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Arrival window, plus estimate travel and cleaning times accurately
One of the quickest ways to make a client angry is to show up late. The customer sees this as disrespect for their time and for them. Here are a few ideas to keep your team punctual and keep your clients happy.
Give your client an arrival window. Never agree to arrive at a specific time for the job. An arrival window will help insure your team is on time. Tell the customer to expect your team to arrive between X and Y. I recommend a one-hour arrival window for first appointments (i.e. 8:00 to 9:00) and a two-hour arrival window for all remaining appointments of the day (i.e. 11:00 to 1:00, 1:00 to 3:00, etc.).
Give your crew enough time between appointments. While it might take 20 minutes to get across town in the middle of the morning, rush-hour can double that. Be sure to pad the schedule of your team with enough leeway so they can make it to the next appointment at the right time.
Estimate cleaning times accurately. If Mrs. X’s house is always a huge mess that takes you four hours to clean, plan appropriately. Don’t assume that it will take less time than the last time you cleaned it.
Ask your team to call you immediately if they think the job will take longer than expected. Be prepared to juggle schedules if one of your cleaners tells you that Mr. Y just hosted a party last night and they’ll need an extra few hours to tackle the mess. Then you can send someone else over to cover the appointment that was next on their schedule.
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