Table of Contents

New Business - First Time Caller

 

IMD

This is (your first name), how may I help you?

Caller

I would like some information about your cleaning plans.

(This is the most common first statement from a caller)

IMD

I can help you with that.  Are you looking for a one-time cleaning or recurring service?

Caller

Regardless what they say, we go with the same next statement.

IMD

Let me work up an estimate for you.  It takes just a few minutes.  May I get your name, please?

IMD

Mrs./Mr. (customer last name), My name is (your first name) and I'll be your Satisfaction Manager.  That means I will be taking care of all your cleaning needs.  We'll start with pricing your cleaning plan.  That takes just a few minutes. We have lots of options and we'll go over all of them in just a few minutes.  

Once we get your plan built, we can look at dates and times to start your cleaning.  Then, we'll set up your work order notes and instructions for the cleaners.  We’ll gather all those important details about your home so we can do a great job the first time, and every time we clean your home.  It’s one of the secrets to your complete satisfaction. 

I'll also follow up with you after your cleaning to make sure you are 100% satisfied.  That's my job.

 

And if you schedule recurring service, I'll be your primary contact.  There are other Satisfaction Managers in the office that can help if I am on the phone or away from my desk, but you can always ask for me. 

Let’s get started with pricing your plan.  I’m going to ask you a series of questions and we can get through this part pretty quickly.

IMD

What is the address of the property we will be cleaning?

IMD

We price primarily on the square footage of your home and we use on line property records to get that information.   I'm heading over to the Cherokee County (or whatever) website now.   While I'm typing in your address, may I ask, "How did you hear about us?"

 IMD

Ok, (Caller's Name) I have your square footage information here.  According to XXXXX County you have …

IMD

The next question has to do with the amount of carpeting in your home.  We will do this by floor.  Don't count the kitchen and bathrooms since they seldom have carpeting.  So on your main floor do you have 0%, 25%, 50, 75 or 100% carpeting.

IMD

How about upstairs?  Not counting bathrooms.

IMD

The next series of questions have to do with the current condition of your home.  These are not problems.  They simply help us to establish how much time we need the first time we come out.

IMD

Kitchen cabinets get food spots, so which best describes your kitchen cabinets?

Caller

Some of my cabinets have spots but less than half

IMD

No problem at all.

IMD

Which of the following best describes the condition of your baseboards?  There are three of them, 

Slightly Dusty but not dirty...OR

My baseboards are dusty.  If I run a finger over the top of the baseboard dust would roll up....OR

They're dusty and dirty

IMD

Do you want to remove any rooms from your cleanings? Some customers will have us clean the entire home on the first cleaning and then remove rooms they don't use much for the recurring service.  We can always add those rooms back on, if you have the need.

IMD

We have some extra tasks that are not included in our standard service.  I will go through them quickly. 

 

We make all the beds for no additional cost....

 

 Do you want us to strip and change any of the beds?

IMD

The rest of the options go pretty fast.  Stop me if you have any interest in these options:

  • Cleaning the inside of the frig $40

  • Cleaning windows throughout the home $3.50 per window

  • Detailed Vacuuming of your couches or sofas

  • Folding Laundry

  • Or Cleaning a Screened-in Porch

Do you want to add any additional tasks?

IMD

OK, I have your prices.  Before we go over everything, let me tell you a little bit about us.

  • We are the largest maid company in Georgia, with three service centers in Kennesaw, Duluth, and Stone Mountain.  We clean over 7,000 Georgia Homes every year. 

  • Our prices are competitive and our customers are happy.

  • We earn the Angi’s list, Super Service Award, every year, with over 500 reviews. 

  • We’re recommended by TrustDale, Best Pick Reports, and Verified Home Services.

  • All our maids are Certified Professional Cleaners, by Maid Training Academy the largest maid training school in the world.

  • They’re professionals, take their job seriously, and they’re very good at cleaning

  • We also clean more.  For example, we high dust your home every time we come, including your blinds, ceiling fans, and baseboards.  Most maid companies skip those areas or rotate rooms.  We do everything on our 70 point checklist, every time we clean. 

  • Last but not least, Your complete satisfaction is guaranteed.  I will contact you after your first cleaning, and then by email after every recurring cleaning to make sure everything looks great, And I will call you from time to time to make sure you're happy.

  • Customers love our service and so will you. 

  • Now, Let’s go over your plans and prices.

 

IMD

You have several options.

 

Most customers start with a Spring Cleaning. We use a micro-fiber cloth and a solution for cleaning woodwork to hand wash, all your Cabinets in the Kitchen, Bathrooms, Laundry room, Window Blinds & Sills, Baseboards, Doors, Door Frames, Ceiling Fans, Stair Rails and Spindles.  All that woodwork is hand washed.

 

That price is $XXX and if we send two maids they would be in your home about X hours and XX minutes

 

If you continue with bi-weekly Deluxe service your price would only be $XXX per visit and $XXX for monthly.

 

On a Deluxe, we clean and dust all rooms top to bottom using a 70 point checklist. 

 

Your home appears to be in pretty good condition, so you can start with a Deluxe but we always need a little more time on the first cleaning so your first cleaning would be $XXX and then the price would come down to $XXX for Bi-Weekly and $XXX monthly.

 

We also have a CORE cleaning, where we focus on the hardest areas to clean.  We clean the kitchen, all the bathrooms, plus one room of your choosing, like the family room.  The rest of the home we vacuum and mop the floors, plus collect the trash, but we don’t clean and dust those rooms. 

 

The CORE cleaning would be $XXX for bi-weekly service and $XXX for monthly service. And if you want to start with a CORE cleaning that first cleaning would be $XXX

 

Do you want to start with a Spring Cleaning or Deluxe?

 

I need general pricing.  I don't have a few minutes to complete the pricing tool.  Sample Pricing

 

No problem, I can appreciate that.  We price primarily on the square footage of the home.  Do you know the square footage of your home?   I can give you some general pricing right now.

 

These prices are base prices for:  2 people living in home, no pets and ½ floors are carpeted.  Prices can change based on several factors including the condition of the home.  Our minimum price is $110

2022 sample prices.png
 
 

Catch Phrases We Use

 

  • Would you like to put that on the calendar?

  • Do you have a specific date in mind for your cleaning?

  • No Problem

  • I understand

  • I can help you with that

  • You have options

  • Let’s see if we have any coupons that can help bring that price down a little

  • Do you have a preferred day for recurring service?

  • Is that going to work for you?

  • We will need a little more time, so the price is more.

  • How did the rest of the house look?

    • Used when a customer complains

  • We have an unexpected number of people out sick today…so we have to move your time

  • I appreciate your flexibility

    • Used when we bump a customer or move their time.

  • If that’s ok with you?

    • Used after we inform a customer that their time has changed.  It puts them in control of the request to move their time and if its not then they can tell us with greater ease or being upset because we are asking if it is ok with them.

  • Thanks for your understanding

  • I’m sorry

  • This doesn’t happen very often

  • Michelle and her team will be taking care of you today

    • The phrase “will be taking care of you” is the key phrase.  We use this when we have to send another team

  • I’m sorry for the inconvenience

    • We have to bump a customer

  • I’m sorry the message didn’t reach you

    • Used when a customer called asking where the cleaners are because the time changed and we sent a text or phone call but the customer didn’t check any of those update notifications

  • Lets us know if we can help around the house in the future

    • One time cleaning and we asked if they wanted to schedule a recurring service and they say not at this time.  And when a customer suspends service for whatever reason.

  • Can you do us a favor and post a review?

    • Asking for reviews when a customer compliments us at any time or sounds happy at any time.

  • So, you are good to go

    • Great way to end a conversation like telling a customer we are waving their late cancellation notice because it’s their first one and then ending with this phrase to conclude the call so no other conversation has to occur.  It can be used on other things.

  • The maids will be there for you

    • When talking to customers about changing their arrival time.

      • “The ladies were running a little late but will arrive at 3:00 for you

        • The “for you” is the key phrase.

Phrase when you have to get credit card info on a Move-In/Out customer

 

Please give me a moment to set up your profile and then we can take your credit card information.  

Spring Cleaning

 

Most customers start with a Spring Cleaning.

 

Areas typically dusted during recurring service, will be hand washed, like ALL Cabinets in the Kitchen, Bathrooms, Laundry room, Window Blinds & Sills, Baseboards, Doors, Door Frames, Ceiling Fans, Stair Rails and Spindles, are hand washed.

