• (Applies to all staff)

    SOP 1.1 — Customer Communication

    Core Rule:

    Do not just respond. Lead.

    The goal of every customer interaction is to move the conversation forward.

    Standards:

    Be Prompt

    • Business hours: 15–30 minutes

    • After hours: next business day

    Be Polite

    Always:
    ✓ respectful
    ✓ patient
    ✓ calm
    ✓ professional

    Never:
    ✗ argue
    ✗ sound defensive
    ✗ rush the customer

    Be Clear

    Keep communication simple.

    Avoid:

    • overexplaining

    • long paragraphs

    • confusing language

    Guide the Customer

    Always offer the next step.

    Bad:
    “Let us know.”

    Good:
    “We have availability Thursday at 2pm. Would that work?”

    Close the Loop

    Before ending:
    ✓ answer the question
    ✓ establish next step
    ✓ clarify expectations

    SOP 1.2 — Scope Control

    Core Rule:

    Only perform what is approved.

    If it’s not on the estimate, it is not included.

    Never:
    ✗ add free work
    ✗ assume inclusion
    ✗ expand scope without approval

    If asked for extras:
    → follow Add-On SOP

    SOP 1.3 — Damage / Breakage

    Rule:
    Stop → Photo → Inform → Report

    Required:
    ✓ photos
    ✓ notify customer
    ✓ notify office

    Never:
    ✗ hide damage
    ✗ admit fault
    ✗ promise replacement

    Approved language:
    “We’ve documented everything and will review next steps.”

    SOP 1.4 — Documentation

    Required documentation:

    Before photos (when needed)

    Required for:

    • deep cleans

    • heavy buildup

    • risky areas

    • pre-existing damage

    After photos

    Required:

    • kitchens

    • bathrooms

    • add-ons

    • problem areas

    Work Notes

    Document:

    • add-ons

    • approvals

    • damage

    • unusual conditions

    • customer concerns

    Rule:
    If it matters, document it.

    SOP 1.5 — Complaint / Reclean

    Rule:
    Acknowledge → Fix → Review

    Steps:

    1. Receive complaint

    2. Acknowledge professionally

    3. Schedule reclean if valid

    4. Complete reclean

    5. Review internally

    Never:
    ✗ argue
    ✗ debate
    ✗ discuss refunds

  • SOP 5.1 — Customer Escalation

    Management handles:

    • cancellations

    • pricing disputes

    • severe complaints

    • legal concerns

    • reputation risks

    Rule:
    Protect the business first.

    SOP 5.2 — Pricing Exceptions

    Only management can approve:

    ✓ discounts
    ✓ bundled adjustments
    ✓ special rates
    ✓ one-time concessions

    Staff cannot.

    SOP 5.3 — Discipline / Write-Ups

    Use for:

    • repeated lateness

    • poor quality

    • policy violations

    • customer complaints

    Document:
    Issue → Discussion → Action → Follow-up

    SOP 5.4 — Hiring & Probation

    All hires:

    30-day probation.

    Evaluate:
    ✓ speed
    ✓ quality
    ✓ reliability
    ✓ professionalism

    Only retain if standards are met.

    SECTION 6 — SPECIAL SITUATIONS

    SOP 6.1 — Property Misrepresentation

    Examples:
    Customer says “light cleaning”
    House is extreme condition.

    Rule:
    Pause.

    Document with photos.

    Contact office.

    Possible:

    • price adjustment

    • scope adjustment

    • reschedule

    Never absorb major misrepresentation.

    SOP 6.2 — Severe Customer Conflict

    If customer becomes aggressive:

    1. Stay calm

    2. Do not argue

    3. End conversation if unsafe

    4. Leave if necessary

    5. Notify management immediately

    Safety first.

    SOP 6.3 — Pricing Transition (Archived)

    Used only during service model changes.

    Not active daily.

    MASTER PRINCIPLES

    We do not argue.

    We do not guess.

    We do not work for free.

    We do not create our own policies.

    We follow the system.

    The system protects:

    • the company

    • the customer

    • the crew

    • the schedule

    • the profit

  • (Secretary / Admin)

    SOP 2.1 — Lead Handling

    Goal:
    Convert inquiries into walkthroughs.

    Flow:

    1. Respond quickly

    2. Answer basic question

    3. Offer walkthrough immediately

    4. Offer time slot

    5. Close for booking

    Bad:
    “Let us know.”

