Speaker 1: 0:31

My name is Sally Croson. I'm the operations manager for Maid Brigade and we're a cleaning company, so we help families with all domestic duties and laundry in Loudoun County, western Fairfax, berryville, charlestown, west Virginia.

Speaker 2: 0:47

Wow, I love that. Yeah, tell me a little bit of a background about yourself and how you got started in this industry. I know you said you've been helping manage everything for 16 years. Tell me how that came to be.

Speaker 1: 0:58

Well, I'm originally a California girl, born and raised in California. I worked for the airlines. I was an initial flight attendant instructor for the airlines, did that for 18 years and transferred out here. And then I lost my job with the airlines so kind of long story there. But lost my job with the airlines so kind of long story there. But lost my job with the airlines, didn't know what I was going to do, what career. I was going to stay because I had two kids at home. I was debating do I continue with the airlines and be away from them, when they were already, you know, 13 years old. I didn't want to be away from them. So I just kind of took a break and decided let me see what I want to do. And May Brigade just kind of came about in my lap and didn't know anything about cleaning business. But the ad said bilingual I speak fluent Spanish, bilingual supervisor. So I thought I can do that, I love that. And then when I interviewed, they offered me the operations position.

Speaker 2: 1:58

Look at that.

Speaker 1: 1:59

So I thought, okay, I can do this. And they sent me to school, as they say, and I learned the business and learned how to clean and learn a little bit about what they're doing. And here I am, 16 years later, helping families with their domestic duties. But we're much more than that, though. We give back to our community. I've been volunteering with Habitat for Humanity for the last 14 years. I've been a board member for the last six years, and we donate all the cleanings to the houses that we dedicate to the people in the community. So I love doing that part. We also have a little I guess not a nonprofit, but we have a little finger of Mapergate that helps our community in any way. If someone is ill, if someone is going through struggling, whatever that struggle is, we come in and we clean their house for once a month for four months in a row, just to try to help them get over that hump of whatever's happening in their lives. That is amazing.

Speaker 1: 3:03

I love that you know, sometimes you know mom has a car accident or dad has a car accident and they broke their foot and they can't do much. People do a meal train and we come in and help clean the house.

Speaker 2: 3:13

That is wonderful, I love that and that helps. You know it makes.

Speaker 1: 3:15

We come in and help clean the house. That is wonderful. I love that. Sometimes people do need that. It makes you feel good when you're in a clean space. Yes, oh, big time. So we do that a lot.

Speaker 2: 3:20

So that's good referrals for us too. Yes, no. Tell me why helping the community out is so important to you guys. Talk to me about that.

Speaker 1: 3:27

You know we used to, when I came to Maid Brigade and I found out that we used to do a program called Cleaning for a Reason and that was helping women with breast cancer to clean their house, and then I thought, well, why are we limiting our services? Why are we only cleaning for someone who has breast cancer? Why not just open it up to the community? Yeah, who needs our help? So we decided we're not going to do that anymore and I know so many people in the community through networking and I thought let's just help anybody. Yeah, no Struggling with whatever it is you're struggling with, because everybody's struggle is different. So let's just help somebody. And that's usually where I get that those folks that need us to have that clean house and try to get over that hump that they're in, absolutely yeah.

Speaker 2: 4:19

I'd like to talk about marketing, because I have seen some videos online that are very like addicting to me or I'll save them and I'm just like what you need to clean this? Okay, Stop showing me this, because I did not know and I didn't know how long that has not been cleaned for. Because I did not know and I didn't know how long that has not been clean for. Do you guys have any?

Speaker 2: 4:36

videos that you're putting online as far as content for Instagram, maybe YouTube, facebook. Sharing all these tips Because I feel like there's a big niche out there for what you guys are doing and all the amazing things that goes into it.

Speaker 1: 4:48

There is, but we don't. I'm so old school I don't even have Instagram, and I know so many of my networking friends that you need to get on Instagram.

Speaker 2: 4:57

But we're not on Instagram. That's okay. Everybody's different. Every business is different. Some people are just pure word of mouth and hey, it's working for them. Some people are just pure online. Some people just prefer maybe in person. It is working for us.

