Client Services Complete SOP — One Janitorial

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Section 01Role Overview

As a Client Service Representative (CSR), you are the first point of contact with existing customers and partners. You are a friendly, enthusiastic, professional, and knowledgeable individual who represents the face and voice of One Janitorial's middle services.

Your core responsibility is ensuring all clients continue to receive consistent service through proactive communication, same-day ticket resolution, and holding cleaners accountable to our standard — without repetition of the same issue.

Section 02Responsibilities

Daily Operations

Non-negotiable daily duties

Answer phones & transfer calls
Part of "On Call" after-hours rotation
Create and solve service tickets same day
HubSpot assignments kept current
Check & close inbox conversations at end of shift
All new client follow-up completed first thing next day after start

Client Management

Ongoing relationship standards

Continual communication to all clients
Consistent client meetings / service calls
100% of clients called and emailed every 2 months for survey calls
4 surveys per day per representative
All extra services and specialty cleans scheduled promptly with notes & OTW uploaded
Service issues corrected without repetition

Section 03KPI Targets

Same Day

Ticket Resolution

7 Days

Max Ticket Open Time

90 Min

Response to Tickets

≤$6K

Max Attrition / Month

≤20

BCO Moves / Month

≤80

Client Concerns / Month

4/day

Surveys Per Rep

1–2 hrs

Talk Time Per Day

Every 2 Mo

Client Survey Cadence

Section 04Cleaner Avatar Definition

⚠️

Non-Negotiable — All criteria must be met

When referencing "Avatar" in any ticket or process, this is the checklist a cleaner must pass. A cleaner who does not meet these criteria is not a good fit and removal decisions must reference this.

✓
Operates their own cleaning business (registered or unregistered) and holds their own cleaning contracts
✓
Owns and uses commercial-grade cleaning equipment
✓
Has a cleaning partner they regularly work with
✓
Has years of experience managing their own clients
✓
Has a reliable vehicle
✓
Has a working cell phone
✓
Speaks English clearly enough to be understood on phone calls
✓
Lives within a 20-minute drive of the building
✓
Demonstrates a positive, can-do attitude
✓
Has a clear desire to grow

Step 1Ticket Creation & Initial Review

Step 1CSR

Receive & Categorize the Ticket

All tickets are submitted through [email protected] and land on the Main Ticket Board.

Initial Review — Check for:

Client Name & Building Name
Type of concern
Date of service affected
Supporting attachments

Determine if Service Issue or Client Update:

Service Issue — anything wrong with services we provided and the client had to reach out (cleaning issue, security issue, alarm not set, doors not locked)
Client Update — updating us about something with their services (issue not in checklist/scope, general inquiries, new alarm code, building modification)

Step 1B — Verify Against Checklist (BEFORE calling cleaner):

Pull the client's checklist/scope of work
Is the complaint in scope? YES / NO
If NO → Do NOT call cleaner yet. Route to Bucket 3A (Scope Discrepancy). Go back to client to discuss the out-of-scope request.
Apply the Under-15-Minute Rule: small extras (<15 min) can be approved as a courtesy; larger work requires pricing decision (one-time charge or recurring add-on)

Step 2Ticket Types & Labeling

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Ticket Title Format (Non-Negotiable)

Ticket Type — Company Name — Type of Service Issue — Cleaner Name — Billing Price
Example: First Two Weeks — Walmart — Cleaning Issue — Jane Doe — $100

Ticket Type	Definition	Badge
Client Update	Non-service issue — updating about building/services, not a complaint	Update
Extra Service	Client requests billable service not in contract (deep clean, carpet, etc.)	Extra
First Two Weeks	No other issues in 3 months AND cleaner started this building within 2 weeks	New
New Concern	Cleaner has no other service issues in last 3 months — this is their 1st	NC
R1	Cleaner had 1 previous issue in last 3 months — this is their 2nd	R1
Move to BCO	Cleaner has 2+ previous issues in last 3 months — this is their 3rd+	BCO
Already BCO	Cleaner already in BCO process and a new service issue happens	BCO+
Survey Correction under 7	Client rated 5 or below (1–3 Unhappy, 4–5 Neutral)	Survey
Cancelling Client	Client has provided notice to cancel their janitorial agreement	Cancel
Inspection Correction	Service team observed a cleaning issue while processing inspection report	Inspect

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How to Check Issue Count

Go to Main Ticket Board → type cleaner's name in search → Add Filter → Create Date → "is between" → select date 3 months back to today. Count all open and closed tickets.

