3 Steps That Will Improve Your Domestic Staff’s Quality Of Service

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The rise in low cadre staff employment in Nigeria cut across domestic purposes and an indispensable requirement for business growth. Despite the impact of changing technology on everyday life, which gave rise to the use of washing machines, lawn mowers, vacuum cleaners, dish washers, vegetable cutters, high powered yam pounder and blenders, remote controlled gates and indeed many other appliances that can possibly shave hours off time spent doing house chores, the need for house helps like nannies, maids, cleaners, and security guards has in no way diminished.

Shop assistants are also an integral part of a business as their activity (or inactivity) can impact the business owner’s rate of returns on investment.

Most employers, if not all, would do anything to avoid the nasty, unwanted sessions of high tension drama that usually occurs between employers and low cadre staff. There are no hard and fast rules on this one, other than to remember that low cadre or not, a domestic paid job is a job like any other. Employers need to start taking the following important steps right from the very start in order to avoid or reduce, to a considerable level, unhealthy disputes which could in turn affect the quality of work, the safety of the home and the well-being of one’s business.

Rule 1: Communicate That “Terms and Conditions Apply”

Just like with other professionals – doctors, butchers, teachers, nurses, etc. DISCUSS THE RULES FIRST with your low cadre staff. This may seem like going overboard with recruiting for this category, but it is best for everyone involved. If they are live-in staff, let them know what they are permitted to do, eat, wear around the house, and all of that. If they do not live with you, agree on terms for lateness or absenteeism, and commensurate penalties (like deductions in pay), how best you wish to be communicated with in the event they have to be away or late, and every other detail you foresee may spark flames in their line of duty.

There are known cases of low cadre staff that make ridiculous demands, such as large loans from their employers. Let your staff know from onset the terms by which they can get a loan, if any, and on what conditions. This may include providing a guarantor, possible monthly deductions from their pay, and any other term you choose to go with. Click here to find the story of a houseboy who stabbed his employer to death because she refused giving him an upfront of his monthly payment.

Rule 2: Communicate Your Expectations

A household or business will function more smoothly when specific expectations are laid out. Once those expectations are laid out, it is easier to get the best out of any staff. Assuming that someone will read your mind and intuitively know what needs to be done is a recipe for frustration and disappointment.

Discuss chores and job routines, timelines and let them know the things that are most important to you. If you value the kids being fed in good time over washed and pressed laundry, make it a point to tell them that. If as an employer, you place a high value on your customers’ continued patronage; let shop assistants know that it is unacceptable for them to raise their voice with a customer over anything (except if it is an attempt at stealing from the store, of course). Lay emphasis on the importance of giving customers a memorable experience by being courteous and helpful all the time.

Rule 3: Communicate Performance Through Periodic Work Appraisal

An effective, periodic work appraisal may not only address behavior and work-quality problems, it can also motivate an employee to be better at what he/she is expected to do. This appraisal should be used as an opportunity to describe the criteria on which performance is judged, using meaningful and relevant examples. This ensures that the employee leaves the meeting with a better understanding of how to best perform on the job. For example, “Chima, when I say you need to be more customer-focused, what I mean is that it is important you greet customers with a smile when they enter the store, and ask how you can help.”

The KYS (Know Your Staff) app incorporates features like the negative/positive awards and badges to help employers carry out periodic job appraisals of their low cadre staff. The awards and badges feature allows  employers rate their staff periodically based on quality service, excellent performance, appearance, diligence, bravery, self-control and other exceptional behavior and otherwise. This appraisal is uploaded to a central database and makes up the work history of the staff, which can be called up by other employers when he/she leaves the current employment. Click here to hear from the team that developed KYS App.

The App is free and the Android version is now available for download on Android play store via https://goo.gl/tdO6fK

IOS users can access the web portal via https://login.kys.com.ng/Account/Login. Please note that currently only the web portal is available for IOS users. The IOS app will be available very shortly. You may, however, visit http://www.kys.com.ng/ios.html to register to have the download link sent to you when it is available.

Cooks, house maids, nannies, drivers, security guards and shop assistants will shun bad behavior when they realize that such appraisals ends up in the records; making up their work history.

All said, treat your staff with respect and fulfill your part of the deal by paying them as at when due.

For more information please contact us on: www.kys.com.ng

Email: info@kys.com.ng Tel: +234 81 87402234

Subscribe to KYS YouTube Channel: https://www.youtube.com/channel/UCMhdd6XWvVX8KGCGnBFsGtg

Please drop other points you feel we missed in the comments box below.


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