Speaker 1: 5:09

I joined the chamber 16 years ago and I'm also part of B&I so that has helped grow our name. I think Maid Brigade has become a household name here in Loudoun County. Definitely people know us or they say oh, I see your cars go by, they know us in some way.

Speaker 2: 5:26

Yeah, love it. Talk to me about the team members that you have with me and what kind of people that you guys are looking for. We have the best team members.

Speaker 1: 5:33

Talk to me about that we just celebrated one of our team members 25th what uh anniversary with us oh, congratulations, this is our third person that has 25 years with us.

Speaker 1: 5:43

Wow, I know it's amazing yes, uh, I I think it's a big family. When we come in, we have a. We have a a big long hallway. When we come in from the from the back of our, we have a big long hallway. When we come in from the back of our, we have a house. Our office is an actual house, which is awesome. So they come in through the laundry room. We have a wall and we have everybody's flag that they represent their country, and then we have pictures that they submitted to us. They want us in that wall, so we're constantly changing up the pictures and we're just one big happy family as they come in.

Speaker 1: 6:16

You know, cleaning is our business, but we're also friends when we come in and we have a cat that lives in the house. I love that. Oh my gosh, I wish we had a cat here. We rent from our landlord, who happens to have a dog that hangs out with us during the day. That is cool. And that kitty and that doggy, that's just part of our family. Do they get along? They do, oh my goodness.

Speaker 1: 6:39

The dream right there, I know, I know. So we're so blessed to be able to have team members that have been around with us that long. Yeah, and what's different about our cleaning company is we send the same team to the same household. So our team members know the kids, know the pets, and for all this time, that we've been cleaning houses for.

Speaker 2: 7:00

I think that is amazing because sometimes you'll get different people wait what happened? You like kind of make you talk with them and you kind of get used to them and you know their personality and you want to work with them again. So it's kind of hard sometimes when it's like a different person In our business.

Speaker 1: 7:11

It's a revolving door, sometimes with employees, but we've been blessed that we do have new employees, but we also have employees that have been with us for a long time.

Speaker 2: 7:20

Yeah, I love that and, as a leader, why is that important to have people that have been dedicated for you guys for so long? Like, what do you think is the secret sauce for anybody who's listening out there, who has a business, and maybe they're having trouble with retention and I know it comes and goes and it's like it comes and goes.

Speaker 1: 7:38

So I think it's twofold for us as a business. That speaks volumes for us, the, the families that we clean their houses. They feel comfortable because Claudia and Ana is coming to clean their house and they've been coming for a long time and they're comfortable because they know that little. You know, let the dog out, let them back in there, here's a little treat. They know that and the dog knows them, and now that they come in they know who they are. So on the other side of the coin, I think it's also valuable for that, the team member that works for us. They know who we are. They have a steady job. They know what to expect from us. We have a mantra in our office that I started with my other manager, misty, that let's get to yes, no matter what. Let's get to yes. Whether the team member needs a day off, let's get to yes. The customer needs extra services. How can we get to yes in everything that we do? All the time, misty, the other manager, always says well, why not, why can't we do that?

Speaker 1: 8:37

I love that One of our clients is like will you be willing to clean our RV? And we're like why not? Is it sitting in your driveway? Yes, Okay, let's do it. I love it. We had another client that had an airplane. He's like will you be willing to clean my airplane? I was like is it in Loudoun County? He's like, by the way, yes, it's at Leesburg Airport, so we can go there. I love that. Why not?

Speaker 2: 8:59

Yeah, that's a great outlook to have.

Speaker 1: 9:01

We try to live our day every day. Sometimes, you know, you get that text from your doctor and say, totally forgot, I had an appointment tomorrow. The team members come in and say I need to be off early more. Well, let's make it work. How can we make it work? Yeah, I love that. So that's how we live every day, and in our business things are never the same, you know, sometimes whatever happens, a flat tire this that we just make it work.

Speaker 1: 9:30

Yeah, no. That is such a good mantra to have and it's a good positive outlook there.

