By Jerri Stroud, BBB Editor
Amber Miller started cleaning houses on her own in 2007, while her husband, Kurt Miller, worked as an engineer.
With a little advertising and a lot of hard work, Wall 2 Wall Cleaning began to grow, and Kurt decided he’d try window cleaning. Along the way, the pair began developing policies and procedures designed to ensure quality and consistency in their services.
The company’s mission is “to provide the best cleaning experience possible at the best price achievable by using the best technology, communication and training conceivable.”
“We’re big on policies and procedures,” Kurt Miller said. The maid service manual is 85 pages, covering everything from hiring and training to job descriptions and customer satisfaction. The outside cleaning services manual is 119 pages. All were developed in collaboration with managers of each side of the business – indoor and outdoor cleaning.
“The main reason we have standard operating procedures is because we would like all of the work performed by each team to be completed in the same way with the same efficiency every time,” Miller said. He added that he “didn’t want to be the one doing all the work. I wanted to build a company that runs on its own.”
The procedure manuals guide him and Amber, their managers and office staff as well as cleaning employees.
“You need a turnkey reference for employees,” he said. At the same time, the procedures are subject to revision as he, Amber and their managers see the need for changes.
Wall 2 Wall Cleaning is really two businesses run side by side. Kurt focuses on outdoor services, which include window cleaning, gutter and roof cleaning, power-washing and holiday lighting. Amber focuses on maid service. That keeps peace in their marriage as well as at work. Together, they employ 30 people, with maid service employees working year-round and outdoor cleaners employed seasonally from early March through mid-December.
Wall 2 Wall currently offers cleaning services in all of St. Charles County as well as portions of southern and western St. Louis County from an office in O’Fallon, Mo. By the end of next year, the Millers plan to open a St. Louis County office to better serve that area.
Each customer gets a survey after each service, which helps the company assure quality and improve its service. The Millers also stress maintaining good communications, responding to phone calls within an hour and to emails promptly. Quality checks take place regularly.
Wall 2 Wall trains all employees in-house, assigning new employees to work with an established team with skills taught in monthly increments. Employees earn small raises as their training and experience progress.
Miller said that rather than assign a two-person workload to an experienced employee and a trainee, he will either assign a one-person workload or add the trainee to a two-person team. That way, an experienced employee can supervise the trainee to make sure they’re doing the job correctly.
Wall 2 Wall Cleaning offers discounts to customers who sign up for more than one service as a way to build loyalty and reward return customers.
“We’re an easy company to deal with,” Miller said, adding that the company values its reputation and its brand. “Once a customer realizes they can trust us they use us for all their cleaning needs.”
Miller also believes in giving back to the community. The firm has a program called “Cleaning for a Reason” that provides free house cleaning to two cancer patients a month.
Wall 2 Wall Cleaning Services LLC, 3408 East Terra Lane, O’Fallon, Mo. 63366
Owners: Kurt and Amber Miller
Mission Statement: “To provide the best cleaning experience possible at the best price achievable by using the best tecnology, communication and training conceivable.”
BBB prepares profiles of BBB Accredited Businesses and BBB Accredited Charities as part of its TORCH Awards process. Wall 2 Wall Cleaning is a winner of the BBB St. Louis TORCH Awards. To sign up for the event, click here.