"I’m uncomfortable about having “strangers” in my home, especially if no one will be home."

 

Feel uncomfortable if you hire strangers you know only from a street sign, newspaper or Internet classified, or someone who just knocks on your door. Doing this could be dangerous. Hire only a legitimate business with a record of professional and ethical behavior. And only if they are liability insured and bonded.

 

White Glove prefers to hire family people with roots in the local area, and who seek permanency in their work. We make an effort to get to know our cleanologists and their families personally. Of course, every cleanologist is background and reference checked to ensure exceptional honesty and trust. White Glove has been in business since 2005, and we have not had a single incident in which a team member’s personal reliability or trustworthiness has been compromised.

 

We also keep the same cleaning team for our customers, and each team takes pride in creating professional rapport and friendliness with their customers. So, relax, and be confident that with White Glove you’re in exceptional company.

"I’m concerned about the quality of work because I’ve had cleaners and they didn’t seem to do a good job. Will it be worth it?"

 

We know exactly what you mean. Most cleaning businesses hire unskilled cleaners and pay them minimum wage or not much more. Of course they give “minimum-wage” service. Customers are dissatisfied because of oversights, inconsistent cleaning, inability to understand instructions (or not listening to instructions at all), and just not showing up or leaving town altogether.

 

At White Glove, we say there’s a big difference between “household clean” (the clean that homeowners generally do) and “professional clean” (the thorough job with high standards) that a professional cleaning company does. Since 2005, White Glove has earned a reputation for “fastidiously thorough” cleaning and customer care.

 

We monitor our customer’s satisfaction with each service, and we immediately follow up if we haven’t met your expectation even in the smallest way. Not only do we guarantee your satisfaction, we promise that we will not lose a single customer due to poor service.

 

We’re confident that you won’t find a cleaning service more dedicated to meeting customers’ expectations than White Glove. Period.

Q:  How do I give feedback?

A:  We encourage you to speak directly to your cleaning team leader for minor comments, including praise for a job well done. This can be done personally or by leaving a note in the feedback section on your payment envelope. Also, our feedback form on this Website allows you to evaluate our performance.  

 

Q: How do I get started?

A: Simply put in your zip code on our Get Started page. You will be given our costs and other information including the telephone number to call, or an email form, for an in-home interview. We will come to your home for a site inspection and a brief presentation. We’ll answer your questions, and you can schedule for your first service at that time, too. Thank you for considering White Glove.

Common Concerns

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 White Glove works very hard to 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 better than a freelance cleaning person because, as professionals, our cleaning is more complete, and our cleanologists are trained in how to safely clean your furnishings and promote durability and long-lasting optimum appearance. 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 will be opened unless it is necessary for cleaning. Don’t worry about snooping. We are professionals and this is our job. We want to get in, efficiently do our job, and leave.

 

Q: I’ve heard that the homeowner must pay taxes of people they hire for household work, such as gardeners, maids, nannies, etc. Is that true?

A: The answer is “yes” if an independent cleaning person works directly for you, and they make over $600 a year. But, the answer is “no” if you hire a business in which the employees work for that business. White Glove is a business, and our team members work for us.

 

Q: We have a retired lady who cleans for us two times a week, and we pay her in cash. Is she breaking the law?

A: She is not breaking the law unless she is earning more income than is allowed under Social Security, and if she doesn’t report her earnings as taxable income.  But the IRS would say you are breaking the law if you hire someone to do household work and if you control not only what work is done, but also how it is done. For your household employee, you must on file Form I-9 Employment Eligibility Verification, be registered by the federal and state governments as a business, withhold 7.65% of her salary for social security and Medicare taxes and pay your (the employer’s share) of these taxes, file federal and state unemployment returns and pay applicable taxes, and withhold federal income taxes and provide W-2 Wage and Tax Statement forms. You should refer to IRS publication 926 for information about household employees.

 

While it is true that many homeowners with freelance workers do not do all of this. But quite frequently if there is a wage dispute or some other conflict between the homeowner and the worker, the worker can file a complaint with the state government and the IRS in retaliation. This often cause a number of problems for the homeowner, especially if it is proven that the worker was being paid “under the table.”

Situational Questions

that we've received over the years

 

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.  However, 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:  What are your work days?
A: We work Monday through Friday. The earliest appointment is generally 8:30 or 9:00 a.m.

 

Q:  Can you supply references?

A:  Yes, we are happy to supply references and written testimonies. Some testimonies are included in the folder of materials given to each new customer at the in-home interview.

 

Q:  Are small teams best?

A:  While some companies use teams of several people, we prefer a 2- or 3-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 to meet or exceed your expectations.                    

 

Q:  How does the team get into our house?

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. We have never lost a key!

  • 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.

  • Garage Code.  A code for opening the garage door is given.  The team will punch in the code and enter and exit through the garage or a door that can be locked on the inside.

  • Key Upon Arrival Option.  You may leave a key at some designated accessible place at your residence, such as under a mat. It will be put back in its place upon leaving.

 

Q:  Can someone be home when the team is cleaning?

A:  That is perfectly ok. Since we have efficient procedures, we would appreciate, however, 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: What if we have to cancel or change the date of a scheduled service day?

A: If you must make a change, please call our office as far in advance as possible. At least a week in advance would be really appreciated so our teams can be reassigned to other work.

 

Remember, to get your free month you must have 5 months of uninterrupted service meaning no schedule changes. If you change your schedule, the 5-month countdown starts all over. If the free-month is not earned within one year, it is forfeited.

  

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 if something is damaged during the service?

A: We make every effort to clean with complete care and respect for your furnishing. However, if damage or breakage should occur while we are cleaning, we will make every effort to repair or, if necessary, replace the item.

 

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. If, however, you do include a tip in your check, we certainly see that they get it.

Q:  How do I give feedback?

A:  We encourage you to speak directly to your cleaning team leader for minor comments, including praise for a job well done. This can be done personally or by leaving a note in the feedback section on your payment envelope. Also, our feedback form on this Website allows you to evaluate our performance.  

 

Q: How do I get started?

A: Simply put in your zip code on our Get Started page. You will be given our costs and other information including the telephone number to call, or an email form, for an in-home interview. We will come to your home for a site inspection and a brief presentation. We’ll answer your questions, and you can schedule for your first service at that time, too. Thank you for considering White Glove.