Speaker 2: 9:33

It's like. Of course we can Like, why not? We can do it, make it happen. Don't sweat the small stuff. Exactly, yeah, where do you guys see yourselves in the next five years Like any room for expansion? Are you guys going to add maybe something different? Talk about that. Well, we also do laundry.

Speaker 1: 9:44

I don't know if I mentioned that earlier.

Speaker 2: 9:46

You did earlier.

Speaker 1: 9:46

yeah, okay we do laundry. A lot of our clients are Airbnb, so it works really well. We go in there, we clean, we take the dirty laundry away, we make the beds, so it's perfect for them. We also have helped first-time moms trying to get their feel for having a routine for having a baby, and we do help them with the laundry. So where I see myself is continuing to grow Berryville in that area. Yeah, maybe a satellite office, I don't know. Ooh, that would be nice, anything is possible. Yeah, of course yes.

Speaker 2: 10:20

And I know you said you've got team members About. How many team members do you guys have?

Speaker 1: 10:23

We have 16 teams and each team has two people, so 38, and then we have a couple of floater people. We have about 42 employees. Okay, wow. Counting us in the, in the, in the office. So it's me and Misty. We have an assistant who is so awesome, and then we have a person that does Norma. She's awesome. She does our laundry for us and everything else that we need her to do.

Speaker 2: 10:46

Love it and as your role, as being like, I guess, management, leadership. What is it like managing all these people, and do you have any tips for maybe any entrepreneurs who are doing it alone and trying to get help, or maybe you need help?

Speaker 1: 10:59

It's a good question, because when I first came here, I was corporate America, with the airlines being conducting business like FAA wants you to conduct business, yeah. And then I come here and it's a totally different ballgame. So I needed to learn what it is that they do every day. So, in order for me to learn, I went and cleaned houses with every single team, so I can see what they do and they can see that I can do it as well. Yeah, you know if I'm going to be saying someone hey, you know what, maybe a little bit better here. They know that I can clean. They've seen me clean because I've gone with them Many times.

Speaker 1: 11:35

They'll say I need to get off early. Will you come help me clean with me? Sure, why not? Yeah, I'll help you clean. I want to do that. Yeah, so you've got to mold yourself in. Whatever it is that you're doing in order to make it work. Yes, and if you can't do it, I can't expect our team members to do it. Yeah, I don't know how to do it either. Yeah, so I really know what they're doing. Sometimes they'll call me, send me a picture, what do I do with this, or how do I do this? Or to help me? Yeah, and I think it helps that I know what they're doing. I know what solutions are clean, I know how to do it. Use this tool instead, or whatever. Whatever's happening, yeah.

Speaker 2: 12:11

And I love that they have the confidence to be able to take a picture and be like, hey, what do I do? Like they're not like freaking out, like no, I don't want to send it to her, she's going to judge me or something.

Speaker 1: 12:18

Oh, absolutely not. We always say, if you, if there's a doubt's, make a phone call and let's figure it out together. It's not about what you did wrong, let's figure it out. How can we do it and make it work for everybody? For the client too? Absolutely, because it's affecting them as well. Yeah.

Speaker 2: 12:40

And I'm curious how was your industry during COVID? Did you guys see like it go up or did it go down?

Speaker 1: 12:46

Because I think it went down. We, within that one week that everybody and we were essential. So we continue to work, our team members continue to work. It went down. About 40% of our revenue went down because we cleaned a lot of those 50-plus communities. So those communities had their doors closed. We couldn't go in Wow, but we made it work. Communities had their doors closed. We couldn't go in Wow, so, but we made it work, we, we, we made it work and we paid, even though our team members that didn't have that much work, we made it work for everybody.

Speaker 2: 13:19

We kept everybody on staff. Wow, yeah, those were some hard times, so the fact that you were able to there were some hard times.

Speaker 1: 13:23

But you know, I think, like I said, what can we do to get busy? Exactly, we started cleaning our closets in our office because we have a house. Yeah, and I do training in the house, so it's perfect. We started cleaning closets, you know, just doing stuff that we could whatever keep us busy. Yeah, whether it was cleaning a car or whatever it was, yeah, that's a good source of time there. Yes.

