Their company tagline reads “A maid service worth talking about,” but even that seems to be an understatement when speaking of Two Maids & a Mop in Winston-Salem. Far beyond shiny surfaces and pristine countertops, this is a business that defines the term “labor of love.”
For owners Todd and Crystal Scott, who purchased the professional residential cleaning franchise in June 2018 and officially opened that August, there are many sides to their business. Their growing family – and a quest for more quality time to spend with them – had sent the two in a new direction, and finding this franchise opportunity was absolute perfect timing. It’s easy to feel their pride in both their business plan, and their loyal employees.
“I knew I could not sell something that I would not use myself,” says Crystal. “I hired cleaning services in the past that did a great job in the beginning, but it always seemed like you needed to replace them after a couple of months.”
The Scotts were drawn to the company’s established “Pay on Performance” strategy, and feel it’s a comfortable way for customers to let their cleaners know what is important to them, and if they are lacking in a certain area. Each cleaning visit is rated on a scale of 1 to 10.
“I think it’s common in this field for customers to cancel a service without the company owner having any idea there is a problem,” says Crystal. “Pay on Performance gives them an opportunity to let us know if we need to work harder to meet their expectations. It also gives my employees a sense of control – almost like they are owners themselves – in that the harder they work, the more money they make. It is hard in this business to feel like you are moving up, and it’s easy to become stagnant in your job. When you know your customer determines the amount of commission you receive, it’s easier to do a good job and develop a relationship with them.”
The staff never sees feedback as complaints and encourages customers to reach out via text, email, or through their company surveys. Keeping that client relationship strong is reminiscent of the true family feel among the staff at Two Maids & a Mop. As family, Crystal, Todd, and their team had the opportunity during this past year to rally around one employee, Beth Reeves, whose husband, Don, has been undergoing cancer treatments. As his illness intensified, Beth has often been out two or three days a week to care for him, and both Crystal and Todd have stepped in as needed to fill Beth’s scheduled cleanings. Throughout her own personal ordeal, Beth has remained a dedicated employee, and as part of her duties, does cleanings for customers who are referred to the business through Cleaning for a Reason. As a partner with this vital non-profit organization, Two Maids & a Mop provides two free cleanings to people undergoing cancer treatment.
“It has really opened my eyes to what cancer not only does to families, but also to employers,” says Crystal. “I understand the toll it takes on businesses, but I also understand the family difficulties. We have made a pact here to do everything we can to cover Beth so she can spend this time with her husband.”
Being partnered with Cleaning for a Reason has been a constant reminder to Crystal that life can change in a second, and that regular screenings are vital to your health.
“Our first Cleaning for a Reason patient, Charlene Richey, (who passed away this year from breast cancer) motivated me to get my own mammogram and keep up with regular screenings,” says Crystal “It is an opportunity for us to give back to those in need because we never know when we will be one of those people.”
Crystal is proud to say customer satisfaction is their number one motivator, and a positive review from a client can be very rewarding. It shows appreciation for a job well done, which is wonderful encouragement.
“Sometimes compliments are worth more than money, and can have a huge impact on not just someone’s job, but their life as a whole,” she says. “I tell my team we accept both compliments and criticism — and it takes both to grow!”
For a free quote, reach Two Maids & a Mop at 336-448-4640, or visit them online at twomaidswinstonsalem.com to see their cleaning packages. Mention their ad in Forsyth Woman and receive a discount! Office is located at 3909 Westpoint Blvd., Suite A, in Winston-Salem. Also, visit cleaningforareason.org for more information on their services.