Frequently Asked Questions
Check out these 6 critical questions to ask before hiring a cleaning service:
- Will employees or independent contractors clean my home?
- What does your pre-employment screening consist of? Do you perform criminal background checks on all employees?
- Who will be cleaning my house? One person? A team? Is there a trained team leader or manager onsite at all times?
- How do you train your employees? Do you have a formal training program?
- Do you provide a satisfaction guarantee with your services?
- What is or is not included in my cleaning price?
Frequently Asked Questions
Why should I hire Helping Hands instead of any other company or individual?
Helping Hands takes every possible precaution in hiring the most qualified trustworthy individuals available. All of Helping Hands professionals are bonded and insured and covered by workers' compensation insurance. This means you are not responsible for their medical bills if they are injured while cleaning your home . Many homeowners are not aware of their potential personal liability for work related injuries if the person or company they hire does not carry this insurance. We also take care of all employee taxes.
Is Helping Hands a franchise?
No, Helping Hands is a local, family-owned and operated company. Because we are locally owned our prices are more affordable and we are able to provide more flexibility when meeting your specialized needs.
Do I need to sign a contract?
No. You may cancel service at any time. Helping Hands also reserves the right to cancel your service at any time.
Who provides the cleaning products and equipment?
For the convenience of our clients,we provide all cleaning products and equipment.
What hours do you clean and can I pick the day I would like?
Our office hours are Monday-Friday 8:00 a.m. to 5:00 p.m. We clean between the hours of 7:30 a.m. and 5:00 p.m. We try our best to accommodate your preference in days. Because we do not set cleaning time limits, we will ask if you prefer a morning or afternoon cleaning time. Due to the nature of the business and travel between clients’ homes, we have a 2 hour arrival window.
How many people do you send to my home?
Normally, teams of 2 cleaning professionals will arrive to clean your home. We make every effort to send the same team to your home for every cleaning. When one or both of your cleaning professionals is ill, on vacation or has a day off, we make every effort to send one of the professionals from your team with a substitute. If we need to send a substitute team, we will call you to inform you of the change.
How do you monitor quality?
Quality is our number one priority and we want you completely satisfied. After each cleaning we send out one question survey because it is extremely valuable for us to know how we are doing every time we are in your home. We are not happy unless you are 100% happy. Based on our client's response and their rating, our employees receive bonuses for their performance.
What type of training do your workers receive?
Our staff is professionally trained in proper cleaning techniques. We do one-on-one training of new hires until they have mastered our high cleaning standards. Our professionals are also trained in the following areas: use of different cleaning products, proper use and maintenance of cleaning equipment, use of alarm systems, workplace safety, organizational and time management skills, knowledge of our company’s policies, communication skills, with the client, co-workers. We have monthly meetings with our staff to do continuing education on different areas of cleaning.
Do I need to be home?
Most of our customers are not home when we clean their homes. We keep detailed information about each client’s home cleaning or special instructions and information regarding pets, access, and alarm codes.
How will you get into my home?
82% of our clients leaves us a key to their home or a code to the garage. If you choose not to leave a key and we are unable to access your home for a scheduled cleaning, you will be assessed a lockout fee of full cleaning.
If I give you a key, how will it be protected?
All keys are marked for identification with a code # (no address or customer name is used) and locked in a safe when not issued to the cleaning supervisor for the day of your cleaning. Only our top management staff has access to the safe.
What about pets?
Pets are not a problem. However, we do need to know if you have them and we would like to have the pet’s name. We love pets; however, our teams are instructed not to enter a house if they believe an animal is a threat. Please remember that pets may behave differently if a family member is not present. Due to the individual care that plants require, we are not able to maintain them. We do not feed or clean up after your pets.
Is there anything I need to do before the cleaning?
What if something is missed or not cleaned properly?
Your full satisfaction is our top priority. Simply call our office at (630) 530-1324 within 24-hours to correct anything that needs attention or respond to our survey. You may also text us at 630-699-4025. We will return to address any areas of concern with no questions asked. Your complete satisfaction is our number one priority.