 

If you haven’t hand washed these areas in the past year, you really need to start with a Spring Cleaning. 

 

Over time and with Georgia humidity, dust will stick to surfaces.  The only way to get it off, is to hand wash it.  If you just dust it, those areas will still look dirty and dingy.

 

  • If your baseboards or blinds are dusty or dirty, you need a Spring Clean.

  • If your kitchen or bathroom cabinets are dirty or have spots, you need a Spring Clean

  • If you have 2 or more showers with heavy soap scum or stains, you need a Spring Clean

  • If it has been a few years since you had a Spring Cleaning then you need a Spring Clean.

 

If you get a Spring Cleaning and follow up with recurring service, you can often go several years without needing a Spring Cleaning because we are maintaining your home.

 

Deluxe Cleaning

 

This is our most popular cleaning plan.  We clean, dust, vacuum and mop all rooms using a 70 point checklist. 

 

We hand wash the kitchen cabinets just like a Spring Cleaning because kitchen cabinets get food spots with daily use.  But in the bathrooms, we dust and spot clean the cabinets.    

 

We dust Window Blinds & Sills, Baseboards, Doors, Door Frames, Ceiling Fans, and high dust throughout your home.  Other maid companies skip or rotate these tasks, but we don’t.  We do everything on our list, every time we clean. 

 

CORE Cleaning

 

If you don’t need the entire home dusted, then the CORE plan may be a good choice.  CORE cleaning focuses on the hardest areas to clean.  We clean the kitchen, all the bathrooms, plus one room of your choice, like the family room or master bedroom.  The rest of the home we vacuum and mop the floors, plus collect the trash, but we don’t clean and dust those rooms.  Those rooms include bedrooms, dining room, foyer and common areas. 

 

People who choose this plan don’t mind dusting those rooms because we are cleaning the hardest parts of the home like the Kitchen, Bathrooms and mopping floors.

What's the difference between a Spring Cleaning and Deluxe?

 

On a Spring Cleaning we will use a wet micro fiber cloth with a solution for cleaning woodwork  and hand wash your baseboards, blinds, window sills, doors, door frames, wet wipe your ceiling fans and all of your kitchen and bathroom cabinets. 

 

On a Deluxe Recurring service we will use a dry high duster, or Swiffer to DUST your baseboards blinds, window sills, doors and ceiling fans. But we always hand wash all your Kitchen cabinets and appliances, since kitchens get daily use.

 

Dust will stick to things like baseboards and blinds and you will need a wet rag to pull the dust off.  In Georgia we have a lot of humidity and that causes dust to stick.

 

If you haven't had your baseboard and blinds washed in the past year, dusting alone may not be enough to get them to look good.  They still may look dirty and dingy

 

Our greatest concern is your complete happiness.  If you don’t get a Spring Cleaning you are going be upset you spent money on a cleaning but your house doesn’t look clean. 

 
 

Quality Checklist - What do you clean?

 

We have a checklist list of over 70 items that we touch throughout the home.  And we never rotate cleaning tasks like other maid services.  We clean everything on our list, every time we show up.

The checklist is included on the estimate we email you and its on our website.  From the menu click “Cleaning Services”.  There is a general description of our services and you can click on a link to open up the checklist.   Click here for the checklist Quality Checklist   

This checklist is used after every cleaning to check the home. This list is left behind after every cleaning signed by the Team Leader that checked your house.

 

I don't want a Spring Cleaning but my baseboards are dusty or dusty and dirty

 

I’m very concerned about having us do anything but a Spring Cleaning because if we dust your baseboards and blinds they are still going to look dirty and dingy and you are not going to be happy. 

 

You indicated on your estimate that your baseboards are dusty and dirty.  When baseboards get lots of dust the only way to get them completely dust free is to wipe them down, using a wet rag and on our hands and knees.  The same goes with your blinds. 

 

Our greatest concern is your complete happiness.  If you don’t get a Spring Cleaning, you are going be upset you spent money on a cleaning but your baseboards still look dirty and dingy. 

 

I’m sorry I just can’t sell you anything but a Spring Cleaning because in the past people have gotten upset.

 

Move-In/Out

A deep clean for homes that are empty.

It's similar to a Spring Clean PLUS we clean INSIDE the cabinets and drawers in the kitchen, bathrooms and laundry room.  We clean the inside of the refrigerator.  And with the house empty, we can clean inside closets, wiping down racks and shelves as well as pantry rooms, closets and all exposed areas.

Credit Card payment is required on all new customer's Move-Out service.  (Credit card fee is added to price).  Credit card is processed when we arrive at the job.

 

Customer wants to know about a price reduction because their home is really clean

 

A really clean house can save us a little time, but we still have to touch everything on the list.  We just don’t know how much time, if any, until we clean the home. 

 

If the cleaners get out early, we can reduce your price by the time over the variance we have built in.

 

If the cleaners get out 30 minutes or more on the initial cleaning (Occasional Cleaning), Spring Cleaning, or Move-In/Out Cleaning, we can reduce your price for every minute over 30 minutes.  If the cleaners get out 15 minutes or more on a recurring service we can reduce the price by the amount of time over the variance.  We always need a little wiggle room on time.

 

These time variances work the same way if we go over.  If we go over 30 minutes on a big job or 15 minutes on recurring service we will not charge you more.

 

On all first time jobs, we will call you the next day to make sure you’re happy with everything.  If you are, then we can give you a credit on your next cleaning or send you a refund check on the unused time over the allowance.

 

Wipe Out Cleanings for Bathrooms get a $10 discount per bathroom not used

 

A bathroom that is not used on a daily or weekly basis is faster to clean than a bathroom used every day.

 

I don't want to give you my address right now

 

No problem, I can appreciate that.  Do you know the square footage of your home?  We can run with your numbers and come up with preliminary prices but before I can finalize your pricing I will need to confirm your square footage using online property records."

 

That square footage is wrong

 

What do you think the square footage is?  

 

The difference in price over a few hundred square feet is only a few dollars.  If we are disagreeing over 2 – 3 hundred square feet, then we can use your square footage. 

 

But if its more than that, we have to go with the county records.

 

Can someone come out and measure my home?   

 

We don't do that anymore because each time we did, the square footage matched the county records.   

 

I want someone to come to my home to give me an estimate.

 

We don't require in-home inspection.  We can give you all your pricing information right over the phone by answering a few questions about the condition of your home.

We just don’t do in-home inspections.

 
 

I don't need all of my house cleaned

 

"We start with the entire home and then we back out any rooms you want removed.  If you want us to exclude an entire floor we can do that, otherwise we start with the entire home."

Six or more Pets?

 

Caller

I have 6 pets

IMD

I'm sorry but unfortunately we do not clean homes with 6 or more pets. 

Caller

Why?

IMD

We have a hard time cleaning homes with that many pets.

Caller

But my pets are really clean.  Or  My pets are really small OR My pets stay outside most of the day Or whatever

IMD

I'm sorry, I don't have any control over that policy.  I'm sorry.

"We don't charge for the first two pets, unlike other maid services, but we do charge more starting at 3 or equivalent 3"   You do get a discount for no pets

 

I just fired my maid service

 

"Do you mind if I ask why you fired/stopped your previous maid service?"

 

Breakage

 

In this industry breaks can and do occur.  Although it is rare for us to break anything, our maids know that if they break something it does NOT automatically result in them getting in trouble or being fired.  But our people know that if they don’t tell the customer and office, that is ground for termination.  So we don't typically have that type of problem. 

Do you send the same team out every time?

 

When you schedule recurring service, we assign you to a maid team.  That same team will clean your home unless one of your cleaners is out sick or on vacation. 

 

If you only want the same team, we will contact you if they are sick or on vacation and you can decide then if you want to reschedule to a date that your normal team can come or have us send another team to clean your home.

 

We build out a very detailed work order so regardless who we send, you are going to get a great cleaning according to your specific instructions.

 

Bi-Weekly vs. Monthly service

 

Bi-Weekly Service is the most popular cleaning frequency in the industry.  The industry average of customers: 

 

Weekly - 5%

Bi-Weekly - 70%

Monthly - 25%

 

Monthly service (every 4 weeks) is a great option and is trending with new customers.  Although Bi-Weekly service is a lower cost per cleaning, Monthly service is a much lower overall cost per month compared to two and sometimes three cleanings a month with Bi-Weekly.   

