Frequently Asked Questions
1Are you hiring? What if I want to work for you?
If you are a professional house cleaner, someone willing to always go the extra mile for our clients, are of extremely high character, dependable and would like to make above average wages call us now to discuss available employment opportunities.
2What if I have a problem or question not mentioned here? Who do I call?
We are always available to answer any questions you may have and/or resolve any issues. Simply call the office at 615-885-MAID (6243) and we will be happy to help. Our hours are Monday through Friday 8:00am to 5:00pm.
3Do you offer a guarantee?
We offer a 100% guarantee. If you are not happy with any part of our cleaning service, simply let us know within 24 hours and we will come back on the next business day and address any concerns. We believe in continuous improvement and are always looking for ways to improve service to our clients. This is why we have such a high client retention rate. Were not saying we never encounter any issues but I can tell you we will always do our best to rectify them as promptly as possible.
4How do I pay for my service?
We take cash, checks and MasterCard and Visa. If you wish to pay via cash or check, simply leave the cash or check on the kitchen counter (preferably in an envelope marked for the house cleaner) and your house cleaner will pick it up at the time of service. If you wish to pay with MasterCard or Visa we will process the payment directly from our office on the day of your service. We will always mark the amount and form of payment on your cleaning checklist with any appropriate notes and leave it on the counter.
5Do I need to provide any cleaning supplies?
No. We provide all cleaning supplies and equipment needed to thoroughly clean your home. If you want to use any specific products you provide simply let us know in advance and we will be more than happy to oblige!
6How do you handle special requests?
We want to make you happy, so if you have any special requests or would prefer we don’t perform some of our basic cleaning tasks, simply let us know and we will customize your cleaning to your needs. We’ll even put out fresh food and water for your pets if you want us to – just tell us where to find the food and consider it done. You’re the customer and we are only happy if you are happy!
7How is my cleaning service scheduled?
Once you decide to use our professional housecleaning service we will work with you to help find the best possible day to service your home and meet your needs. We normally work Monday through Friday from 8:00am to 5:00pm. A factor that may determine your specific cleaning day is the weekday on which a housecleaner is already in your area. If your housecleaner is already cleaning several homes in your neighborhood on Wednesday, then that is likely to be your assigned cleaning day. It is not economically feasible to send a housecleaners several miles out of their way when they’re working in another part of the city on Tuesday, for example, if there is a housecleaner in your neighborhood on Wednesday. It’s also important to understand that while we may be able to tell you whether we will be at your house in the morning or afternoon on your scheduled day, it is virtually impossible to set a specific time of arrival. Your housecleaner can’t stop cleaning before they’re finished at the Brown’s house in order to get to the Jones’ house by 10:30 AM, for example. What is important is that if we promise to come on Thursday, then you have every reason to expect us to show up sometime on Thursday — and that is important. What if I need to reschedule my cleaning or I accidentally lock out my housecleaner? If you need to reschedule or cancel a cleaning simply let us know as far in advance as possible. At the very least we would like to have a 72 hour notice of a change or cancellation and we will gladly make the changes for you. We know that every situation is not planned and emergencies happen so we will work with our clients when something comes up to try and rectify the situation the best way possible. If we need to reschedule because your cleaning falls on a holiday or due to an unplanned event we will call you to reschedule your service. Please try to remember that our cleaning professionals count on a certain amount of work and pay each week to live and if we can’t provide a steady work schedule for them we will have a harder time keeping and attracting high quality cleaning professionals to work for our company and our clients. If a house cleaner shows up to your home on your scheduled visit and cannot get in due to no fault of our own, you may be subject to a lockout fee. Our typical lockout fee is 50% of the normal scheduled cleaning price.
8What happens if something in my home is damaged?
We always treat our clients homes with the utmost care and respect. However, accidents can happen, even with the most careful house cleaners. If something is damaged or broken, the house cleaner will notify the office right away and will leave the item (if size permits) on the counter with a note informing the owner of the damage. We will attempt to repair or replace the item. In all cases we will work diligently with you to rectify the situation as quickly as possible. We will pay up to $100 per breakage item, when value is verifiable. Please move expensive figurines or glassware to a location we do not clean, or have us skip that area completely if you do not wish to accept the risk.
9Do I need to be home when you clean?
Most of our clients are not home when we clean. We make special arrangements with the client to obtain access (most clients provide us with a key) including how to handle alarm codes, pets, problems, etc. All client keys are coded and referenced by that code only in our password protected database. So if a key ever gets lost, there is no way someone could identify where the key belongs. As well, all keys are checked out in the morning and checked back in at the end of the day and are kept locked in a safe at night (and don’t worry, the reference code for your key is never kept in the same place as the key). All the details are worked out prior to coming to your home for the first time clean and are provided to each housecleaning professional every time they come to your home.
10How many persons will clean my home?
We happily and intelligently run one person, two person, three person, four person teams depending on the clients, the location, and the circumstances. All team members are highly trained and supervised and one person will always be a team leader. We typically send the same person for recurring (weekly, bi-weekly) cleaning assignments. Regardless, we always let the client know if there will be any changes and who is coming to clean their home.
11Why do you charge more for the first time cleaning?
Before we can begin to perform routine weekly or bi-weekly maintenance cleaning on a home, there are usually a variety of “first-time” tasks which require extra attention on our first visit. Our first cleaning visit is more like a spring cleaning. In fact, it’s not uncommon for our house cleaners to spend two times longer on a first-time cleaning than it takes us on regular, repeat maintenance visits.
12How do you charge for your Services?
Weekly and bi-weekly assignments account for most of our total revenue, and are mostly performed on a fixed-fee basis. These fees are most often established by one of our managers on the phone. Special cleaning requests, most occasional or one-off housekeeping assignments are performed for an hourly fee.
13How often will you clean my home?
We specialize in repetitive, weekly or biweekly housecleaning with an emphasis on reducing the allergens in your home. We also do one-time cleanings, move-in/out, spring, fall or anytime cleaning. If you need something done, don’t hesitate to call and ask us. If we can’t do it, we’ll be honest and tell you so (we’ll even help you find someone who can) and if we can do it we’ll tell you that too!