Getting started with a cleaning service
Getting started with a cleaning service is an exciting time! A cleaning service offers a client freedom from jobs that many of them don’t enjoy doing. Nothing beats the feeling of coming home to a professionally cleaned house. Town & Country has been cleaning in the Triangle area of North Carolina since 1991. From this experience, we can offer some valuable tips to make sure that you get the most from your cleaning service.
Preparing For A Clean
Do I need to prepare my home for a cleaning ?
When getting started with a cleaning service we don’t expect you to clean. That’s why you hired us! However, you will get much more from your clean if your home doesn’t have too many things that need to be picked up to get to the surfaces we are cleaning. If we cannot access the surface, we cannot clean it.
Make Sure Key Areas Are Accessible
Make sure that any important areas are picked up before the cleaners arrive. Our cleaners are coming to make sure that your surfaces and fixtures are clean and sanitary. We are not really there to clean up big messes. We do try to make sure things are straightened up and neat as we go through your home. However, if an area is not accessible for vacuuming, dusting, or cleaning, we are not going to be able to take care of it. Bedrooms covered in piles of clothes or toys are going to be done in a more limited way. We will vacuum and clean wherever you have left open for us.
Ensure that groceries and cooking items are cleared from countertops in the kitchen. Find a spot for the never-ending pile of mail. Make sure children’s rooms are picked up so that we can vacuum. Try to knock out a bit of the mountain of laundry that’s waiting for you in your bedroom. Corral up the cosmetics in the bathroom. When getting started with a cleaning service the more areas you can get open and clear, the more that our cleaners can take care of for you. Additionally, you will appreciate the extra motivation to keep your house in order.
What if I want additional things cleaned beyond our original scope?
Some additional items can be added a la carte, such as extra bed linen changes (one is included in the price) interior of ovens, interior of refrigerators, inside of cabinets. We simply ask for 48 hours heads up so that we can make sure we have the space in the schedule to accommodate extra tasks. If you don’t see your item listed, please reach out so that we can discuss pricing and define expectations. Any add on services must be cleared by the T&C Office in order to make sure that we are carrying the proper equipment, and have adequate time available to complete these tasks.
Identify Your Biggest Concerns
Discuss and point out your primary cleaning concerns up front. By identifying these areas we can ensure that we will be able to provide you with a service that exceeds your expectations. Be specific! As an example, if you tell your cleaning service you want the baseboards cleaned, pretty much everyone will say “Sure we do that”. However, if what you mean by that is that the cleaner is scrubbing the baseboards with a toothbrush, you are likely to be quite disappointed as there are very few cleaning services that will do so without a hefty upcharge.
For some people getting started with a cleaning service means that detailed dusting of the home is the most important thing. For others, the bathrooms are the most important focus. One of our clients largely prefers that we ignore cobwebs in her home, because she does not mind spiders. In my own case, I have several small children, so the floors are of utmost concern. Because of this I am willing to overlook slight imperfections in the dusting if my floors are in great shape. Our cleaning process is the same from home to home. Yet, by telling us upfront which areas are the most crucial in your eyes, we can ensure that those areas receive extra attention and care.
Designate Delicate Items In Your Home
Town & Country Cleaning often sees two variations of this question. The first one is “Do I need to be home for my cleaning service?” Then, the second variation is “Do I need to leave my house when the cleaners arrive?” Simple answer to both questions. NO. Town & Country does not require you to be at home to clean. Many of our clients, over half to be more clear, give us a key to enter their home whether or not they are there.
Can I give you a key to my home?
Absolutely! The majority of our clients give us a key to their home. This allows you and us to have more flexibility. If you can’t be home, you do not need to worry about moving your appointment, because we can arrive and clean anyway. We then take the key and assign it a random alphanumeric code which is recorded on your work orders. Our electronic work orders are generated by a secure program we use for scheduling, communication; etc. This program is password locked, and the information about your clean is only accessible to administrative staff, or your cleaners on the day of service. Administrative staff assigns out keys to the correct cleaners each day. They are then returned to a lock box in the office at the end of day.