 

If you answer Yes to any of these questions, Monthly service may be your best choice.

 

Q:  Do you want a break once a month so you can have a weekend to yourself?

 

Q:  Would you like a professional to clean places you may not, or cannot, reach during your normal cleaning routine?

 

Q:  Would you like a professional to vacuum and mop ALL your floors once a month? 

 

Q:  No kids living at home, so your home just doesn't get that dirty?

 

Q:  Are you looking for the most cost-effective cleaning plan?

Alternate plans on Bi-Weekly or Weekly service

Some customers find savings by alternating plans.  Consider the following cycles:

 

·         Alternate floors or rooms

o    Alternate the basement to every other cleaning

§  If your basement doesn't get much use, have us clean the basement every other time

·         Alternate between Deluxe and Core cleaning (20% savings)

o    Great option to get the entire home cleaned once a month and the Kitchen, Bathrooms, Master Bedroom and ALL Floors vacuumed and mopped, every time we clean.  

Monthly Customers and 4 week rotations

 

IMD

Monthly service is on a 4 week rotation so you get 13 cleanings a year.

Optional Script

Eventually you will have a month where we clean on the 1st – 3rd of the month and then back in the same month on the 29th – 31st, which would be the month you would technically have 2 cleanings in the same month.

We have some options for that month where you have 2 cleanings. 

Option #1        We can continue to come on our normal 4 week rotation.

Option #2        Push the earlier cleaning back 2 weeks to make it a 6 week cleaning, then skip the regularly scheduled cleaning at the end of the month, causing another 6 week gap before your next regularly scheduled appointment with your same maid team.   There is no price change on the 6 week cleanings

Option #3            Skip the first cleaning and come back in another 4 weeks creating an 8-week clean, which is an Occasional price which is 30% more than the monthly price. 

 

I want customer references?

 

"We don't give out the names of customers.  Most of our customer's hire us because they live busy lives and have a hard time serving as references. 

 

Most people use online reviews as references.  We are 5-Star, Super Service Award winner for the past few years with Angie’s list, Elite Service Provider with HomeAdvisor and have great reviews on Google, Facebook and we have an A+ rating from the Better Business Bureau"

 

We did clean over 7,000 Georgia homes last year, which makes us one of the largest maid companies in Georgia.

 

We are also a member of Best Pick Reports and that is by invitation only.  Best Picks calls customers every year for reviews and they get ahold of about ½ of our customers,  If our score falls below 90% we can’t be in that book.  This is our 3rd year in the book.

Discounts or any coupons?

 

I know you are still considering your options but before you leave, let me check to see if we have any coupons.  We have a coupon section on our website and we run specials from time to time.  Let me see what we have that could help your pricing.

 

Specific Service Date is not available

 

"No, that date is not available, but we have the day before or the day after" (Or whatever the case)

When booking recurring service

 

"Mrs. Smith, we can start your recurring service on Thursday at 1:30 and then it will be that same day and time, every two weeks from that point on."

 

Reservations and Reserving a date for a customer

 

We can hold your time for 24 hours but then we have to release it back to the public.

Do you clean Apartments or Condos?

 

No, we don’t clean apartments

 

Why?  There are a lot of reasons they don’t work for us, but the best place to start your search is with your apartment management team.  They typically know someone who can service your apartment or community.   If not just Google, “Apartment Cleaners”

 

It takes us 2 trips to bring all the equipment to and from your apartment and the distance and time is much more than when we clean homes.

 

Your prices are higher than other quotes from other maid companies

 

Customer

Wow, your price is much higher than the other cleaning company. 

IMD

Did they tell you how long they would be in the home?

IMD

We would have 2 maids in your home x hours and x minutes.  So you may want to ask them how long they will be in the home.   Most maid companies won’t tell you how long they will be in the home.  That should be a red flag.

 

We put the expected times right on our estimate.

 

Also you should ask them if they are bonded and insured.  Most maid companies are not insured even when they say they are. 

 

If protecting yourself from damage, theft and work comp claims is important to you, then you should ask them to prove they are insured by sending you a copy of their insurance certificate.  Ours is located on our website so everyone can see it. 

 

https://www.itsmaidday.com/questions-answers

 

Then click on “Insurance & Trust” and then click on “Certificate of Insurance”

Our prices assume you are paying by cash or check

 

Prices are 3% higher is you pay by credit card.  Our prices on our pricing tool assumes you are paying by check or cash. 

 

It’s like gas stations who post prices for gas.  Those prices also assume you are paying by cash, if  you don’t, the prices are higher.

Organizing Services and help with Organizing

 

Here is the link to the National Association of Organizers. https://www.napo.net/page/_certificatio Lots of good information and you can click "Find a Pro" in the top menu bar to find a local certified organizer.

 

Prices can range between $250 - $750 depending on who you use and what help you need.

Setting up Service

 

After you have confirmed dates and times of service and prior to set up form

 

Now that your dates and times are locked in, do you have a few more minutes to complete our set up service form? This is where we gather important details about your home to build your work order notes.  It only takes 10 minutes to complete.   

 

You will get an email with all the information we are about to go over, which includes the arrival and prices.

 

I don’t have time to complete the set up form.

 

No problem.  We have to complete the form within 24 hours or we have to release your reserved cleaning times back to the general public.   When would be a good time to connect for about 10 minutes.  Or do you want to complete it now?

Pets – growling dogs

 

Growling dogs can scare the maids so any growling dogs need to be crated or in a room we don’t clean or outside.

 

If the crate is in the room that is going to be cleaned, the maids may not clean that room if they are in a bedroom and the dogs are growling at the maids because a growling dog even in a crate scares the maids and we can't have them in that situation. 

 

Once my dogs get used to the maids they won’t growl.  It may take a few visits/cleanings.

 

Our maids get vacation time, and sick time like any other job, so we will send a different team from time to time, so those maids would be strangers and the dog growling would be a problem. So they need to be crated or in a room that is not cleaned.

Newly refinished floors and Dry Mopping - Did you say your floors have been refinished?

 

You need to contact the company that installed their floors and find out how long you have to wait before you can put any liquids on your floors.  It’s typically 4 - 6 weeks. 

 

If our service date is 4 weeks or less from the dates the floors were refinished, we can dry mop the floors.  Dry mopping doesn't put water on your floors but it is pushing dust across your floors so even that can scratch brand new floors.

 

You may want us to skip those floors all together.   Do you want us to skip those floors.

Streak free floors

 

We do a great job not leaving streaks or water spots on floors.

 

We will add notes to the work order to check carefully for streaks in the floors. 

 

We can also dry your floors with a dry mop if we find that your floors are streaking after normal mopping.  Either way we will add notes to your work order to make sure we don’t leave streaks.

Tips and Gratuity

 

Tipping is never expected but always appreciated.

 

Tips range from $10 to $50 per cleaner depending on the size of the job.  On average the maids will get $20 each for a Spring Clean or Move-Out.  

 

Our recurring customers will usually tip the maids during the holidays anywhere from $50 to $100 each, however we have customers that tip every time the maids show up, but that's rare."

 

You can include it on the check or credit card payment, or they can pay it directly to the maids which is what the maids prefer.

Customer Service

 

  1. Call customers the day after Spring, Occasional, Move-In/Out. 

 

Customer who has scheduled Initial and Recurring Service:

IMD

Hello this is (your name) with It’s Maid Day and I am following up to make sure everything went well with your service yesterday.

Customer

Everything went well.  Thanks

IMD

I see you have recurring service scheduled.  I will be calling you again after your second cleaning just to make sure everything is going well with your recurring service too.  

IMD

If at any time you have any questions or problems with your service, please contact the office so we can help.  You will also receive an email after every service asking for feedback about your recent service.  Getting feedback is important in making sure you’re happy.

IMD

Customers will often tell the cleaners about any problems or added instructions but it is very important to let the office know so we can make sure these requests get added to your work order.

IMD

Before we hang up today, I want to ask a favor. 

 

When we set up your service, we said we ask every customer for at least on online review.  I am going to email you a link to quickly post a review with Google, Angie’s List, Facebook.  And if  you have a Yelp account, you can simply type in our name and post a review.

 

Although we are not allowed to bonus or compensate customers for reviews, we can and will bonus your cleaners. Your cleaners will receive a bonus for every positive review you post.  It’s like tipping for free.