Speaker 2: 13:45

Yeah, and what do you like to do outside of work? Like, what do you? What? Like, is your passion or a hobby that you have outside of work?

Speaker 1: 13:52

I'm a big homebody but I am a big canoeist. My husband and I canoe all the rivers in Loudoun County. We just had we just took a vacation where we rented a house on the canal so we can canoe every day, oh my goodness. So, yes, my kids canoe. My dog loves to canoe with us. How fun. Yes, so that's you know. You get to see Loudoun County in a different way. And it's so beautiful here on the roads, but you get on the water. Another ballgame there Totally different.

Speaker 2: 14:21

It's nice and quiet sometimes too right, it is.

Speaker 1: 14:23

Very peaceful, yeah, we'll go and canoe to an island and just have a little picnic, just enjoy, yeah, yeah. You know it's so quiet but you hear all the buzzing and the birds and the different things that are going on.

Speaker 2: 14:37

Get all the noise out of there and just center yourself for a bit, right?

Speaker 1: 14:40

Yeah, you must have a good upper body strength because I've done it once and my arm was like, oh my God, it's a lot of work, yeah, yeah, especially if you sometimes you know we don't have somebody picking us up or dropping us off, so we'll canoe against the current and then just kind of float nice back.

Speaker 2: 14:59

Yeah, oh, my goodness, wow, kudos to you for that.

Speaker 1: 15:02

It's a lot of fun.

Speaker 2: 15:03

Yeah, it's your passion, you love it. What have been some of the challenges that you guys have faced besides COVID, as a business owner, as a leader, and how did you get through it?

Speaker 1: 15:16

Let's see what challenges. I don't think there's been many. You know there's a method to our madness. We've got a standard of cleaning with that and then just the little things that come up, like the airplane, the RV. How can we do this? How can we do that? You know we also tailor the cleaning. So a lot of our empty nesters and thinking why are we cleaning your entire house? Nobody used it the last time we were here, so we can also tailor it that way. We help folks with their garage, pull everything out, put everything back in. I think the biggest challenge is just trying to accommodate everybody. Like our team members, they have kids. We start at eight and we finish by four. I want everybody to be home. Get out to the fields if your kids are playing soccer. I know I did and I miss those days. My kids are adults now but I have a young staff. They need to be at home when their kids get home. Yeah, it's important.

Speaker 2: 16:16

Yeah, see what's happening with them For sure, and I'd like to know, I guess, your background, if that's okay to ask. I know you said you're fluent in Spanish, so I'd like to know did you go to school for that Family teach you how?

Speaker 1: 16:27

I grew up speaking both languages. Both my parents my dad's from Mexico, okay, both my parents do not speak English. So I grew up speaking English and Spanish to my parents and my siblings. We spoke English. Yeah, and fortunate enough to be able to speak both languages, yeah, how cool. Yeah, I know my dad used to say always when we were growing up don't forget your language. No-transcript, that's awesome. My language has become so much fluent than I ever was before.

Speaker 2: 17:06

Yeah, do you think about your day when you were like I remember when you said that it came in handy. I loved that. Thanks for sharing that. I wanted to know. I was curious, but I didn't know if I was stepping my boundary or anything.

Speaker 1: 17:15

The employees feel comfortable as well, because I understand what they're saying, I understand what's happening and everything like that. So, there's no language barrier and everybody can communicate and even though you know, everybody's from different countries and the Spanish in different countries is different.

Speaker 2: 17:29

It's a little different.

Speaker 1: 17:30

yes, Depending where you're at. So we always giggle. They make fun of me. Sometimes they're like that's not how you say it. I'm like oh, you know what I mean? Yeah, you know exactly yeah.

Speaker 2: 17:39

Love that. And you said that you went to training like for school, and I mean some people I feel like they don't really understand what really goes into cleaning sometimes and like learning how to do it properly so things don't get damaged and so you don't leave like maybe residue, like talk to me about that stuff and the type of training you guys get.

