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CONTENTS
T1.1 INTRODUCTION AND OVERVIEW
T1.5 MANAGING CUSTOMER INTERACTION
T1.1 INTRODUCTION AND OVERVIEW
General
This training document covers the important tasks that need to be understood and applied by independent contractors in order to become part of the Fenix Team and to behave in a way that is appropriate to the successful future of the business. It forms part of the initial training which introduces new staff to Fenix.
Where this document is the Fenix single source of truth it will be so stated, otherwise appropriate reference(s) will be provided.
Overview of Fenix Training
Training Parts 1, 2 and 3 will be covered in detail during the face-to-face training day. Training Parts 3 and 4 will require considerable addition work to be carried out by each IC in their own time.
To successfully complete this document and receive recognition accordingly, a small quiz will need to be completed at the end of the training item. In addition, a practical demonstration of certain attitudes and behaviours as well as face to face question and answer session(s) may also form part of the assessment.
Overview of Training Part 1 – Fenix Ethics & Behaviour
Fenix training comprises four main sections, as shown in the figure below. This part, Part 1 – Fenix Ethics and Behaviour is intended to define the way in which an IC is expected to carry out their Fenix-related duties, behave towards Fenix management and other Fenix team members and most importantly, how they act towards our customers and clients.
Terminology Used in this Part
| Term | Meaning |
| AM | Administration manager |
| Cleaning Company | An organisation which provides cleaning services to customers |
| Client | A customer with whom Fenix has an ongoing mutually rewarding relationship |
| Customer | An end-user (individual or organisation) that employs the services of a cleaning company |
| Fenix | Fenix Property Solutions Pty Ltd ATF The Fenix Unit Trust TA Fenix Melbourne AKA Fenix |
| IC | A Fenix staff member who has executed an Independent Contractor Agreement, is working for Fenix under the x% arrangement and has supplied an ABN and other legal requirements |
| ICA | Independent Contractor Agreement |
| Job | A job is an agreed contract of work between a customer or client and a cleaning company |
| Service | A service provides benefit to a user because it adds value to the user in an intangible way, such as teaching someone thus increasing their knowledge or assisting them manage and improve their legal, financial, or medical situation |
| SM8 | Service Mate is Fenix’ operation support system (OSS) which is used primarily for quoting, invoicing, scheduling and asset management |
| Staff | A person who works for Fenix including employees, independent contractors, owners and anyone else who exchanges their sills and time for income |
| Tools | Any physical item that is used to achieve a goal but is not consumed during this process can be defined as a tool |
Table 1 – Terminology
T1.2 TRAINING TIMETABLE
There are three parts to the Fenix IC training programme. They are:
- The first part is face to face for one day
- The second part is self-paced learning and associated quizzes which are expected to be completed within two weeks from the end of the face to face training day
- The third part is the practical demonstration of certain attitudes and behaviours as well as random face to face question and answer session(s)
These three parts can be seen represented in Figures 1 and 2 above. The face to face training day is broken down further into three section.
The first section will be presented by Glen (Managing Director) and will comprise six topics designed to imbue in the participants with the Fenix way. This is done by:
- Addressing an overview of the training
- Defining the associated timetable for the training
- The Fenix uniform policy
- Getting to know Fenix in regard to expected behaviours, team work, customer focus, quality focus
- How to manage your dealings with a Fenix customer or client to achieve the most profitable outcome for Fenix (and the IC) while achieving the most satisfying and rewarding outcome for our customer or client
- The definition of the types of jobs done for Fenix customers
The second section will be presented by Colin (Administration Manager) and will comprise six very important topic, namely:
- A description of how ICs at Fenix advise of their ongoing availability
- The coloured belt system which defines an ICs capability and readiness for certain types of jobs and their level of financial reward
- The IC Inventory which is a definition of what tools and equipment an IC has in their possession which should match their assigned belt level
- The use of Service Mate (SM8), Fenix’ Operations Support System – poor use of SM8 can cause an ongoing tension which usually doesn’t end well
- The IC Invoicing procedure which if properly understood and done well will save everyone a lot of time and frustration
- Finally, an introduction to the Fenix website including the blog and training sections
The third section, based on T3 Basic Cleaning, will be presented by Juan (Operations Supervisor) and will comprise five critical topic, namely:
- Basic cleaning is a very detailed explanation of how to use tools, products and techniques to get consistently high-quality outcomes while doing so in a timeframe that allows the IC to make a fair and reasonable profit
- Workplace health and safety intended to keep you safe which working on Fenix jobs
- The On-the-Job Training Form and how it will be completed and what completing it well means for Fenix and the IC
- This is an extension of the Use of SM8 topic completed in Section 2 and mentioned above. It is how to set up your iPhone so SM8 may be used to best effect by the IC and Fenix
- This is also an extension of the Use of SM8 topic. It is how to use your iPhone to take payments at a customer’s premise, after the job. This is a common requirement so should be an automatic response.