Step 3CRM & Ticket Field Updates

HubSpotCSR

Update Contacts & Company Association

Double-check the correct company is associated with the ticket
Open company profile → identify the cleaner's name → add as a contact into the ticket
Find cleaner under: About this Company > Current Partner

Required "About this Ticket" Fields:

Department: Client Support
Ticket Owner: Based on company/regional assignment (see Team Structure Google Sheet)
Create Date: Today's date (if weekend/holiday → move to next business day)
City: Found on company profile under "About this company, City"
Priority: Low / Medium / High / Urgent (see table below)
Est Closed Ticket Date: Never longer than 7 days
New In Building / Partner 3 Months: YES if within 3 months (check Current Partner Start Date)
Started in last 90 Days?: Check Company Contract Start Date
Source: Email / Form / Phone

Priority	Definition & Examples
Low	Non-disruptive, doesn't affect day-to-day. General questions, minor requests, casual feedback. Acknowledge within a day.
Medium	Small but noticeable service gaps. Missed trash pickup in one area, 1st or 2nd issue.
High	Repeated service issues, very upset clients, alarm issues. Impacts client satisfaction.
Urgent	Missed cleans, cancelling clients, daily cleaned buildings, unlocked doors, alarms not set. Immediate threat to client security or relationship.

Step 4Master Note — Pin to Top of Ticket

🚨

Mandatory — No exceptions

Every client issue ticket needs a pinned note added to the top immediately. This note must be consistently updated as you work the ticket.

Master Note Required Fields

Field	What to Enter
Cleaning Schedule	Found on company profile left side under Onboarding > Days Cleaned
Checklist Verified (Yes/No)	Did you check if the issue is in scope/checklist?
Issue	Point-form summary of client's listed issues with as much detail as possible
Why	Reason this happened in the cleaner's own words + your observations
Solution & Prevention	How they will solve it, suggestions made, what specific actions by when
Issue Bucket	Bucket 1: Incapability/Attitude \| Bucket 2: Constraint \| Bucket 3A/B: Scope/Expectation
Experience Level (Pass/Fail)	Has the cleaner handled this building type/issue before?
Cleaner Distance From Building	Must be less than 45 minutes
Personal Life Constraints	Health, pregnancy, travel, or burnout issues?
Cleaner Management Model	Do they have their own cleaners or clean themselves?
WHO Is Doing the Fix	Partner personally OR specific staff member?
Did Partner Take Accountability (Yes/No)	Explain why yes or no
Consequence Stated (Yes/No)	Did you explain repeat issue = removal/BCO & 3-strike policy?
When Is Next Clean	Date of next scheduled clean
When Will This Be Solved	Should be next cleaning date or same day if urgent
Scheduled Follow-Up Call Date/Time	Your next-day check-in with the cleaner
How Many Buildings Do They Have	Found on cleaner's contact profile under "Companies"
How Many Service Issues in Past 3 Months	Total = existing issues + this one. Example: had 1 previous → total is 2
Was Problem Solved on First Attempt	Filled after next cleaning — Yes or No
Link to BCO Ticket (If Needed)	Link if a BCO was opened

📎

Note Thread Rule

All communication regarding the issue must occur inside this note thread only. No ticket-related questions or approvals in Hangouts or email. Tag: Edgar, Peter, Taylor, and the assigned handler.

Step 5Ticket Stages & Closure

Stage	When to Use
New Submission	New ticket or recent activity on the ticket
Open Ticket	Actively being worked on — no solution yet, cleaner hasn't been called, ticket details not fully updated
Client Extra Service	Where extra service tickets go
Client Pending Close	All parties contacted, solution in place, cleaner confirmed email, all details/tasks updated — waiting for issue to be resolved and confirmed by client
Cancelling Clients for Fixing	Where all cancelling client tickets go
Client Survey / Inspection Correction	Survey-triggered tickets and inspection corrections
Closed Client Ticket	Issue solved OR proof of resolution + no response after 2x attempts from client

Closure Requirements

Mandatory Closure Checklist — No Exceptions

✓
Verified client confirmation that issue is resolved
✓
Full documentation in pinned Master Note (all fields complete)
✓
Root-cause accountability documented
✓
Management visibility (Edgar, Peter, Taylor tagged in note)
✓
Long-term resolution plan in place
✓
Review status set: Review Requested / Not Eligible / Pending Confirmation

🚫 No ticket may be closed without this SOP fully followed and approved.

For Recurring Issues (R1/R2) — Additional Requirements:

Date of first occurrence
Original resolution plan + why it failed
Why it failed again on subsequent clean
Cleaner's explanation for not resolving it
Cleaner performance review (last 6 months)
Accountability taken
Removal decision aligned with Cleaner Avatar

📞

Script Discipline Rule

Every cleaner call must follow the structured script — same flow, same core questions, same closure and consequence. Personal style is allowed only in tone. No freestyling. Consistency creates data; freestyle creates noise.

Client Service Issue Call Script

Client-Facing ▾

1. Introduction & Acknowledgment

"Hi [Client Name], this is [Your Name] from One Janitorial. I understand you've raised some concerns about the janitorial services at your building, and I wanted to personally connect with you to discuss this.

First and foremost, I'm really sorry to hear that things haven't met your expectations. I completely understand how frustrating it can be when the service isn't where it should be — your time and standards matter to us."

2. Ask for Details

"Can you walk me through exactly what the issue was?"
(Let them explain without interruption. Take notes.)

"When did you first notice this? Was this from the most recent visit or an ongoing concern? Can you give me a bit more detail on what was missed or done incorrectly?"

3. Check for Repetition / Other Issues

"Has this happened before, or is this the first time you're noticing this issue? Are there any other concerns with the service you've noticed lately that we can improve on, even small things? I want to make sure we address everything at once."

