Handling Questions About “How Many Hours the Cleaning Includes”

📌 Overview

At BA House Cleaning, most of our services are flat-rate, not hourly. This means the price is based on the home size, scope of work (type of cleaning), and the level of cleanliness (dirt code) provided — not on the number of hours.

While we have internal time estimates for scheduling purposes, we do not share exact hours with clients because:

• The cleaning time varies depending on which technicians are assigned.
• Technician efficiency depends on their skills and experience. A seasoned technician may complete the same job much faster than someone newer.
• We cannot guarantee which team will be assigned at the time of booking.

Our goal is to shift the focus away from “hours” and toward the value and scope of the service they’re booking.

🗣 Suggested Response When Asked About Hours

“That’s a great question! The quote we provided is a flat rate based on your home’s size, the type of cleaning you selected, and the level of cleanliness (dirt code) you gave us.
We don’t base our pricing on hours because different cleaning technicians work at different speeds depending on their experience. For example, a new team member might take longer, while a seasoned technician may work faster — but your price remains the same.
So you don’t have to worry about the time — your quote is strictly based on the cleaning level and scope you booked.”

This response accomplishes three things:
✅ Deflects the “hourly” framing
✅ Reinforces flat-rate pricing
✅ Sets clear expectations without overpromising

🐶 If the Client Insists (e.g., for Coordination Purposes)

Sometimes clients genuinely need a general time range — for example, to plan when to let the dog out or return home. In these situations, it’s appropriate to give them a broad estimate, while still reinforcing that the actual time depends on team size and technician experience.

🗣 Client-Facing Script

“We understand that sometimes it’s helpful to know how long the cleaning might take. It really depends on how many cleaning technicians are assigned to the job and their level of experience.
If you need something to go off of, I’d say it could take anywhere between 2 and 4 hours. That range gives us some flexibility depending on the size of the team.”

📝 Key Reminders for Script Delivery

• Keep the tone reassuring and matter-of-fact.
• Do not over-explain or reference how you calculated the range.
• Avoid committing to a specific finish time.

🧠 Internal Note for Office Staff (Not to Be Read to Client)

When providing a range, use the internal estimated total cleaning hours (e.g., from the quote or scheduling system) and base your estimate on different possible team sizes:

• Divide the total estimated hours by 2 (for a typical 2-person team)
• Divide the total estimated hours by 3 (for a possible 3-person team)

Then give the rounded range between the lower and higher number.

Example:

• Estimated total cleaning time = 6 hours
• 6 ÷ 2 technicians = 3 hours
• 6 ÷ 3 technicians = 2 hours
• ➡️ Tell the client: “It could take anywhere between 2 and 4 hours.”

This approach ensures that:

• You cover the most common team configurations (2 or 3 technicians).
• The range gives you enough wiggle room if the team is slower or includes someone new.
• You stay consistent in how estimates are communicated across staff.

🚫 What NOT to Say

• ❌ “It’ll take 3 hours.”
• ❌ “The team will definitely be done by noon.”
• ❌ “It includes 6 cleaning hours.”

These statements create false expectations, especially if staffing changes or cleaning conditions differ from the original level of cleanliness (dirt code) assessment.