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Castle Care Cleaning |
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| Guide to Hiring a House Cleaning/Maid Service |
So why hire a maid or house cleaning service? The number one reason is to save valuable time. Countless hours
of dreaded housework can be saved that allows you to have more time to do the things you love and enjoy.
Finding a good reliable professional service that can meet your cleaning needs is not that daunting of a task if
you just know what you're really looking for and the right questions to ask. It. Cleaning services are rapidly
becoming not a luxury anymore, but instead a needed service in most homes.
So once you've decided to hire a maid/house cleaning service, what questions should you be asking? Here's a
guide to help you navigate the waters a little more effectively.
Most people that hire individuals or even cleaning services to clean their homes are not aware of what they
should be asking before turning over the keys to their homes. When interviewing cleaning services customers
should ask the following questions:
1. Are you fully licensed, bonded and insured? This means having the appropriate licensing, a surety bond,
and most importantly adequate liability insurance of at least $500,000 if not $1,000,000 to protect you just in case
something happens while cleaning your home..
2. Do you have worker’s compensation insurance? (Find out what your state requirements are) A good
service will cover workers with WC even if they fall under the states minimum requirements.
3. Do you use employees or independent contractors clean my home?
4. Do you preform re-employment screening and criminal background checks before hiring. Do you
perform random drug testing of all employees?
5. Who will be cleaning my house? One person? A team? Is there a trained crew leader or crew manager on-
site at all times?
6. How do you train your employees, do you have a formal training program?
7. Do you provide a satisfaction guarantee with your services?
8. Make sure all expectations are clear and up front. Ask about any service or task that you expect to be
performed that is not mentioned or listed by the owner/ manager.
9. Are there standard Industry practices and policies that a service should follow? While the residential
cleaning industry is relatively young compared to many industries there is not currently an official industry
standards program or certification program (The Association of Residential Cleaning Professionals is working to
develop such a program for our members.)
10. What is typically included with residential cleaning visits? There is a somewhat wide range in service.
Some may offer more services while others will not do certain tasks. All reputable professional services should
offer a comprehensive list of services that should include most all surfaces in the kitchen, bathrooms, living areas,
bedrooms, and the floors. Make sure they perform key services like vacuuming, wet mopping, etc. Ask for a list of
what they perform, or request a list of what they will do in your home when the quote is given. Be sure to clarify up
front what is included with the service you will receive.
11. Do I need a maid or a cleaning service? While many call themselves maid services and others call
themselves cleaning services most are the same. Most cleaning services perform basic home cleaning with a wide
range in services. The days of the typical "maid” are all but gone. If your expectations include things like laundry,
ironing, shopping, organizing, looking after the children, or things beside basic house cleaning you will want to
discuss this with the service you are interviewing. While there are people available for this type of work most
cleaning professionals do not provide those services. If you are looking for a home manager or a more in depth
service you might be more suited to seek out a domestic placement agency. Most everyone’s needs can be met
by a professional cleaning service with some input from the customer.
12. How do I arrange payment for my cleaning service? The standard procedure for payment is a check to
be left at the time of service. Consult with your cleaning service to see what payment options are available. Cash,
check, and major credit cards are generally accepted. Payment is most always expected at the time of service.
Some services require pre-payment for first time or one time service.
13. What kind of insurance do I need to ask about? Legally just about the only insurance requirements
pertain to worker’s compensation insurance. It is very important to ensure that the service carries other types of
insurance. Liability insurance should be at the top of the list. Most carry a third party Theft Bond Request. There
should be an insurance certificate for each type of insurance. Check policy dates. It will take more time, but if you
request an insurance certificate from their insurance company you will get it.
14. Are you bonded? While most reputable services do carry a "dishonesty” bond, unfortunately this really is
not as important as you may think. Most carry them because they are cheap and they do protect in serious
obvious theft problems. This insurance will only pay if the person is caught, tried, and convicted. More importantly
make sure there is proper liability insurance, workers comp, and find out what measures are taken in the pre-
hiring and screening process. Ask if they do a criminal background check.
15. Is it okay to leave a note for the cleaning people? Definitely yes. It is always a good idea to
communicate whether you have concerns with the service or if you are very pleased with the service. Do not wait
and write notes only when you are dissatisfied. All communicated feelings are good ones!
16. What if I forget it is my cleaning day? Most services charge for appointments missed that are not
cancelled in advance. If the service has a key for your home most will go ahead and clean the home and let you
pay later. This is another reason why giving a key is a good idea. Sooner or later everyone forgets and who
wants to pay for a service they didn’t get? If you don’t give them a key and you forget it is your day, don’t give
them a hard time, pay for the visit and then give them a key.
17. What do I do about inappropriate behavior? DON’T STAND FOR IT! Your telephone should not be used
UNLESS ABSOLUTELY NECESSARY. Most professional cleaning teams should have their own means of
communication. Your food should never be eaten. Your drawers or personal things should be left closed and
never looked at. If you feel like anything is inappropriate call the owner/manager at once. Cleaning service
owners go to great lengths to ensure they only send well-trained cleaners to your home. If you experience
anything other than this then let the owner/manager know at once. They will appreciate your concern and
feedback.
18. What if I have a security system? Cleaning professionals are used to dealing with alarms and various
types of security systems. The ideal is to provide a separate code that you can easily change if needed. Many
times people choose to not give the cleaning service the code to the alarm and inevitably it is left on when the
cleaning team comes. Not only is this ordeal nerve racking, it can end up costing you money. You may not get
your home cleaned that day and still have to pay for it, plus most local police departments charge a fee for false
alarms. If you are dealing with a professional service then you should feel confident turning over alarm codes or
keys to your home.
