Always Be Professional

&

Welcome To

ECM&G Cleaning Service!

We Specialize in Residential&

Commercial Cleaning!

Employee Handbook

11634 FM 2011 E Henderson, TX 75652 * 903-643-3661 office * 903-452-0882 cellejsparks47@aol.com

Evelyn J. Sparks, Proprietorecmgcleaningservice.com

Table of Contents

Receptionist Responsibilitie s ..............................................................................2Telephone Etiquette..................................................................... ................................3Phone Scenarios………………………………………………………………………...................................3 Residential Caller to Order One Day Service………………………..................................3 Commercial Caller to Clean Offices........................................................................4 Commercial Caller Requesting a Bid For Small Shop .............................................4 Residential Caller For Contract On Home Cleaning................................................5 Commercial Caller for Contract on Cleaning a Bank...............................................6

Philosophy .....................................................................................................................6

General Company Practices....................................................................................7 Our Commitment to You........................................................................................7 Your Commitment to ECM&G Service ...................................................................7 Equal Opportunity Statement ...............................................................................7 Productive Work Environment...............................................................................7 Workplace Violence ...............................................................................................7 No Weapons Policy.................................................................................................7 Quality Workmanship.............................................................................................7

Policies and Rules........................................................................................................8 Orientation Period & Performance Review............................................................8 Reporting Absences................................................................................................8 Attendance Policy...................................................................................................8 Breaks and Lunch...................................................................................................8 Dress Code............................................................................................................. 8 Drug, Alcohol, & Tobacco Policy.............................................................................8 Solicitation and Distribution Policy.........................................................................8 Personal Telephone Calls.......................................................................................8

Wage Information.......................................................................................................9 Pay Period.............................................................................................................. 9 Overtime Pay..........................................................................................................9 Bereavement..........................................................................................................9 Jury Duty................................................................................................................ 9

Vacation, Holidays, Other Benefits...................................................................................9 Vacation................................................................................................................. 9 Holidays..................................................................................................................9 401k......................................................................................................................10

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THE RECEPTIONIST RESPONSIBILITIES Hours of operation – 8 a.m. to 5:00 p.m.

o One (1) hour luncho Overtime as neededo Salary position

Schedule appointments according to time slots Notify management of all appointments as soon as possible during that

day. Make sure the Reception desk is never unattended during hours of work. Good Housekeeping; the Reception area must be neat and clean at all

time. Welcome every client with a smile and handshake, if handshaking is

appropriate. Answering calls

Answer the phone by the second (2nd) ring. Identify yourself, the name of the company in a friendly and

professional manner. Be prepared to take messages. Take accurate messages.

Taking messages should include:o The caller’s nameo A call back number just in case the phones call

drops/disconnecto The reason for the caller’s callo The person’s name the caller wishes to speak witho Time of call

Give accurate information to the caller.

Extensive training is available if needed in multiple phone lines calls.

Schedule appointments according to time slotso An open slot calendar will be provided.o Verify all appointments with caller by repeating their name,

contact number, date, time, and purpose of the call.o It is your responsibility to up keep the calendar.

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Phone Training available!

Notify management, by email if urgent and /or put in manager’s message box ASAP, of all appointments the day appointments were made.

Make sure the Reception desk is attended at all time

Good Housekeeping, the Reception area must be neat and clutter free at all time.

TELEPHONE ETIQUETTE Once again answer your phone preferable by the second ring. Identify yourself and the company you work for. Use the caller’s name as you talk with them. Never interrupt the caller. Before putting caller on hold, ask it is okay to do so. Thank the caller for holding. Inform the caller you are transferring their call before you transfer. Inform the caller who you are transferring the call to and once again thank the caller for

calling.

Thank every caller for calling at end of every call.

Personal Telephone Calls and Internet UsagePlease notify family and friends to only call you, at work, in the case of an emergency. You may make or receive personal calls on your lunch and breaks. Internet usage for business related work only.