4. Acknowledge & Reassure

"Thank you so much for explaining all of that. I'm going to take this back and do a proper review on our end. I'll speak with the cleaner directly and ensure it is fully corrected. You have my word that we'll take this seriously and get back to you with a resolution."

5. Correction Options

"Your next scheduled clean is on [Date], correct? Would you prefer that we correct the issue on the next visit, or would you like us to send someone in sooner to address it immediately?"

6. Set Follow-Up Call

"Once the correction has been made, I'd like to follow up with you to make sure everything was done properly and to your satisfaction. Would you prefer I check in by phone or by email? And is [Next Day After Cleaning] a good time for that follow-up?"

⚠️ Check their time zone — ensure it is scheduled properly.

7. Confirm & Wrap-Up

"So just to confirm — we'll [repeat their preferred correction plan], I'll speak with the cleaner today, and we'll follow up with you on [Date] via [Phone/Email]. If anything else comes up in the meantime, please don't hesitate to reach out."

8. Close the Call

"Thanks again for your time and for bringing this to our attention. We're going to work hard to get this corrected quickly and restore your confidence in our team. Have a great day, [Client Name]."

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AI Prompt — After Call (Copy notes into AI tool)

🤖 AI Prompt"Here are my call notes from a discussion with a client about a service issue. Please draft a professional follow-up email that: starts by thanking the client for their time and patience. Apologizes for the issue and takes full accountability. Provides a clear, concise recap of their service concerns in point form. Outlines our agreed remedy plan or next steps in point form. Reassures them of our commitment. Closes by thanking them again and inviting them to reach out. Call notes: ***********"

Cleaner Service Issue Call Script — Full 5-Step Diagnostic

Cleaner-Facing ▾

📞

Call Protocol

Always CALL 3X in a row. If no answer by the 3rd call, leave a voicemail and send a text message immediately. Use scripts below for voicemail/text.

Step 1: The Opener & Time Check

"Hey [Cleaner Name], this is [Your Name] from One Janitorial. How are you doing today?"

IF positive response: "Oh, that's great to hear — glad things are going well."
IF neutral: "Got it — thanks for telling me. I'll be quick."
IF negative: "I'm sorry to hear that. I'll keep this short and help you get through it."

"We had an issue come in from [Building Name], and I wanted to get on this right away to solve it for them. Do you have 10 minutes to talk right now so we can discuss the issue and create a resolution plan?"

IF they say NO / not a good time: "I understand. This is an extremely urgent issue for the client, and I need your help so we can solve it quickly. Are you sure we can't do five minutes right now?"

IF still no: "Alright — when can I call you back within the next 30 minutes so we can get this solved?" Lock in a specific time.

Step 2: Present Feedback & Neutral Probing — The "WHY"

"I'm on your team and I want to make sure you're supported. When we get feedback, it's our job to fix it together. The client's feedback is: [Read client's wording point by point.]

Before we get into solving this the correct way — do you have any feedback you want to give based on that? Why do you think this happened?"

(Listen, take notes, do not debate. If they ramble: "Got it, let's go through these specific questions to find the solution.")

Step 3: Mandatory Question Stack (Exact Order)

"Thanks for giving me your perspective. I am going to ask you a few questions so that we solve this the right way."

Q1 — Competency & Capability:

"Have you ever fixed this type of issue before, or cleaned this type of building before?"

IF YES: "Okay. How did you fix it? What's your usual process for [issue/area]? Who is going to do this work?"
IF NO: "Okay. Then I need you to walk me through what you think the fix is."

🚫 FAIL RULE: If they have no clue / can't explain a fix / refusing → mark as Bucket 1 (Removal).
Mandatory outcomes before moving on: WHO is doing it + WHEN (tonight vs next clean) + WHAT prevention looks like.

Q2 — Distance Check:

"How far are you from the building?"

🚫 FAIL RULE: If 45+ minutes away → "If it's 45 minutes there and back, this building might not be within your service area. We'll find buildings closer to your area so you can succeed." Outcome: Too far → removal from that building (not a debate).

Q3 — Personal Life / Stability Check:

"Is there anything going on with your personal life that is causing your inability to clean well? Are you sick, traveling, or thinking about giving notice? Do you have too many buildings on the same day?"

IF YES: "Okay — then we need a plan so there are no more issues. How do we assist you in the meantime? Were you wanting to give your notice?"
IF NO: "Okay — good. Then we're strictly dealing with an execution / management issue, and we'll solve it."

Q4 — Staffing & Management (Ask Last):

"Do you have cleaners in the building, or are you cleaning yourself?"

IF THEY HAVE STAFF: "As you know, your assigned cleaners are your responsibility. You need to make sure they're trained adequately, they have the right chemicals, and are performing to standard. There are only two options here:"

Option 1 — Day 1-4 Retrain Process:
Day 1: You go and stay there while you watch them. If they clean perfectly while you watch, they aren't untrained — they're lazy.
Day 2: If they struggle, you clean with them. Show them every single thing on the checklist until they see the standard.
Day 3: Have them do it while you watch to see if they can duplicate what you taught them.
Day 4: Same thing, then decide — keep them or fire them?
"You cannot just send a text and hope it gets fixed. Are you able to do this, or do you even want to?"

