Loyalty Program

Loyalty Program Overview: Our loyalty program rewards recurring clients with the following gifts at specific intervals:

1. 3/9 Months – Choose Your Reward
2. 6 Months – $150 gift to share with friends or family
3. 12 Months – 40% off a Top To Bottom (TTB) Cleaning upgrade
4. Yearly Anniversaries – Discounted upgrade to TTB Cleaning

Important Note: When we first introduced this program, there was a glitch in the automation that caused some customers to receive their gift notification before it was due. In those cases, we inform them that they need to wait until their actual gift eligibility date.

Handling and Processing Loyalty Rewards:

1. Choose Your Reward (3/9 months):
   • Process:
     • Customer receives an email with a link to claim their gift (Change 1 Extra Bedsheet, Clean Sliding/Patio Door Inside Out, Sweep + Cobweb Removal on Front Porch, or Vacuum 1 Sofa). The form includes a section for them to specify the cleaning date for the gift.
     • Missive sends notifications to process the reward.
   • Steps in MaidCentral:
     1. Go to the customer’s profile.
     2. Click on the specified cleaning date.
     3. Click “Modify” and add the chosen gift (ensure CT gets paid their percentage).
     4. Create an EXTRA in the modification rate. Select their free loyalty reward. Frequency must be This Job Only.
        
     5. Create another modification on the cleaning date again. Use CUSTOM this time, and add the price of the chosen discount with a minus sign in the amount section. Frequency must be This Job Only. Uncheck Included in Technician Payout.
     6. Add a tag and custom note that it’s a loyalty gift.
        
2. $150 Gift for Friends/Family (6 months):
   • Process:
     • Customer receives an email with a link to claim their gift by filling out the form with the friend or family member’s information.
     • The friend or family member is notified that they’ve received a gift.
     • Missive sends notifications to process the reward.
   • Handled By: Sales/Customer Service (CS)
     • Sales/CS will contact the friend or family member to send a quote and schedule the service.
     • The lead is treated as a regular lead, but the discount code is applied. No other discounts may be combined.
3. 40% Off TTB Cleaning Upgrade (12 months):
   • Process:
     • Customer receives an email with a link to claim their gift and select the cleaning date.
     • Missive sends notifications to process the reward.
   • Handled By: Sales/CS
     • Sales/CS will create a new quote for the TTB Cleaning, applying the 40% discount.
     • The customer’s scheduled maintenance cleaning is skipped (no skip fee applied), and the TTB Cleaning is booked instead.
     • For most cases, only one Cleaning Technician (CT) will be needed, as the home should already be well-maintained.

General Policies:

• Expiration: All loyalty rewards must be used within 30 days, or they will expire.

This knowledgebase ensures seamless management of the loyalty program while maintaining clear processes for each gift tier.

Troubleshooting & Backend

Note: As of July 1, 2026 the third month loyalty reward has been changed from Oven Cleaning to Choose Your Reward (Change 1 Extra Bedsheet, Clean Sliding/Patio Door Inside Out, Sweep + Cobweb Removal on Front Porch, or Vacuum 1 Sofa).