How Much Should I Tip My San Diego House Cleaner?

About once a week I am asked, “How much should I tip my cleaning team?”  The question is no different in San Diego than other cities.

The answer is really not that different either. 

First, our belief is that we treat our employees fairly.  That means that they get paid holidays, paid time off, paid training, and are paid hourly (rather than by the house).  As business owners we take our responsibilities to our employees seriously.  One of our key measures is employee tenure – a long, stable group of employees who like working together is far preferable than the opposite.

Secondly, tips are never expected.  But, they are always appreciated.  The surprise of customer generosity always goes over well with our teams; they clearly understand that it’s because of their excellent performance in completing a job.

Lastly, when it comes to ranges, some customers give snacks such as something they’ve baked to large monetary gifts.  I’ve seen up to $50-100 given after projects and $400 given during the holidays.  Each situation is different; one should never be expected to tip.

One of the best tips is to have the service back for future cleanings.  Our cleaning teams in San Diego truly enjoy the relationships that they have with customers.  They understand that the quality of their efforts creates their future work efforts.

Photo credit: Dave Goodman

How to Save on House Cleaning in San Diego

Many people call wanting to use our professional service but worry at the cost of hiring a service that meets all of the requirements of expert advice givers (background checks, insurance, training, authorized to work in the US - the list goes on).  Here is a process that will save you the most money:

Flickr credit:  purpleslog

Why do You Want Your Home Cleaned?

I find that most people who get sticker shock from estimates have not fully identified the value that a professional cleaning service can give.  Aside from the obvious benefits of freeing up time to focus on more valuable activities, there are other benefits.  In our case, our products and equipment actually help to make a healthier house.   The peace of mind of having trained and qualified people can go a long way in reducing the stress of having an unproven housekeeper.  Insurance should not be discounted - see my earlier blog on this.

Flickr credit:  compujeramey

How Often Should Your Home be Cleaned?

Each person has a different level of patience with how much dirtiness they can handle around the home.  My wife will say that my tolerance is higher than normal - I'd say that hers is lower than normal or that she's just picking on me.  The point is that some feel more comfortable having their home cleaned once every so often; others feel their skin itch when they start seeing dog hair on the couch, Cheerios on the floor, or dust bunnies running under the furniture.  Knowing the level of cleanliness you desire can help you to determine how often your home should be cleaned. 

Flickr credit:  gailf548

What Rooms Should be Cleaned?

Knowing the desired the frequency will also help you to determine which rooms should be cleaned - the preference of most people is to have kitchens and bathrooms cleaned more frequently than bedrooms and other living areas.  Many cleaning companies can work with you to provide a customized schedule that includes some rooms more frequently than others.  Other companies have a process to ensure a thorough cleaning every time.

Prepare for the Cleaning Service

Cleaning quotes are generally an estimate of how much time it will take to get the job done.  There are a variety of ways to define the "job" - should the home just be tidied or thoroughly cleaned?  Depending upon the amount of clutter, tidying may be all that is possible.  See my earlier post on this.

When Will My Cleaning Service Arrive – A San Diego Story

We've recently been hearing many requests for very small arrival windows for our cleaning service teams.  I've been trying to understand how this expectation has been created in the home cleaning industry where it doesn't seem to appear in others.

flickr credit:  The Artifex

I should preface the main content of this post by saying that we maintain hundreds of keys in key lock boxes.  We're fully insured and have a numbering system in place to separate the address of the key from the key itself.  The window of arrival generally applies to those that for one reason or another want to meet their house cleaning team at their home.

flickr credit:  ndanger

We create routes for our cleaning teams on the previous day.  We'd create the routes earlier, but we understand that our customers' lives change frequently and that there will be any number of cancellations/changes up until the morning of our visit.

Once the schedule has been created, we make reminder calls to our customers.  This is the interesting part.  Many times we get one of two responses:

• "You always come exactly at x:xx o'clock."
• "A two hour window? It should be 15 minutes."

flickr credit:  jessicafm

Please realize that we hate arguing with customers.  Truth be told, those that believe that we've always shown up at a specific time are wrong.  We keep records to the minute of previous visits and can see the different times at which we've arrived.  It's interesting how perception can make one right - I'm scared to ask my wife where I've made this error!

The second bullet is confusing to me.  Some other owners and I were discussing this the other day and could not think of a service industry that gives a 15 minute window of arrival to your home (unless it's the first visit).  The math is clear - some days go faster and other days go slower.  It's the sum of these faster and slower times that create the window.  While we continue to improve our estimates, I'm not sure how one can make a point estimate when traffic and other customers can dramatically affect our schedule.

