This post is the second of two parts. To read Part 1, please click here.
Meet Applicants in Person
The Rues started out running the business themselves. Today, they have help from an office manager, customer service manager, field manager, and 28 full-time employees who clean the houses of their clients.
Hiring the right employees is as paramount for their Molly Maid operations as it is for any business, they said.
“You absolutely have to have the right people working for you; and good people are hard to find,” Tom Rue said. “We tell everybody they have to spread the sunshine every day. That’s what we do: we put smiles on people’s faces every day. And when they’re through spreading the sunshine, they have to go.”
Operators should ensure that employees know the rules of the company and that the rules will be enforced. Business owners should also be cognizant of employees’ limitations that could affect growth of the business.
Bucking a trend in employment, the Rues believe in meeting all of their prospective candidates personally. They do not have an online application.
“It may be a little old school, but we like to meet the applicant in person,” Terri Rue said.
“We require people to come into our office and fill out an application and then we talk to them face to face; and that personal interview tells a lot,” her husband added.
Another key to growing the business is listening to customer feedback. For that, the Rues employ Listen360 at the suggestion of the Molly Maid corporate office. The cloud-based software platform provides an automatic response from customers, allowing them to contact the company at their leisure by providing responses to questions. The program then aggregates and analyzes the comments to tell business owners what areas customers are pleased with and which may need work.
The Rues make it a priority to read those comments and respond every single day in the most timely manner possible. The nominal monthly fee for the Listen360 service is worth the value of knowing what customers think, Tom Rue said.