Frequently Asked Questions
We meet and exceed customers’ expectations by maintaining open and frequent communication with our clients to offer personalized, high-quality cleaning services
Our Process
Do I need to tell the cleaners what to do?
At Jill’s Cleaning, our maids are trained to use a specific system of processes and techniques for cleaning which results in efficient and effective service. Following this system, we are able to maintain our balance which increases our productivity and reduces the margin for error. While we are happy to clean while someone is home, we do ask that our maids be allowed to follow our system without interruption. Any constructive feedback is welcomed and valued, so please contact us with any concerns.
Getting ready for Jill’s
Do I have to clean before you clean?
No, of course you don’t need to clean. That is our job. It is very important for an effective cleaning that we have access to all areas and surfaces. • We ask that these areas be cleared of clutter prior to our arrival. • Put out clean sheet for us to change your linens • Find a good spot for your pets so they are comfortable while we clean • Have all the cleaning supplies and rags ready.
Appointment Time
Do you come on the same day and time?
Your cleaning appointment time will be on the same day of the week during each week in which you have an appointment. We cannot specify the exact time of appointments, however, upon the customer’s request we can specify an appointment window for our arrival, which is usually a three-hour timeframe.
Access to the Home
I am not home, how do you get in?
Access to the customer’s home will be discussed and agreed to with each customer individually. Inability to access the customer’s home based on this agreement will result in a full cleaning service charge.
Cleaning Supplies and Equipment
Do I provide the supplies?
So that we use cleaning products that you prefer, all of the cleaning products are to be provided by our customers. We are happy to recommend products, such as organic cleaning products. Supplies, including rags and paper towels, are also to be provided by our customers. Jill’s Cleaning will supply you with an initial set of rags, which will be left at your home. Laundering the rags is the responsibility of the customer. The laundered rags must be available for each visit. We provide all the cleaning equipment necessary (vacuum, squeegee, mop, bucket, etc.) No equipment will be stored at the customer’ home.
Services not offered
What is not included?
Laundry and dishes are not included. We also don’t touch TV or computer screens.
Cancellation Policy
What is your cancellation policy?
To maintain our carefully organized schedule, we require at least 48 hours’ notice of cancellation prior the cleaning day. If the cleaning day is on a Monday, we ask the customer to let us know no later than the preceding Friday morning. Late cancellations will result in the customer being charged for the missed cleaning. After two consecutive cancellations, there will be an extra charge as we will have to return your home to the cleaning level we maintain with regular cleanings.
Payment
How and when do I pay?
Payments are due on the day of service. Payments can be made in cash, or by check. Credit and debit cards will carry a 5% surcharge. We ask that the cash or check be left on the kitchen table in an envelope clearly marked with “Jill’s Cleaning.”
Tipping
Is tipping customary? How much?
Jill’s Cleaning does not require you to tip, but most customers who choose to do so will tip around 10% of the cost of cleaning. Tipping is at your discretion and is always appreciated no matter what the amount. Sometimes a personal note from you expressing your appreciation for their service goes a long way.