🚫 No inspections / no checklist / no training / won't do Day 1–4 → route to removal/offboarding.

Step 4: Ownership, Consequence & The Fix

"Thanks for sharing that information. I'm hearing [Constraint/Reason], which led to [Issue]. What's your plan to make sure this is fixed and never happens again?"

"Okay, I like that plan. Let's also make sure we can prove it's fixed to the client. For your next clean, we'll need you to take photos and submit an inspection report right after you finish — with at least 5 photos of each area, especially where the problem areas are."

"I want to be transparent about how we track this. We have a 3-strike policy within a 3-month period. This is your [1st/2nd] issue. A 3rd issue results in removal from the building."

Step 5: Lockdown & "Fool-Proof" Close

"Alright, let's lock this in and review one more time what we are doing to fix this:

You will [repeat their specific plan] by [next clean date].
Right after that clean, you will do a final walkthrough and send an inspection report with at least 5 photos of each area.
We are having a follow-up call at [Time/Date] to review those photos and confirm it's solved."

"I'll send you an email now with this plan, the cleaning checklist, and the inspection report link. Please read it and reply 'Agreed' before end of day so we have written confirmation. Can I count on you for that?"

🤖

AI Prompt — Cleaner Recap Email

🤖 AI Prompt"Here are my call notes from a discussion with a cleaner about a service issue. Please draft a professional follow-up email that includes: - Bullet-point summary of each service issue raised by the client - Cleaner's own action plan (point-form recap of their commitments) - Note that checklist is attached (PDF) - Inspection Report instructions: must be submitted immediately after next clean on [DATE] using https://form.jotform.com/Boland_Peter/one-janitorial-inspection- - Post-clean follow-up call date/time - Emergency after-hours line: 1-800-377-5572 - 3-Strike Policy reminder End with: 'Please reply to confirm you've received this email and agree with the action plan above. We require written acknowledgement.' Call notes: ***********"

Voicemail — No Answer After 3x Calls

"Hi [Name], this is [Your Name] calling from One Janitorial. I'm reaching out regarding some important client feedback at [Building Name]. It's really important we go over this together today so we can take care of this client properly. Please call me back as soon as you get this message at [number]. Thank you."

Text Message — Send Immediately After Voicemail

"Hi [Name], this is [Your Name] from One Janitorial. I tried giving you a call regarding client feedback at [Building Name]. It's important we connect today to review this and make a plan together. Please call or text me back when you get a chance."

Client Service Check-In & Survey Call Script

Survey ▾

Used for: (1) When there is a service issue — call all cleaner's other buildings. (2) Pre-Assignment Check — BCO wants to vet a cleaner who has no issues in 3 months.

Introduction

"Hi [Client Name], this is [Your Name] calling from One Janitorial! How are you today? Thanks for taking my call! I'm just doing a quick check-in to see how everything has been going with your cleaning services lately. On a scale of 1–10, how would you rate the overall service you've been receiving?"

6 or 7 Rating (Good): "That's fantastic to hear! I really appreciate the feedback. If anything ever comes up — big or small — don't hesitate to reach out by emailing [email protected] or calling us at 1-800-377-5572. We'd love to get you to a 10!"

5 or Below (Issues): "I'm really sorry to hear that — thank you for letting me know. Could you tell me a bit more about what's been going on? When did you first notice this? Has this been recurring or more recent?"
Then: "I'll go ahead and open a ticket so our team can follow up and get this addressed properly. We'll connect with you again shortly to confirm next steps."

Unsure / No Time: "No worries at all — I'll follow up with a quick email so you have our info handy if anything comes up later."

Wrap-Up

"Thanks again for your time today, [Client Name]. We really value your partnership and just want to make sure you're happy with everything. Have a great day!"

Next Steps

If a rating was received → log in survey portal: https://survey.hsforms.com/1yqubozb8SlmZiwpFf6Xy-A5m2ng
If 5 or below → open a ticket and follow the full service issue process
Update company profile: Client Rating → Client Survey Rating → Client Follow Up (3 months with date) → Next Client Follow Up
Copy & log notes in Master Note

FrameworkThe 3-Bucket System

🪣

Mandatory — Every ticket must be assigned a bucket

Assign the bucket immediately after ticket creation and checklist verification. Record in ticket notes: Bucket number + sub-path if Bucket 3 + next process to run.

Bucket 1

Incapability / Bad Avatar / Attitude / Expired / Personal-Life Breakdown

Route: Removal + stabilization

Use when:

Cleaner cannot clearly explain how they will solve it (capability fail)
Cleaner blames the client / refuses responsibility / attitude problem ("client problem")
Cleaner distance/service area makes supervision unrealistic (far buildings)
Personal-life issues are causing service failures with no workable plan

Next Action: Run Bucket 1 Execution Process (Process 3)
Complaining without a solution = removal action starts immediately.

