CLEANING UP ANY CONFUSION
What makes you different from other cleaning services?
Cleaning companies are a dime a dozen. Great cleaning companies that actually care about your specific requirements and deliver on their promise of excellent service are rare.
Our company is called “Personal Touch” for a reason!
Are you bonded and insured?
Personal Touch has $2 million personal liability insurance, as well as a fidelity bond protecting against theft (though our staff are thoroughly vetted for your protection). We also have WSIB coverage.
What kind of guarantee do you offer?
We pride ourselves on the quality of our work and our clean track record, however, if you are dissatisfied with your cleaning, you are given a 24-hour period to contact us and have that particular area re-cleaned, at no cost to you.
Also a note will be made on your file so that we know to pay particular attention to the area next visit. Please note that if the cleaning has been given a ‘time cap’ by the client, or if we request additional time to complete the work and are not granted an extension, Personal Touch cannot offer a guarantee (or touch-up) for that job since there is no telling how long it may take to complete to our standards.
What is a Cleaning Specialist and why are they unique?
Cleaning Specialists (CS) are the professionals who attend your home to provide our boutique cleaning services. Many have previous experience working in the cleaning industry and some are trained by us. We only pick the best! They are cheerful, experienced, trained, careful, reliable, honest, and in great shape as cleaning is physically demanding! We adhere to a strict hiring process, which includes reference checks, training, bonding and insurance protection. We keep a close eye on cleaners and if they don’t love their job and care deeply about their performance and end results, they’re not with us for long.
Will you send the same Cleaning Specialist each visit?
We do our best to send the same Cleaning Specialist each time – it’s the most efficient arrangement for everyone involved, but we can not guarantee it. While we’re pretty good at maintaining the status quo, we are managing both our staff and clients’ needs which are constantly in flux with dozens of regular clients and a team of cleaning specialists. If you are sent an alternate Cleaning Specialist on occasion, our staff have access to your Client Profile which contains detailed information about your preferences and requests to ensure consistency with our work. Sometimes, you might even prefer your new Cleaning Specialist! You are welcome to let us know if you have a preferred Cleaning Specialist, and we will make every reasonable effort to have them service your home on a regular basis.
How many Cleaning Specialists will be cleaning my home?
Depending on the condition and the size of your home, we will either send one Cleaning Specialist or a team of two. Clients are charged for the results of the cleaning service, so whether it takes one or two cleaning specialists to get the job done, it will not affect the cost.
What cleaning products do you use?
All of our Cleaning Specialists will bring their own green (truly natural) cleaning products and supplies, including a commercial grade vacuum. If you happen to have central vac available, that’s one less thing the cleaners have to bring with them. We are an environmentally conscious cleaning company, and our team is trained to use the most gentle and effective cleaning solutions in your home for both your family’s safety and that of our cleaners. We avoid nasty chemical products such as bleach, Easy Off, Pledge, Murphy’s Oil, etc. though occasionally if an oven needs to be cleaned, we will ask clients to pre-spray with Easy Off Low Fume oven spray a day in advance and then we hold our noses while we clean! We are always testing new products to see if they live up to their word (check out Melissa Maker’s Clean My Space YouTube videos), and in turn, are worthy of being used in your home.
How long will a cleaning take?
Once your initial deep clean is performed, subsequent regular cleanings will take less time since our cleaner(s) will be familiar with your home and, of course, regular maintenance helps cut time down. Our lifestyle and habits dictate the condition of our homes on cleaning day and since we’re all unique, it can be hard to anticipate this without cleaning your home first. There’s a big difference between a student rental apartment (student being the key word here); a young family living in a townhouse with two kids and two dogs (lots of “stuff”), and the clutter free, tidy single family home of a retired couple.
So as you can understand, there are a lot of variables that will dictate how long we need on a one-time and regular basis. There’s even a noticeable difference between bi-weekly and monthly cleanings, for obvious reasons. When we do the initial site visit, we will be able to provide you with an estimate for the initial cleaning and, after the first initial visit, we’ll be able to confirm your regular cleaning costs moving forward.
Will the initial clean take longer than subsequent visits?
Yes. In order to bring your home up to our Personal Touch standard, the first cleaning will take longer than the following maintenance visits in order to give your home the deep cleaning it deserves and learn about your unique needs. Homes that have not been cleaned in a while or homes with shedding pets will take longer to clean. If your home has any unexpected challenges that we cannot address properly (ie carpet stains, grout mold), we will contact you to discuss options such as contacting a home service specialist.
