Handling Requests for Extra Time on a Cleaning Job

Purpose

Provide a clear process to quickly determine why a technician needs extra time and identify whether it’s a process issue (quoting/scheduling) or a people issue (cleaning speed or performance).

1️⃣ Immediate Response

• Acknowledge the request in Slack (or your communication platform) so the technician knows you’re reviewing it.

• Do not ask the technician for details right away—most information can be gathered directly in MaidCentral.

2️⃣ Gather Key Details in MaidCentral

Review the client’s record to capture:

• Assigned team members for the job.

• Type of cleaning: Recurring maintenance vs. one-time/deep clean.

• Add-ons: Fridge, oven, inside windows, or other extras.

• Home history:

  • Previous cleaning times and allowed hours.

  • Notes from prior visits (special instructions or unusual circumstances).

• Recent skips: A skipped cleaning often means more buildup and extra effort.

3️⃣ Compare Against Past Data

• Compare allowed hours vs. actual time from previous visits.

• Check for changes in scope or special requests.

4️⃣ Diagnose the Root Cause

⚙️ Process Issue

• Examples:

  • Incorrect home size or missing details during quoting.

  • Add-ons not reflected in the schedule.

  • Extra build-up from skipped cleanings or unusual mess.

• Action: Involve the sales person who provided the original quote (usually someone from the Sales/Customer Service team) to review the estimate and update quoting procedures if needed.

👩‍🔧 People Issue

• Examples:

  • Technician not following BAHC Way speed-cleaning methods.

  • Working at a slower pace due to fatigue or distraction.

  • New technician still in training.

5️⃣ Clarify with the Technician

After reviewing the data:

• Ask targeted questions only if needed:

  • “I see there were no skips and last time it took X hours. Can you share what’s different today?”

  • “Was there an unexpected mess or special request?”

6️⃣ Next Actions

• If Process Issue:

  • Coordinate with the quoting salesperson to adjust future estimates or scheduling.

  • Update notes and allowed hours in MaidCentral.

• If People Issue:

  • Provide immediate coaching or reminders on speed-cleaning methods.

  • Schedule follow-up training or a one-on-one if the pattern continues.

7️⃣ Document & Communicate

• Log findings and any updates in MaidCentral.

• Notify the scheduler/Operations Manager if recurring adjustments are required.

• Share feedback with the technician if coaching is needed.