Speaker 1: 18:00

Yes, I personally went to an office an established May Brigade office in Wisconsin, and I went to training for four days and I did the same training that I do today to my new hire employees and I learned how to clean. You know, we all know how to clean, but we learned how to clean in the Maid Brigade standard. Yeah so, and you know we use different cloths, color-coded cloths, so we're never cleaning the bathroom or the kitchen with the same tools, the same towels. So I learned how Maid Brigade wanted it done and then that was able to come back and know, understand what I'm doing with everybody and what's everybody doing so I know it too.

Speaker 1: 18:41

Yeah, no, of course I teach all the new hires here as well. Yeah.

Speaker 2: 18:46

I'd like to talk about maybe something a little bit it's not random, it's still in the same vein of your industry but has there been situations where maybe people are kind of embarrassed of maybe they have like a really big mess in their house, and how do you help them to not feel embarrassed and be like it's okay? We can help you? Because the first step is probably calling and saying hey, I'm really embarrassed, my house is really bad, like, how do you handle situations like that?

Speaker 1: 19:14

And that's one thing I say. You know, there's no judgment here. We all need to clean our houses, regardless, right? We all need help cleaning our houses, and I try to meet with the client before the team comes in to understand what it is that you're hiring me to do, because every household is different. So I try to learn about that. I also learn what's in your household, what is sentimental to you.

Speaker 1: 19:38

I'd hate to break something in our business. You can talk to any cleaning company. We're going to break something because we're cleaning it, we're moving it, we're touching it. We're going to break something. So I go ahead of time and say tell me where those things are, so I'm able to tell the team this is where this is, let's be careful with that. So no judging at our time. I think I'd rather clean a messy house than a clean house, because how can I show you the difference when you have an immaculate, clean house? It can't show you what I've done when it's so clean, even though those houses need cleaning too. But yes, that's what I try to learn when I get to a new client. So tell me what it is you need my help with.

Speaker 2: 20:18

No, I love that. Is that like an intake form, or you just call on the phone, or how does that work? No I like to show up to your house, let's walk each room and tell me.

Speaker 1: 20:27

I know what we're going to do and I'll explain. We'll do baseboards, ceiling fans, all those things that we do, but what are you looking for? Because every household is different. What are you looking for us to do for you? That's going to help.

Speaker 2: 20:38

Yeah, thank you for sharing that. Is there anything maybe that I have not touched on that? Maybe you would like to address or say or maybe there's a common misconception that I'm not aware of that you would like people to know of a common misconception that I'm not aware of, that you would like people to know of Anything about yourself or the business you know a lot of.

Speaker 1: 20:58

When I came to Maid Brigade and trying to understand the business and all that, I had a team that came in and said I don't want this house anymore. And I thought you've been cleaning this house for let me look it up six years. All of a sudden, you don't want this house. And I'm thinking let me understand why you don't want this house. And I'm thinking let me understand why you don't want this house. And they, they were said I don't want this house because this guy yells all the time. I don't want to do that anymore. And I thought okay, you know what. I'm here to support you. If something is happening, you I need to know about it. And I fixed it. I called the guy and I said your team doesn't want to clean your house anymore. And they're like why? I said because you yell. I can't have you yelling at our team members. Yeah, matt said maybe tone it down a little bit. I don't know. Maybe talk to me and I'll tell them. And he said I never knew that I yell. Oh, no one has ever said anything to me. Yeah, so I said I fixed it Go back in there and he's like he's the nicest person there is.

Speaker 1: 21:52

Sometimes it's just that communication. I think it's listening and then figuring out why it is that they're telling you that to make it better for them. And I've always said just because we're cleaning houses, it doesn't mean we're no good. Or you can yell at me or whatever's happening, 100% Let me know so I can fix it, because if I don't know, I can't fix it. Yeah, I know. And then you just kind of say I don't want this house anymore. Like let's back up a couple of steps. Yeah, let's figure out why. I think little things like that. I've made a huge difference here.

Speaker 2: 22:26

Wow, yeah, no, absolutely. Sometimes that can be a little bit like ooh, how do we solve?

