This guide will help you conduct a successful off-site strategy and planning session, covering mission, vision, core values, business growth, customer experience, team member experience, organizational structure, and technology needs.
Section 1: Mission, Vision, Core Values
Pre-Meeting Preparation Prepare a document outlining your company’s mission, vision, and core values.
Discussion Review the relevance of existing statements to ensure they reflect your purpose, goals, and daily operations. Describe each statement to a new team member, customer, or friend, and ensure they are easy to remember and understand. Discuss ways to integrate these values throughout your organization.
If you don’t have these statements, create them together. For the mission, explain why your company exists, like “We exist to serve our customers and employees with excellence.” For the vision, state your long-term goals, like “To be the most reputable janitorial company in our markets.” For core values, choose 3-5 words describing your daily business conduct, such as integrity, excellence, hard work, kindness, and humility.
Section 2: Business Growth
Pre-Meeting Preparation Prepare a list of your current customers, detailing revenue, type of business, length of service, and location.
Discussion Discuss desired growth rates for the next 1-3 years based on current and previous year-end revenue. Establish your ideal customer profile by considering location, type, and size. Reflect on whether there are enough potential customers in your area to sustain growth. Determine what types of customers you want more or less of, such as schools, medical facilities, or corporate headquarters. Define minimum standards for monthly revenue and service frequency, such as $750 per month and at least two days of service per week.
Section 3: Customer Experience
Pre-Meeting Preparation Use the customer list from Section 2.
Discussion Identify and enhance actions during each phase of the customer experience, from initial connection to renewal. Segment customers by size and importance, like Tier 1 for over $10k per month, Tier 2 for $5k-$10k per month, and Tier 3 for under $5k per month. Establish service levels for each segment, including site visits, meetings, and inspections. Discuss methods for gathering and using feedback to improve service delivery.
Section 4: Team Member Experience
Pre-Meeting Preparation Gather data on turnover, length of service, and other relevant team member information.
Discussion Identify actions to enhance the team member experience during each phase, from recruitment to departure. Define responsibilities for each position within your organization, such as cleaner, team lead, manager, and director. Explore methods for gathering feedback from team members and using this information to improve their experience.
Section 5: Organizational Structure
Pre-Meeting Preparation Draw your existing organizational chart, including the names of leaders in each position.
Discussion Evaluate whether leaders are in the right positions and discuss any necessary changes. Share your vision for the ideal organizational structure, including key functions like customer experience, team member experience, and administrative services. Discuss potential new positions for the upcoming year and identify possible candidates from within your team.
Section 6: Technology Needs
Pre-Meeting Preparation Prepare a list of current systems, such as accounting software and CRM.
Discussion Evaluate your current systems, identifying areas for improvement or enhancement. Discuss any additional strategic items related to technology that may impact your business operations.
Section 7: Wrap-Up
Review the outcomes of each section, confirm performance metrics, assign reporting responsibilities, and establish a timeline for budget creation and approval. This comprehensive planning will set a clear path for your janitorial business’s growth and success.
