You did it. You started your company and you have been up and running awhile and have had tremendous success, and growth. With that growth comes an increased workload, more stress, and less hours in your day. As your business grows, you will be faced with many questions:
- When do I add new team members?
- What will be the cost of growing my company?
- Do I have the right systems and processes in place?
- Do I have the right strategy in place for growth so that our quality doesn’t diminish?
- When will I see a return on my investment?
- Do I need more office space, a new location? Will this location support our growth?
- Is it time to outsource some things like payroll, benefits, advertising, accounting, IT?
- Is it the right time to think about selling?
These are all big questions to ask yourself. So how about the idea of hiring a field manager. Someone that you can trust to take care of operations in the field while you take care of the office.
Hiring a Field Manager can have a great impact on many aspects of your business:
- More consistent training.
Suddenly you can structure a consistent approach to training. Your field manager will be ultimately in charge, but she (or he) can also can also train a trainer.
- Improved quality control and consistency of team members work.
When a team is supervised in the field they are held accountable for their actions at the time of the service. Thus ensuring a satisfactory service the first time and reducing return visits. This in turn can lead to higher client satisfaction and higher return customer rates.
- You or your office staff has more time to do just what they need to do: grow the business.
With the field manager taking charge of the field team members, scheduling of staff, and face to face client contact in the field, it frees up a ton of time for you to be able to handle office duties, marketing, planning and so forth.
While this is not an exhaustive list of the benefits of hiring a field manager it does give you a good idea of what your business might look like with a field service manager. So why don’t we step back for a second and take a look at whether or not you are ready for the growth.
Note: this list is not exhaustive, but will give you a good foundation of knowledge to ensure that you are 1) ready to grow 2) prepared to grow.
[bctt tweet=”Do you have a plan? Saying: I want to grow my business is not enough.”]
Do you have a plan? Saying: I want to grow my business is not enough. You have to ask yourself more specific data driven questions. Such as: I was to increase my revenue by 40% year over year for the next 5 years. Or: My goal is to have a monthly revenue of $100,000, and I plan on getting there by adding XX employees, adding XXX clients, and perhaps even increasing your office space.
- Have you analyzed your existing business data to identify current growth trends?
- Are you confident you understand what is driving that growth, and what will drive that growth in the coming year?
- Have you identified new potential areas or services to expand into?
- Do you have market research that backs up your gut feel about market trends?
- Do you need to change or update your business structure?
- Are your existing premises suitable for your plans, will you need a bigger space, more parking and so on?
- Who are your three biggest competitors?
- Do you have a succession plan if you become unable to run the business yourself?
- Are all your business procedures documented?
- Do you have regular training procedures for staff?
- Do you have a detailed marketing and promotional plan?
- Are you making full use of online platforms to promote your business, products and services?
So lets take a look at another option. If you are not quite sure if you are ready for a field manager, perhaps you should consider planning for the eventuality. Do you have a stellar cleaner, she’s your go to girl for training, and she is super reliable? If you do, then you have a great opportunity in front of you to give the concept a test run. Perhaps it is time to take her skills to the next level, offer her a little something extra and a title.
- Start her out with some specific tasks around the office, this is a great way to see if she takes the initiative to move forward to the next level. Little things that take time such as laundry, organizing cleaning supplies, and so on.
- Add in some supervising tasks, on a slower day, or a day when you have an extra girl. Let her be the 3rd wheel to your team that needs the most help. Have her use a quality control checklist or take notes so that you have valuable feedback for the team.
Field Service Managers often:
- Hire new team members
- Schedule team members, and assign them to specific jobs
- Train new team members
- Maintain inventory of supplies and equipment
- Answer questions in the field in regards to client requests
- Are the front lines to handle client complaints
- Supervises all requests for re-cleans in the field
- Analyzes clean times, requests additional cleaning time as needed
- Documents “unusual” client conditions
- Works in conjunction with office staff to set recurring prices
Of course this is by no means an exhaustive list of what a field manager’s responsibilities are. There are no two cleaning services alike and therefore it is best to take a look at your own business model and see what is best for you. Residential cleaning and janitorial cleaning also differ greatly. Take a look at the needs of your market, your industry, and identify your best opportunities for growth.