Did The Cleaning Service Do It?

It happened yesterday.  Our Field Manager mentioned that we had a problem - we damaged a customer's glass candle holder.  It doesn't happen often.  It is a fact of the home cleaning trade that items are broken.  We take this seriously.  No cleaning person wants to cause damage; they often feel horrible when it happens.  Everyone tries to be extra careful, but I can recall the things I've accidentally broken in my own home over the years.

For what seems simple: "Just fix it", the reality can be much more complicated.

flickr credit:  Duke LeNoir

When We Know We Did It

The easiest situation is when we know our cleaning service caused the damage.  It could be a glass that fell off of a counter or a toothbrush holder in a bathroom.  Our policy is to leave a note, take the item and find a replacement.  The office calls as soon as possible to apologize and ask what the customer would like to have happen.  Fortunately most people are very understanding and we are able to replace the item or deduct its value from the price of the home cleaning.

Once in a great while it is an item of either sentimental or financial value. In the case of an expensive item, I'm glad we're insured.  We work with the customer to identify an acceptable way to correct the situation.  The worst situation is when it's an irreplaceable sentimental item.  I recall a beer stein from a vacation in Germany that one of our cleaning professionals bumped into.  Again, the best we can do is accept responsibility and work with the customer to find a satisfactory solution.

flickr credit:  clurr

When We're Unclear How the Damage Occurred

The most difficult situation is when we are notified by a customer that our cleaning teams damaged an item.  In our experience, there is a range of uncertainty in these cases.  We enter into the complaint assuming that the customer's perspective is correct and agree to fix it just as we do when we are sure that we caused the damage.  While I believe that most people are honest, there have been examples that when I've wondered if the damage was fairly attributed to us. 

• For instance, a customer could do an inspection after a cleaning and notice a defect/damage that existed long before the house cleaners arrived. We've all experienced times when I've sworn up and down that something occurred only to later receive proof that I got it wrong.
• Sometimes a customer waits a long time before raising a complaint. It can be challenging to correct a problem that occurred awhile ago, especially since time allows so many other causes to intervene. I much prefer to hear about damage immediately after it has been discovered.
• One area of complaints that I find doubtful is when the complaint is about damage caused by our cleaning products. Our daily cleaners are environmentally friendly, non-toxic, water based, biodegradable products that are used in thousands of homes every day. The cleaners and the cloths used to apply them have been tested by our franchise for their ability to minimize the risk of damage in a household. We attempt to resolve these situations to the customer's satisfaction. I have to admit that I still find it hard to believe that it was our products that caused the problem given their long history of use.

So...Did The Cleaners Break It?

We value our customers and work diligently to maintain them.   It's difficult and frustrating to lose a customer that we've worked very hard to keep.  This is first in our minds when a damage claim arises.

We strive to take the high road, accept responsibility, solve the problem to the customer's satisfaction and hopefully repair the relationship.  If we fall short it's usually because we're uncertain about the facts and are trying to strike a balance between customer happiness and just how much responsibility rests with us.

Online Cleaning Service Estimates

We receive a number of requests via email to give quotes for cleaning services.  This is an area that can be dangerous for both the prospective customer as well as the cleaning service provider.

The fundamental issue with an email quote is that it is an effort to commoditize what is generally a very personal service.  A secondary issue is that the initial conversations with a customer set up a trust relationship that is necessary when a cleaning service is going to be let into one's home.

Commoditization

Not all cleaning services are the same.  Email exchanges make it difficult to clearly establish what cleaning services are desired, identify how our business differentiates from the competition, and to finally establish a fair and competitive price.

Desired Cleaning Services

Just about every person who is interested in hiring someone to clean their home has a hot button.  They can be generally categorized into those who want the bathrooms cleaned, those with a lot of dust, and those to whom the kitchen is the most important.  There are also categories of different customers; time pressed, pet owners, those with sensitivities due to allergies or asthma, those with physical limitations; the list continues.  Understanding the personal reasons behind needing a cleaning service is critically important to us as it helps us to gain insights into how we can best be of service.

Competitive Factors among Cleaning Services

I discuss this elsewhere in the blog, but it's important that one does consider the issues of insurance, products, and the employee base among many other factors.  Some customers absolutely love it that we take credit cards and can lock up a copy of their key on site.  I generally don't bring this up in an email quote because it may end up in too much text for the reader to digest.

