Super Cleaning Service!

Late last year, Molly Maid of Northwest Cook County was awarded with Angie's List's Super Service Award!

This highly coveted honor places us in the top 5% of all businesses in the Chicagoland area for service to our clients.

For more details about our reports, visit Angie's List today and read our reviews!

Bonus! Tell us about a time when Molly Maid of Northwest Cook County gave you super service for a chance to get 25% off your next clean!

House Cleaning Metrics

As it turns out, there is a bit more to the house cleaning business than meets the eye. This post will serve as a "behind-the-scenes" look at some of the metrics we have started to use as part of "Client Connection" to measure how effectively we are meeting your needs.

Retention Rate:
This measures the percentage of clients we keep on in a rolling 13 week period. Historically, our retention rate has been around 97%, but in recent months, with the addition of incentive programs, we have seen an increase to 98.1%.

Compliment-to-Complaint Ratio:
We keep track of the number and severity of compliments as well as complaints for each team. At the end of every month, we calculate a ratio based on these measures. This metric influences our choice for Team of the Month and Employee of the Month.

Reclean Rate:
Unfortuantely, accidents do happen and sometimes spots are missed. As our 24-Hour Guarantee states, if ever you are not satisfied with a clean, we will come back out and reclean the areas at no charge. As you might imagine, we do not ever want this to happen and as a result, we try to minimize the rate at which we have to reclean a customer's home. With the institution of incentive programs, our reclean rate has dropped from approximately 1.5% to 0.9%.

If you love your Molly Maid service, be sure to call us and let us know that your team is doing a great job. Everyone needs recognition every now and then and our maids check every single day to see which clients have given them a compliment.

Customer Service Training

At Molly Maid of Northwest Cook County, we are committed to providing you with excellent service. While our satisfaction rate is already very high compared the the industry standard, we are always striving to improve.

With this in mind, we have hired a company to record a sample of our incoming calls and grade us on a number of aspects including professionalism, knowledge of our service, and friendliness. This will provide our office staff with the information they need to improve how we communicate with our clients.

By placing your wants and needs at the forefront of our "Client Connection" initiative, we know that our clients will be thrilled with the service they receive.

Client Connection Initiatives

At Molly Maid of Northwest Cook County, "Client Connection" isn't just the title of our blog, it's a new way of thinking about you. We believe the change in vernacular from "customer" to "client" represents this point-of-view. "Client Connection" is a way of building and maintaining relationships with the people that support us.

We have undergone numerous changes as part of "Client Connection" and over a series of blogs, we will introduce each new aspect. The first of these blogs relates to customer service training.

Ms. Molly Foundation

The Ms. Molly Foundation was created in 1995 by the Molly Maid Inc., Chairman David McKinnon and his wife Karen.

The Mission of the Ms. Molly Foundation is to help families in need affected by domestic violence. It forms a bridge between our franchise owners, employees, customers and domestic violence shelters and safehouses in their communities that work directly with victims of domestic violence crime

Last year, we started a partnership locally with the WINGS Shelter and raised over $2600 with the help of our clients.

In 2011, Molly Maid of Northwest Cook County has committed to donating a portion of every clean to the Ms. Molly Foundation through the Dime-Ond level program.

For more information or to get involved, call us at (847) 590-0700 or log on to the Ms. Molly Foundation website.

An Introduction to Molly Maid Client Connection

I wanted to personally welcome everyone to Molly Maid of Northwest Cook County's official blog, titled "Client Connection"!

Purpose:
It is our hope that you will find this to be an informative and useful way to communicate with our staff.

A Quick Tour:
On the right sidebar, you will find updates for our Team of the Month and Employee of the Month, along with relevant videos on the Molly Maid Youtube channel. Also, here is a link to the Molly Maid Facebook page.

Updates:
We will periodically post updates about:

• Employee and client accomplishments
• Cleaning tips
• Promotions
• New products and services
• Our efforts with the Ms. Molly Foundation

Subsribers to Client Connection will also receive exclusive offers for cleaning services by Northwest Cook County's maid service of choice!