ISSA › The Worldwide Cleaning Industry Association



SAMPLE INTRODUCTION / ABOUT US LETTER

Welcome!

What began as a solo house cleaning operation under the business name __________ in _____ has since grown into a professional house cleaning service known as _________ since ____.

What is the best way to save yourself time, energy and stress? Have Zephyr Cleaning Services, Inc. take care of the house cleaning for you on a regular basis! With our weekly or biweekly Maintenance Program, we can help you maintain a clean and healthy home environment. In order to maintain consistency with our cleaning processes, we provide all cleaning supplies and equipment needed to give your home a thorough top-to-bottom cleaning with each visit. Our cleansers are environmentally friendly and unscented and we use commercial backpack style vacuums, with true HEPA filtration, manufactured by Pro Team. Pro Team is the only vacuum manufacturer to have partnered with the American Lung Association to “raise awareness of indoor air quality issues in order to create healthier indoor environments”.

Our Pledge:

To provide our clients with an exceptional home cleaning experience through consistency in our cleaning methods, efficiency, integrity and communication.

What makes us stand out from our competition?

1) We are a NO ABUSE = NO PENALTY FEES service! Unlike our competition, we do not charge for late-notice skipped appointments or lock outs. We don’t need to charge penalty fees because we accept only exceptional clients who do not abuse this policy.

2) We are the only house cleaning service in the state of Idaho to be a member of ARCSI (Association of Residential Cleaning Services International). This esteemed organization provides continuing education within the house cleaning industry through participation in teleconferences, on-site seminars, workshops and trade shows. It is also an outstanding support network of house cleaning businesses across the U.S. Through these venues, we are able to stay abreast of trends in our industry relating to new products, efficient cleaning methods and processes as well as business development.

1) We work mainly in teams of two. We do our best to limit our rotation of team members in your home while still providing sufficient cross-training to our cleaning technicians. It is very important to us that you always have at least one familiar face in your home at each visit.

Are you ready for an exceptional house cleaning experience? We are ready to provide that to you!

8689 N. Liberty Ct., Hayden, ID 83835 208.755.5421

Memberships

As members of the Association of Residential Cleaning Services International, we enjoy access to a vast network of knowledge, continuing education programs and shared expertise among its members.

In achieving the ARCSI Residential Cleaning Seal of Excellence we have demonstrated our commitment to excellence in our business practices and the services we provide to our clients.

We are a proud partner of Cleaning for a Reason, a non-profit organization that provides free professional house cleaning services to women undergoing cancer treatment.

As members of the Coeur d’Alene Holistic Chamber of Commerce, we support businesses that promote healthy lifestyles, communities, and the planet.

Business Networking International – Giving us an opportunity to network, interact and build strong relationships with other business members in the community.

Guidelines for Hiring a Cleaning Service

So, you’re considering hiring a house cleaner or a cleaning service but how do you find the right one for you? Beware of shopping around for the “cheapest” quote or the “best” hourly rate. While a low rate may look great up front, you very likely will not be getting the best value for your investment. Consider the following key areas first when looking into hiring an individual house cleaner or cleaning service.

Licensing/Insurance/Bonding

Does the individual or company have a current business license?

If they are unlicensed or not current with their license, you may be responsible for their Social Security, Unemployment and Medicare taxes. You would, essentially, be considered their employer.

Are they registered with, or members of a trade association, such as ARCSI or the Idaho Contractors Board? Registration or membership in these types of organizations provides an added measure of credibility and confidence to the consumer and demonstrates the company’s or individual’s commitment to their professionalism in the industry.

Does the cleaning individual or company carry appropriate insurance?

An uninsured or inadequately insured individual or company means you could be responsible for medical expenses if a cleaner is hurt while working in your home. Additionally, your homeowners insurance likely will not cover damages caused to your hardwood floors, granite countertops, accidental breakage, etc., from a business-type relationship with an uninsured cleaner or cleaning company.

Is the individual or company bonded?

This serves as protection for you in the event that a theft by a cleaning individual or company employee occurs. It also serves as protection to the cleaning individual or company from possible false claims.

Reputation & Professionalism

Does the individual or company participate in ongoing education within the house cleaning field?