 

Do you mind posting a review? 

 

Look for my email in just a few minutes.  Thanks

 

Customer only scheduled a Spring Cleaning or Occasional Cleaning with NO recurring

IMD

Hello this is (your name) with It’s Maid Day and I am following up to make sure everything went well with your service yesterday.

comment

90% of the time the customer is going to say they are happy.

Customer

Everything went well.  Thanks

IMD

Great.  You mentioned you may be interested in setting up recurring service.  Would you like to set that up now?  Monthly service is only $X a month.

IMD

No problem, just think of us in the future for any cleaning needs.

IMD

Before we hang up today, I want to ask a favor. 

 

When we set up your service, we said we ask every customer for at least on online review.  I am going to email you a link to quickly post a review with Google, Angie’s List, Facebook.  And if  you have a Yelp account, you can simply type in our name and post a review.

 

Although we are not allowed to bonus or compensate customers for reviews, we can and will bonus your cleaners. Your cleaners will receive a bonus for every positive review you post.  It’s like tipping for free.

 

Do you mind posting a review? 

 

Look for my email in just a few minutes.  Thanks

Call after the 2nd recurring service

IMD

Hello this is (your name) with It’s Maid Day and I was just following up to make sure everything went well with your service yesterday.

comment

90% of the time the customer is going to say they are happy.

Customer

Everything went well.  Thanks

IMD

If at any time you have any questions or problems with your service, please contact the office so we can help.  You will also receive an email after every service asking for feedback about your recent service.  Getting feedback to the office is important in making sure you are happy.

IMD

Customers will often tell the cleaners about any problems or added instructions but it is very important to let the office know so we can make sure these requests get added to your work order.

 

If you get their voicemail then leave them a message

IMD

Hello Mrs (Customer) this is (your name) with It’s Maid Day and I was just following up to make sure everything went well with your service yesterday.

 

We want to make sure you are completely satisfied with your cleaning and your feedback is important.   Our phone number is 770-790-4979.   Thanks and we look forward to hearing from you.

  1. Customer Cancels or Reschedules with less than 48 hours notice

Don't sound grave or negative. This is not a problem.  It's just a matter of fact.

 

First time offender

Caller

I need to cancel (or reschedule) my service for tomorrow.

IMD

I can help you with that.

Go to the customer's home page to see how many last minute cancellations the customer has had.  The number of last minute cancellations will determine your reply to their cancellation.  After you have them rescheduled then continue with this script.

IMD

I will go ahead and take you off the schedule for tomorrow.  I am also going to waive the last minute cancelation fee.  Like all maid companies we have a policy about cancelling with less than a 48 hour notice.  Unlike other maid companies, We don't charge the $50 fee the first two times each year but we do remind you about the policy. 

IMD

The primary concern is that your maids are paid only when they clean a home.  Last minute cancelations make it nearly impossible to find your maids work.  These hardships lead to higher employee turnover which leads to greater challenges in delivering quality cleaning.  We don't keep the $50.  The $50 goes directly to the maids to offset some of their lost wages.

IMD

So we don't charge the first time it happens but if you want to voluntarily pay the $50, it will go to the maids.

 

 

Second time in the last 12 months

Caller

I need to cancel (or reschedule) my service for tomorrow.

IMD

I can help you with that. 

IMD

We don't charge the late cancellation penalty for first 2 times in a year and this is your second late notice so we can waive it one more time.

 

Use the same script as the first time offense in yellow

 

Third time offender.  (3rd time in the last 12 months)

Caller

I need to cancel (or reschedule) my service for tomorrow.

IMD

I can help you with that. 

IMD

Like all maid companies we have a policy about cancellations with less than a 48 hour notice.  This is the 3rd time within 12 months. (OR whatever the time frame) 

 

We didn't charge the $50 the first or second time but we will have to charge $50 this time because it is the 3rd time.

IMD

We will add the $50 fee to your next scheduled service

IMD

Use the same script as the first time offense in yellow

 

Bi-Weekly Customer wants to reschedule for next week

 

Caller

I would like to reschedule for next week.

IMD

OK, let me check on availability. 

IMD

Let me see if your regular team has availability first.  Do you have a date in mind?

 

We do have availability but it's not with your normal team, but this is a good team and we have good notes in your work order so I'm sure you will be happy. 

 

I would like to review your notes before we hang up.

Comment

This is a good opportunity to review the work orders with the customer.  If corrections are discovered then make sure you update the Recurring Job and not just the next job.

IMD

Now, your next regularly scheduled date is the following week.  Do you want to keep this appointment too? 

 

We typically find that customers want to skip this service.  But if you want to keep that appointment, I need your confirmation that you want this service for sure.  

Caller

Yes, I want to keep that next appointment because I want to stay on schedule.

IMD

Great, because we want to make sure we can find another job for your maids because they only get paid if they clean a home.

 

Monthly Customer wants to reschedule

 

Caller

I would like to reschedule for next week.

IMD

OK, let me check on availability. 

IMD

Let me see if your regular team has availability first.  Do you have a date in mind?

 

We do have availability but it's not with your normal team, but this is a good team and we have good notes in your work order so I'm sure you will be happy. 

 

I would like to review your notes before we hang up.

Comment

This is a good opportunity to review the work orders with the customer.  If corrections are discovered then make sure you update the Recurring Job and not just the next job.

IMD

Now, your next regularly scheduled date is the DATE. 

Caller

Yes, I want to keep that next appointment because I want to stay on schedule.

IMD

Rescheduling a cleaning does not automatically reset your schedule based on the rescheduled date.  

Monthly Customer wants to SKIP a Monthly service

 

Ok, we will cancel your next appointment for (day and date).  So the next time we come will be on our next schedule date of (date and time). 

 

That will be 2 months between cleanings which is our Occasional Price, which is $xxx. (30% more than monthly)  If we find that we don't need that much time we can reduce the price and give you credit on your next cleaning.

We have to Bump a customer due to Cleaner call outs

 

IMD

Hello, is Janet (customer first name) in?   

Customer

Yes, this is Janet

IMD

Hello Janet, This is (your name) with It's Maid Day.  Unfortunately one of the maids that cleans your home called out sick today so we are NOT able to come today. We can come (next available date preferably the next day).  Will that work for you?   

Customer

No problem, I understand.    (This is the most common answer)

IMD

Thanks for your flexibility.

 

Upset customer cannot be bumped to another date

Customer

On no.  I really need my home cleaned today.   (This happens rarely but it can)

IMD

OK.  Let me see what I can do.  If we can clean your home, it will be with a different maid team.  Your work order has great notes and they will do a great job.

 

Moving a customer’s arrival time when we have a key or remote access to home

 

Hello (customer name) we had a change in the schedule for today (tomorrow) and we coming at (new time) and not (old time)  We have access to you home but we wanted to give you a courtesy call to let you know."

 

We have to move customer’s arrival time

 

Hello (customer) this is (name) from it’s maid day.  The ladies are still coming today but we had a few cleaners call out sick today.  We can come today between X:XX and X:XX if that still works for you.  VM: If you have any questions please call us at 770-790-4979

 

Thanks for your flexibility.

Customer has problem with new arrival time

 

Ok, let me see what we can do to find a time that works for you.   What is your availability today.  

 

Give me a few minutes to see what I can do.  I will call you back in about 10 minutes.  Does that work for you?

Customer calls to cancel/suspend service

 

I’m sorry to hear that.  Was it quality or cost?

 

Bi-Weekly Customer

Caller

I need to cancel service.  We love your service but we just can't afford it.

IMD

I'm sorry to hear that but I understand.  Let me look up your account.  Just one moment please.  I see that you have Bi-Weekly service. You could save a lot of money if you went to Monthly service.  The price would be $XXX per month versus $XXX twice a month. So right now you spend $XXX a month for bi-weekly service so you would save $XX a month by changing to monthly service

IMD

No problem, I understand.  Thanks for the opportunity you gave us to clean your home in the past, if we can be of service in the future we hope you think of us again.

Monthly Customer with Deluxe service

Caller

I need to cancel service.  We love your service but we just can't afford it.

IMD

I'm sorry to hear that but I understand.  Let me look up your account.  Just one moment please.  I see you have Monthly DELUXE service.  You can save 20% by going to a CORE cleaning. 

 

That is where we clean your Kitchen, ALL Bathrooms, ALL floors plus one room of your choosing.