    Good:
    “We have an opening Friday at 10am. Would you like that?”

    Rule:
    Always create momentum.

    SOP 2.2 — Residential Estimate Calculation

    Base Rule:

    All pricing starts with Zillow square footage.

    This is the baseline.

    Manual Adjustments

    Allowed:

    Add:

    • unfinished basement rooms

    • bonus rooms

    • attics

    • additions

    Subtract:

    • excluded bedrooms

    • excluded offices

    • excluded sections

    Measuring Formula:

    Length × Width = Sq Ft

    Example:
    12 × 15 = 180 sq ft

    Recording Format:

    Square Footage Adjustments:

    • Basement Office: 180

    • Guest Bedroom: 140

    Net: +40

    Rule:
    Manual measurements refine scope.
    They do not replace Zillow.

    SOP 2.3 — Square Footage Objections

    Use:

    “Our pricing uses publicly available property records as the standard baseline to keep pricing fair and consistent.”

    Do not:
    ✗ recalculate live
    ✗ argue
    ✗ change pricing without approval

    Escalate if records are clearly inaccurate.

    SOP 2.4 — Scheduling Policy

    Allowed recurring:
    ✓ Weekly
    ✓ Every 2 weeks
    ✓ Every 4 weeks

    Not allowed:
    ✗ custom monthly dates
    ✗ rotating schedules
    ✗ as-needed recurring

    Offer closest option.

    SOP 2.5 — Existing Client Change Requests

    Includes:

    • skips

    • reschedules

    • frequency changes

    • access changes

    Always:

    1. Confirm request

    2. Check policy

    3. Document change

    4. Confirm back to customer

    Never make permanent changes without updating records.

  • (Cleaning Technicians)

    SOP 3.1 — Arrival & Entry

    Rule:
    Arrive on time.

    Arrival window:
    Within scheduled window.

    Upon arrival:
    ✓ park appropriately
    ✓ gather supplies
    ✓ knock/ring professionally
    ✓ introduce yourself if customer is present

    If access issue:
    Contact office immediately.

    Never:
    ✗ enter unapproved areas
    ✗ move vehicles without permission

    SOP 3.2 — Add-On Work

    Rule:
    Price → Approval → Document → Perform

    Never do unapproved extras.

    Required:
    Clear customer yes.

    SOP 3.3 — Job Execution

    Rule:
    Work efficiently and consistently.

    Standard order:

    1. High dusting

    2. Surfaces

    3. Bathrooms

    4. Kitchen

    5. Floors

    6. Final touch-up

    General:

    • top to bottom

    • left to right

    • dry before wet

    Maintain pace.

    SOP 3.4 — Quality Check

    Before leaving:
    Walk the whole job.

    Check:
    ✓ glass
    ✓ mirrors
    ✓ appliances
    ✓ bathrooms
    ✓ floors
    ✓ corners
    ✓ trash

    Ask:
    “Would I pay for this?”

    Fix issues before leaving.

    SOP 3.5 — End-of-Job Exit

    Before leaving:
    ✓ all work checked
    ✓ equipment removed
    ✓ doors locked
    ✓ alarms reset (if applicable)
    ✓ thermostat left as found
    ✓ lights left as found

    Final:
    Notify customer or office.

    Rule:
    Leave property secure.

    SECTION 4 — CREW LEADER SOPs

    SOP 4.1 — Crew Leadership

    Crew leaders are responsible for:

    ✓ assigning tasks
    ✓ maintaining pace
    ✓ checking quality
    ✓ managing problems
    ✓ communicating with office

    Rule:
    Lead by example.

    SOP 4.2 — On-Site Problem Resolution

    Includes:

    • customer complaints

    • scope confusion

    • access issues

    • employee problems

    Flow:

    1. Stay calm

    2. Assess

    3. Attempt simple solution

    4. Escalate if needed

    Do not improvise pricing.

    SOP 4.3 — Budget Hour Management

    Rule:
    Every job has a labor budget.

    Crew leaders must monitor:

    Price ÷ budget rate = budget hours

    Watch for:

    • running behind

    • heavy buildup

    • scope creep

    If over budget:
    Notify office.

    Do not silently absorb bad jobs.

    SOP 4.4 — Training Oversight

    New hires:

    • paired with experienced tech

    • monitored for speed

    • monitored for quality

    • corrected immediately

    Crew leader signs off readiness.