The house cleaning industry is constantly evolving. New products are regularly being developed and introduced and new uses for “old stand-bys” are frequently discovered. Participation in ongoing education keeps cleaning companies abreast of these new developments as well as offering education and support for the internal operations and management of the cleaning business.

Are they members of professional business/community organizations?

Participation in local business and community organizations demonstrates willingness to “give back” to the community and build professional relationships based upon integrity.

These questions and more importantly their responses, will distinguish a true “professional” from an “amateur”. Professionals participate in, and are engaged in, the cleaning business industry, continually striving to provide consumers with the best value for their services.

Rates & Team Size

Deluxe Program

Our Deluxe Program cleaning starts at $______ per labor hour. Though infrequent, a higher rate may be charged if there is a very high level of dust and/or grime build up or there is excessive clutter in the home.

Maintenance Program

Our Maintenance Program cleaning is charged a flat rate per visit. It is based upon a slightly lesser hourly labor rate than our Deluxe Program cleaning while taking into consideration the following factors:

Size of the home – square footage, number of bedrooms and bathrooms, number of levels.

Flooring and counter materials, special surfaces.

Living style/décor – minimalist to cluttered.

Activity within the home – number of adults, children, pets.

Frequency of service – weekly or biweekly cleaning.

Client’s cleaning needs/expectations – custom cleaning requirements.

Team Size

We generally work in 2-person teams. Occasionally a 3– or 4-person team may be needed in a home due to the size of the home and/or complexity of the cleaning. For our Maintenance Program clients, we do our best to limit our rotation of team members in your home while still providing sufficient cross-training to our cleaning technicians. This also allows us to better serve you when a technician may be out sick or on vacation. It is important to us that you always have at least one familiar face in your home at each visit.

Hours Of Operation

Our office hours are Monday through Friday, 8:00am to 5:00pm. Normal cleaning hours are Monday through Friday between the hours of 8:30am and 4:15pm.

Holidays

We observe New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. When December 24th and 31st fall on a weekday (M-F), we will close at 12:00pm.

Scheduling

The cleaning of a Client’s home is scheduled for a specific day and time on a weekly or biweekly basis. We do our best to adhere to this schedule and expect our Clients to do the same. We realize that on rare occasion, a situation might arise that may disrupt the established schedule.

In addition, due to the unpredictable nature of cleaning, we do our best to arrive as close to the scheduled time as possible. We generally do not run more than 30 minutes earlier nor more than 45 minutes later than the scheduled appointment time.

If Client wishes to have an additional service performed on their scheduled Maintenance cleaning day - clean inside refrigerator, oven, etc. - we ask that Client give us ample advance notification so that we may adjust our schedule accordingly to allow for the extra time needed.

Skipped Maintenance Program Appointments

Should Client need to skip a scheduled cleaning appointment, we kindly ask that Client provide a minimum of 36 hours prior notice to the office. A one-time rate adjustment may be made to Clients next scheduled cleaning after the skipped appointment to reflect the additional cleaning time required. Client vacations or periods when Client’s home will be unoccupied shall be evaluated on an individual basis.

We are a “no abuse = no penalty fees” service company and thus, we do not charge penalty fees for late-notice cancellations or lock-outs. We are aware that emergencies, illness and certain weather conditions may prevent Client’s proper prior notification of the need to skip a cleaning appointment. However, should Client skip more than two appointments with less than 36-hour notification within a 6-month period, Zephyr Cleaning Services, Inc. may opt to discontinue service permanently.

Inclement Weather

We will be closed for business when weather conditions prevent Coeur d’Alene, Post Falls and Lakeland School Districts from opening. We will do our best to reschedule Client’s cleaning.

Accessibility

Client shall make the service location accessible to Zephyr Cleaning Services, Inc. personnel on the scheduled service day. In the event we are not entrusted with a key or current entry code and the team is locked out of Client’s home, every effort will be made to establish contact with Client to arrange for entry into the home. If contact with Client is not made within 20 minutes of the arrival of Zephyr Cleaning Services, Inc. team, the scheduled cleaning will be skipped.