COMPLAINTS

 

We're sorry.  Let's take care of this so it doesn't happen again.

 

Be a good listener.  Ask them, "What happened?"

 

I understand your upset and I will make sure we take care of you.

 

Do you mind sending pictures?"  It's not required but it does help us.

 

How did the rest of the home look?

 

We are adding these notes in the work order and that should prevent this from happening in the future.

 

We are going to send a supervisor out to inspect the home at the next cleaning to make sure we have this problem resolved.

 

Determine if we need to send a team back out to correct the problem

 

I want to send the team back and take care of this.  We can come back tomorrow between ...

 

It is still the customer’s choice but we need to volunteer that option and then let them tell us no. 

 

Customer says they don’t want the same team back,

 

We can send a different team

Refunds

 

We do not give refunds.  It is our policy, and a common policy in the industry, to correct the problem.  We will send a team back to take care of any areas that were less than perfect.

 

This is outlined in the Service Agreement emailed to you in the estimate and confirmation emails.

 

Additional Phrases and Comments used with Complaints

 

  • We're sorry.  Let's take care of this so it doesn't happen again.

 

  • I'm sorry,  We do have a good reputation for doing good work but clearly we fell short in that area

 

  • I believe you.

 

  • I'm writing very specific notes in the order so it doesn't happen again.

 

  • I'm confident that we can get this resolved so it doesn't happen again

 

  • How did the rest of the home look?

            Use this phrase on every complaint. 

 

  • I am going to call you after your next cleaning to make sure you’re happy

We left the door unlocked

 

We take security seriously and I am very sorry this happened. 

 

We will add additional notes to your work order to double check the door to make sure it is locked.  I will also speak with the team.  This will never happen again. 

Damage or Breakage

 

IMD

Hello (customer name) this is (your name) with It's Maid Day.   How are you?

Customer

I'm fine how are you?

 

IMD

I'm ok.  Unfortunately when the maids were cleaning your home today, they accidently broke your (name of item).  We are truly sorry and we will be replacing it or repairing it as soon as possible. 

Comment

It is important to say, "I'm OK" and not "I'm great"

IMD

I was able to find the exact same item on line at (name of store) for (price) and we would like to order that for you to replace the broken item. 

 

Would like us to order it or would you like us to give you a credit on your next cleaning for (price)?

IMD

We are truly sorry about the accident.  Accidents don't happen very often but if they do, we always take care of our customers.

IMD

We track all damage claims, even if they are small.  That way the cleaners are extra careful in the future

 

Damage that is not our fault but is a small expense to replace or repair (< $50)

IMD

It looks like the item is old (rusty, previously damaged/broken. etc)  

We typically don't replace items that are previously damaged, rusted, or broken but we don't want to lose a customer over it.  Would you want us to replace/repair it?

Customer

Yes, I would

IMD

No problem, we will take care of that immediately (With a happy tone)

Wood Window Blinds

 

Window blinds get brittle over time because the sun dries out the wooden blinds.  If the blind (slate board) is brittle and we break a blind we may not replace the blind.  The test that is performed is that we will bend the one of the blinds in the same area and if it snaps off then the blind is not covered.  Some blinds will snap like a potato chip.  On a set of blinds, one area may be sun damaged and the rest of the blind may be ok.  A normal healthy blind will bend some without breaking. 

Customer calls us to inform us of damage claim

 

Let me gather some information about this and talk with the team.  I will get back with you later today, once I connect with the team.

 

In this industry breaks can and do occur.  Although it is rare for us to break anything, our maids know that if they break something it does NOT automatically result in them getting in trouble or being fired.  But our people know that if they don’t tell the customer and office, that is ground for termination.  So we don't typically have damage claims not reported by the teams. 

 

I need you to send me some pictures.  Please take several pictures, close up and then far back so we can see where in the room.  And do you have any idea what the cost is or where you bought it.   If you can get them to me before I talk with the maids, that would help a lot.  

 

Thanks and I will call you later today.

If we break something expensive or priceless

 

This script is only used after we investigate the damage claim and call the customer back. 

 

When we set up your service we completed our set up form.  We asked if anything was priceless or really expensive that the only way to guarantee it is never damaged is to never touch it.  

 

This item was not listed and so our limit of liability is $500

 

If the item is not disclosed as being priceless or expensive on the Set Up Form, then we may not replace it.  If the item is not hung on the wall correctly, then we may not replace it.

Snagging a rug or carpet with our vacuum cleaner

 

Our Service Agreement does not cover snags in rugs.  Although we can defend a snag in the rug, our goal is to not lose the customer.  Here is a good script that can be used, although it may need to be modified based on the condition of the snag.

 

"I am calling to give you a heads up about your service today. As the maids were vacuuming they happened to catch a snag, about 2 inches long, on the runner. I had the ladies send me a picture and it looks like the rug has some loose strands so moving forward I wanted to know if you would like for them to just skip that rug or sweep it with a broom."  

If we break something 3 or more times.

 

Hello Customer.  I wanted to let you know the ladies where cleaning your microwave dish and it slipped out of their hands and hit the sink and broke.   We have already ordered you a replacement.  You should receive it at home within 5-8 days.

 

I know we have broken a few things in your home and I would understand if you may want to end service.  Accidents do happen and although it is rare for us to have more than one accident in a customer's home over the lifetime of the relationship, we certainly have had a few in your home.

 

We have tried to be responsive in taking care of each of these events.  We have notes in your work order to alert the ladies to be extra careful and we hope this will be the last event in your home for a long long time to come.

 

I did send you an email but I wanted to call you to personally apologize and let you know the replacement is on its way to your home.

Theft Complaint – handled only by Service Mgr or Bruce

 

Do not use email to resolve theft claims.

 

Hello (Customer Last Name) I’m the Customer Service Manager for It’s Maid Day.  Do you have a minute to talk about the missing item?  (whatever). 

 

I need to ask you a few questions, if that’s ok?

 

Would you please describe the item?

 

What is the approximate value (of the item)?

 

When did you last see it?

 

Has anyone else been in the home since you last saw the item?

 

OK, thanks for answering those questions.

 

Let me first state that all of our employees are background checked so none of our people have a history of theft before hiring them.

 

Our policy is to ask the customer to continue to look for the item.  Over the past 10 years we’ve had a few customers call us concerned that something was missing.  The good news so far, is those customers eventually found the item. 

 

Items can fall behind tables, end up in drawers, or be moved by other family members.  One customer found his Rolex in the toaster.  It slide off the kitchen counter and landed perfectly in the toaster, hidden until he had to toast some bread. 

 

So we simply ask you to look everywhere including areas that seem unlikely.

 

We will talk to all the employees that were in your home to see if anyone recalls seeing the (whatever).

 

In one week or whenever you feel your have completed a thorough search if you haven’t found the item, the next step is to file a police report. 

 

Of course, you have the right to call the police at any time.  

 

Please keep us posted and call if you find it.  I will call you in a week if I don’t hear from you before then.  

 

Usually if there is a theft claim we suspend your service until the item is found or the claim is closed.  But the choice is yours.  Do you want us to suspend your service? 

 

Thanks for taking my call today and let’s keep in touch.

 

ITEM IS NOT FOUND AND CUSTOMER WANTS TO FILE A POLICE REPORT

 

I understand.  We will cooperate with the police as they investigate the incident.

 

(If the case is under police investigation we have to suspend service)

 

We cannot file a claim with our insurance carrier until the investigation is complete.

When customers want a Deluxe cleaning after going months as a CORE customer.  

 

The price of your first Deluxe cleaning is going to be a little more than the recurring price.   The rooms that we are cleaning have not been included in past cleanings so it is going to take a little more time in those rooms.

 

Your first Deluxe cleaning price will be $XXX and then $XXX after that.

 

Customer has cats (any pets) and it is causing our vacuum cleaners to smell

 

IMD

Hello (Customer Name) this is (Your name) with It's Maid Day.  I was calling to see if you can do us a favor.  We need to use your vacuum cleaner when cleaning your home?

Caller

Yes you can but why?

IMD

The cleaners informed us your carpet has a strong smell of cat urine.

 

If we use our vacuums it will pull that cat smell into our vacuums and we can’t use that vacuum again to clean another customers home.

 

Even if we clean out the inside of the vacuum, the smell of cat urine doesn’t always come out.  So it can ruin our vacuums

Caller

OK, no problem

IMD

Where do you store your vacuum cleaner?

