Dirt Code Discrepancy & Price Adjustment Procedure
Overview
BA House Cleaning uses a Dirt Code System on a scale of 1 to 11 to assess the level of cleanliness in a home.
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At the time of booking, the client is asked to honestly select their dirt code level.
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Upon arrival, the Team Lead inspects the home and communicates the actual dirt code level to the office.
This process ensures fair pricing, adequate job time, and transparency with the client.
Who Handles What
| Role | Responsibility |
|---|---|
| Team Lead (Field) | Reports actual dirt code and any extra time needed; sends photos if applicable. |
| Scheduler / Operations Assistant | Updates job in MaidCentral (rate, minutes, notes); coordinates any schedule impacts. |
| Sales / Customer Service Rep | Communicates with the client about dirt code discrepancies using approved scripts. |
Step 1: Verify the Dirt Code Alignment
After the Team Lead’s inspection:
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To located Dirt code – instructions are here.
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If the dirt code is higher but the Team Lead confirms they can finish within allowed time → proceed to Step 2 (Minor Discrepancy).
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If the Team Lead requires additional time → proceed to Step 3 (Major Discrepancy & Price Adjustment).
Step 2: Minor Discrepancy (No Price Change)
If the Team Lead notes the home is slightly dirtier but still manageable within the scheduled time:
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The office contacts the client with a positive and reassuring tone:
Example Script:
“Hi [Client Name], our cleaning team noted that your home was slightly higher on the dirt level scale than expected, but not to worry — we’re keeping your current pricing as is. We just wanted to let you know for transparency. 😊”
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This small communication touch:
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Builds trust.
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Increases the chance of converting one-time or initial clients into recurring customers.
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Step 3: Major Discrepancy (Price Adjustment Required)
If the Team Lead reports a higher dirt code and requests more time:
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Use these photos internally to justify price adjustments.
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Only share photos with the client if they push back on the adjustment.
Request Photos:
Ask the Team Lead to send photos immediately showing the most neglected or heavily soiled areas.
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