Client Key(s)

Client keys are coded and stored inside a locked cabinet to which only the two principal managers of Zephyr Cleaning Services, Inc. have access. Upon termination/cancellation of services, Zephyr Cleaning Services, Inc. shall return any Client key(s) in its possession no later than 48 hours after termination of services.

Payment For Services

A current credit card is required to be on file with Zephyr Cleaning Services, Inc. for all new and existing clients. Credit cards accepted are Visa, Master Card and Discover.

Maintenance Program Service

Payment for regularly scheduled service may be made by one of the following options:

* Client credit card which will automatically be billed on the first day of each month for that month’s cleanings.

* Cash or check made out to Zephyr Cleaning Services, Inc.. Cash or check payments are due and payable at the time of service. If Client will not be home at the time service is rendered, then payment must be left in a visible location at the service address.

One-Time or Initial Deluxe Program Service

Client must provide Zephyr Cleaning Services, Inc. with a current credit card prior to cleaning services being performed. Payment is due and payable upon completion of services. Payment may be made via the credit card on file, cash or check made out to Zephyr Cleaning Services, Inc.

Service Term

There is no specified term for cleaning services. Service may be terminated by either party at any time for any reason. We kindly ask that Client provide at least seven (7) days notification of discontinuation of services.

Cleaning Supplies And Equipment

Zephyr Cleaning Services, Inc. provides all necessary cleaning supplies and equipment. We use eco-friendly, unscented cleansers and sealed HEPA filtration vacuums for the benefit of our customers, the environment and our staff.

Licensing, Insurance and Bonding

Zephyr Cleaning Services, Inc. shall maintain proper licensing requirements and carry appropriate insurance, including bonding. A Certificate of Insurance may be provided to Client upon request.

Employees

Zephyr Cleaning Services, Inc. employees are thoroughly screened and fully back-ground checked prior to their employment with Zephyr Cleaning Services, Inc.

People and Pets

We are a people and pet-friendly company, within reason. If any persons or pets will be in the home while we clean, we ask that indoor activity be limited for cleaning efficiency and safety reasons. We will not clean up vomit or feces as these present a health hazard to our staff. Likewise, we will not clean cat litter boxes, bird cages, fish tanks, etc.

Satisfaction Guarantee

We offer a 100% satisfaction guarantee on all Maintenance Program cleaning appointments. Client must report any service issues within 24 hours of service. If you feel we have missed an area, we will return to your home to inspect, address and re-clean the specified area at no additional charge.

This guarantee does not apply to One-Time or Move-Out/In cleaning appointments.

Cleaning Hard To Reach Areas

Zephyr Cleaning Services, Inc. staff is not authorized to move or assist in moving any object weighing over 35 pounds. If Client needs an object of this nature cleaned, Client is solely responsible for moving the appliance, furniture or object out of the way prior to cleaning by Zephyr Cleaning Services, Inc. personnel and replacing it to its proper setting after cleaning of the area is completed.

Breakage Or Damage

While an occurrence is rare, we acknowledge that the possibility of breakage or damage is present while we clean. Our staff is required to report any incident to our office, immediately, and to leave Client a note advising of such an occurrence. Zephyr Cleaning Services, Inc. is not responsible for wall hangings that are improperly or insufficiently secured.

Rate Increases And Adjustments

Client’s Maintenance Program rate shall be increased annually, by an amount not-to-exceed 5% of Client’s current rate. The new rate shall be effective the first day of the month in which Client signed on with Zephyr Cleaning Services, Inc. Other adjustments to this rate may be made at any time during the year should there be changes to the frequency of Client’s established Maintenance Program schedule or home or living situation (remodel, change of address, number of people living in the home, significant addition of furniture, etc.).

Non-Solicitation Of Zephyr Cleaning Services, Inc. Employees

A $1500 referral fee will be charged to any Zephyr Cleaning Services, Inc. client who solicits the employment of any Zephyr Cleaning Services, Inc. employee while they are employed by Zephyr Cleaning Services, Inc.; or within a one (1) year period following the employee’s last day as an employee of Zephyr Cleaning Services.

Zephyr Cleaning Services, Inc. Policies

8689 N. Liberty Ct. Hayden, ID 83835 208.755.5421

Your breeze of fresh clean!

