Purpose: Use this rating scale to help set client expectations and determine how much work is needed at a particular home. Client expectations often differ from Technician Expectations or from the person who scheduled the cleaning. We need to get on the same page and set expectations before cleaning.
How to do it: During your walk through use the dirt code to plan what you will accomplish. Generally the goal is to move up one “Level” however the client may request something more. Then discuss the plan with the client making changes to your plan as necessary. Make sure you and the client are on the same page and both clearly understand the plan and what will be accomplished. Then call or send a message to update the Field Support Rep (FSR) Team.
Model Attitude: The answer to the clients question “Can you help me” is always “Yes!”. We may not be able to do it today and we may need help from someone else (even another company) but we will help them accomplish their goals. We can do it!
| “Level 1”: Immaculate maintenance level. Low end of quote. Focus on clients requests. |
| “Level 2-3”: Exceptional maintenance level, Good maintenance level. Low to middle of quote |
| “4-5”: Marginal maintenance level, May require extra time. Mid to high end of quote |
| “Level 6-7”: Recommend upgrading to Deluxe. High end of quote plus additional hours. |
| “Level 8-10”: Deluxe cleaned needed. More than one visit at the highest quoted price. |
| “Level 11”: Decline the job. Safety hazard. Potential reasons: Householder that makes you feel uncomfortable/scared for your safety, extreme human or animal waste, drugs or paraphernalia, “hoarding”, any other dangerous or extreme filth, outside our scope of work. We highly recommend using; other cleaning service, an in home care service, 1800junk.com, or some other service. |
Useful phrases:
“We are really happy you called us. We’re looking forward to helping you get your home clean!”
“Your home needs some extra attention in several areas. In order to accomplish all the tasks on this invoice we’ll need to charge the high end of the quote, maybe more. If you’d like us to stick to a specific budget today let’s go over a few tasks that can be saved for another day”
“You’ve done a great job maintaining your home. We likely won’t need all the time quoted here. Are there a few specific tasks that you would like us to focus on that are not part of our general cleaning?”
“To help you stay within budget I’d like to focus my (teams) work on… then we can focus on on … another day”
Time Tip:
The PMC rules remind us to “Pay attention” and “Keep track of your time”. After the 1st bathroom is done, check your time. Are you on track? (update client & fsr). About halfway through the quoted time are you about halfway done with the cleaning? (update client and fsr).
