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Useful templates

Reschedule a cleaning

Hi XX, this is xx from BA House Cleaning, our reschedule process has recently changed and for us to be able to reschedule we need you to fill out this form https://bahousecleaning.com/reschedule/ it is very quick and easy. Once done we will send you a confirmation email.

Online booking form received:

Hi XX,

This is xx from BA House Cleaning, we just got your online booking for cleaning services and I was calling you as I need to confirm a couple of details with you, please let me know when is the best time to contact you, or if you prefer texting, that is also an option, have a great day!

Text to the clients when there is no answer

Hi XX, this is xx from BA House Cleaning, just to let you know that your cleaning tech is outside your home, ready to clean it but there is no answer, may you please open the door for her? Thank you and have a great day!

Lockout texts

1st text: Hi XX, this is XX from BA House Cleaning, our cleaning tech is right outside your home, but there is not answer, may you please open for her?

2nd text: Hello XXX, We can only have the cleaning tech wait 5 more minutes as she has already been waiting for more than xx minutes. If we don’t hear back from you in that time, I will have to send her away and charge the $100 lockout fee. Please give us a call to reschedule your cleaning. Have a great day!

Late cancellation/Late rescheduling

Hi XXX, I would be happy to cancel your cleaning, please note that there is a $100 late cancellation fee that will be charged to the credit card that we have on file as we have to compensate our techs. Let me know for which day should we reschedule your cleaning?

Missed calls

Hi, this is xx from BA House Cleaning, we had a missed call from you, is there anything I can help you with? Would you like a quote for cleaning services? We are here to assist you, have a great day!

Tipping: (when they text/email asking us to add a tip)

Hi XX,

I can also help you by adding the tip for you, just let me know how much you would like to add? If you would like, there is an option to add it on service instead of having to put it through the invoice. Do you want to add a certain amount automatically every time? I can set that up for you.

Review for the techs (whenever someone says that they are very happy with the cleaning/techs)

Hi XX,

Thank you for letting us know that XX did a great job! Would you mind filling out a good review for her? For every 5* review that she gets mentioned, she will receive a $10 tip from us on your name, let me know if you would like to and I will be happy to send the link, it’s super easy!

Leaving a voice message when you call to follow up after the ONE TIME cleaning

Hi, this is _______ from BA House Cleaning. I was following up with you after your house cleaning yesterday and wanted to make sure you were happy with the cleaning?

We would love to hear your feedback, please call us back on 510-788-0048, I will also send you a follow-up text, just in case that works better for you. Thanks and have a wonderful day!

Leaving a voice message when you call to follow up after the INITIAL cleaning

Hi, this is _________ from BA House Cleaning. I was following up with you after your house cleaning yesterday and wanted to make sure you were happy with the cleaning?

We would love to hear your feedback, please call us back on 510-788-0048, I will also send you a follow-up email, just in case that works better for you. Thanks and have a wonderful day!

Follow up TEXT after the cleaning – for ONE TIMERS (always call first and leave a message)

Hi XX,
I would like to follow up with you after your house cleaning yesterday and wanted to make sure that you were happy with the services?
We would love if you could please share your feedback with us. Also, did you know that if you schedule ongoing services, I can still apply the $50 discount to your next cleaning? Let me know if you would like to do that. Thank you and have a great day!

No rating left: Follow up EMAIL after the cleaning – for RECURRING (always call first and leave a VM)

Subject: We would love to hear your feedback

Dear XX,
I would like to follow up with you after your house cleaning yesterday and wanted to make sure that you were happy with the services?
We would love if you could please share your feedback with us. You can reach us on 510-788-0048 or by replying to this email.

Thank you and have a great day!

With best regards,

XX

BA House Cleaning

If a client request to cancel services by email or text: (always call them and try to find out the reason why, if not answer, send the following email/text)

We are so sorry to hear that you would like to cancel services with us, was everything ok with the cleanings? Is there anything we can do to keep you as a customer? We would love to hear your feedback.

I will proceed to cancel your services, as per your request.

We are looking forward to hearing from you.

Xxx

BA House Cleaning

Follow up email for all recurring cancellations : (FYI – this is sent by the sales rep in charge of cancellations)

Subject: We will miss you!

Dear xx,

We are sorry to see you go, we will miss you! It has been a pleasure serving you during this time.

We understand there are many reasons why you may have cancelled your house cleaning, however we want to know if we could have done anything differently to have kept your business, your feedback is very important to us.

We also want you to know that if we can ever do anything for you in the future – answer a question, provide a new quote- we hope you won’t hesitate to check with us.

Thank you and we hope you see back soon!

BA House Cleaning

I will not be home to open for the tech

No worries, you do not need to be home when our cleaning technicians arrive or while they are working. In fact, the majority of our clients are gone when we’re cleaning, but we make sure they’ll have a welcoming home when they return! You just need to provide instructions about how to enter your home and tell us if there are any special circumstances that our technicians should know about, such as unsecured pets or areas that you don’t want us to enter.

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