Happy Holidays, cleaning crusaders! Did we mop or vacuum the floor before we set up the tree? I know you did, and I'm so proud of you.
I said that I'd talk about expectations on both sides of the business arrangement between Homeowner and Cleaning Tech, so here's the first bit of that: what you, the Homeowner, can expect from your Tech. Bear in mind that there are two sides to this story, and this is only one of them. These are things that a Tech should know to do without being told. If they fall down on any of these, you should bring it up with them (NOTE: I didn't say 'fire them,' I said 'bring it up.'), and expect improvement. As with any employee, if they don't improve, then it's time to re-think the business arrangement, but seriously, folks. Give them at least one chance.
1. Punctuality
Now, in my business, I make it clear up front that I generally show up for my cleanings 'at some point during the agreed-upon day.' My clients tend to like this, as they're at work during the day, and as long as they come home to a clean house they're perfectly happy. But if a client DOES want me to show up at a certain time, I make sure it's a time I can make before I agree to it, and I do my best to be punctual. Your tech should respect your time, especially if you want to be there to let them in before you head for work for the day, or something like that. If he or she has trouble showing up on time, talk to them about it and see what you can work out that's agreeable for both of you.
On this same note, your Tech should keep his or her appointments. If they say they'll be there on Tuesday, and they flake...you've got a problem. If something comes up, your Tech should call you as soon as possible to reschedule. If they wake up and are ill, okay, but they should call and let you know what's going on. If you're going through a company, the office will usually send someone else in their place, but again, they should inform you. If you like your Tech and would rather they just send him over next time he's available, tell the office. If you're not picky about who does it as long as it's done, let them send someone else. Once again, it's about respecting your time. Your house should get cleaned when they say it will, or they should call you to reschedule.
2. Honesty
This goes hand-in-hand with #1 up there. If they schedule a clean, they should show up. If they quote you a price, they should stick to it (or have a Very Good Reason to do otherwise). They should leave all your things (more or less) where you left them. If they damage something of yours, they should own up to it and offer to make restitution somehow. All cleaning companies should have a policy in place to deal with damaged property, and insurance to cover such instances. You should ask your cleaning people about this policy, preferably before you hire them.
3. Privacy
Your tech is in your house. I learn a LOT about my clients when I empty their trash. I have spare keys, I know their alarm codes, I know their work schedules, and sometimes I know their family drama (for instance, if I come in and half the furniture's gone and the check is from Mrs. X when it's usually from Mr. X, I can safely assume there's some kind of breakup happening). Do not underestimate just how much your tech knows about you and your life. But DO expect them to respect your home and your privacy when they're doing their job - and when they're not.
One of the most important qualities a cleaning tech should have is Discretion. It means that if they do go home and need to tell their boyfriend, 'Whooo, there was a blowout at that house last night! I was cleaning beer off the ceiling!' They're not going to use your name. Not that the Tech's husband knows you, it's just the principle of the thing. If you have to go from once-a-week cleanings to once-a-month because your husband lost his job, you should be able to tell them this and know they're not going to go mentioning it in a way that could let other people in on your business. They should keep your keys in a safe place, as well as any personal information they have on file about you.
There is a corollary to this, though. A cleaning tech WILL call the police if they suspect something illegal is going on. If there's a funny smell and a weird homemade chemistry set in your garage, don't be surprised if the tech reports it. If they see a beaten and underfed dog chained outside, they're going to call the ASPCA (at least, I hope they will). Your tech has a right to a safe work environment, and they have the responsibility to call the authorities if they see something illegal, just like any of us do. Now, I'm pretty sure drug dealers aren't really the type to hire me to clean their countertops, but I have had to tell the office that I found somebody's, uh...cooking...spices (yeah, we'll go with that), and I've been in houses that were so very, very filthy that they actually constituted a massive fire hazard. I don't feel at all bad about A) reporting these things to my higher-ups, as I worked for a larger company at the time and it was policy to let them deal with it, and B) refusing to clean those places again. You should expect privacy and discretion from your cleaning tech, but you should NOT expect them to help you cover up when you're doing something wrong.
Notice that none of these expectations actually refer to specific cleaning chores. That's because each company and each tech is different. When you're interviewing a new cleaning service, you should ask them what they do during a basic clean, and they should tell you, SPECIFICALLY, what it is they do. Some places wash windows, some don't. Some take your trash out, some change the sheets, some do laundry...some don't. Don't expect your tech to do what you want them to do unless you've DISCUSSED with them what it is you want done. Just waving your hand and saying, 'Oh, it just needs cleaned...you know,' is NOT EFFECTIVE. I've dealt with this more times than I care to remember, and it makes for a horrible business relationship.
Next time, we'll talk about what the tech expects from you - yes, we have expectations as well. Have a happy Monday! Chase a dust bunny for me.
0 comments:
Post a Comment