COACHING MEETING
REPORT/MANAGEMENT
Coaching Report: Improving Cleaning Services and Performance
Meeting Details:
Date: 12 August 2023
Attendees: Clean Operation Manager
Purpose: Discuss and address challenges in cleaning services and performance improvement
Purpose of the meeting:
The meeting was conducted to address concerns regarding negative customer feedback and
explore solutions for enhancing the quality of cleaning services provided by Ozhouse Clean.
Explanation of Challenges:
After assessing the business's performance against the performance indicators in our business
plan, it was identified that a number of residential customers have expressed dissatisfaction with
the quality of service provided. Complaints have centered on the level of cleanliness and
attention to detail.
Expected Level of Performance:
Ozhouse Clean outlined the following expectations for the level of cleaning services:
โ Thorough cleaning of all surfaces, including floors, benchtops, and shelves
โ Regular emptying and cleaning of rubbish bins
โ Cleaning of shower screens and mirrors to eliminate soap buildup and streaks
โ Use of authorized cleaning products only
โ Completion of all cleaning tasks within the allocated time
Reasons for Underperformance:
Several factors contributing to underperformance were discussed, including:
โ Lack of customer appreciation for efforts put in
โ Unmet customer expectations for additional work
โ High turnover of cleaning staff due to better offers from competitors