Speaker 1: 22:29

this and I remember growing up, my parents not speaking the language. I was a translator, so I understand what these young families that don't speak the language are going through. I understand what these little kids are going through because I lived that with my family and sometimes you know, everywhere people are rude. Oh, you should speak English. Well, and you know, when I was looking for my second career I thought lord, direct my path where I can help people to speak the language, my language. So here I am.

Speaker 2: 23:03

I love that. Yes, I think that perspective, like with your parents, has definitely helped you so much to see, like the other side of that coin right, which I think oftentimes we can be very blind to that.

Speaker 1: 23:17

Yes, and you know, I remember an experience in the airline when I said to my class you're going to go out there and people are going to be rude, but don't let their mood change your mood. You still be that happy person. You still help that everybody. It doesn't matter what that person is doing to you, you continue to be happy, because that's what everybody in an airplane wants to see. Same thing here. I said you just go in there with a smile on your face and if something happens, just tell me about it. I can fix it for you.

Speaker 1: 23:48

I remember on an airplane we were flirting with everybody, just having a good time, and a woman said oh, where have you been? You have a really nice tan. And I said I'm lucky. My parents gave it to me. And she said ew, and no longer talked to me what on earth, you know? And I thought that's okay, that's you, not me. I'm going to continue to be nice to you. And I got her coat out. Have a nice day. I was not gonna allow that person to change my mood for the day and that's what I tell the team members here. It's okay, stay, smile, thank you, good morning, and and just let me know, what's happening?

Speaker 2: 24:28

in your day. Yeah, wow, that's a tough situation, but I like the way that you handle it. I don't know, that's definitely a superpower and a skill, because it can be a little bit like oh, but you shouldn't let that get.

Speaker 1: 24:41

It was a little shocking to me, yeah, especially when I was having everybody was having a good time. But quickly I thought it doesn't matter what you think, right, I'm okay with that.

Speaker 2: 24:50

Yeah, all right. Well, no, thank you for sharing that story. It's crazy, but there's a lesson to be said here.

Speaker 1: 24:57

I always, if it fits, I always try to tell my friends or something about it, because don't let someone change your mood. Yeah, no, you're right. Yeah, like, who are they? Like, just be yourself.

Speaker 2: 25:12

They're being ignorant. It's okay. Yeah, move on. Yeah, love it All right. My final question is going to be I know you said there's a mantra that you guys have, but do you have maybe a quote or a saying or something that somebody's told you throughout your life that has inspired you and has kept you going, that you'd like to share with our audience, just to leave a nice message?

Speaker 1: 25:27

Yes, you know my dad, we someone. When I first came to maid brigade, the manager before Misty said how come you're the way you are? Not that that has a lot, but I thank my father. My mom died when I was young, but I thank my father for always telling me to be strong, not to listen to anything anybody says and to be my own boss. He said that's one thing you need to do. You need to go to school, get an education, whatever it is you want to do, but you need to be your own boss. Yes, and it's true, and that I didn't realize what he was telling me. Then I don't think he realized what he was telling me, but it was an impact in my life that even I tell my boys don't let anybody try to sway what you think or how you feel. Yeah, you've got to be your own boss in everything that you do.

Speaker 2: 26:19

Yeah, no, I love that. And I quickly just want to go back to that where it's just like okay, that's that person. I think that's such a great. How do you say this message that your father gave you at such a young age? Because I definitely see the way that that's shaped and you're like no, you don't let that person like you're your own boss, like you're control of your own destiny and your mood. You don't let other people like shift that, no matter what they say. Like that's such a nice and strong will to have. I love that.

Speaker 1: 26:48

Yes, I'm so grateful that he said that to me and I don't know where he came to just say that to us. You know there was 10 of us. I was the youngest one and that's how he stayed with me. I always think about that when I get down or trying people are trying to sway my decision. I thought, no, no, let me step back.

Speaker 2: 27:07

Yeah, yeah, I love that Well, thank you so much for sharing that.

Speaker 1: 27:10

Thank you for having me.

Speaker 2: 27:11

Absolutely no-transcript.