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No Cell Phone usage during working hours.

PHONE SCENARIOS1. A Residential Caller to Order One Day Service

R: Hello, this is Evelyn Sparks at ECM&G Cleaning Service. How may I help you?

C: I’m looking for someone to clean my home this coming Saturday because I’m having the President of Kilgore College for dinner and my home needs a thorough cleaning.

R: Yes ma’am, you’ve called the right place. When can a representative come by to see all that needs to be done?

C: Well, just tell me approximately what it will cost.

R: I’m sorry; I’m not able to give you an estimate at this time because each cleaning is different. It depends on what the job entails. Will Tuesday at noon be good for you or will Wednesday at 1 p.m. be better?

C: Wednesday at 1 p.m.

R: Okay, now I will need your name, address, and a day time contact number.

C: My name is Mary Lewis and my day number is 938-231-5099. My address is 123 15 th Lewis Lane, Longview, TX 75601.

R: Okay, Ms. Mary Lewis, your contact number is 938-231-5099 and your address is 123 15 th Lewis Lane, Longview TX, is that correct?

C: Yes

R: The ECM&G Cleaning Service representative will contact you on Tuesday to verify your appointment. Is there anything else I can do for you?

C: No, not at this time.R: Thank you for calling ECM&G Cleaning Service and have a blessed day.

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2. A Commercial Caller to Clean the Offices

R: Hello, this is Evelyn Sparks at ECM&G Cleaning Service. How may I help you?

C: This is Mr. Smith, HR manager at STEMCO Manufacture on Industrial BLVD in Longview, Texas and we’re seeking bids on the cleaning of our inner offices.

R: Well Sir, you’ve called the right place. A representative will need to survey the inner offices and we’ll be able to work up a bid for you. Will Tuesday morning at 8 a.m. be good for you or will Wednesday at 10 a.m. be better?

C: Tuesday at 9 a.m. will work better.

R: Okay, that time is available and I will schedule an ECM&G Cleaning Service representative to visit your work site to see what’s entailed in the cleaning. The representative will call you, Mr. Smith at 938-877-6040 on Industrial BLVD in Longview a day in advance to verify date, place, & time. Do you have any questions?

C: No questions, but calls me on my cell phone number 903-123-3455.

R: Ok Mr. Smith, we’ll call you at 903-123-3455 the day before, and we look forward to doing business with your company; have blessed day.

3. A Commercial Caller Requesting a Bid R: Hello, this is Evelyn Sparks at ECM&G Cleaning Service. How may I help you?

C: We need a bid on how much it will cost to clean our small mom and pop shop.

R: Well sir, you’ve called the right place. I just need to gather a little information from you. What is your name, the name of your shop, and may I have a daytime contact number?

C: My name is John Mark; the name of our company is “Ma & Paw Dough Nut Shop.” My cell phone number is 589-589-4988.

R: Mr. Mark, I’ll repeat the information you gave me; the name of your business is Ma & Pa Dough Nut Shop and your contact number is 589-589-4988, is that correct?

C: Yes

R: We will need to visit your shop to see what is involved in the cleaning. Will Thursday morning at 8 a.m. be good for you or will Friday at 10 a.m. be better?

C: Neither of those days is good for me.

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R: I understand, what about Tuesday at 2 p.m.?

C: Okay, that’ll work.

R: An ECM&G Cleaning Service representative will contact you the day before the appointment to verify your date, time, and get directions. Okay

C: Okay

R: Do you have any questions?

C: No, not at this moment.

R: Well, thank you Mr. Smith for calling ECM&G Cleaning Service, we look forward to doing business with

you and have a blessed day.

4. A Residential Caller For Contract On Home Cleaning R: Thank you for calling ECM&G Cleaning Service, this is Evelyn Sparks speaking how may I help you?