19. What about my pets? This is an issue that should be discussed in detail before the service begins. Ensure
that your pet does not intimidate or scare the cleaning person. If the person does not like the animal or is afraid
of it this is a recipe for disaster. Most good services will match up professional cleaners that are animal lovers with
clients with animals. You will need to make arrangements to put animals away or secure them if they will impede
the work of the cleaning crew. Also, advise them of any animals such as cats that may try to escape quickly if a
door is opened. Nothing is more frustrating to a cleaning crew than an escaped animal over which they have no
control. Also, it is very dangerous for the animal. If you have a pet with special needs or that makes a mess,
please make arrangements to control these occurrences. Cleaning services should not be expected to clean up
after pets.
20. What if something is broken? Unfortunately breakage happens occasionally with even the most
experienced and conscience cleaning professionals. Do not wait until it happens; discuss breakage up front.
Make sure it is clear who is responsible for what, depending on whether it is a small incidental or if it is something
of value.
21. What if something is missing from my home? This is NEVER a good feeling and it is almost always the
cleaning person who was last in the house! Try and remain calm. Retrace your steps; about 90% of the time,
whatever is missing will be found within 24 hours (it happens all the time). HOWEVER if it is not found or if the
disappearance is obvious, call the owner/manager. Give a complete description of what is missing including
important information such as serial number inscriptions, or any distinctive markings. Give the manger the
opportunity to correct the situation. Please keep in mind, though, that ALL good managers treat the accused as
innocent during any investigation. However, it is not unreasonable to suspend the service or ask for a different
cleaning person until it is resolved. Fortunately, with good hiring and background checks a good service will
rarely have REAL cases of theft. Most cases turn out to be simply misplaced items.
22. What if someone is injured while cleaning my home? If you use a reputable well-run professional
service, they will carry worker’s compensation insurance. States require businesses to carry this coverage when
there are a certain number of employees. It varies from state to state on the required number. Even if the service
uses independent contractors, they are still required to carry workers comp. If they do not carry workers comp or
you have an individual cleaning your home and there is an injury, you will be held liable for the injuries
.
23. What am I suppose to supply? Professionally staffed and home-run cleaning services most always supply
their own products and equipment. This is for a number of reasons. Mainly for productivity and training purposes.
Not to mention that most customers find it a relief not to have to buy or store cleaning products in their homes any
longer. This is especially beneficial when concerning small children and their safety. Home cleaning
professionals are trained on the products they use. This is necessary in regards to using the product efficiently,
effectively, and most importantly safely. If you have a product or cleaning supply you prefer used in your home
let the service owner manager know about it. Provide information on the product and if you have it a MSDS
(material safety data sheet)
24. What if I have chemical sensitivities or want only safer-environmentally products used in my
home?
The trend in society is toward more "green”, "environmentally friendly”, "Non-toxic” products for everyday life.
There are many products readily available for home use. Many service owners already have in place "green
cleaning” programs while others are just getting into that segment of cleaning. Take time to ask what products
they use. Investigate for yourself (if you do not already know) what products suit your needs or are safe for you,
your home, and your family. The Internet is full of information on green cleaning. If you do require special
products and want them to be used in your home. Detail each product to the service owner/manager.
Professional home cleaning services do not merely start spraying and "going at it” with cleaners. A large part of
training goes into product safety and knowledge. If you supply a product you expect to use make sure that you
supply the cleaning service with a MSDS (material safety data sheet).
25. What is an MSDS? (Material safety data sheet)?MSDS (Material Safety Data Sheet) are forms that
include all information related to cleaning products and supplies relating to chemical make up, safety, chemical
reactivity. Cleaning professionals are required by OSHA to have MSDS information for all products they use in
their services. It is a good idea that homeowners obtain this information for all products they keep in their homes.
26. What if I am unhappy with the service I receive ? CALL!! Talk to the person doing the cleaning or call
the service owner. Don’t let it go for any length of time. You should call as soon as you are aware of the
situation. Call the first time you feel the service is not as it should be. A good service will welcome your comments
and do all they can to ensure that you are happy. The only way they will know that you are not a happy customer
is if they hear from you. Unfortunately, the service is not likely to improve without you addressing it. If it warrants a
second cleaning and you are that dissatisfied with the service you paid for, the service should have a policy
where they come back out. You will find out rather quickly if they are sincere in their efforts to ensure that you are
a happy customer. Usually give it two or three cleaning visits to improve. If no improvement is made, find another
service. When hiring a new service let them know what you were unhappy about with the last service; that will go
along way to ensuring your satisfaction.
27. What does guaranteed service mean? Every professional home cleaning service should offer a service
guarantee or satisfaction guarantee. If you are unhappy with service you receive then what ever you are unhappy
with should be corrected. If you are unhappy or something was missed call immediately do not wait a day or two
when the house will be ‘lived in”. The service owner/manager should gladly send the a team back as soon as
possible to correct a mistake or over sight. It should be expected that you should only require the service to come
back if it is something that was obvious or really matters. If it is a something small, or incidental do not have them
come back, but rather call the office or leave a note to ensure that it is not missed again. Neither Service owners
nor the cleaning crews like to have to come back to your home for a task that may require a very short time. With
a guarantee in place you should be assured good service. If items are repeatedly missed or not performed up to
the standards you and the service owner agreed on then it may be time for a discussion of a crew change or
perhaps discontinue the service.
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Serving Beaverton, Tigard,
Hillsboro, Portland, Tualatin,
Lake Oswego, & Wilsonville!
Hillsboro, Portland, Tualatin,
Lake Oswego, & Wilsonville!
