Employee Training Guide:
Customer Home Arrival

Welcome to Maid Svc! As a potential valued member of our team, you will play a crucial role in delivering exceptional cleaning services to our customers. This guide is designed to ensure that you are well-prepared and professional when arriving at a customer's home.


Professional Appearance:

  • Wear the designated company uniform (all black scrubs and shoes). Attire should not have any logos, designs, print, etc.

  • Maintain a neat and tidy appearance.

  • Team members with long hair shall use a ponytail. 

Punctuality:

  • Arrive on time: Be punctual to your appointment.

  • Communicate delays: If you anticipate being late, inform the office promptly.

Parking:

  • If arriving at a clients house, park on the street, do not park on the driveway or lawn.

  • If arriving at an apartment/condo building, park on the street or parking structure. If payment is required, submit proof and payment to office, you will be reimbursed.

  • If no parking is available within walking distance, feel free to use valet service if available within the residents building but notify the office first.


DO NOT use your phone at the clients property unless you need to contact the office. NO PERSONAL CALLS OR TEXT MESSAGES ARE ALLOWED AT THE CUSTOMERS PROPERTY DURING SERVICE. If you need to make a personal call or send a personal text message, if time permits, this should be done before entering the residential community and/or entering the clients home. No calls are allowed in the elevator. Personal calls or text messages may be initiated after the service has been provided and you have left the property. 

Front Desk (apartment and condo buildings):

  • Ensure a consistently professional approach when approaching the front desk. It's essential to be aware that the front desk serves as the primary communication channel with residents/clients, relaying all pertinent information.

  • Greet the front desk warmly and introduce yourself with a smile

  • Let the front desk know that you will be providing services for a resident in the building.

  • Provide the clients full name and unit number.

  • Provide your full name (NOT THE COMPANY NAME). ID may be required

Elevator in apartment and condo buildings:

  • Ensure a professional approach when using the residents elevator. 

  • Always wait till everyone exits the elevator before attempting to enter the elevator.

  • Ensure to stand with the cart in a way that space is provided for others to enter. Help maximize the space within the elevator.

  • NO PHONE CALLS ARE ALLOWED in the elevator.

  • It's essential to be aware that the clients neighbors, friends and/or family members may be using the same elevator.

Arrival & Initial Communication:

  • Initial knock should be light, if client does not respond, feel free to knock louder.

  • Greet the customer warmly and introduce yourself with a smile :)

  • Enter the clients home with the cleaning cart but leave the cart near the front door. 

  • Place shoe covers or remove shoes before entering the living areas.

  • Confirm the scope of work: Discuss any unusual cleaning tasks with the customer and ensure mutual understanding.

Safety First:

  • Prioritize safety: Be aware of potential hazards in the customer's home and address them and/or notify the office.

Respect for Customer's Property:

  • Handle belongings with care: Treat the customer's property and belongings with utmost respect.

  • If a door to a bedroom or bathroom is closed, Knock before entering.

  • DO NOT enter the clients closet without the clients permission or consent.

  • DO NOT place any vacuums, mops, etc against the wall.

  • DO NOT place any cleaning products or equipment on the clients countertops, tables, furniture, etc.

  • DO NOT use the clients microwave to heat up any food, etc.

Cleaning Procedures:

  • Follow company cleaning standards: Adhere to the cleaning checklist and procedures provided.

  • Use eco-friendly products: Ensure that all cleaning agents are used responsibly and are environmentally friendly.

  • Read labels, etc. If you are not sure what the cleaning solution is, please contact the office with any questions, etc.

  • 1XUSE supplies: Ensure that all the new supplies provided in the black 1XUSE bag are used once and disposed after service is rendered. Any 1XUSE supplies that were not used, keep in the black 1XUSE bag and may be used in another clients home.

Problem Resolution:

  • Report issues immediately: If you encounter any problems or challenges, report them to the office promptly.

  • Communicate with the office: Address any concerns with the office via text message promptly. Do not use phone in the clients view to communicate to the office.

Customer Service:

  • Be courteous: Interact with customers in a friendly and respectful manner.

  • Ask for feedback: Encourage customers to provide feedback on the service.

Confidentiality:

  • Maintain confidentiality: Respect the privacy of the customer and keep any sensitive information confidential.

Closing Procedures:

  • Confirm completion: Before leaving, confirm with the customer if they are satisfied with the service.

  • Lock up: Ensure all doors and windows are secure before leaving the premises.

  • Dispose of any trash from the clients home including any used 1XUSE supplies in a trash bin (most likely located outside) if at a house or trash chute in an apartment or condo building.

Follow-Up:

  • Thank the customer: Express gratitude for their business.

  • ”Your professionalism and attention to detail will contribute to the overall satisfaction of our clients. Thank you for helping us maintain the highest standards of service.”

    - Maid Svc