C: My name is Roy Ferguson and we’re looking for someone to clean our home on a regular basis. How much do you charge?

R: Mr. Ferguson, in order for us to give you a cost for the cleaning a representative will need to survey your home first. Will Wednesday at 3 p.m. work for you and if not we have an opening for Friday at 11:30 a.m.?

C: Friday at 11:30 a.m. will be fine.

R: OK great, I will need a little information from you such as a contact number and your address.

C: My cell phone number is 903-989-7777 and the home address is 310 Ferguson St., Longview, TX 78886.

R: Mr. Ferguson your contact number is 903-989-7777 and your address is 310 Ferguson St., Longview, TX 78886, is that correct?

C: That’s correct, but will there be a charge for the representative to come out.

R: No charge, are there any more questions?

C: No, not at this time.

R: Thank you Mr. Ferguson for calling ECM&G Cleaning Service, we’re looking forward to meeting you, and you have a blessed day.

5. Commercial Caller for Contract on Cleaning a Bank R: You have reached ECM&G Cleaning Service, this is Evelyn Sparks speaking how may I help you?

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C: My name is Mr. Howard Baker at Longview Bank and Trust. We are looking for competitive cleaning bids on cleaning the bank after hours. Someone that is trustworthy, dutiful, discreet, and bonded.

R: Yes sir, you’ve called the right place. I need to get a little information from you. Okay?

C: What kind of information.

R: Your bank address and a contact number.

C: The bank is located on the corner of Fredonia and Center Street; the contact number is 903-978-5666 and that’s my personal number.

R: Ok, I know where that is and your personal number is 903-978-5666, correct?

C: Yes.

R: Next, we will need to set a time for an ECM&G Cleaning Service representative to visit the bank to see what is involved in the cleaning of the building. Will this Monday around 9 a.m. be a good time to meet or will Tuesday at 11 a.m. be better?

C: Monday is okay.

R: Good, an ECM&G Cleaning Service representative will contact you on Friday, November 1st to verify the date and time for the meeting on Monday November 4, okay?

C: Yes.

R: Sir, do you have any questions?

C: No.

R: Mr. Baker, thank you for calling ECM&G Cleaning Service. We’re looking forward to doing business with your bank and have a blessed day.

PHILOSOPHYOur key goal at ECM&G Cleaning Service is to provide customers with professional and quality service. Employee’s dedication to Safety, Housekeeping, Self-management, and Client Satisfaction in all that we do is necessary to meet this goal. We work together for a better tomorrow.

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GENERAL COMPANY PRACTICESOur Commitment to You

Trust Safe working conditions Fair policies, rules, and treatment Open Communication Cooperation Consistent Leadership

Your Commitment to ECM&G Cleaning Service Trust One hundred percent (100%) effort during working hours. Prefect attendance. Compliance with policies, rules & regulations Maintain a professional attitude at all time. Be Cooperative. Good Housekeeping. Work whenever overtime is needed to service the customer. If you have a problem with a customer, and it can’t be resolved, please contact

management ASAP. Never get into an altercation with a client. Take care of our clients.

Equal Opportunity StatementAn applicant employment will be non-discriminatory with respect to race, religions, color, age, sex or national origin. Also, no applicant with a disability or a veteran shall be subject to discrimination in employment by ECM&G Cleaning Service. (Commision) In no fashion will our clients be discriminated against for items listed

above.Productive Work Environment

ECM&G Cleaning Service is a diverse service and values a professional attitude where each employee and client is treated with respect and dignity. ECM&G prohibits any form of harassment based on race, color, religion, gender, national origin, age, handicap, sexual orientation, or veteran status.

Workplace ViolenceThreats, threatening behavior, or acts of violence against our customers, visitors, or co-workers will not be tolerated. Unacceptable behavior includes acts of aggression, verbal or physical; whether this attitude is intentional or thoughtless it is unacceptable

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behavior. Employees who violate this policy will be asked to leave, or be removed from premises and will remain off premises pending an investigation.

