How do I start the service?
When you call the first time we ask a number of questions to determine your needs. The best way to determine the price is to meet at your property for a free in-person estimate. We will discuss about what is important to you and help you pick the package that is right for your needs, matches your expectations and also fits your budget. After that we determine the day and time that works best for your schedule. We will fill out your personal Client Sheet with all the information, and will take a credit card number to hold your appointment.
Do I need to be at home?
It is always a good idea to be home for the initial visit, so that you can show the cleaners around, point out any specific problem areas, or show what not need to be touched, and at the end-do a walk through with cleaners to ensure the quality. After that more than 90% of our regular recurrent clients prefer to provide us with the copy of the keys to their homes. You can leave the house and we will call you 30 minutes before the crew is finished, so you could come back home and check on the job.
What if I need to add anything to my regular cleaning? What if I have construction in my home?
Please keep in mind if there is a construction/repair project going on or if you need to add anything additionally outside of regular cleaning it will take additional time for the crew and will be billed accordingly. It will not be included into your regular flat rate. Just call or email the office with any special instructions so that we could adjust the time and focus of cleaning accordingly.
Does your staff need a parking space? Is it included in price?
Because our staff carries all the supplies they come in their own car. We do require a parking space to be provided for 1 car. If we need to find parking on the street or assigned parking lot we will add parking fees to the total bill in addition to the fee for service (especially it applies to downtown areas and areas by the lake where parking can be really challenging) . Parking fee is not included into our service pricing.
We reserve the right to choose closest public parking vs. metered street parking in order to avoid getting a parking ticket or if it takes too long to find parking on a street. If your street is zoned please provide a parking permit for our car each time a crew comes in. We do not allow our staff to take any illegal parking even with clients permission.
Do you take client's keys? How do you secure them?
Most of our regular clients prefer to supply a copy of the keys and alarm code. This way they don't have to worry about waiting around for our team or being charged a lock out fee if they forget about the cleaning by accident.
Each key is tagged with the number only. There is no information about where it belongs to. And we cross reference the tag number with the address in our system. Even in the event if a key gets lost-there is no way for anyone to find out what it opens.
What if I need to reschedule appointment? Or temporarily stop service?
No problem at all! As long as you tell us by 9AM the day BEFORE your appointment we can make any changes. For Monday cleanings: all changes should be communicated no later than Friday afternoon (12PM). You can skip, reschedule, stop and re-start service. We may need to spend extra time when you skip your regular appointments. The additional time will be billed per hour so that we can bring your place into same condition again.
If we do not receive a proper notice for any changes or cancellation we may at our discretion apply a $45.00 lock out/late cancellation fee.
Do I get the same team?
We understand how important for you to know who is coming to your house. We give priorities to the weekly and biweekly clients first. Whenever you are on a monthly, tri-weekly or "on-call" cleaning schedule we will have to send the team that is available for the time you request. You can certainly request your favorite team or a cleaner and we will try to coordinate with their availability.
For all weekly and biweekly clients we keep the same team as long as same people work for our company and you don't change your schedule. Any time there are changes in team-we will let you know.
Will they be coming at the same time
We guarantee the same day/same team service for weekly and biweekly clients. Some of our clients are more flexible than others. We need to be very personal about your needs and wants. Make sure to communicate to us if it is crucial for you that our cleaners come at a certain time. Otherwise we can guarantee exact time for the first appointments in the morning (starting between 7AM and 8AM). Any appointment after that time is subject to a 2 hour ETA with a 30 minute advanced call. We will try very hard to be closer to the exact time as long as there are no unforeseen circumstances.
How many people usually come?
Our standard team consists of two people. We may send two teams or a team of three for bigger and more intense jobs that require a lot of man hours. All regular recurrent visits are scheduled for a two people or a single person team. They work efficiently and fast, and at the same time your place does not get overcrowded.
Does your staff speak English?
Our staff speaks English on different levels. Although we never have any problems in communication between a staff member and a client, we do require all additional tasks to be made through the office, not through your cleaner. The office has to approve all extra requests and discuss with client any additional fees if applicable.
Are you insured? Bonded? What if something gets damaged or missing?
We are fully insured and bonded. You can view the copy of our insurance HERE. Please refer to our Terms and Conditions for more information about damages policy. Our staff is taught to report anything that happens in your house. If you find something is damaged please report to us immediately (within 48 hrs). If something is missing and you believe it happened after cleaning-call us immediately. All our staff members are required to take a polygraph test if they are suspected in theft.
Do I need to provide any supplies?
You do not need to worry about any supplies or equipment.
We do carry all the supplies and equipment, including mops and microfiber freshly laundered towels. 90% of our cleaning solutions are environmentally friendly Green Seal ® certified and non toxic. If you want us to use your cleaning supplies and a vacuum please let us know. We cannot not take any responsibility on how your cleaning solutions perform on surfaces or if your vacuum cleaners gets broken due to regular tear and wear.
How can I pay for services?
We accept all forms of payments and all credit cards. (yes, and Amex too). There is NO FEE to pay by card. You can write a check, pay by cash-make sure to get a receipt for all cash payments, or simply place charges on your card. We will take your credit card at the time of booking and securely keep it in our system.
How do you determine the price for regular visits?
Our estimates are based on our extensive experience and communication with our clients. There are no homes alike, and everybody's expectations are different. Our system is simple: the first two visits are charged by the hour. After the second appointment we determine the flat rate that is a unique amount just for your home that is based on many factors. That not only includes the size, the presence of pets, the regularity, but also every custom detail you want to add (or exclude) in your cleaning! The best way to get the price is have a free no obligations in person at home estimate. Please schedule your estimate now at 773-283-7505!
Is a tip pretty customary? How much should I tip?
Our staff earns a pretty competitive salary and does not rely solely on tips. Although whenever they do receive gratuity they always feel specially appreciated! A customary tip is like in any other service industry: 10-15% percent of the total bill.
Please, do not feel obligated! The quality of service will never depend on tipping.Your reviews will boost our staff members self esteem as much and is greatly appreciated!
Do you have any specials for regular clients?
Our repeat business is what makes our company growing. And we appreciate our clients A LOT!There are a number of ways how we pamper our clients. For more information, please visit our "Specials" link. Our weekly and biweekly clients receive discounted rates on all additional services as well as FREE ADDITIONAL HOURS of cleaning and FREE ADD ONS through the course of our relationship.
There is also a REFERRAL PROGRAM that gives you CASH for each referral that is coming from you.
If you are a realtor, please check REALTOR'S SPECIAL.
Do I need to sign a contract to become a recurrent client?
We rely on open communication. Our service quality is 100% guaranteed. Please let us know if the service was not up to your expectations and we will make every effort to make sure you are happy! There is no contract that binds to a certain amount of time that you have to use our service. It can be cancelled at any time with a 36 hrs notice.
There may be more questions than we could outline here. Feel free to call or email and ask!
This is also a good source of all possible questions and answers:
Consumer Guide to Hiring Cleaning Service: What Questions to Ask.
Please also review our Terms and Conditions for more information.
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