 

Caller

I don't have a vacuum cleaner for you to use.  That's why I hired you.

IMD

I understand.

 

Unfortunately, we cannot use our vacuum cleaners so we have to skip the carpeted area that smells of urine.

 

There is no price reduction for not vacuuming the carpeted area that smells like cat urine

 

A request for dusting something out of reach

 

Our policy is to not dust high hanging artwork if we cannot hold it with one hand.  However, based on your instructions that the item is securely hung on the wall, we will now dust these items with our high dusting pole.

 

Anytime we dust items that we cannot hold or touch using a step ladder our insurance will not cover any damage for these items.  So these items will not be covered for damage.

 

I am going to send you an email confirming this request and I need you to reply saying it’s ok.   Once I get that written confirmation we will add these new instructions to the work order and talk with your cleaners.

Rainbow vacuum cleaners and other Water Filtered Vacuums are not allowed.

 

We are not allowed to use water filtered vacuums.  That should be the extent of our comment when a customer mentions using their vacuum.  These are the reasons behind this policy

 

  • They can be harder to use because they are heavier.​

    • Vacuuming the stairs

  • Up and down the stairs

  • Emptying the water can be a challenge

    • It’s nasty and sloshes

    • We empty in a toilet but we vacuum last which requires us to clean the toilet again to some degree

  • They are expensive is anything breaks

    • Although we are not responsible for using a customers product or equipment the customer will bear the burden or an expensive repair.

 

Cleaning the inside of a trashcan. 

 

If you have a freestanding trashcan, like a stainless steel can, then we will clean the outside of the can.  If it is hidden can then we may spot clean the outside, however we typically simply reline the trashcan.  We do not clean the inside of a free-standing trashcan because they are best cleaned outside with a hose and a brush."

Forgot to pay and is paying at the next cleaning

 

When the maids arrived to clean your home today but we did not find payment.  You have several options to make your payment. 

 

  1. Mail a payment

    1. You can mail a payment to 2971 Cherokee Street NW, Kennesaw 30144

  2. Pay at your next cleaning  (Only available if you are a Bi-Weekly or Weekly customer)

    1. You can pay your missed payment along with your next payment.

  3. Pay by credit card

    1. We do accept credit cards but we have a 3% service charge we pass along from the bank. 

 

Please let us know how you would like to handle collecting payment by replying to this email or contacting the office as soon as possible.

 

Checks returned NSF, Insufficient Funds

 

I’m sorry but we got your check returned from the bank for your most recent cleaning. 

 

We can take payment by credit card but we do have to pass along the 3% the bank charges us plus the $12.50 return fee we got charged from the bank.

 

The other option is sending us another check including the $12.50. 

 

We cannot run the check again.  Running the check again will not cover the $12.50 we got charged

Making Outbound Customer Satisfaction Calls to Current Customers

 

IMD

Hello.  This is (your name) from It's Maid Day. 

Customer

Hello

IMD

We are reaching out today to thank you for your business and to make sure everything is going well with your service.

 

Everything is great:

Customer

“Everything is great.” or “I love my cleaners”

IMD

Thanks, we’re glad to hear that and we will pass that along to your cleaners

 

If you ever have questions or concerns about your cleaning please call the office or reply to the customer satisfaction email you get after every cleaning.

 

If I could ask one favor, would you mind posting an online review?  Positive reviews are an important part of our business.  I can send you a link to make it easier.  

Customer

Sure.

 

Thanks again for the opportunity to clean your home.

 

Good but not great:

Customer

It’s ok.

IMD

If anything is less than perfect, we want to know

 

Please tell me where we can improve

 

I am going to add these notes to your work order

 

I am going to follow up with you after your next cleaning to make sure everything is done to your satisfaction

 

Thanks again for sharing your honest feedback and we look forward to

cleaning your home.

 

Making Outbound Calls to Past Customers

 

IMD

Hello.  This is (your name) from It's Maid Day.  We cleaned your home in the past and wanted to check to see if you have any upcoming cleaning needs.

Customer

No not at this time

IMD

OK.  If you need anything in the future, we hope you think of us again.

Customer

You get their voicemail

IMD

Call us at 770-790-4979 or go online to itsmaidday.com

 

Service reminder phone calls (or text messages)

 

Hello this is "your first name" with It's Maid Day calling to remind you of your cleaning service scheduled for tomorrow.  The maids will arrive between (time i.e 8:00) and (30 minutes later i.e 8:30).and your price is (the price).  If you have any questions give us a call at 770-790-4979.  Thanks.

Clutter home that we are going over on time

 

Hello (or Thanks for calling me back)  I want to go over 2 quick things.  The first is that I want to make sure you are happy with your service.  How is everything going?

 

The second thing I want to talk about is our time in the home.  We have been going over on our time in the home about XX minutes.

 

The extra time is being spent on picking up before we can start cleaning.  We are happy to do all the picking up moving forward but the price would have to increase by $XX.

 

If you can pick up before the team arrives, we should be able to get out on time and keep your price the same.

 

The choice is completely yours and we are happy to do whatever you want.  How do you want to handle this?

Conversations with Teams

 

Reminding a cleaner or team about being available all day

 

Unless you request time off, you are expected to work a full day which is up to 5:00 in the home. 

 

Stating that you cannot work a full day when we call you about getting another job is a big problem.  We already told the customer we can come.   We cannot tell them we changed our mind. 

 

We can assign a job to you at any time including as soon as you finished your last job.

 

We work hard to keep our people busy so we can give everyone guaranteed pay.

 

If you are refusing to work, you will lose Guarantee pay and it is grounds for termination.

 

I can’t get in the house

Did you check to see if the door is unlocked?

Work order says we can’t come early.  Can you call the customer to see if we can come early?

 

I can’t call the customer because they already told us not to come early.

Miscellaneous

 

Cleaning Walls, Marks on Walls, Scuff Marks on walls

 

Subject heading for email:  Waiver to remove marks on walls

 

We are happy to provide the cleaning service you requested, but we need you to reply to this email with “I agree” before we can.

 

Anytime you clean a painted wall there is a risk of the wall color changing.  A spot or scuff mark on a wall may not come out even if you use a Magic Eraser.  The longer we scrub a painted wall the chances of the paint fading or changing increases.  Sometimes a spot or scuff mark on a wall can look worse after cleaning it. 

 

If you want us to clean the wall to remove a scuff mark or spot, It’s Maid Day is not liable for the outcome or any damage.  We will use reasonable care in trying to get the spot or scuff mark off the wall, but we cannot guarantee the outcome.

 

If you agree to these conditions, please reply to this email with “I agree” and we will be happy to provide the cleaning service you requested.

 

Thank you for the opportunity to clean your home

 

Bona Floor Cleaner

 

Bona is a great product and about 1/3 of our customers ask us to use it on their floors.  We are very familiar with Bona.

 

We do send two cleaners and often they are both mopping the floors at the same time, toward the end of your cleaning.  Most customers don’t have two Bona mops but that’s ok because we will use our micro fiber mops, just like Bona. 

 

We don’t use spray bottles to get the Bona on the floors.  You want Bona evenly distributed on your floors but using a spray bottle runs the risk of getting it on baseboards, rugs, carpet, furniture or anything.

 

We pour a little Bona in our bucket and dip the mop face into the Bona.  This puts a light and even amount on the mop.  This does not use any more Bona than spray and mopping, but it does help us control it better.  And two maids can mop at the same time.  Any excess Bona will be poured back into your container.

 

And when you get low on Bona we will leave a note for you.

 

Most customers only have one mop head.  The instructions from Bona is to rinse the mop head frequently and use it again.  Once a mop gets dirty it’s going to smear dirt back over floors, even if you rinse it.  The way we mop floors is that once the mop head is dirty, we replace it with a clean mop head. 

 

The Bona pole length is ok but not optimal.  We use extension poles so our cleaners can adjust the height that’s best for them and many of them prefer it longer than the Bona pole. 

 

Our standard floor cleaner is also exceptionally good and highly recommended by flooring companies also.  I can send you a link with information about our floor cleaner MB-1, if you ever want to consider using it.

 

If happen to run out of Bona in the middle of the job we will use our floor cleaning solution to finish.

