HOW TO MAKE YOUR SERVICE THE BEST IT CAN BE
How should I prepare my home for the cleaners?
So that we can spend more time focusing on cleaning your surfaces rather than moving your items please consolidate:
- Items on surfaces – store under your sink or in a container while we’re there
- Floors – anything that doesn’t belong on the floor should be stored in a closet or on a bed. Kids toys, pets toys, or laundry piles for example.
- Make sure we have proper access to your home (working key, code, fob, etc.)
- Disarm your security system if you have one during your service time slot.
Keep in mind that our arrival time is +/- 30mins (unless notified otherwise). If we’re not consistent, we want to hear about it.
Have a meeting scheduled the day we arrive? No problem. Please make sure to text (602) 476-9321 before so we can let the crew know to do that side of the house/room first. That way we can stay on task and on time for your service.
If for some reason you must occupy a space during the entire scheduled time of your service, unfortunately our crew may have to skip cleaning it due to time constraints in our schedule.
Do I have to be home when the crew comes to clean?
Nope! We are happy to enter or exit the home by whatever means you are comfortable with. If you prefer not to be there, some common ideas are:
- Let us in and then head out to run errands. We are happy to lock up and exit through the garage.
- Give us access with garage or door code.
- Hide a key outside for us to use during the service.
Will I get the same crew every time?
We strive for consistency. With that said, employees sometimes get sick, go on vacation or move on to other opportunities. Each employee is trained using the same manual, quizzes and processes.
Frequent staff meetings keep everyone on task and aware of new policies, products and procedures.
We use the standard checklist and your client profile notes to ensure that we provide you with the same consistent service every time.
If we don’t do what we said we would do, we want to hear about it.
If there are changes in your regularly scheduled date or time of your cleaning, this will most likely result in getting a different crew that day.
If you want a better chance at having the same crew, consider signing up for biweekly or weekly cleaning services!
What should I do if I need to change my service date or time?
We are happy to accommodate cancellations or reschedules! This is what we need from you to make the process smooth and painless:
Text us at (602) 476-9321
48 hours or more to avoid a cancellation fee (50% fee within 48 hours of scheduled service and 100% fee for cancellations on the day of service)
Understanding that the availability for a reschedule in the near future varies
What should I do if I need to get in touch with my cleaning crew?
Have notes or a question? Please don’t hesitate to:
- Text us at (602) 476-9321
The office will relay the message to your crew! We will take care of it as soon as possible.
What should I do if I want to change notes or customize my service?
As soon as you realize you need a change, we want to know! Even though our crew may be in your home when you realize you want a change, we ask that instead of talking to the crew to instead:
- Text us at (602) 476-9321
This way we can make sure your notes get updated and ready for your next service with us.
If you discuss changes/customization with a crew leader on site, there is a risk of the information not being relayed due to their focus being pulled multiple ways with their busy schedule. Please only text this information so that office staff can get you what you need for your next service!
What happens if something at my house is damaged during the service?
Going GreenHouse has the insurance and bonding to give you peace of mind:
General liability insurance protects you against damage to items in your home
Worker’s Compensation protects you against someone hurting themselves on the job on your property
Bonding protects you from theft
If anything in your home is irreplaceable or priceless, please let us know so that we can make a note in your file to steer clear of that item or, for 100% safety, put the item away in a safe place on the day we come clean.
Please be aware that we do our very best to leave everything in your home in better condition than we found it, but accidents do happen!
If an accident does occur at your home, the Crew Leader is required to fill out an Oops! Damage Report Form which will notify you as well as the office of the incident.
What if I don’t like a particular smell?
We totally understand. Smell is super important, especially when you come home and want it to feel fresh! If you have issues with a particular smell, please:
Text us at (602) 476-9321
We will make sure to put it in your notes and our team will coordinate the best solution for you.
What if I have allergies?
Please let us know at your consultation if you have allergies to certain products. Didn’t realize until after your consultation? Don’t worry, you can:
Text us at (602) 755-2830
Your safety and comfort is important to us.
Are we okay with pets?
We love our furry friends! One of the perks of this job is getting to make friends with so many cool cats, dogs and other animals. We have no problem at all with friendly and excited animals. However, if your pet:
Has toys everywhere
Has had an accident
Is anxious or aggressive around strangers
We ask that they please be on a leash or in a secure are while the crew is there and the toys and excrement be picked up BEFORE we arrive!
Please be aware, if you refuse to crate, leash, or secure an anxious/aggressive animal that this is grounds for cancellation of our services with you.
Should the cleaning crew clean up after my pet?
We love your puppies, kitties, lizards and bunnies! We don’t love their excrement. Cleaning up pet messes including:
- blood
- urine
- feces
- vomit
This is the responsibility of the pet owner BEFORE we arrive! We are happy to let your pets outside (with your permission) to take care of business.
Should I tip the crew that cleans my house?
Tips are never expected but always appreciated! If you feel that your team went above and beyond please feel free to reward them. Here are a few ways you can show your appreciation:
Treats
Gift Cards
Cash
Positive feedback texted to us at (602) 476-9321
Leaving a 5 star review on Google, Yelp, or Facebook
Did you know employees get incentives for a job well done? Kudos!
What if I’m unhappy with my service?
Please let us know right away if your service is not up to par so that we can determine a way to earn a 5-star review form you in the future. We are ready and eager to please, so let us know how we can adjust your service to knock your socks off!
After every single service, we will send a feedback request email. However, if you don’t want to wait for the feedback email to come to you, here is the best way to get in touch/give feedback:
- Text (602) 476-9321
- Within 48 hours of your service
- Provide pictures
Our policy is 100% satisfaction guarantee for all services except for hourly based. This means that we do not offer refunds but we will send a crew out to your house as soon as is convenient for you, to bring the service up to the standard we pride ourselves on.
What kinds of cleaning products do we use?
We make sure your environment is Non Toxic. That’s why we make sure our products are:
Pet safe
Kid safe
Used on the proper surfaces
What is the proper etiquette when my cleaning crew is in my home?
We try to transform as many homes and lives as we can every day. To make sure we can achieve this goal, please refrain from casual off topic conversation or following our crew around during your service. This allows us to complete your cleaning within your allotted time so that you don’t incur added charges for over time.
That doesn’t mean we don’t want you to voice any concerns or changes. If you have any just:
- Text us at (602) 476-9321
What forms of payment do we accept?
We take all major credit cards through our online client portal to make it a super seamless experience for all! There is a 50% deposit required prior to scheduling any first time services.
If you’d like to tip your crew, don’t worry, there will be a way for you to do so when you pay!
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