After successful completion of the face to face training as well as the self-paced elements of T1 Ethics and Behaviour, T2 Administration and T3 Basic Cleaning an IC is eligible for promotion to the level of white belt.
Successful completion of self-paced learning element T4 Advanced Cleaning, which as the name suggests addresses more complex and specialist cleaning jobs, qualifies an IC to progress from a white belt to a yellow belt.
It should be noted that advancement through the belt structure (hence increasing rewards) is a bidirectional process. Should an IC demonstrate ongoing sub-par performance they may be demoted in the belt structure (hence decreasing rewards). This situation may result in the IC being request to redo some or all of the training programme.
T1.3 DOCUMENTATION
Important Fenix Documentation
In this brief lesson, by way of introduction to this part of the training, we look at some of the important documents you will need to be familiar with at Fenix.
Job Description
The document called Job Description Cleaner was originally developed for cleaning staff employed by Fenix but it also highly relevant as a basis of understanding of the role of an IC.
The most relevant duties are shown below:
- Undertake training as required
- Perform cleaning duties, as required
- Report any on-the-job problems to the Operations Supervisor (OS) immediately
- Maintain a working knowledge of, and comply with:
- Information documents
- Procedural documents
- Training documents
- Brochures
- Templates
- Forms
- Behave consistently with all aspects of the IC Agreement, especially in regard to legal compliance
- Consistent use of Service Mate (SM8), as defined in T2 – Administration
- Wash, clean and maintain cleaning equipment as per the Contractor Inventory – refer to T2 Administration
- Wash, clean and maintain your work vehicle(s), inside and out
The behaviours will be touched on throughout the training but a summary of the expected behaviour of those working under the Fenix banner:
- Respond asap to text scheduling messages from your Supervisor
- Respond asap to text or phone calls from your Supervisor
- Be on time for meetings, jobs and appointments as scheduled
- Do not use you mobile while at work, except in an emergency or responding to your Supervisor
- Cooperate with other Fenix employees and ICs
- Be respectful while at a customer site e.g., do not play music, do not use of ear plugs, do not smoke, do not engage in discussions with other cleaners, do not engage in lengthy chats with the customer, do not take unapproved breaks
- Always address customers in a very polite manner
- Always clean in a thorough manner of which both yourself and Fenix can be proud, and the customer pleased
For more details refer to A1 Agreements and JDs
IC Agreement
As a trainee, you would have already recently signed an Independent Contractor Agreement (ICA) so we won’t spend time going through it again now. We recommended the following:
- Check the ICA out from time to time to keep the contents fresh in your mind
- We expect to reissue the ICA from time to time, when you receive an email copy, please familiarise yourself with any changes then store appropriately
- Although it is not done yet due to lack of Fenix resources, we expect in the future to have a resigning of the ICA on an annual basis at the same time we conduct an annual review of legal compliance as defined in the ICA
For more details refer to A1 Agreements and JDs
Forms
At the time of writing, there are only two pertinent Fenix form, one you have already completed and submitted is the Staff Details Form. The other, IC On-the-job Training Form, which is a subject covered in training part T3 Basic Cleaning and a reference will be provided at that time.
