Welcome.
If you've never had a cleaning service, let us show you the ropes...
Frequency. When you have a professional company clean your home, a cleaning team will come to your residence as often as you decide. Most White Glove customers have their home cleaned twice monthly, but this depends upon individual circumstances.
Your Team. White Glove works in teams of two people, one of which is the team manager who is responsible for their work performance. While a number of our customers have told us that they have used cleaners who often are late or never show up, White Glove works on an appointment basis and we have an excellent service record. We try our best to arrive on time, and generally we always do. If, however, we are going to be more than fifteen minutes late, the team manager will call.
Generally the same team will clean your home each time. While we make every effort to assign the same team to a customer, on occasion it may be necessary to substitute one person or both.
Supplies and Equipment. The team brings its own cleaning supplies and equipment. If you prefer a particular cleaning agent, or if you want us to use your own equipment, we are happy to do so. Please be sure that sufficient amounts of the cleaning agents are set out along with any equipment you want our team members to use.
Our Work. White Glove has a very thorough checklist of tasks that we perform. If you have any special requests for your team, we will be gladly to make written notes so that it will be done at each service. Please realize that extra work beyond our standard checklist may involve an additional cost.
Maintenance Plan. We prepare a written plan for keeping each customer's home continuously clean. While many tasks are performed at each service, some are done on a rotational basis so that even tasks not requiring frequent cleaning are done according to a plan. Your individual Maintenance Plan keeps your home always clean. Any homeowner request--no matter how small--is recorded so that whatever you ask your team, you can be sure it will be done without any further reminders.
How do cleaning businesses charge?
It is a common practice for cleaning businesses to give "estimates." An estimate is given based upon the square feet of a residence and/or by asking a number of questions. Questions are designed to get an idea of how "dirty" a place may be and the amount of time required.
"Estimates" are a way of any service business to get their "foot in the door." Once the work has commenced, often a larger cost is given due to the time involved or hidden costs and upcharges. White Glove has upfront prices and never a hidden charge. We charge a flat rate depending upon the number of bathrooms. It's that simple.
Of course we ask for what we call an "in-home interview" so we can introduce ourselves to the homeowners, and to allow us to answer any questions. At the same time we can be sure that a home is not especially dirty or messy which will require an extraordinary amount of time. If so, we will adjust the cost and make sure the cost is agreed to before starting any work. It is rare to charge more than our basic quoted rate, and we usually only do it if a homeowner requests additional services.
Payments. Each time your team comes to your home our team manager leaves a payment envelope for the next service. The date and time of your next service is given on the envelope. You simply place cash or a check in the envelope, seal it, and leave it for the team. Upon completing the service, your team manager will take the envelope and leave another for the next service.
You may also pay by credit card using Pay Pal online. Or you can pay regularly using your bank"s bill pay service.
|
|
How To Be A
Responsible
Customer
| White Glove is an extremely responsible business making every effort to serve our customers to the best of our ability. Our customers often ask what they can do to be equally responsible as a customer. Here is what you can do:
- Help Our Efficiency and Your Value. Please see that floors and furniture are accessible. If you have children, please see that toys and other belongings are off the floor and in their proper places. Time spent clearing floors, washing dishes in the sink, cleaning up spills and other messes, the less time your team will have for thoroughly completing their required work. Of course, we expect to pick up some things and clean up some messes now and then, and we are happy to do so to help you out. But consistent time-consuming extra work may increase your cost.
- Please Make Changes in Advance. As with any professional service, we turn down other work in order to save a particular time slot for you. If you cancel or change at the last minute, we still must pay our team members even though we cannot schedule them for other work. Please make any changes with your appointments at least a week in advance if possible.
- Please Avoid Lockouts. A "lockout" means that our team is unable to enter your home for some reason. For whatever reason, we keep our appointment, but we cannot get in to do our agreed-upon work. In such an event, we must pay our team members for their time, and it is unlikely we will be able to assign other work with such short notice.
- Appropriate Temperature Please. Your cleaning team would appreciate a cool temperature in your home during warm weather. If they must adjust the thermostat, they will re-adjust it upon leaving.
|
Q: Must we sign a contract?
A: No, we base our business on the trust and goodwill of our customers. You are free to cancel a cleaning day, change your schedule, or terminate our services at any time. We do ask for as much advance notice as possible (at least a week) because we must pay our teams and try to reassign them to other work.
Q: Are two-person teams best?