Deluxe Program Cleaning

Deluxe Program cleaning is a detailed, deep cleaning of your home and includes the services listed below in addition to the Maintenance Program cleaning tasks. We strongly encourage our Deluxe Program cleaning the first time we clean your home so that your Maintenance Program can begin with a fresh, clean slate. These detailed tasks are also available as add-ons to our Maintenance Program with prior advance notice and at additional charge.

• Cobweb patrol of normally unreachable areas

• Dust/vacuum stone fireplace surround

• Hand clean ceiling fans*

• Hand clean light fixtures*

• Hand clean doors & door frames

• Hand clean blinds—Must be wide, wood or faux wood for hand cleaning. Aluminum or plastic blinds will need to be cleaned by a professional blind cleaner.

• Clean all exterior cabinets*

• Hand clean baseboards

• Vacuum out all in-floor heating vents

* High ledges/fixtures/surfaces must be reachable with a 3-foot step ladder for hand cleaning and light fixture globes must be easy to remove and replace. We will not remove large fixture covers, such as those commonly found with fluorescents, due to their brittle nature.

Other Add-On Tasks

The following add-on services are available upon request, with prior advance notice for time scheduling purposes. These tasks may be added to either Maintenance Program or Deluxe Program cleaning at an additional charge.

• Clean inside oven (please run self-cleaning ovens the night before)

• Clean inside the refrigerator

• Shower glass water spot removal treatment: Polishes, seals and protects the glass. Water sheets off the surface and resists mineral deposits

• Wash walls and ceilings

• Remove shoes, etc. from closets, vacuum and replace

• Clean window tracks

Maintenance Program Checklist

Bedrooms and Office Areas:

? Remove trash/replace liner

? Dust reachable high areas/ceiling fans

? Dust blinds, front & back

? Dust light fixtures, lampshades and artwork

? Spot clean mirrors

? Dust/wipe furniture

? Clean switch plates as needed

? Linens: change or straighten

? Dust exposed heat registers and baseboards

? Vacuum carpet

? Vacuum/shake out rugs

? Vacuum & mop hard floors

Bathrooms:

? Remove trash/replace liner

? High dust & light fixtures

? Dust blinds, front & back

? Paper holder/towel racks

? Dust exposed heat registers and baseboards

? Tub & shower

? Commode inside, outside & behind

? Mirrors and counter

? Sink, faucet & drain

? Spot clean cabinet exteriors

? Clean switch plates as needed

? Vacuum/shake out rugs

? Vacuum & mop hard floors

Entry, Mudroom, Stairway, Hallway

? Dust reachable high areas

? Dust blinds, front & back

? Dust light fixtures, lamp shades and artwork

? Clean switch plates as needed

? Dust/wipe banister

? Dust between balusters

? Dust exposed heat register and baseboards

? Vacuum carpet/shake out rugs

? Vacuum and mop hard floors

Formal Living, Dining & Family Room Areas:

? Dust reachable high areas/ledges, ceiling fans

? Dust blinds, front & back

? Dust window sills

? Dust light fixtures, lampshades & artwork

? Spot clean mirrors

? Dust/wipe table tops

? Vacuum under couch/chair cushions, if needed

? Spot clean windows

? Spot clean patio doors

? Clean switch plates as needed

? Dust exposed heat registers and baseboards

? Vacuum carpets/floors

? Damp mop hard floors

Kitchens and Laundry Rooms:

? Remove trash/replace liner

? Dust reachable high areas

? Dust blinds, front & back

? Clean countertops & small kitchen appliances

? Microwave inside and out

? Stove/oven exterior

? Refrigerator/freezer exterior, rubber seals

? Dishwasher exterior & inside lip

? Trash compactor exterior

? Spot clean cabinet exteriors

? Clean switch/outlet plates as needed

? Inside windows above sink

? Dust blinds front & back

? Dust/wipe window sills

? Sink, faucet and drain

? Washer and dryer exteriors; inside washer lid

? Wipe tanks/dust pipes & tubing

? Dust exposed heat registers and baseboards

? Vacuum/shake out rugs

? Vacuum and mop floors

One bed linen change is included with each Maintenance Program cleaning provided fresh linens are left out. Additional bed linen changes are $5.00/bed. (Sorry, no bunk beds).

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