For more details refer to A4 Forms and Templates
Policies
The following three documents are the Fenix policies which are relevant to the IC body of knowledge:
- Uniform Policy – as he name implies this document defines what is acceptable or otherwise, to be worn while carrying out a Fenix job – the Fenix uniform policy will be discussed in the next lesson
- Contractor Inventory Policy – defines what tools, equipment and products are required by an IC for the level of belt they are operating at – this is covered in detail in Training Part 2 – T2 Administration, in the lesson Contractor Inventory
- Commercial Terms and Conditions Policy – this defines the terms and conditions that are provided to the customer in ever formal quote provided by Fenix – it is recommended that all ICs are familiar with these T’s and C’s, and can able to explain to a customer the mean of each clause – for more details refer to A5 Policies and Procedures
Information Documentation
With the exception of the documents entitled:
- Use of SM8 which we deal with at length in Training Part 2, T2 Administration
- Getting to Know Fenix which will be dealt with at length later in this part of the training, T1 Ethics and Behaviour
- Managing Customer Interaction which will be dealt with at length later in this part of the training
- Job Types which will also be dealt with at length later in this part of the training
- Workplace Health and Safety which we deal with at length in Training Part 3, T3 Basic Cleaning
the following document are recommended for your private study, they may all be found at A3 Info Documents
Fenix Information Document:
- Fenix Brand
- Market Segments
- Service Definitions
- Upselling and Cross-selling
Brochures
Fenix have a slowly increasing catalogue of brochures that have been developed for our customers. It is highly recommended that all ICs become very familiar with these documents for two main reasons. Firstly, so that you will recognise opportunities at which to provide a brochure to a customer or at least send a request to admin@fenix… so that admin can forward a particular brochure to a particular customer. Secondly, so you will be able to answer any questions a customer may ask, convincingly and accurately, about one of our services which they saw in a brochure. At the time of writing Fenix have the following brochures:
- Mould
- Presales Bundles
- Seasonal Clean
- Steam Cleaning
For more details refer to A2 Marketing Material
Customer Information Documents
The following document written specifically for our customers, especially sales agents and property managers. However, they are highly recommended for your private study, the following document are recommended for your private study, they may all be found at A3 Info Documents
Fenix Customer Information Documents include:
- Pricing 2024/25
- Certificate of Currency Work Cover Insurance
- Certificate of Currency Public Liability Insurance
The latter two are often asked for each year from many of our agencies as proof we have the insurance coverage upon which they insist.
Procedures
There are two procedures which are mandatory reading, they are:
- Contractor Invoicing Procedure covered in detail in Training Part 2, T2 Administration
- iPhone Payment Procedure covered in detail in Training Part 3, T3 Basic Cleaning
Templates
There is only one templates which are mandatory reading, it is:
- Contractor Invoicing Template covered in detail in Training Part 2, T2 Administration – please note the Contractor Invoicing Procedure and the Contractor Invoicing Template are two separate documents that go hand in hand
T1.4 UNIFORM POLICY
This topic is intended to explain the requirements of Fenix in relationship to our brand which is on display with everything you do that creates an impression, not in the least is with the impression you create with the way you present yourself.
For more details refer to Uniform Policy
T1.5 GETTING TO KNOW FENIX
Culture in the workplace is created by the shared values, beliefs, attitudes and behaviours of ICs and the managers of Fenix. It’s considered by Fenix to be vitally important to find people who work well and thrive within our culture. While the skills, experience and qualifications of an IC matters a great deal, finding ICs that align with our values and culture is crucial.
When an IC is not a good cultural fit, they feel like a square peg in a round hole. An uneasy cultural fit means the IC has a level of uncertainty, unpredictability and discomfort, and that doesn’t bode well for the individual or the organisation.
This is an important document designed to provide a sense of the culture within Fenix and the attitude we want to engender between ICs and management and between ICs and other ICs.
For more details refer to A3 Info Documents
T1.5 MANAGING CUSTOMER INTERACTION
Managing customer interaction effectively and professionally is one of the most important skills a person working in the service industry can possess. It begins with first impressions, such as the comfort of brand recognition, punctuality, dress and general behaviour.
Even in situations where the customer is not fully on the same page, a person with sound customer management skills will prevent the situation from escalating and even turn the situation into a positive customer experience.
This is an important document designed to discuss areas which can make a tangible benefit when dealing with a customer, happy or otherwise. It provides suggestions for dealing with a customer through all phases of a job, from keeping the customer informed if you’re running late, to introducing yourself on arrival to taking payment after the job. Of course taking good care of the customers property is also a very good idea.
For more details refer to A3 Info Documents
T1.6 JOB TYPES
There are a number of different jobs performed by Fenix ICs. This document defines each type of clean and the types of activities that may be expected in each one.
It is important to understand these differences to firstly, prevent disappointment to our customer who has certainly got their own expectations and secondly, to prevent the IC from erroneously working harder and longer than is necessary to achieve the requirements of a particular clean. A simple example would be the windows in a vacate clean versus the windows in a presale clean where the presale could be as much as 10 times as costly with commensurate customer expectation when compared to a vacate clean.
For more details refer to A3 Info Documents