Execution Steps (Process 3):

3.1 — Solve Test: Ask cleaner to explain how they'll solve it. If they cannot → removal begins.
3.2 — Attitude Gate: "Client problem" / refuses ownership → removal path.
3.3 — Decide Removal Scope: Remove specific buildings (distance/capacity) or all buildings if systemic.
3.4 — Follow up with impacted clients: Confirm satisfaction and risk.
3.5 — Stabilize using Ambassadors: Temporary coverage until replacement is in place.
3.6 — Trigger replacement: BCO/HR placement workflow. Service Manager performs daily review of new placements to flag bad fits.

Bucket 2

Good Avatar + Good Attitude — Constraint is Stopping Delivery

Route: Diagnose + fix constraint

Use when:

Cleaner attitude is positive and they want to solve
There is an identifiable constraint (training/inspection system, supplies, scheduling, staffing, supervision, etc.)

Next Action: Run Bucket 2 Execution Process (Process 4)

Execution Steps (Process 4):

4.1 — Run structured cleaner call (use the tight script — no freestyle)
4.2 — Identify the constraint: training gap, supply gap, scheduling/capacity, supervision, inspection control
4.3 — Install control plan: inspection cadence + training steps + how they'll verify completion
4.4 — Set consequence if it repeats: even if they're "good people," removal happens
4.5 — Verify next clean + set follow-up: confirm when fix occurs and when you will check results

Bucket 3A

Scope Discrepancy — Client Request Not on Checklist

Route: Scope handling with client (do NOT call cleaner first)

Use when: Checklist verification in Step 1B returned NO — the request is not in scope.

Execution Steps (Process 5A):

Confirm with the client the task is not on their checklist
Apply the Under-15-Minute Rule: small extras okay as a courtesy
If larger work → offer two options:
(1) One-time extra charge, or
(2) Recurring add-on with monthly price increase
Document client's choice; update scope/checklist if required

Bucket 3B

Expectation Mismatch — "Cleaner Says Done / Client Says Not Done"

Route: Clarify expectation + raise cleaner's standard

Use when: Checklist = YES, but the dispute is "they did it" vs "it's not done."

Execution Steps (Process 5B):

Ask the cleaner what they did and how they verify it's done
If cleaner says "client problem" / refuses → reclassify to Bucket 1, run Process 3
Go back to client and narrow exactly what "not done" means (specific observations/areas)
Communicate clarified expectation to cleaner and confirm they will execute it
Set follow-up verification

TheoryThe 4 Core Theories

Theory 1

The Bottleneck Rule — Service Manager Protects the Team

The Service Manager is responsible for identifying the single biggest constraint creating the most downstream problems (tickets, rework, escalations) and taking direct action to remove it — not just coaching after the fact.

Mechanism:

Plug the constraint upstream → fewer bad inputs (bad placements/bad fits) → fewer tickets hit CSR capacity → CSRs can run diagnosis + enforcement properly → recurring issues drop.

What This Looks Like in Practice:

Daily 5–10 minute BCO board veto check — flag obvious bad fits (distance/attitude history) before they're placed
Email Gelber/Edgar + CC Peter for any vetoed placements
Active bottleneck-plugging to reduce inbound problems

Failure Signs:

Spike in tickets linked to newly placed cleaners
CSRs skipping checklist verification or bucketing because they're rushed
Manager only coaches after the fact — doesn't prevent new failures

Theory 2

First-Issue Root Cause or You Guarantee Repeat Tickets

On the first issue, the CSR must extract a real root cause (not just the symptom) and record a specific corrective plan. If the root cause is vague or wrong, the fix will be wrong and the ticket will repeat.

Observable Success:

Root cause discovered on Issue #1 — not Issue #5+
Clear "root cause + plan + verification" in ticket notes
Fewer repeat tickets from the same cleaner/building after corrective plan starts

Failure Signs:

Vague notes: "spoke to cleaner, they'll handle it"
No verification step set
No follow-up date/time documented

Theory 3

Script Discipline Creates Data; Freestyle Creates Noise

Every cleaner call must follow a low-variation script: same flow, same core questions, same closure and consequence. Personal style is allowed only in tone — no freestyle.

Why It Works:

Consistent call flow → comparable outcomes → patterns become visible → process improves → fewer repeats. When everyone uses the same script, changes to the script/process are made intentionally based on real data — not feelings.

Theory 4 — Coach Trigger

Daily Coaching Cadence

Owner: Service Manager — Morning + End-of-Day meetings

Coach When You See:

Ticket not created to process-manual standard (Step 1 failure)
Checklist not verified before cleaner call (Step 1B failure)
Wrong bucket chosen (Step 2 failure)
Freestyle calls instead of structured script
No consequence stated / allowed complaints without solution
Did not escalate attitude "client problem" response

🧑‍🏫

Coaching Philosophy — Behavior Over Tasks

The strategic focus of all coaching is ensuring Gold Standard behavior, not just technical completion of steps. The goal is to move from "handling a complaint" to "mastering a process."

FrameworkThe 6-Step Coaching Deconstruction

Step 1

The Handshake — Establishing Context

Open the session by clearly identifying: what process is being reviewed, what ticket type it is (R1, New Concern, etc.), and what the strategic focus is for this session.