When a customer wants us to use a Wax Floor Cleaner

 

Applying floor wax to your floors should be done after you mop your floors clean.  Wax floor cleaners don’t do a great job cleaning the floor.  Also, when using a wax floor cleaner you are applying it differently than mopping.  We can’t use your wax floor cleaner because it isn’t mopping, it’s waxing the floors.  The floors take longer to dry and they can be slippery which can be a little dangerous.

 

The customer was cool with it and actually appreciated my advice.  We may not always get that type of customer.  

 

I also wonder if that is harder to get out of our mops.  

When we have to call a customer to tell them about a new arrival time today

 

We had a few call outs today.  We can still come today if we can come between 2:00-2:30.  Does that still work for you?

Scripts for Office Manager

Answer to something went missing and we checked with the cleaners and they don’t know where the item is.

 

I’m sorry we don’t have more information.  Let us know if there is anything else we can do.

 

Customer Micro Manages the cleaners

 

Hello Customer,  I would like to speak with you about your service.  Do you have a few minutes?

 

Our goal is for every customer to be happy with their cleaning.  Sometimes we are not a good fit for customers and that’s ok, but we just wanted to touch base because the feedback we are getting is that you are not happy.

 

GOING OVER ON TIME

 

We provide a service that is based on a time allocation.  Our pricing tool is very accurate but it is not always perfect.  Sometimes a house needs less time and sometimes it needs more.

 

We have priced your cleaning for XX:XX.  We have been going over on our time but we think we have a solution that may help keep us on time and for you to be happy with your cleaning.

 

LET US CLEAN

 

Let us clean the home and allow the Team Leader to check the house first before you check their work.  The Team Leader will be happy to walk the home with you again to make sure you are happy with the work, in every room. 

 

TIME is MONEY

 

We still have to work within our XX:XX time limit for being on the job, including walking the home with the customer.  We do allow our teams to go up to 10 minutes over on their time but going longer than that disrupts other customers scheduled that day.

 

If a home needs more than 10 minutes than allocated time then we have to charge the customer for the additional time.  If the customer doesn’t want to pay more, we can remove rooms to bring the price down. 

 

At the end of the day, the most important thing is being happy with our cleaning.  That is our goal and I think we can get there.

 

YOUR BEST SOLUTION MAY BE HIRING AN INDIVIDUAL

 

Our goal is to make sure customers are happy and sometimes that means we are not a good fit.  You may be happier hiring an individual.  Individuals may be able to clean the exact way you want them to clean.   But with a cleaning company, they are cleaning primarily on the way we train them to clean.  And sometimes that’s not what a customer wants. 

You can find individual cleaners on Care.com and Takl.com.

 

If you’re a customer that likes to manage the cleaners while they’re cleaning the time in the house will be longer than normal which means your price will go up because we price based on time in the home.

Ultimately we price based on the time in the home are pricing tool is accurate to 95% of all the jobs that we do so some jobs we get out earlier and some jobs we run longer where we have to make a price adjustment based on the reduction or increase in time in the home.

 

Normal Team Leader can’t come today – even though that Team Leader is working that day

 

Hello Customer, Olivia is unavailable to come today but we are coming to clean your home today.  Sally and Kim will be coming to help today.  They are very good cleaners and have read all your work order notes.  I’m sure you will be happy.

We add 30 additional minutes for a shower with heavy soap scum or stains

 

We were not able to get everything out cleaned in the shower.  We allocate 30 additional minutes on tope of the 15 minutes we give every job for a total of 45 minutes.  If the shower or tub needs more time than that then it may be something we have to work on, the next time we come back

 

This not done yet

When we come out for the reclean, these are the areas that we are recleaning

 

Hello (Customer) I am building the work order so the cleaners know exactly what we are recleaning,  Based on everything we talked about it will be the following areas.

 

We need this list so we can be

Too Dirty To Clean.  Most Kitchen Cabinets have spots and baseboards are dusty and dirty

 

Based on the condition of your home we are probably not a good fit for your cleaning project

 

Based on the condition of the home we are not able to accurately predict how much time it will take.   The only way we could do the job is if we bill at an hourly rate of $90 for two cleaners until the job is done. 

 

To remove cleaning the inside of cabinets and drawers on a Move-In/Out cleaning

 

We can reduce the price of your cleaning by $30 for removing this task

Too Dirty To Clean.  Most Kitchen Cabinets have spots and baseboards are dusty and dirty

 

Based on the condition of your home we are not a good fit for your cleaning project.  Based on the condition, we are not able to accurately predict how much time it will take.  Sorry we couldn’t help you.  You may try post-construction clean up companies.  They may be able to help.  Thanks for calling  

 

(If you ever watch pawn stars and they tell people they can’t buy something they always end with sorry we couldn’t.   And if the person tries to argue we just repeat.  I’m sorry, we couldn’t help you but we don’t do this type of work.)

(IF THE TEAM IS AT THE JOB AND THE HOMEOWNER DID NOT DISCLOSURE EVERYTHING and they DO HAVE ALL LOADS.  COTINUE WITH THIS SCRIPT)

 

I’m sorry, the condition of the home does not match the estimate.  Based on the condition, we are not a good fit for your cleaning project and we will not be cleaning your home today.

 

I’m sorry we just don’t do this type of clean up.  You may try post-construction clean up companies.  They may be able to help. 

Priority Booking on a Bumped Customer

 

I’m so sorry that your service has to be rescheduled.  When we reschedule you, you will have priority booking which means you will not get rescheduled again to another day.  We hope your time doesn’t change but you can be assured we will be coming that day.

Being Bumped because our people have the Flu Bug

 

The Flu Bug has hit us and we have people out not just today but for the rest of the week.  We do not send sick cleaners to customer’s homes.

No check left for today’s cleaning

The check was not left for today’s cleaning and I was calling to see if you wanted to put today’s cleaning on your card.

When we customer bumps because people are out sick during COVID-19 era

 

We have strict policies on temperature scans and illness.  If anyone has a fever, they are not allowed to work even if it’s just a sinus infection or bad allergies.

 

We definitely have more people missing work because of our tighter monitoring of any illness.

Snagging the carpet with our upright vacuum

 

Hi (customer), this is Tiffany with It's Maid Day. I was calling about your cleaning today. 

 

The ladies informed us that our vacuum caught an exposed carpet loop.  We are sorry that it happened. 

 

PAUSE, Wait for a reply.  Often the customer will say their carpet is old, etc.  If they don’t say anything then say the next paragraph

 

The best way to prevent this, is for the homeowner to trim any exposed loops that may be sticking out.  We could also put notes in your work order to not vacuum certain rooms if you want.  Do you want to remove any rooms from vacuuming?

 

PAUSE, WAIT FOR RESPONSE.  If the customer is still upset about our vacuums, you can use any of these replies

 

The cleaners do set the vacuum to appropriate levels, so the vacuum moves easily across floors.  Unfortunately, carpets can get snagged if there are exposed loops. 

 

(They don’t set it too low because it would be hard to move.)

 

PAUSE, Wait for response

 

Unfortunately, our insurance does not cover carpet snags. (If the customer pushes back on this, mention that it is in our service agreement) The best thing to do is to try and prevent them from happening.

 

Can the cleaners look out for exposed loops?  If they see an exposed loop can they just go around it?

Vacuuming is a pretty fast process.  Exposed loops can be hard to spot while vacuuming. 

Customers Who Don’t Maintain Social Distancing

 

Hello, this is Tiffany with It's Maid Day. How are you today?

 

Do you a minute to talk bout your service?

 

Customer:  Yes

 

We ask all customers to maintain 6 feet of distance while cleaners are in their home.  

 

Cleaners are instructed to talk with the customer if this is problem, but sometimes they feel a little uncomfortable doing so.

 

The ladies love cleaning your home, but we are asking that you help us keep the cleaners safe by social distancing while they’re cleaning.

 

Customer:  What happened?

 

Olivia mentioned that you gave her a hug.  They do love cleaning your home but we need to maintain social distancing.

Script for Email for Current Customer satisfaction review

 

Hi (customer),

 

Our number one goal is to make sure that every customers is completely happy with their service.

 

We will be reaching out with a phone call in the next week to make sure that everything is satisfactory. 

 

If you have any information you would like to add to your work order or any suggestions for us, we would love to know.

 

If you are happy with your service and do not have any notes or suggestions at this time just let us know if that is the case and if you do not need a follow up call.

