now…but you want to shake them out of your shoe at the next rest stop. These “pebbles” are why we created the Feedback System on the You’ve Got MAIDS website. We hadn't expected the flood of positive feedback, and I want you to know your words of encouragement have warmed our maids hearts. We want to create long term relationships with our Customers. Great relationships are created by open lines of communication, and then acting in the other persons’ best interest.

What is the moral of the story? It’s that no maid service can deliver 100% perfect housekeeping, but at You’ve Got MAIDS, we feel we can deliver perfect Customer service. Our maids are very special people, but they are not perfect people. Perfect people tend to rack up 4.0 GPA’s at University of Florida, Harvard, or College of Charleston before becoming surgeons and airline pilots. We can’t afford to hire those people, and it would be a cold day in Key West before a Johns Hopkins vascular surgeon or South West Airline Pilot knocked on our door to apply for a job cleaning other people’s bathrooms.

Last year we interviewed 24 applicants for every maid that we hired. We are very stringent on our employment standards, and our Clients tell us they can see the difference in their homes. To all the Murphy Browns out there, hire a professional maid service that cares about your feedback. We promise to make your life just a little bit better each episode.

 

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