A: While some companies use teams of several people, we prefer a two-person team, and the same team at each service. Not only does this limit the number of people coming into your home, it helps to create a friendly rapport and communication between the homeowner and the team, which we feel is important in doing our work well. The team gets familiar with homeowners' expectations, and they know the house well, which helps in doing our work as you expect.
Q: What are your work days and hours?
A: We clean Mondays through Saturdays. Work on Sundays is one and one-half times the regular cost, but only if we can arrange for a team to be available on Sunday. A team usually only cleans two houses per day in order so as not to compromise quality due to a lack of energy. Teams usually start at 9:00 am and finish in the afternoon.
Q: I know that White Glove has a strict green cleaning policy, but the chemicals even in green cleaning products can cause an allergic reaction. If any cleaning product used by White Glove is on my "do-not-use" list, can I ask that it not be used in my home?
A: Yes, certainly. Some of our customers supply specific products that are their favorites; we are happy to use what is requested.
Q: What is your tipping policy? Is tipping required?
A: You are free to tip as desired. As with any other service, it is not required, but it is a sign of your appreciation for the work your team does. Our teams work hard and they really appreciate any gratuities received. Generally customers who tip leave $5 for each team member for each service. Gratuity money can be left outside the payment envelope for the team members, or it can be included with the cash or check inside. If you pay by credit card or bank bill pay, we suggest leaving a cash tip for your team.
Q: How do I let you know how I feel about your work?
A: We encourage you to speak directly to your cleaning team manager for minor comments, including praise for a job well done. Our feedback form on this Web site allows you to evaluate our performance, too. We share your comments with your cleaning team, and your form is printed and place in your Maintenance Plan folder so we are always reminded of your positive comments, and to make sure that your team never forgets your suggestions for improvement.
Q: How does the team get into our house if we are not at home?
A: There are 4 options:
- Key Option. Generally a key is given to a White Glove manager who puts it in a safe place. Your key is removed on your cleaning day, and it is returned the same day. Keys are closely monitored to prevent abuse. White Glove is insured with Lost Key Protection. In the unlikely event that a key is lost, you will be informed immediately. Our insurance will pay for complete redoing your door locks.
- Key Upon Arrival Option. You may leave a key at some designated accessible place at your residence. It will be put back in its place upon leaving.
- Garage Code. A code for opening the garage door is given. The team will punch in the code and enter through the garage.
- No Key Option. With this option, someone at the residence, or a neighbor with a key, meets the cleaners. Frequently a homeowner will let their team in and then leave with instructions to lock the door and leave through the garage.
Q: Can someone be home when you are cleaning?
A: That is perfectly ok. Since we have efficient procedures, we would appreciate, however, uninterrupted accessibility to all rooms being cleaned.
Q: Are pets a problem?
A: Generally not. We want to get to know your pets and their names. In most cases they are free to wander about as usual. If, however, they pose any danger, we ask that they be kept away from our workers. If a pet poses a problem by getting in the way or chewing on our equipment, your team will kindly ask what we can do together to solve the problem.
Q: Can you supply references?
A: Yes, we are happy to supply references and written testimonies.
Q: How do you work around a home security system?
A: Customers with security systems give instructions that are put in the confidential Maintenance Plan that your team carries to your home on cleaning day. You can be sure that your team will be very careful to disengage and to reset the alarm if that is what you instruct.
|
Two Additional Questions We Have Received
Q: We hired a cleaning lady who comes to our house each week. She was a very kind person, but she was limited in what she could do. She tired easily, didn't clean in hard-to-reach areas, and her work left a lot to be desired. We've never tried a professional cleaning service; should we?
A: First, you have nothing to lose because with White Glove's Triple Assurance Policy we make sure our customers are pleased. Second, we are professionals who strive for thorough cleaning that exceed our customers' expectations. Many people feel that a cleaning service is far greater than a freelance cleaning person because, as professionals, our cleaning is more complete and is done in less time. Also, by using a cleaning business, you don't have to worry about breaking IRS tax laws.
Q: A friend used a home cleaning company and the workers ate some food in the refrigerator without permission. I think this is awful. Is this what I can expect as a White Glove customer?
A: Indeed not. First, we screen our workers for not only competency, but honesty, too. Second, we have policies that prohibit consuming anything unless specifically invited by a customer. As further examples, a White Glove worker will place even a penny or nickel found on the floor in an obvious place for the homeowner to find. Privacy must be respected, and not even a drawer or cupboard be opened unless it is necessary for cleaning.
|
|
