Standard Operating Procedure (SOP): Maid Immaculate Cleaning Process
1. Pre-Cleaning Preparation
Check the Cleaning Schedule:
Review the day’s schedule, noting any specific client requests or special instructions. Ensure you're aware of any particular areas or tasks that need attention.
Gather Supplies:
Ensure all cleaning supplies and tools are ready, well-stocked, and organized for easy access. Double-check that you have everything needed for the day’s tasks. Update a leader if anything is running low and will be gone before the week is over.
Dress Code:
Wear the appropriate uniform and maintain a neat, professional appearance. Your presentation is a key part of our operational excellence.
Client Communication:
Send a message to the client regarding your arrival time.
Examples:
If running late: "Hey [Client Name], this is [Your Name] with Maid Immaculate. We're running behind at the current home and will arrive at yours between [time range]. See you soon!"
Example: “Hey Phoebe, this is carson with maid Immaculate we are running behind at this home and will arrive at yours between 11-11:30. See you soon!"
If on time: "Hey [Client Name], this is [Your Name] with Maid Immaculate. We will arrive on time today at [time]. See you soon!"
Example: "Hey phoebe this is carson at maid immaculate, we will arrive on time today at 10:30. See you soon!"
Arrival notification: "The Maid Immaculate team is on the way! GPS says we will arrive in [time] minutes at [time]."
Example: "The maid Immaculate team in on the way! GPS says we will arrive in 20 minutes at 10:28."
Upon arrival (if client is not home): "We just arrived and will let you know if we need anything and once we have finished."
Completion message: "Hey [Client Name], we just finished up. [Personal notes about the clean or client]. [Thank them] [Ask for feedback when they see it]."
Example: "hey Phoebe, we just finished up, we were sure to bring the dogs back inside. home looks immaculate! there were no issues today. thank you for being the best part of maid immaculate. let us know how the home looks and feels when you get to see it!'
2. Arrival at Client's Home
Arrival Time:
Arrive at the client’s home promptly at the scheduled time. If you are running late or ahead of schedule, communicate with the client to keep them informed.
First Impression:
Greet the client warmly with a smile, make eye contact, and create a personal connection. Ask if there is anything specific they would like addressed during the cleaning, or if there were any issues from the last clean that need attention. Set a positive tone for the service.
Introduction:
If it’s the first visit, introduce yourself and briefly explain the cleaning process. This builds trust and sets clear expectations.
Set Expectations:
Confirm the areas to be cleaned and any special requests the client may have. Ensure both you and the client are aligned on what will be done during the visit.
3. The Cleaning Process
Whole Home:
Dust and Polish: Dust all reachable furniture and wall decor, polish surfaces to maintain a clean and fresh appearance.
Vacuuming: Vacuum all floors to remove dirt and debris, keeping the home tidy.
Mopping: Mop hard floors for a spotless, clean finish.
Mirrors and Glass Doors: Clean all mirrors and glass doors to a streak-free shine.
Ceiling Fans: Dust all reachable ceiling fans to reduce dust and allergens.
Light Housekeeping:
Fluffing and Folding: Fluff pillows and neatly fold throw blankets and toilet paper rolls.
Dishes: Load and unload dishes as needed.
Trash Removal: Remove all trash from the home to keep the space clean and odor-free.
Tidying: General tidying up around the home, ensuring everything is in its place.
Remember to go the second mile
Kitchen:
Countertops and Surfaces: Thoroughly clean countertops, tabletops, stovetops, sinks, and under surfaces like coffee maker, toaster paper towels and other movable objects.
Microwave: Clean the inside of the microwave to remove spills and splatters.
Stainless Steel Appliances: Polish to remove fingerprints and maintain a shiny appearance.
Dishes: Load and unload dishes as part of the light housekeeping services.
Bathrooms:
Thorough Cleaning: Clean showers, tubs, sinks, countertops, mirrors, toilets, and to remove soap scum, hard water stains, and grime. Folding hand towels neatly. Cleaning under around objects like soap bottles, tooth brush,
Going the second mile: could mean cleaning the tooth brush holder, turn all bottles labels face outward, cleaning toothpaste off the cabinets, or organising the stuff on the counter.
Bedrooms:
Bed Making: Make beds and change sheets for a fresh and inviting bedroom.
Vacuuming and Mopping: Vacuum or mop floors.
Dusting: Dust furniture top to bottom, being sure to pick up objects and dust under them.
Organization: Organize toys, books, and blankets to maintain a neat and orderly space.
Go the Second Mile: Dust things such as lamps, picture frames, window sills and items on furniture or even dusting the baseboards.
4. Departure from Client's Home
Client Interaction (if home):
Before packing up, inform the client that you’re finishing up and ask how everything looks. Address any last-minute requests or adjustments they might have. Use this opportunity to go the extra mile if they ask for something additional.
Departure: Thank the client for their business and wish them a good day or evening.
Client Communication (if not home):
Send a text message upon completion:
Example: "Hey [Client Name], we just finished up. [Personal notes about the clean or client]. [If any issues, mention them; if not, state there were no issues]. Thank you for being the best part of Maid Immaculate. Let us know how the home looks and feels when you get to see it!"
"hey Phoebe, we just finished up, we were sure to bring the dogs back inside, hope you have fun at that event tonight. Home looks immaculate! There were no issues today. Thank you for being the best part of Maid Immaculate. Let us know how the home looks and feels when you get to see it!'
Application of Principles During the Cleaning Process
Operational Excellence:
Ensure every task is completed thoroughly and efficiently. Consistency is key to maintaining high-quality standards.
Second Mile Service:
Look for opportunities to exceed client expectations, such as adding thoughtful touches or taking care of additional small tasks that were not explicitly requested.
Emotional Connections:
Engage with clients warmly and genuinely, showing empathy and a sincere interest in their needs. Building these connections will create lasting relationships.
Hospitality and Respect:
Treat every client and coworker with dignity and respect. Your professionalism reflects the values of Maid Immaculate.
Continuous Improvement:
Always seek ways to improve the quality and efficiency of your work. This could involve adopting new techniques, refining your process, or simply finding small ways to enhance the client experience.