Client: Date: Cleaner: Entry: ☐ smart lock / garage code ☐ lockbox ☐ client home
Write it once, revise it after every complaint, and version it. The fix for a missed item is never "tell the cleaner to try harder"; the fix is the item on the standard list, which changes every future job for every cleaner.
| Area | Done | Area | Done |
|---|---|---|---|
| Kitchen: counters, sink, exterior appliances | ☐ | Bathroom 1: top to bottom, dry before wet | ☐ |
| Fridge top (complaint-driven addition) | ☐ | Bathroom 2 | ☐ |
| Floors throughout | ☐ | Half bath | ☐ |
| Bedrooms: dust, surfaces, floors | ☐ | Client-flagged areas | ☐ |
| Version: Other: | ☐ | ||
Photos are timestamped proof when a client or guest claims a room was never cleaned.
A complaint is a clock. Respond inside thirty minutes, always with the same first line:
"Thank you for telling me, I'm on it."
| Type | Move |
|---|---|
| Product failure (room not done, streaky floor) | Offer the re-clean today or tomorrow; the guarantee you sold requires it |
| Expectation gap (outside standard scope) | Show the checklist kindly, offer the add-on at its price |
| Damaged item | Insurance claim, apology, no arguing fault on the phone |
| Accusation of theft | Stop. No accusations against your cleaner, no hush money, no defensiveness. Ask the customer to check thoroughly, tell them you are pulling the job record, pull the photos and timestamps, loop in your insurer if it stands. The bond exists for this conversation. |
Economics of the refund: one corpus operator refunded a cleaning over a skipped bathroom, at a cost of maybe a hundred dollars, and that customer stayed roughly a decade, worth around twenty thousand dollars of bookings (course lore, unverified). A refund is the cheapest retention tool you own.
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