Fair Pricing for Cleaning

It's extremely difficult to judge the seriousness of an email shopper.  In turn, it makes it difficult to identify how much effort to put into preparing a response.  We often receive emails that simply ask, "How much?"  I'm not sure that there is a way to answer that without getting more information.  I'm pretty sure that any answer given to that question (including asking clarifying questions or just giving a price) will be wrong.

Relationship Building with Your Cleaning Service Provider

One of the most important elements when a new relationship is established is in trying to decide if we should do business together.  At The Maids, we see the buying process as one of a developing relationship where both the buyer and the seller are trying to figure out if it makes sense to work together.  When we win an email quote, I'm very cautious about any expectations as we've generally had very few conversations with the customer.  It's very easy for us to miss out on an element that we did not realize was important.

My suggestion: if you are serious about a cleaning service in your home, pick up the phone and make a few calls.  You'll get a first hand idea as to responsiveness and professionalism and also an opportunity to see if your values match with the managers of the cleaning service you'll have in your home time and time again.

A New Twist on House Cleaning in San Diego?

I came across this news video today with a unique twist on a maid service:

Watch CBS News Videos Online

 

It's nothing I could certainly compete with and my wife certainly wouldn't permit it!  Of course, she might view it differently if I brought home some great tips.

It's great to see how creative people can be in a down economy and it's certainly a way to keep cleaning uniform costs to a minimum!  I'm glad to see that the company is still recruiting for home cleaners in San Diego...

Preparing for a Good House Cleaning in San Diego

We often get the following questions:

"How can I save on the cost of my home cleaning?"

"What can I do to get the most out of my house cleaning?"

"Should I clean before the cleaners?"

One of the easiest ways to get the most out of your cleaning is to declutter before the cleaners arrive.  While we're always happy to do this work; we simply won't do it as well as you.  You know your personal preferences as to where clothing and papers should go.  Cleaners are left to their experience and sometimes their best effort at common sense to try and predict the preferences of their customers.

How does this reduce cost?  When I make an estimate to clean a house, I can get a good idea of how long it might take by understanding how well it is organized.  Lots of items out or many collections indicates the potential for more dirt to remove under those items or more dusting as there are many surfaces that need to be handled.

flickr credit:  evelynishere

Why would one get the most out of their cleaning by reducing the number of items or organizing?  Most people are budget sensitive - they have established what they believe to be a fair price for cleaning services.  Respecting this budget is one of our challenges - how to produce a high quality cleaning in the time for which the customer is willing to pay.  While it may not always be stated outright, we usually are working against some internal meter.  Fewer items lets us to focus on our area of specialization; house cleaning.

flickr credit:  mistermajik2000

Should one clean before the cleaners?  That depends on what might be cleaned.  There are some things that a maid service just won't touch for personal health and safety reasons; these should be picked up by the customer.  Items that will be moved and then put back such as piles of clothes or magazines should be looked at with a critical eye.  Consider if it's really a good expenditure to pay someone to do your dishes.  Putting the correct linens out is one easy way to be sure that your cleaning service can be quick to change the beds and still focus on a thorough home cleaning.

We generally price based on our estimate of the work to be performed.  This estimate is largely derived from the complexity of the house with general organization and cleanliness being one of those factors.

In-Home Cleaning Accidents

We received a call yesterday from a woman that wanted someone to clean her home twice a week for $10 per hour. While the rate would be fabulous, we certainly couldn't meet it. After we ended the call, I thought more about the risks that one could unintentionally bring into their home.

In the maid service industry, the #1 cause of injury is slips, trips, and falls. This can happen on stairways, climbing in and out of tubs, and while mopping floors. While no one wants to slip or fall, accidents do happen.

Source:  WBZ-TV Video Archive

The most expensive accident in the home cleaning industry is driving related accidents. While the auto comprehensive policy covers the majority of things, it's not uncommon to have at least on neck/back strain incident as a result. The accident in the video above resulted in no injuries, but the ambulance and emergency room bill exceeded $2500 for an employee that was hit by the thief driver of a stolen vehicle.  Again, no one tries to get into an accident; it is a fact of being on the road for a substantial part of the workday. The question is what happens after an accident?

For workplace injuries, the law is pretty clear. The employer is responsible (providing that the employee was following the safety policy). In our case, we carry workers' compensation insurance to cover this event. We'll still have to manage the recovery and ensure that the employee gets appropriate care, but we're covered in the event of a catastrophic claim.

Our workers' compensation insurance runs more than $30,000 per year. We clean a little over 3,500 homes each year. This insurance adds over $8.50 to every cleaning. We can see how the $10 per hour number starts to look difficult from this aspect alone.
Consider the case of our caller.