No Weapons on Premises PolicyAll employees, employed by ECM&G Cleaning Service, are prohibited from carrying any type of weapon onto the property of our customers or this company. Failure to abide by these terms of this policy may result in discipline up to and including termination.

POLICY AND RULES Orientation Period & Performance Review

The first 90 days of employment is the probation period. You will receive additional training and please ask questions if there is something you do

not understand. During the probation period the quality of your work and disposition will be evaluated for

continued employment with ECM&G Cleaning Service.

Reporting Absences It is your responsibility to notify the ECM&G Cleaning Service’ manager

when you are unable to work due to an emergency. If you have advance knowledge that you will be absence from work let

ECM&G Service manager know as soon as possible so plans can be made to cover your work area.

Attendance PolicyIt is imperative you come to work as scheduled especially in the beginning of your employment with ECM&G Cleaning Service. If you have excessive, unexcused absences, it is a possibility you will be put on suspension. Excessive tardiness could result in you being

terminated. You must come to work as scheduled.

Breaks and LunchYou will receive an hour (1 hr.) lunch and two (2) ten (10) minute breaks with pay during your eight (8) hour work shift. Breaks and lunch shall be taken at your discretion. You must notify your manager when you are away from your work area and not able to answer calls.

Dress Code and Persona Business dress is required

o Moderate jewelry, no face and tongue piercing.o No excessive wearing of cologne or perfume.o No revealing clothing such a see thru clothing, low cuts, & extra holes.o No cleavage.o No visible tattoos.o Well-groomed.o No excessive make-up and moderate length manicured finger nails.

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Personao Good posture.o Pleasant voice, no gum chewing.o Pronounce and enunciate words correctly.o Good attitude.o Smiles are a plus, even when talking on the phone.o Have a willingness to help the clients.

Drug, Alcohol, & Tobacco Policy Being under the influence of drugs or alcohol is prohibited during working hours

and will not be tolerated. Drug abuse affects work performance, attitude, and is grounds for disciplinary

actions, including discharge. The use of all tobacco products is also prohibited on ECM&G Cleaning Service’

property and client’s property.

Solicitation and Distribution Policy Solicitation and distribution of literature on ECM&G Cleaning Service or client’s property, without permission from the companies, are prohibited.

WAGE INFORMATIONPay Period

Employees’ normal payday will be on Friday; the pay period is Monday thru Friday. The first (1st) week’s pay will be paid on the second (2nd) Friday of you start date and from then on payday is every Friday, after 12 p.m. No overtime pay for salary positions.

BereavementYou will be excused for up to three (3) days for the purpose of making arrangements and/or attending the funeral of immediate family members. Additional traveling day will be considered upon request.

Jury DutyPaid jury duty and you are required to provide documentation of your jury’s assignment and participation for Jury Duty.

VACATION, HOLIDAYS, OTHER BENEFITSVacation

One week vacation is earned after the first year of employment with ECM&G Cleaning Service; two vacation weeks after the second year. Vacation should be scheduled as far in advance as possible to guarantee you receive that time for your vacation.

Holidays Observed

(ECM&G Cleaning Service observe all national holidays)11

New Year’s DayGood FridayMemorial Day

Independence Day

Labor Day

Thanksgiving DayDay following Thanksgiving

Christmas EveChristmas DayNew Year’s Eve

ECM&G Cleaning Service Will Make Available 401K – non contribution by company (Saving Plus) Employee Retirement Income Security Act of 1974 (ERISA)

Work Cited"Claim Admistration For Tthe Plan." The retirement Plan Committee (2013): Section 2521.102-3.

Commision, The Equal Employment Opportunity. Federal Equal Employment Opportunity (EEO) Law. 21 November 2009. <http://www.eeoc.gov>.

Saving Plus. 30 June 2002. <http://www.vanguard.com>.

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