Name the ticket type and process anchor at the start
State the coaching goal: is this about documentation? call quality? bucketing? follow-up?
High-fidelity documentation and preventing repeat errors is the Gold Standard here

Step 2

The Pivot — Naming Discipline & Data Integrity

Transition to reviewing Ticket Labeling and Hierarchy. The Gold Standard behavior is Naming Discipline — accuracy in ticket title allows the entire company to understand, search, and track cleaner trends.

⚠️

Failure Analysis

When ticket titles are jumbled, we lose the ability to track cleaner trends effectively, leading to missed opportunities for termination or retraining.

The Correction: Ticket title order must be:
Ticket Type — Company Name — Type of Issue — Cleaner Name — Billing Price

Step 3

The Pivot — Clarifying Expectations & Cost Control

A critical "Why" behind our process is cost control. Define the boundary between a "Quick Fix" and a "Billable Service."

We vacuum/sweep the entrance mat because it takes under 15 minutes and ensures client satisfaction
We do NOT steam clean for free because the hidden cost is margin erosion

💡

Pro-Tip

When a cleaner blames the weather for streaks on mirrors (dew/temperature), remain firm on the Gold Standard. Regardless of season, a "thorough clean" is the expectation. Our standard doesn't change based on external conditions.

Step 4

Behavioral Coaching — Managing the Walkthrough

The Gold Standard for a client walkthrough is Confirmed Coordination.

🚫

Behavioral Gap

Never allow a cleaner to "surprise" a client with a visit. This creates friction and looks unprofessional. A random visit by a cleaner can be seen as intrusive, damaging the trust we are trying to rebuild.

The Action: Always use the Confirmed Walkthrough Template. This ensures both parties have the date, time, and contact info in writing.

Step 5

Pro-Tip — Tool Selection for Communication

Always use the specific ChatGPT Prompt found in the process manual for cleaner recaps — do not use Gemini for these.

📝

Why This Matters

Gemini's formatting currently deviates from our standard structure. To maintain "High-Fidelity" records, we need the exact structure: Issue → Action Plan → Checklist → 3-Strike Policy. Deviating from this structure breaks our ability to extract data from notes consistently.

Step 6

Manager's Final Checklist for Ticket Completion

Before closing any coaching session on a ticket, the following behavioral actions must be confirmed complete:

✓
Schedule Follow-up: Client feedback email set for next business day after the correction clean
✓
Inspection Reminder: Sent to cleaner at the exact time of cleaning
✓
Time Zone Discipline: All meetings booked with correct time zone accounted for
✓
Final Note: Duplicate the "Issue/Solution" points into the summary field for easy AI extraction
✓
Note Recipients Tagged: Edgar, Peter, Taylor, assigned handler

Non-NegotiablesStandards That Cannot Bend

🚫

Non-Negotiable Standards

Root cause discovery must happen on the first issue, not after multiple repeats
Cleaner calls must follow a tight script with minimal variation — consistency over improvisation
Cleaners with cleaners must do weekly inspections minimum (every clean if once/week service), have checklists, train properly, and prove they manage quality
Client standard wins: cleaning must match client expectation, not cleaner's personal standard
Attitude/refusal to solve = removal path. Cannot "handoff to BCO" as avoidance
Service leadership must protect the team by plugging the bottleneck
Checklist governance: <15-minute small extras can be done; larger scope requires checklist review and pricing decision

KPIsPerformance Targets

Metric	Target	Notes
Same Day Ticket Resolution	Same Day	All tickets must be worked and responded to the day received
Tickets Closed Within	7 Days Max	Never longer than 7 days. Example: weekend-only cleaning may extend to next Monday
Response to Tickets	Within 90 Minutes	Initial response to client within 90 minutes of ticket creation
Monthly Attrition	≤ $6K / Month	Maximum allowable client loss per month
BCO Moves Per Month	≤ 20	Buildings moved to BCO process in a calendar month
Client Concerns Per Month	≤ 80	Total inbound concerns across all reps
Surveys Per Day Per Rep	4 / day	Proactive client survey calls
Survey Call Frequency	Every 2 Months	100% of clients called and emailed every 2 months
Talk Time Per Day	1–2 Hours	Active client/cleaner phone time per rep

3-Strike PolicyCleaner Accountability

The 3-strike policy applies within a 3-month rolling window across all buildings a cleaner services.

Strike	Ticket Type	Action Required
1st Issue	New Concern	Warning + full action plan + inspection report required + follow-up call
2nd Issue	R1	Formal review + possible onsite supervision + R1 Warning Template sent
3rd+ Issue	Move to BCO	Removal from the building. BCO process initiated. No exceptions.

🚫 You must state the consequence on every call. "This is your [1st/2nd] issue. A 3rd issue results in removal from the building."

ReviewsGoogle Review Process

Gate Rule

Only Ask When Satisfaction Is Explicitly Confirmed

A review request may only be sent if the client or cleaner explicitly confirms satisfaction in writing or on a call.