 

Thank you for the opportunity you have provided us to clean your home.

 

We look forward to hearing from you soon.

Bodily fluids like human feces or blood on bathroom floors, in the bed sheets, etc

 

Good afternoon Mrs. Foster, 

 

This is Tiffany with It's Maid Day. How are you today?

 

Do you have a minute to talk about your service?

 

You have been with us for a few years now, and Olivia loves cleaning your home, but we understand that recently there has been some difficulty preparing certain areas of the home before the ladies arrive. 

 

(What do you mean?) 

 

The ladies have mentioned that some areas have bodily fluids on them like (name areas and conditions) and we are unable to clean any areas that have any bodily fluids. If you could help us out by trying to make sure that those areas are ready before the ladies arrive, or we will have to skip that area.

 

(If they push back and say that the team has been doing it)

 

I understand. We were not aware of it until now and but it is in our service agreement that we are not able to clean those areas.

 

Why we don’t clean Airbnb homes

 

If a customer wants Bi-Weekly, or any normal recurring service, we don’t care or may not even know if they have a room or floor that they rent.  The problem is when they are needing service sporadically and on different days, and conditions can vary based on how the guest treated the areas they used.  Customers could argue around this but the quickest way to end the conversation is to use the following script, which is the ultimate reason why we don’t clean AIRbnb.

 

We stopped Airbnb cleaning since the pandemic because we are not able to manage the COVID questions and risks of quests.

 

You may be able to monitor COVID risks, but we can’t.

 

Even if you send us a copy of their confirmation to you, we would need your guest to answer the question directly to us, and that just doesn’t work very well.

 

I thought Molly Maids (any franchise) was the largest?

 

Each one of them are independently owned and operated.  We are not a franchise.  We are a family-owned business and make all decisions locally.  With our three locations and over 7,000 homes cleaned a year, we are the largest in Georgia

Will the cleaner be black or white?

 

We employ all ethnic groups and cannot schedule service based on ethnicity requests.

 

Bumping a customer but we may be able to come later

 

Unfortunately someone on your team is out today so we are not able to come today.  We do have an opening tomorrow at 1:30, if that works for you. (whatever the date)

 

Customer:  Yes, that works for me.

 

Great.    

 

Although we cannot guarantee it, would you be open to any last minute openings today? 

 

Customer:  Yes, that would be great

 

We would give you a 30 minutes notice before arriva,l but we do need to know the best way to reach you today because we can only hold any new opening for a few minutes?   (no jobs with keys)

 

Customer:  Call me at the same number.  

 

Great.  If we don’t call you back today we will see you tomorrow at 1:30 (Whatever time)

 

Thanks again for your flexibility

 

 

Customer:  Send me a text or email.   

 

I can do that but I need you to reply saying it’s ok to come at the new time.

 

Bumping a customer to their next service date

 

Unfortunately we are not able to come today because we are short staffed.  We do have 4 new cleaners hired but they will not complete their onboarding process until the end of next week.

 

That means the first availability I have is the same week as your next regularly scheduled service date. 

 

Are you able to wait until your next service on XXX date?

 

Customer:  I can’t wait that long. I need my house cleaned asap. 

 

  • We understand that some customers may not be able to wait until their next service date, so we are giving those customers priority booking.   We can come on XXXX

 

 

  • We are excited about the new people we are bringing on board, and we are adding even more cleaners so we can be over staffed so we don’t run into this problem again.

 

 

 

  • We’ve never had to do this before but we had 5 people in the last month quit unexpectedly.  One was in a car crash and cannot return, 2 pregnancies that have restricted work hours and 1 who decided to do something else. 

 

 

  • Recruiting has been more difficult in the last few months than ever before and it’s not just us, It’s a national problem.   (It’s on the News, and all employers are struggling to get people to work)

 

 

We appreciate your understanding and your account will be noted that we had to skip a cleaning, that way it will never happen again. 

Multiple Bumps – Staffing Way Down - Holidays

 

I’m sorry we have to reschedule your service (again).  We’ve already hired people but it’s going to be 1-2 weeks before we are fully staffed again.  Some of our people left because the big-box stores are advertising big signing bonuses and much higher hourly rates during the holidays.

 

This has only impacted our staffing by 16% across all locations but it is impacting our customers.

 

We have increased our wages 3 times during the last year and we’ve always been the highest paying cleaning company, and best overall employer so this little set back will be temporary but  we are once again increasing our wages just a little to get closer to these big-box stores.

 

If you have an emergency cleaning we will give you priority booking but if you can wait 2 weeks we should be back on track.

 

If they ask for a discount:  We cannot give you a discount or coupon for this inconvenience because our costs are continuing to increase.  I’m Sorry.

 

If they say they are suspending:  I completely understand but be prepared that other maid companies are not scheduling new customers for at least a month out. 

Bi-Weekly customer skips service:  

 

(Look to see if the customer has been bumped in the last 90 days, if they have then we are not changing the price or time unless they had skipped their last service also which creates an Occasional, as long as its not related to being bumped) 

 

Action:  (Next Service is no change in cost or price.)

If we have not bumped them then the following script applies.

 

Script:   No problem, we will cancel today's cleaning and we will see you at your next service date of XX (tell them the date) We normally charge the monthly price if you skip service because it will be a month from last cleaning.  This gives the team a little more time just like all Monthly customers.  We can waive that this time and we trust the team won't need more time.

 

Action:  (Next Service is no change in cost or price.)

Customer Skipped last service too

 

Ok, no problem.  Normally we would keep your price and time the same but I notice we didn't clean your home at your last service date so this next service we will need more time because it will be XX weeks in between service and that price and time will be XX

 

Action:   (Increase their price for Bi-Weekly x 1.17 to get the monthly price)

Monthly skipping service

 

(If the customer wants to skip, then simply tell them it will be at the occasional price and time)

 

Action:  (Increase monthly price x 1.10)  

Weekly skipping service

 

Action:  Check to see if they had skipped previously to determine the next price.  Same logic and script for Bi-weekly except for Weekly to Monthly conversion 

Ceiling fan damage

 

Good Morning Roslyn,

 

The ladies notified me that while we were cleaning your home yesterday your ceiling fan broke. We sent pictures to a handyman and asked what could have caused this - because we were using ordinary care while dusting. Ceiling fans should have some movement to them and his response was that the screws were bad or probably loose.

 

He said he would be available today to come out and fix it for you, he has 5 star reviews on google.

 

Moving forward, would you like us to skip dusting the ceiling fans or maybe dust them only but once a month? We just don’t want this to happen again in the future.

 

Thank you,

Clutter question as found on the set up form and script for Pricing Tool form

 

(Preparing for the maids arrival.)

 

It’s common to ask home owners to prepare their homes for service, before the maids arrive.  You will get a reminder notice the day before each cleaning to help you prepare. 

 

Although this is a common part of maid service, I do need to read you our Policy on Clutter.

 

If we run into a few clothes, toys, or general clutter in a room, we’ll gladly pick them up and place them in some order.  The same goes for a few dishes left out in the kitchen. The problem comes when the entire table, counter or floor is covered. Our policy is "Any area completely covered with clutter, will not be cleaned.” 

 

And because the maids clean several homes a day, we’re not able to wait for rooms to be de-cluttered or be delayed in accessing rooms scheduled for cleaning.

 

Do you have any questions or concerns about this policy?

 

Recording the call notice to customers for Pricing Tool

 

This call is being recorded for quality assurance and to record your answers to the questions on this pricing tool.  Are you ok with us recording your answers and this call?

 

Scheduling beyond 2 months

 

If you want to schedule something beyond two months, we will take your name and phone number and call you 2 months out to lock down a date and time.

 

We can always find a spot in our calendar 2 months out.  No problem.  It’s just that our operating system will not hold a date that far out.

 

Valuables, monies & firearms.

 

Please take precautions when you have any outside service workers in your residence. Be conscientious about leaving certain items unsecured. We hire honest people and conduct background searches on everyone. But let’s not tempt anyone with cash, jewelry, credit cards, checks or other valuables which are easily accessible. Also, if there are guns or ammunition in the house, please have them locked away.

 

Polishes and Wax Policy

 

Our cleaners are not allowed to use floor cleaning solutions that contain Oil or Polishers.  These products create slippery floor hazards and our cleaners are not trained on applying polishers. The cleaners will get your floors clean, which is the first step prior to applying a finisher or polish.