Purpose

Prevent clients from skipping their cleaning if possible, by offering creative solutions that fit their situation and preserve their relationship with BA House Cleaning.
👉 Skips often lead to cancellations — the goal is to help the client while protecting Cleaning Technician income and avoiding catch-up cleaning issues.

Core Principles:

✅ Sympathize first — your job is to help
✅ Offer options that fit their needs — no generic offers
✅ Essentials Package is not offered for skips — only for full cancellation attempts
✅ Skip Fee = $50 — covers both CT income and extra catch-up cleaning needed at next visit
✅ Never process a skip without sending the Reschedule Request Form
✅ Move job to Not Scheduled while waiting
✅ Post in #schedule-updates Slack channel and set “Remind me about this”
✅ Scheduling Team finalizes skips in MaidCentral

If Client Says:

“I want to skip my next cleaning.”

Script:

“Of course — may I ask why you’d like to skip this visit? Sometimes we can offer options that help you avoid the skip entirely and still keep your home looking great.”

Options to Offer (based on their answer):

🤒 Sickness / Illness:

“No problem. We can reschedule your appointment to a later date once everyone is feeling better. That way you won’t lose your cleaning and can avoid the skip fee. Would that work for you?”

✈️ Out of Town:

“One option our clients love is to have us come right before you return — so your home feels fresh and clean when you get home. Would you like us to do that?”

If They Still Want to Skip:

Script:

“No problem — I do want to let you know that there is a $50 Skip Fee when an appointment is skipped.
That fee helps cover both our Cleaning Technician’s income (since they count on that job) and the extra work required on your next cleaning, as more dust and buildup happens when extra time passes between visits.

Before we move forward, would you like me to check if we can simply reschedule your appointment to another day instead? That way you can avoid the skip fee and still keep your home on track.”

Final Steps:

✅ Move job to Not Scheduled in MaidCentral
✅ Send Reschedule Request Form to client (required even for skips)

✅ Post update in #schedule-updates Slack channel:

[Date] — Client [Client Name] requested to skip. Job moved to Not Scheduled. Reschedule Form sent. Scheduling Team — please monitor.

✅ Immediately after posting:
👉 Right-click your message → select “Remind me about this” → choose 1 day reminder.
(This ensures follow-up if the Reschedule Form is not submitted.)

✅ If form is not received within 24 hours → follow up with client
✅ If still not received within 48 hours → alert Scheduling Team again in #schedule-updates
✅ Scheduling Team will finalize skip and fee in MaidCentral

Extended Service Gap—TTB Required

If skipped appointments create a gap of 8 weeks or longer between completed cleanings, a Top-to-Bottom Deluxe upgrade is required before the client can resume regular maintenance cleaning.

• The TTB upgrade is required regardless of the client’s service frequency.
• Notify the client before confirming their next cleaning and explain that the extended gap may create more buildup than a maintenance cleaning is designed to address.
• If the client pushes back, Client Care may offer 40% off the TTB upgrade amount only, similar to the Loyalty Reward.
• The discount does not apply to the client’s regular maintenance cleaning price.
• The discount is not automatically offered; it should be used only when needed to help retain the client.
• Document the required upgrade and any discount offered in the client’s account.