Green Light Phrases (Any of these = you can ask):

"Thanks" / "That works" / "Appreciate it" / "All good now"
"You've been very helpful" / "This is exactly the support we were looking for"
"I'm very happy with your service"

Approved Email Snippet (Do Not Modify):

"Glad we were able to get this resolved. If you have 30 seconds, we'd really appreciate a quick Google review — it helps us a lot. Here's the link: [insert link]."

Incentive Rule — NEVER Lead With It:

Sequence: Issue resolved → Written satisfaction confirmed → Review link sent → If client hesitates → mention $25 credit → Credit applied after review is posted.

Follow-Up Rule:

One follow-up only — sent 48 hours after initial request
Must be sent as a new standalone email (do not reply to closed ticket thread)
No additional follow-ups allowed

🚫

Do NOT Ask If:

They sound neutral or didn't respond
The issue required escalation
There's any tension
Satisfaction not clearly expressed in writing

No review is better than a 4-star.

Weekly Target	Goal
Reviews Per Day	2
Reviews Per Week	8–12
Stop Pushing When Rating Hits	4.6 stars

📊

Every Ticket Must Be Marked Before Closing:

Review Requested
Not Eligible (reason required)
Pending Confirmation

No ticket may be closed without one of these selected.

Removed ProcessMissed Cleans Policy

🚨

Missed Cleans Are Not Acceptable — New Process Is Removal

Missed cleans are classified as Urgent priority. Immediate call to client first is required. Missed cleans trigger a removal review process — this is not handled the same as a standard service issue. Always call the client immediately when a missed clean is reported.

✉️

Template Usage Rules

All templates must be personalized before sending. Proof read every AI-generated email and make modifications where necessary. Reply within the same email thread unless the ticket is closed (in which case, start a new email for follow-up).

Template A — Issue: Enough Information Provided Client

▾

Hi [Client Name], Thank you for reaching out and for bringing this concern to my attention. I sincerely apologize for the issue you experienced with [summarize concern]. Please know that we take full accountability for this and are committed to resolving it immediately. I will be reviewing this directly with your cleaner to understand exactly what went wrong and to ensure it is fully corrected. My commitment is to have this resolved for your next scheduled service and will follow up with you to confirm. In the meantime, is there anything else at your site that you would like me to address so I can ensure all of your concerns are handled at once? If you'd prefer to discuss this in more detail, please let me know a good time to call, or you may book a time with me directly here: [Insert Calendar Link]. Thank you again for bringing this to my attention. I truly appreciate your feedback, as it allows us to continuously improve. [Your Name]

Template B — Issue: More Information Needed Client

▾

Hi [Client Name], Thank you for your email regarding [summarize issue]. I sincerely apologize for this and want to assure you that we take full responsibility for resolving it. To help me give your cleaner the exact direction, could you please clarify [insert specific question, e.g., "which area was missed / where is this located in the building," "what time the issue was noticed"]? Once I have this information, I will review it with your cleaner without delay and confirm the corrective action that will be in place for your next scheduled service. Additionally, is there anything else at your site that you would like me to address while I am following up? If it would be easier to discuss this by phone, please let me know the best time to reach you, or you can book directly with me here: [Insert Calendar Link]. Thank you again for bringing this to my attention. I truly appreciate your feedback and will keep you updated until this is fully resolved. [Your Name]

Template C — General Inquiry / Question Client

▾

Hi [Client Name], Thank you for your email and for reaching out. I've reviewed your request about [summarize question/inquiry]. Here's what I can confirm: [Provide answer / clarification / info directly] Is there anything else happening at your site that I can help with while I'm checking in? And if you'd prefer to discuss this by phone, you can set up a call with me here: [Insert Calendar Link]. Thank you. [Your Name]

Template D — Confirmed Correction Client

▾

Hi [Client Name], I wanted to follow up regarding the concern you raised about [summarize issue]. I've reviewed this with your cleaner and here's what we've implemented to correct it: - [Outline corrective action and what specifically will be done differently] This will be in place for your next scheduled service. Please let me know if you notice anything further or if there's anything else you'd like us to address. I appreciate your patience and we look forward to solving this. [Your Name]

Template E — Feedback Check-In (Schedule for 8am day after next clean) Follow-Up

▾

⏰

Scheduling Rule

Schedule this email to send at 8:00 AM the following business day after the next clean where the correction has been applied.

Hi [Client Name], I hope this message finds you well. I wanted to follow up after your most recent scheduled service to ensure that the concern you raised regarding [summarize issue] has been fully resolved. Your feedback is very important to us. Please let me know if everything was handled to your satisfaction. If there are any remaining concerns or details that we may have missed, please let me know so that we can address them immediately. Our goal is to ensure your service meets the highest standard and that any issues are resolved completely and promptly. Please don't hesitate to share any feedback or additional concerns — we are committed to continuous improvement. Thank you and I look forward to hearing from you. [Your Name]

Template F — Second Follow-Up (Next Day, If No Response) Follow-Up

▾

Hi [Client Name], I wanted to follow up regarding the concern you raised about [summarize issue]. We haven't heard back from you, so we will assume that everything has been resolved to your satisfaction and we will be closing this ticket. For your reference, we've attached a copy of the inspection report from your most recent service. Everything looks in order on our end, and we are confident the corrective measures have been fully implemented. If there are any remaining concerns or additional details you would like us to address, please don't hesitate to reach out. We are always happy to provide further assistance and ensure your service meets our standard. Thank you again for bringing this to our attention and for your continued partnership. [Your Name]