What if something gets damaged during the cleaning process?
Because of the nature of our business our staff is required to touch virtually everything in your home. We are as careful as possible; however, if something does get damaged while cleaning your home, our staff are instructed to call our office at once and to leave a note advising you of the incident. The office will also follow-up with a phone call to determine the best course of action. In the event an item is damaged or broken we reserve the option of repair or replacement. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. Helping Hands is not responsible for damage due to faulty or improper installation of items. Please inform us if any items in your home require this type of attention. Examples would be: broken or improperly installed blinds, tiles, curtain rods, shelves, loose carpet etc. All surfaces (marble, granite, etc.) are assumed to be sealed and ready to clean without causing harm.
The most tragic form of damage is something irreplaceable either monetarily or sentimentally valued. Rather than be sorry, the safest way to protect these items is to store them away on the cleaning day, or instruct us not to clean such items.
How is payment handled?
We accept cash in a sealed envelope (labeled with your name and address), checks and all credit cards (Visa, MC & Discover and AmEx). If you choose to pay by check, we ask that you leave the payment on the kitchen counter. Receipts will be emailed if requested. A $50.00 fee will be assessed for any checks returned by your bank. All prior balances must be cleared, before the next service.
What about “special requests?”
We love special requests! Please communicate any additional chores, services or cleaning procedures you desire directly to our office at (630) 530-1324. Every effort will be made to accommodate you.
Do you clean windows?
Yes, please call our office and we will be happy to clean your windows as well.
Do you clean carpets?
Yes, please call our office and we will be happy to clean your carpets.
What don’t you do?
Our professionals cannot climb higher than two step stool, work on the outside of your home, move furniture that contains electronics, lift any objects over 30 pounds, prepare meals, or provide any pet or children-related services and change top bunk beds.
How do I get regular service started?
Simply give us a call at (630) 530-1324, text us at 630-699-4024 email us at email@example.com or complete our online service request.
Will the price always be the same?
For regular cleaning clients, once set, the fee will be the same each time we clean for up to one year. However, there are times we need to adjust the rate as our estimates are sight unseen. It’s very hard to predict the level of cleaning we need to perform every time.
Also, Each year we perform pricing reviews on a client by client basis, to consider cost of living adjustments.
Why is the first time you clean my home priced higher?
We begin your service with an initial “deep cleaning” of your home. This first cleaning is similar to a “catch up” clean or a spring clean. There is a variety of first time tasks performed during this clean that requires extra time and effort. There is a big difference between “old” dirt and “new” dirt. If we don’t get rid of it the first time, keeping your home truly spotless will not be possible. Deep cleaning would usually take two to four times longer than regular cleanings.
What if I want to cancel a scheduled service?
No problem. All we ask is that you contact us no later than 2 business day prior to your cleaning. Cancellations later than noon the day before are subject to a $50 cancellation fee. If cleaning is cancelled the day of your scheduled appointment, the cleaning is charged at the regular rate.
What if my regular cleaning day falls on a holiday?
We will contact you approximately 6 weeks ahead of time to arrange an alternate day for that week. The holidays observed by our office are New Year’s Day, Good Saturday (Saturday before Easter), Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve Day and Christmas Day.
Should I tip the workers for a job well done?
Tipping is neither required nor expected, but always appreciated. If you do choose to leave a tip, cash is the preferred method of currency, and it will be shared equally by your cleaning team. An occasional note to the team when they really impress you would mean a lot. Also, we pay your cleaning team bonuses based on your feedback, so please look out for our an email with one question survey the day after the cleaning.
Can I hire your service provider directly?
No. A great deal of time and resources is put into hiring our staff. Our Service Agreement states that you agree not to hire any past or present Helping Hands professionals, other than through our office for a period of not less than 2 years from the date the professional last worked for Helping Hands, for any purpose whatsoever. In the event that you feel you must hire this person in spite of this agreement, our referral fee to you is $2500 and is due in full immediately upon employment or use of the past/present staff member, regardless of whether the employment is regular employment or on a contract basis.