1. Immediately close the door in case there are other pets in the home
2. Try your best to get the pet back in the home
3. If you were not able to get the pet back inside:
   • See if the customer is home to let them know
   • If they are not home, try calling the customer to let them know
4. 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

Once the situation is sorted out, double-check your notes in BK to see if there was anything listed in regards to pets, if there are no pet notes, leave a note on the job so this can be corrected.

• Lock the front door from the inside if possible
• Check if there is a garage side door that can be locked from the inside so you can exit the home through it. If that’s the case, first check if the side door leads to a backyard. Before you close the door, make sure there are no aggressive dogs and that 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.

• On your BK, leave a note on the house stating what is incorrect or needs to be added to the job and why.
  • When the note is received, the home’s history will be looked at to see if the cleaning should be adjusted.

• 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, explain the following:
  • “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, let the customer know:
  • “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! Keep calm and focus on doing quality work, not rushing. Let the office worry about the schedule and communicate or adjust the schedule properly.

• Politely discuss with the clients that certain things aren’t within our scope of service and that you would not be able to tend to those items if it hasn’t been previously addressed during scheduling.
  

If they are asking for additional services and you have the time:

• Politely say: “Okay! Let me call the office real quick to have them add that onto your cleaning for today”
  

If they don’t want you to call the office but still want the additional service:

• Explain patiently and politely: “I understand, but I’m not allowed to do anything outside of what’s already included for your scheduled service. I’d be happy to let the office know, so they can add it to your cleaning, though!”

• Politely inform the client: “Unfortunately, this is outside of the scope of our services, since we are required by law to have special training and licensing to properly handle “Bio Cleans” or “bodily fluids.”
  

• If you happen to see any pet accidents in the home, you are not required to clean or pick it up. Instead, send a text to the office letting them know in which home you encountered the incident and where in the home the pet accident(s) are located.

• There are no indications that you shouldn’t enter
  
  • There are no notes in BK stating not to clean that specific area
  • Ask the customer if it is OK to enter
  • Knock first before entering
  • Open door slowly
  • Announce your presence before entering
  • Close the door as you found it (in case there was a pet or reason it was closed in the first place)
    

WHEN NOT TO ENTER:

• There is a note on the door
• The client has told you not to enter
• There are notes in BK that state the room shouldn’t be cleaned

• If you NOTICE something is broken in the home, notify the customer right away.
• Then, send a text to the office to inform them of the situation.
  • Send the pictures to the Employee Line, and specify what item was already broken. Make sure to include in which home the incident took place and where the item was located in the home.

• Immediately, send a text to the office to inform them of the situation, so they can contact the customer.
  • Send the pictures to the Employee Line, and specify what item was already broken OR broken by you. Please include in which home the incident took place and where the item was located in the home.

Here are a few main identifiers in determining whether or not these feelings will need immediate attention:

IS THIS SERIOUS ENOUGH TO NOT RETURN?

• Not serious
  • Client does not tip well enough or at all. 
  • Client is critical of or constantly nitpicking your work.
  • Client is making constant small-talk with you. 
    
• Serious
  • Client is making overly flirtatious/inappropriate remarks or actions while you are working.
  • Client is making uncomfortable comments regarding your physical appearance or identity. 
  • Client is cursing or making rude comments towards you.
    

WHAT TO DO

If you are uncomfortable in a client’s home, you must immediately call the office, informing us of the situation so that we are able to take necessary action. At this point we can assess the situation and personally call the client if the situation calls for it.