R1 Warning Template — Second Warning to Cleaner Cleaner

▾

Hi [Name], It was a pleasure conversing with you. As discussed, this is a Second Warning reminder and documentation of the current service issues of the building contracts under your account within the last 3 months, including today, for your reference: [Date] — [Type of Issue] — [Building Name] [Date] — [Type of Issue] — [Building Name] The expectation is that all issues will be corrected and nothing new will arise from any of your buildings, thus a thorough cleaning should be performed in the buildings you are handling. Our objective is to have NO cleaning issues within 3 MONTHS across ALL your buildings. The third instance of a cleaning complaint from a client would be a potential removal of one of your buildings from your account. These measures are diligently upheld among all our contractors to ensure we honour our commitment to providing exceptional cleaning services to our clients and maintaining our reputation as a dependable service provider. I trust you will view this constructively, as an opportunity to excel and ensure the maintenance of all your buildings. Exceptional performance may lead to extended contract opportunities. Thank you. [Your Name]

Survey Email Follow-Up (No Answer on Survey Call) Client

▾

Hi [Client Name], We tried to reach you today for a survey call but missed you! If you have a moment, we'd truly appreciate you sharing your thoughts through our quick two-question survey. Your feedback — both positive or negative — is incredibly important to us. CLICK HERE FOR THE SURVEY: [Survey Link] If we don't hear from you, we'll take it as a sign that everything is going great. We'll also follow up during your next scheduled rating call. Thank you for being a valued part of our community, and have a fantastic day! [Your Name]

AI Prompt — Cleaner No Answer (After 2+ Days of No Response) AI Prompt

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🤖 Paste into AI Tool

"Draft a professional but firm email to a cleaner who has repeatedly not answered my phone call: - Acknowledge that I have tried multiple times to reach them without success - Emphasize that it is urgent we connect to review client feedback - Provide a general summary of the issue (e.g., concerns about cleaning quality, checklist not followed, or missed areas) - Ask them to reply with a time they can talk today, or to call me back directly at [Your Phone Number] - State that if I do not hear back within 24 hours, the matter will be escalated and we may consider taking further action - Keep the tone professional, clear, and accountability-focused." ISSUES: [paste issue summary here]

Section 01Role Overview

Section 02Responsibilities

Daily Operations

Client Management

Section 03KPI Targets

Section 04Cleaner Avatar Definition

Step 1Ticket Creation & Initial Review

Initial Review — Check for:

Determine if Service Issue or Client Update:

Step 1B — Verify Against Checklist (BEFORE calling cleaner):

Step 2Ticket Types & Labeling

Step 3CRM & Ticket Field Updates

Required "About this Ticket" Fields:

Step 4Master Note — Pin to Top of Ticket

Step 5Ticket Stages & Closure

For Recurring Issues (R1/R2) — Additional Requirements:

Client Service Issue Call Script

1. Introduction & Acknowledgment

2. Ask for Details

3. Check for Repetition / Other Issues

4. Acknowledge & Reassure

5. Correction Options

6. Set Follow-Up Call

7. Confirm & Wrap-Up

8. Close the Call

Cleaner Service Issue Call Script — Full 5-Step Diagnostic

Step 1: The Opener & Time Check

Step 2: Present Feedback & Neutral Probing — The "WHY"

Step 3: Mandatory Question Stack (Exact Order)

Step 4: Ownership, Consequence & The Fix

Step 5: Lockdown & "Fool-Proof" Close

Voicemail — No Answer After 3x Calls

Text Message — Send Immediately After Voicemail

Client Service Check-In & Survey Call Script

Introduction

Wrap-Up

Next Steps

FrameworkThe 3-Bucket System

TheoryThe 4 Core Theories

Mechanism:

What This Looks Like in Practice:

Failure Signs:

Observable Success:

Failure Signs:

Why It Works:

Coach When You See:

FrameworkThe 6-Step Coaching Deconstruction

Non-NegotiablesStandards That Cannot Bend

KPIsPerformance Targets

3-Strike PolicyCleaner Accountability

ReviewsGoogle Review Process

Green Light Phrases (Any of these = you can ask):

Approved Email Snippet (Do Not Modify):

Incentive Rule — NEVER Lead With It:

Follow-Up Rule:

Removed ProcessMissed Cleans Policy

Template A — Issue: Enough Information Provided Client

Template B — Issue: More Information Needed Client

Template C — General Inquiry / Question Client

Template D — Confirmed Correction Client

Template E — Feedback Check-In (Schedule for 8am day after next clean) Follow-Up

Template F — Second Follow-Up (Next Day, If No Response) Follow-Up

R1 Warning Template — Second Warning to Cleaner Cleaner

Survey Email Follow-Up (No Answer on Survey Call) Client

AI Prompt — Cleaner No Answer (After 2+ Days of No Response) AI Prompt

📋 Q&A Knowledge Base