One should check with a lawyer, but many self-employed persons who do not elect workers' compensation coverage are not covered by their personal health insurance while working. This includes travel to and from the client site.

What happens when a self-employed person has an accident in a home or enroute to/from a customer's house? Hopefully it's small enough that everything is settled in a friendly manner. My fear is if a person's livelihood is threatened then they are often driven to desperate means. This could include suing the owner of the home and bringing to life a risk much larger than ever imagined.

When you think about a fair rate for cleaning services, please take into consideration many of the expectations you have of the service beyond a clean home - insurance being just one of them.

Whose Environmental Products Should I Use?

We regularly encounter a broad range of product preferences when it comes to our housekeeping customers. On one side are those that want everything disinfected and strong smell of bleach left behind. On the other are those who want their homes cleaned with the minimum trace of chemicals. Market research shows that nearly everyone (except those with strong sensitivities) identifies with some sort of smell of cleanliness. This smell can be Chlorox, Murphy's Oil, Pine Oil, or simply a fragrance - coming home to a clean smelling house relaxes the senses. Our company's challenge lies in how to deliver the results; a clean, nice smelling home in the customer's eyes (and nose).

For those that would like to require their own products, here are the considerations we make:

1. Is this product safe for our employees? Continued prolonged use of strong products with a chlorine or peroxide base can create sensitivities and skin problems. These problems can result in harm to the people providing service.
2. Is the product safe for the household? There are many cleaners available that do a fine job without potentially introducing chemicals to children and pets. Strong cleaners are sometimes needed, but more gentle cleaners are fine once a deep cleaning has been completed.
3. Is the product good for our environment? One of our training tips is that we have to remove any product we apply. This removal could be through our cleaning cloths or by rinsing down a drain. Ensuring that the products are environmentally preferable (non-toxic, biodegradable, and low volatile organic compounds). Minimizing the cleaning powders, disinfectants, and degreasers that pass through our water treatment facilities is just another way to reduce our impact on the planet.
   

Many customers continue to require their products based on manufacturer's warranties, the uniqueness of the product for the application (marble, leather, granite, and smoothtop stoves are examples). In this case, we evaluate each by reviewing the safety sheets while training our personnel in the correct application.

Why Should I Use a Maid Service?

Many of the requests for estimates I received this week were very specific - some callers required their products be used, a few required that we use their vacuum, and one or two even stated the exact process to be followed. I couldn't help but question why they'd want to hire a professional cleaning service instead of contracting an individual to work at their direction. They may have been putting process ahead of the results desired.

Our regular housekeeping customers choose a maid service for a few simple reasons:

1. No time to clean
2. Not able to clean
3. Don't like cleaning
   

They generally don't want to be involved in the how of cleaning - they are focused on the end product:
A clean home at an acceptable price.
We recognize the need to customize around the specific objects in each customer's home as well as to use manufacturer required products. There are sound reasons why many professional cleaning services do not customize too far. There are many issues to consider:

1. Is the newly required product safe for the home? Anything with a chlorine or peroxide base has the potential to cause permanent damage. Putting these products in the hands of someone untrained in that specific product can magnify the risk of accidentally staining a valuable item.
2. Is the required product safe for the individual? Our service focuses on green products - non-toxic, biodegradable, and environmentally friendly for two reasons. First, it makes sense for our planet. Secondly, our work force needs to feel comfortable that they can use the cleaning products continually without developing sensitivities or health issues through prolonged exposure. OSHA and workman's compensation risks are high in the mind of business owners in our industry. We are generally hired to protect the consumer - some of this protection is lost when the consumer dictates what is to be used.
3. Is the required vacuum ergonomic? The #1 workman's compensation claim in our industry is for slips, trips, and falls. Changing the equipment only exacerbates the risk when the employee switches from a known piece of equipment to the customer's on site machine.
4. Is the vacuum safe? We conduct periodic maintenance on our machines. This includes replacing the carbons, cleaning the filters, replacing the micro filters, and inspecting the electrical system for frayed cords and exposed wires. These are steps that I've never taken with my personal vacuum cleaner; I suspect that many people have not either.
5. Does the process make sense? In our business we've undertaken many time and motion studies to identify how to thoroughly and efficiently clean without causing damage. Our certification system is created to support what we've learned from those studies. We find that most damage and quality complaints occur when we get outside of our cleaning system.

Back to the main question - why hire a professional maid service? Generally speaking, one should be focused on the end product of returning to a clean home in which they can relax - regardless how it was accomplished!