Please read the following carefully and make sure you understand everything.
Estimated Reading Time for this Module: 5 minutes
It may happen, but if you end up getting lost when you are on your way to or from a home, refer to the following:
If your BK App isn’t working, here are ways to troubleshoot the issue:
- Have you updated your BK App recently?
- Have you downloaded an offline map? This will solve the problem if you don’t have cell coverage and you need directions. Here are instructions for Downloading Offline Maps:
- If you have a limited data plan, make sure you are connected to wifi before starting these steps.
- Download the google maps app to your phone
- Click inside the app
- In the search bar, click on the setting button in the top right hand side of the screen. It might be 3 dots, 3 lines, or a circular button to the right of the mic button
- Click “Offline maps”
- Click “Select Your Own Maps”
- Zoom out on the map until it covers all of Phoenix, plus a very large area around Phoenix. You should be able to dowload a large part of Arizona which is recommended.
- Click “Download”
- If on a limited data plan, stay on Wifi until the download is completed
- Try to copy and paste the address into your apple or google maps
- Copy & paste the address from the BK App to Google Maps.
Refer to the information below to be prepared if you ever run into a situation where your car is not working properly:
- Immediately call the office number 919.754.4300 to notify someone so the office can call the customer to figure out the next thing to do
- Let them know your ETA for when it may be changed or fixed
- Now, try and find a solution:
- Is there someone nearby that can assist? Maybe just a quick tire change or to jump start your battery?
- Check with your insurance company to see if you have Roadside Assistance available (AAA, Geico, USAA, etc.)
- Call them Immediately
- Let the office know your ETA for when it may be changed or fixed
Tips
- Always carry jumper cables in your car. This could save you hours of waiting one day!
- Check your tires regularly. Maintain the proper air pressure and replace them when there is little tread or cracking. Don’t wait until it goes flat or blows out!
- For flat tires, call the nearest Discount Tire store and ask a representative if they offer free flat tire service
- This service is free to check your tire
- If it needs to be plugged, they should be able to do it for free
Here are the following instances you should text the office instead of call:
- When you simply need to notify the office
- Something is already damaged – be sure to send a photo, include which home, location, & specify it was pre-existing
- You have damaged/broken something – be sure to send a photo, include which home, location, & specify it was newly damaged by you.
- Somebody is sick
- Running late
- Minor issues with the home or service (so the company can notify the client before their service has finished – IE: pet accidents, cracked tile flooring, countertop or flooring gunk that won’t come off, excessive pet hair settling after clean)
We trust you to do a great job without much supervision on a daily basis, but every now and then we understand that you will need our trust to help in certain situations. Please read the following to know when it is appropriate to call the office:
- Non-medical Emergencies – If medical, dial 911.
- The customer is angry
- The customer is wanting an additional service
- The home is not within our scope of service and you are unable to resolve it directly with the client.
- The home has a biohazard: blood, urine, human feces, or needles
- There are numerous tiny bugs in the home
Every job will have notes regarding the cleaning which should be looked at the night before to prepare. Every now and then there may not be notes which you believe should be there. We try our best in the office to enter notes for each job, but there still may be details that are missing or valuable to know for the future. When you run into this, please refer to the following:
- Leave a comment on the house stating what is incorrect or needs to be added to the job and why.
- When the comment is received, the home’s history will be looked at to see if the cleaning should be adjusted.
- You should be notified by the office after they have addressed the concern
When entering or bringing supplies into a home, you may run into a situation where the clients’ pets run out of the home. Some clients are comfortable with their pets going in and out whereas others may warn us of keeping their pets inside. When this happens, do the following:
- Immediately close the door in case there are other pets in the home
- Try your best to get the pet back in the home
- If you were not able to get the pet back:
- See if the customer is home to let them know
- Try calling the customer to let them know
- If you can’t reach the customer or they aren’t home:
- Immediately call the office to inform them that a pet ran out of the home
- Immediately call the office to inform them that a pet ran out of the home
Double-check your notes in the SA App to see if there was anything listed regarding the pets, if there are no pet notes, leave a comment on the job.
If you are having issues with understanding the client or them understanding you, contact the office. Simple as that! Please do not put yourself in a situation where the client is mislead into understanding a situation. When it is needed, the office will explain things about their particular service or to diffuse a situation.
Please follow the steps below if you ever run into the situation of a door that doesn’t seem to lock:
- Lock the front door from the inside if possible
- Is there a garage side door that can be locked from the inside? If the side door leads to a backyard, be sure there are no aggressive dogs and the back gate is unlocked.
- If you have no choice but to leave the door unlocked, contact the office so the client can be notified.
Always check your progress 30 minutes before the START of your next job, if you think you won’t make it on time immediately do the following:
- Check your time and determine how long it might take you to finish, or to arrive at the next home.
- Call the Customer to let them know you are running late, say something like:
- “Hi this is <your name>, with The Mission Maids just to let you know I might be a little late for your cleaning, I think I will be there by 00:00, just want to make sure that’s ok with you, so sorry for the inconvenience.”
- “Hi this is <your name>, with The Mission Maids just to let you know I might be a little late for your cleaning, I think I will be there by 00:00, just want to make sure that’s ok with you, so sorry for the inconvenience.”
- If the customer is not ok with that or there are any issues you cannot solve, tell the customer:
- “I understand, I will call the office to let them know so they can find a better solution for you”
- “I understand, I will call the office to let them know so they can find a better solution for you”
- Call the office.
Don’t panic! focus on doing quality work, not rushing. Let the office worry about the schedule and communicate or adjust the schedule properly
- If you would like to go over any of this before you take the test below, please reach out to Team Support — teamsupport@supportthemissionmaids-com
- We are happy to go over the key points by phone before you attempt the test below
- Allow 60 minutes to take the test
- Click here when you are ready to take the test!