What if I have an alarm set?
No worries! Your home is probably the largest investment you’ll ever make. We understand the desire to protect it. Our electronic work order system allows us to securely store your alarm code. Your cleaning technician can only view this information on the day of your cleaning appointment.
Do I Need To Leave My House For My Cleaning Service?
You do NOT need to leave the house when we come. Many of our clients work from home these days, or are retired and like to stay at home. Some of them may even be homebound because of health concerns. We are always happy to see your smiling face! Some of our clients and employees have gone on to have a working relationship that has lasted more than a decade. Still, if you are working from home, we will take care not to disturb you. This also holds true if we are cleaning your business during business hours.
What About First Time Cleans?
One exception when getting started with a cleaning service to this would be your first time clean. The first time clean is important for making sure that we are all on the same page about your cleaning service. Additionally, we like to make sure that you are able to put faces with names for your cleaners, and at least one of our administrative staff. The first time clean is where we record information such as how we are gaining entrance into your home, or which areas we are to focus on, or what are the items in the home that require special care.
In a way, treat the first time clean like a first date. This is the time to share about yourself and your needs as well as ask questions to make sure we are moving forward in the same direction. We understand that there may be some small hiccups along the way as we get to know how to work with each other. At the same time, we want to make sure we are proactive in handling many of these issues.
My Cleaning Technician
Will I have the same cleaning service technician(s) every appointment?
Our first choice is to have the same cleaning technician in your home every visit. They know you. They know the special details of your home. However it is impossible to guarantee this every time. We give our cleaning technicians 2 weeks of paid time per year. We hope they will use it!
Additionally, cleaning technicians sometimes get sick, or their children get sick. In those events we will try to schedule you with another of our cleaning technicians until your normal tech returns. We try to record detailed notes in our work orders so that our cleaning technicians know the specifics of your home service
When will my cleaning technician(s) arrive?
We shoot for within 30 minutes on either side of your cleaning service appointment. Traffic and other factors might affect this timing. The home before you may require extra attention that day. We can set you up for text alerts for once your cleaning technician is headed your way if you need a precise ETA.
Pets In The Home
What if we have pets?
We have pets too! We love our pets. Most days of the week we have two dogs, Harry and Bear, that hang out in the office with us. Please let us know if you have pets as well as their names. There’s a bit of a running joke, with a thread of truth, that many of our cleaning technicians are quicker to identify a home by the pet’s name than the client’s name.
Do I need to put pets outside or away?
Usually pets are not a problem. Aggressive or high-energy pets may need to be confined or possibly put outside (e.g. an aggressive dog, even in a crate, may injure itself. A constantly barking or growling dog may turn aggressive).
Customer Satisfaction
How can I give you feedback about my clean?
The best way is to look for our quality survey in your email from Maid Central after a clean. We reward our cleaning technicians for quality work with a bonus each month. If they are doing well, we want to know! At the same time, if there is an issue, please let us know as well. The feedback system will automatically add your notes to the work order for their next clean. You may also reach out by phone or email. We want to make sure you are getting the best possible experience.
Should I tip my cleaning technician?
While tips are not required, they are greatly appreciated. However, unlike the restaurant industry, there is not an established norm for cleaning technicians. Some people tip every visit. Some choose to do a couple larger ones around holidays. You are welcome to tip your cleaning technician directly, or we can facilitate it by adding it to your bill. Any tips you give go straight back to your cleaning technician.
What if I am unhappy with my clean?
If a problem is reported within 24 hours of the clean, we can send a technician back to correct the issue. We guarantee your satisfaction, and we aim to deliver each time. But we are also people, and we do make mistakes. If we make a mistake, we always aim to correct it. The key here is communication. We cannot address an issue that we are unaware of. Many of our technicians have completed the IICRC House Cleaning Technician certification course. Despite our best efforts, the Institute of Inspection, Cleaning, and Restoration Certifications has not added mind-reading to their course material. You do not need to feel bad if you have an issue to report. It is our job to ensure that you receive the best possible service every visit. Communication is a vital ingredient in every successful relationship.