How does scheduling take place?
Complete our “Get A Quote” form and within a few hours, you’ll be contacted by our office to review your booking, obtain basic information about your home, and arrange a date for the personal site visit. At that visit, a thorough review of your cleaning requirements and expectations will be completed, as well as a discussion around any specific requests so we’re all on the same page. Then, a confirmation email will be sent to you and we’re ready to clean. You’ve just booked your cleaning and now you can make plans of what to do with the spare time you’ll have since we’ll be handling the “dirty” work for you!
Do I need to be home while the cleaning takes place?
Only if you would like to be, though it may slow down the cleaning process which could affect the cost of service. We’ve been cleaning peoples’ homes for years, unsupervised, with an exceptional track record so you can feel confident knowing only the best are visiting. Most of our clients provide us with a key or access code, which we closely protect.
Are pets at home during cleaning ok?
If your pet(s)’ are comfortable with a new person, noise, and a vacuum or mop (which does freak out some animals), then having the pet at home is fine with us – we love animals as you can see from our mascot, Dusty. To ensure everyone’s comfort and safety, however, we recommend that the animal be in a crate or separate room for the duration of the cleaning.
NOTE: We do NOT walk, feed or clean up urine or feces left from animals.
What if I want something done that’s not on the checklist?
We’re open to requests and are happy to do what we can to be accommodating, within reason. As long as we are able to perform the task (have the right tools and training), we would be glad to schedule in extra work at your home. Please discuss your requirements in advance of the visit so that we can allot any additional time.
And if you or someone you know is in need of a general handyman, look no further. Janis’s husband, Wally McMillan, is amazing with household repairs. He can be reached at Wally@DoneRightHandymanServices.ca or 613-406-9997. Check him out at www.DoneRightHandymanServices.ca.
Do you change bed linens?
Yes. If you leave fresh linens on the bed and specifically request this at the time of booking, we will change them and leave the dirty linen in the laundry room.
What if something is broken or damaged during a cleaning visit?
We believe in complete transparency so rather than sweeping it under the rug, if something gets broken or damaged, our team is trained to photograph it and report it immediately. Regardless of how careful and considerate a cleaning specialist is in every home, occasionally something can happen (we’re all human). However, should that be the case in your home rest assured it will be reported immediately and we will contact you to discuss a fair and quick resolution. We do ask that any irreplaceable items be put away and anything you are concerned about is noted at the time of booking so we can put it on the “do not touch” list. Please note, we’re not responsible for repairing or replacing existing damage or improperly installed items.
And you need something repaired, look no further. Janis’s husband, Wally McMillan, is amazing home handyman experienced in most household repairs. He can be reached at Wally@DoneRightHandymanServices.ca or 613-406-9997. Check him out at www.DoneRightHandymanServices.ca.
What is the minimum fee for home cleaning?
Given everything involved with even the smallest clean (scheduling, sending reminders, processing invoices, driving time to and from, etc.) there is a minimum fee of $120 + hst, depending on the requirements and conditions of the home.
What forms of payment do you accept?
As we’re a small local boutique cleaning company, our payment preference is etransfer (quick, easy and there’s a paper trail at both ends). Alternatively, a mailed cheque made payable to #2552354 Ontario Inc. After each cleaning visit, you will receive an emailed invoice, with payment required within 48 hrs.
Is HST included?
Yes, 13% HST will be included on your invoice, applicable for all of our services.
We’re a fully licensed, bonded, incorporated company, fully insured for your protection.
What if I need to cancel my appointment?
To prevent last-minute cancellations, we send out reminder emails and text notifications a day in advance of service and would appreciate 48-hour notice of cancellation by voicemail or email.. Our staff rely on the work we provide and we always respect their time.
In some cases, a $50 cancellation charge will apply if notice is not received in advance. If we arrive at the cleaning and there is no key arranged for us or we cannot gain access to the home, a 50% of the estimate is billable as a lockout fee. If we are dismissed during a job, or we have to leave due to a safety issue, 50% of the estimate will be billable.
Where can I find all your company policies?
We will provide you with a Client Service Policy, which will be signed by both parties, at the time of booking. This ensures we’re all on the same page regarding services to be provided and your expectations. A Client Profile will be created and shared with you containing all relevant information about your home and cleaning needs. Special requests can be added, as required.