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Sandy shares her experiences on starting her Molly Maid business

18th October 2007

A personal view by Sandy Stockwell, Molly Maid Franchise Owner in Norwich

My first impressions of Molly Maid, having responded to an advertisement in a franchise magazine, were gained at an "Open Day" at Molly Maid's Head Office. This was informal and friendly, but at the same time imparted enough information on the concept and operation for me to be able to make the decision: Yes or No?

Having previously operated two other franchise businesses it was easier to evaluate the pros and cons and the decision was made to proceed. At this stage, following payment of the franchise fee deposit, Molly Maid moved very quickly to take up references and complete the many detailed arrangements that resulted in the purchase of the Norwich territory being completed within weeks.

I attended the residential training course. While this was proceeding, I gained an overall insight into the day-to-day activities of a Molly Maid Franchisee, while the evening "homework" involved case studies which proved very helpful - so much of the theory slots into place when it is for real. During my training, Molly Maid were organising staff recruitment as well as leaflet drops to generate customer enquiries; and the first team's car was ready or me to take away by the Friday afternoon.

On reaching home I was confronted with the details of 160 job applicants who had responded to the local press advertisements! I realised then that staff recruitment must have as much time as possible spent on it since the right staff are your key to success. At the time, marketing and leaflet distribution is equally important because if your "phone doesn't ring you won't be going anywhere and neither will your fledging business!" Of course the "phone does ring as people are intrigued to learn of a new service; even if some only want to know how your prises compare with their existing Mrs Mop's wages."

Without doubt the first estimate was the most daunting task; after all you are examining someone else’s home to determine the amount of work required and you need to appear professional from day one. Yes, my knees were knocking and no, I didn't get the booking from that first time, but I have improved! A word of advice: before you attend an estimate for real, practice in your own home. Walk around the house, decide what you are going to say and even write out the estimate: you never know you may book a clean yourself!

While all this is going on you have to interview potential staff without delay: after all even after selection they need training - and uniforms have to be ordered. The training must ensure that your first team of maids know what to do on their first clean; it would be fatal to send them out under-trained. As a final check, they cleaned each other’s homes. At this stage, quality of clean takes precedence over speed - which will improve with practice. Quickly putting on your other "hat" you have to ensure that your first trading week has sufficient work in it.

There is an awful lot to be done very quickly, with recruitment and training during the day and estimates during the evenings, followed by Franchisee collapse until the next morning! I thought that it would be a good idea to attend the first few cleans with the maids. It gives them moral support - and possibly some for you as the maids are working in small teams and every effort must be made to make an enjoyable job for them, whilst at the same time showing them that you are also part of the team. A good maid will appreciate a satisfied customer's praise and that provides her with a work incentive.

Head Office has been very supportive with the inevitable questions and minor problems that have arisen, and regular field visits are made to discuss progress and development of the business. To end on a positive note, I am glad that I have chosen a Molly Maid franchise; not least because it provides customers with a service which they truly appreciate - and they were certainly pleased that Molly Maid had arrived in Norwich.

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MOLLY MAID Franchise Case Studies

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