We charge clients and pay you according to the actual time you spend at the client’s home. A customer receives a text message when you pressed ‘Start’ and ‘Finish’. Please be aware that in some cases the client can state that the start and finish times are incorrect, at this point we always take the clients word and we shall proceed to re-calculate the timings. Please understand that you always should ‘Start’ and ‘Finish’ accurately according to the actual time you stay at the client’s property.
Month: November 2017
How to finish work?
When you have completed the work, please ask the client to review what you have done. Please clarify with the customer that you have done everything that they expected? Ask the client to check every room you have cleaned and re-clean if it is needed.
Once all these steps have been completed.
- Rate the client on your eMopper App.
- Press ‘finish’ when you have completed the job
- Put your uniform and cleaning materials into your backpack and say ‘goodbye’ to the client.
How can I rate the customer?
When you are finishing a job, you should rate the client after you have clicked ‘Finish’.
I am lost
Before starting your journey to the client’s home, check the area using an online map. If you are unsure about the location, please contact the client directly to verify the details. Pay attention to the comments on the actual order. Sometimes clients leave the correct address or additional information in the comments section.
Again, If you are going to be late then please contact the customer directly to let them know the situation. It will reduce any negative ratings you may receive from the customer and avoid the late arrival fee.
The job time seems incorrect
If the time doesn’t match the time you have received via the push notification or if displayed incorrectly, then firstly please check the time zone setting on your smartphone. If you are still unsure, contact the eMop via text to clarify the time or contact to the customer to re-confirm the time.
I need to cancel the job
If you need to cancel a job after you accepted it, you can cancel it in your eMop App. Review the section ‘Fees & Compensations’ in your App before cancellation to avoid any unexpected penalty fees.
How can I contact my customer?
Three hours before the booking, you will be able to see the customer’s contact details in your Mobile App. We recommend you send a message to the customer to introduce yourself and to confirm your expected arrival time.
Can I reschedule the accepted job?
Unfortunately, no. However, you can report to the eMop in Text to find out customer’s availability to reschedule the job. If the time of the job cannot be changed and you need to cancel, please review the section ‘Fees & Compensations’ in your App before cancellation to avoid any unexpected penalty fees.
How can I see the job details?
You can find all the details about a job (eg. postcode, address, estimated duration and estimated payment, cleaning items, date and time) in the ‘New Orders’ section when you review a new job on the App.
To ensure customers’ privacy, we disclose their details such as a name and contact phone 3 hours before the start time. That will allow you to plan your route in advance and to contact the customer if needed.
What to do if I am allergic to pets?
When you review an order, you can see the comments if a customer has any pets. If you are allergic to pets, then it’s simple, do not accept the job.
The customer cancelled the order while I was on my way there or just arrived
This may happen sometimes. In this case, you will be paid anyway. We have a Cancellation Policy for customers as well as for cleaners. You will receive the compensation according to the Cancellation Policy. Review the section ‘Fees & Compensations’ to find out the amount of your compensation.
I am running late
If you are running late, for whatever reason, even if it is just a few minutes, please contact the customer immediately and apologise and inform them, about your delay. Please be aware that if you are late by more than 30 mins, you will have a penalty fee for ‘late arrival’. So, plan your route in advance to ensure you arrive on time.
After you have completed the job
When you have done your job, ask the client to check if everything is OK. Invite the customer to check every room, show what you have done and ask if you need to clean something again or not.
Press ‘finish’ when you have completed the job.
Put your uniform and cleaning materials into your backpack, and say ‘goodbye’ to the client.
Rate the client on your eMopper App.
Be Professional
Communication is a key to success and is essential to establish trusted relationships between a cleaner and a customer.
Here are a few tips how to set your trusted relationships with the client and receive a high rating:
- Be on time! You must be on time. It is better to arrive 10 minutes in advance. If you are even 10 mins late, please call the customer and notify them that you are late and tell them when to expect you. You will never have the second chance to make the first impression.
- Be polite with the customer and try to keep calm in any situation
- When you talk to the client – make an eye contact
- Don’t interrupt the client when he/she speaks
- Call the client by their name when you talk to him/her
- Be sincere and friendly
- Smile!
- Ask qualifying questions when you discuss details of the cleaning job
Before you start working
When you arrive at the customer’s place, check if requested service matches the reality. Discuss with the customer what you have to clean, tell them how much time the cleaning will take and what would be the cleaning process.
- Change your clothes, put on the uniform, prepare cleaning materials.
- Press ‘start’on the application on your smartphone.
What if the client wishes to use their own cleaning products?
When you arrive at the client, you always should inform them that you have your own cleaning products. Also, you should ask if the client wish you use their cleaning materials. If the client prefers to use own products, you’re the clients’ stuff.
Are the cleaning products given for free or do I have to purchase them?
You need to buy the cleaning products yourselves.
The level of dirt doesn’t match with reality
When you arrive at the client’s property and realise that the level of cleaning does not match your booking, and you feel it will take much more time than the estimated time plus one hour, please contact the eMop and inform us immediately. Also, inform the client that you will need more time to clean the property. At this point, do everything that is required, the client will be charged according total time you clean at their property.
The client asks me to do something extra that hasn’t been booked
Sometimes the client may ask you to do something extra that hasn’t been booked, for example, cleaning windows or a living room that they forgot to include in the booking or decided to include when you arrived. Remember that time is the priority. Explain to the client that the cleaning will take more than the estimated time. If you have limited time due to your next bookings, explain to the client that you did not plan to spend extra time and cannot commit to the extra work. Always inform the eMop via the Text in case you need more than the estimated time +1 hour.
The client’s address on the Mobile App is incorrect
Always check comments on the eMop App before deciding that the address is incorrect. If there are no comments and the address details appears to be correct but you still csan’t find the property, call the customer to verify the location. If you cannot reach the customer after 3 attempts, contact eMop via Text for further assistance.