Internal Customers
True/False? Internal Customers are Your Staff, Your Peers, and Shareholders.
What is: TRUE
True/False? External Customers are Residents, Family Members, Administrators, Regionals, Department Heads, State Surveyors/Inspectors?
What is: TRUE
True/False? You should check out with your administrator every day before leaving.
What is: TRUE, every day make sure to check out with your administrator before leaving.
True/False? You can hire an employee and start them before onboarding as long as they have passed their background check.
What is: FALSE
What chemical and color pad do you use to Slow Speed?
What is: Red Pad, and Spray Buff
Who should train new employees on their first day?
What is: The Account Manager
If a resident asks you to take one of their candy bars, can you accept?
What is: No! We are not allowed to take food/gifts from residents, even if they are gifts.
If an administrator has a concern, where does it go on your priority list?
What is: TOP OF THE LIST, first priority
What is the procedure for getting an Employee's Taxes changed? If they want additional taxes taken out?
What is: Download the latest W4 form off of the HUB. Have the employee fill out the form. Send to District Manager who will then send off to payroll.
What is the Dwell time for Ecolab Peroxide Disinfectant?
What is: 3 Minutes
List 3 examples of how to motivate staff.
What is:
1. Recognition (Praise a staff member for a job well done)
2. Contests (Give small prizes for highest QCI scores)
3. Throw a pizza party for deficiency free surveys
True/False? It is best to over promise and under deliver.
What is: FALSE! Never over promise anything you cannot fully commit to. Always be transparent with your administrators.
True/False? It is best to always be available to your administrator?
What is: TRUE! Communication between Account Manager and Administrator is crucial!
What is the timeframe for completing a new hire's I-9 after hiring them?
What is: 3 Days. The I-9 must be completed on an employee's first day of work, that being their hire date that you entered in step 2. On the employee's first day they should be registered in the time clock and complete step 3. Immediately following the completion of step 3 the second portion of the I-9 must be completed under your Manager login under programs to run. This practice must be followed to remain in compliance with E-verify. An ECA will be required going forward if any new employee is out of compliance as this could result in HCSG being fined.
What is the best time to check Deep Cleans with our QCI form?
What is: Before Lunch with the employee present to correct issues if found.
What is the new Referral Bonus program for employees? How much can an employee earn, and how many hours does the new hire have to work before the employee receives the referral bonus?
What is: $1,000. The employee receives $500 after 150 hours, and another $500 after 450 hours. This started on June 15th - July 31st.
The Account Manager is the _________ of the company and needs to be the __________ in all areas of customer service.
What is: Face, Expert
List 3 Examples of your Administrator's Pet Peeves
What is: FREEBIE. Different answers depending on Account Manager.
What is the process for putting in Vacation or Sick time for an Employee?
What is: Mass Upload PTO, select the employee, enter in the amount of time and what type of hours they are (Vacation or Sick), Save.
What is the ratio of Stripper to water when mixing stripper? And what temperature water is used?
What is: 1 Part Stripper, 3 Parts Water (25% stripper, 75% water), COLD WATER
How do you provide Internal Customer Service to your staff?
What is: Appropriately train staff! Give the staff the tools and knowledge they need to succeed. This starts from the first day of employment. There is not a better way to gain the loyalty of a staff member than to properly train them. However, the exact opposite is true if we neglect our duties to teach the staff properly what he or she should do.
How do you provide excellent customer service to External Customers?
What is: Go above and beyond! Good customer service is the norm nowadays. Excellent customer service is what stands out. Listen to your administrator, and then act on it.
If an administrator asks you to have your housekeepers stay over, which causes you to run over budget hours. What should you do?
What is: Have your housekeepers stay over to handle your administrator's concerns, and then flex them off early the next couple of days. That way you still stay in budget while also taking care of your administrator's needs.
What are all 4 steps of the Onboarding Process?
What is: Step 1: Application, Step 2: Hitting the Hire Button, Step 3: Onboarding Employee, Step 4: I-9
What are the 6 steps in the laundry process?