7 Essential Questions to Ask When Hiring Your Next Cleaning Service
Aug 30, 2018
Heather’s Home Works, LLC was started in 2003 when Heather Bouges DeMarie moved to the beach from Northern Virginia to be closer to her family. Although she had never owned her own company, she had confidence in her ability to provide superior cleaning services to homeowners here at the Delaware beaches. Now 15 years later she has grown the company to 25+ employees bringing in $1 Million in annual revenue. Heather believes that the keys to their continued growth & success have been 1) her focus on stafff education and promotion, 2) consistently providing superior service to her residential clients and local businesses and 3) working in the community to give back through Cleaning For a Reason, where they provide FREE cleaning services to women of Sussex County while they are in treatment for various forms of cancer. ‘Giving back a portion of our resources’ is written into the Heather’s Home Works, LLC mission statement and will be forever in honor of both of Heather’s Fathers who each passed from cancer.
1. How long have you been in business?
It takes more than a mop and bucket to run a professional cleaning service. Industry numbers tell us that almost 50% of cleaning services will go out of business by the end of their first year…We opened our doors in 2003 and have expanded to a team of 25 over the last 15 years. Heather DeMarie is our owner-operator, she serves on the Board of Directors for the Bethany-Fenwick Chamber of Commerce, and she lives in locally in Frankford.
2. What kind of insurance do you carry?What happens in the event something gets damaged or broken?
Proper insurance is vital. Always verify insurance coverages and check to see that
there is a written policy on how to handle breakage/damage…
At HHW, all team members know how to report damaged or broken item, that they report these items to their on-site supervisor and the office and are to leave a written
note for the client when they are not home at the time of the occurrence.
At Heather’s Home Works our team members are all hired as W-2 employees. We pay all federal and state taxes and also carry workman’s compensation on all team
3. What kind of pre-screening is performed when hiring employees?
Do they perform criminal background checks? Do they do drug testing? If you hire ‘Mary’ from down the street as a solo maid, will you feel comfortable asking these
Heather’s Home Works performs background checks on EVERY new hire via a nationwide database. We have a written drug policy and EVERY new hire is drug tested in-office before they ever step foot in a client’s home or office.
4. What kind of training do your cleaners receive?
Many maid services are desperate for ‘warm bodies,’ just anyone they can get to show up and throw into the field.
At HHW, we have a 5 – 10 day training program where each team member works 1-on 1 with their trainer in the field, after which they take a written exam to graduate from ‘training.’ Our team is nationally certified, and we are members of both ARCSI (Association of Residential Cleaning Services International) and the IWCA (International Window Cleaning Association).
5. Do you have a formal quality assurance program in place?
What methods does the company use to measure quality on a daily, weekly, monthly basis? Do they send out surveys or call clients directly for feedback?
Our Quality Assurance Manager, and her team have written guidelines and standardized checklists they use to provide both written and verbal evaluations.
On-going employment is determined by continued quality performance, not through longevity.
6. What happens if I am unhappy with my cleaning?
Some cleaning services only offer a specified percent off of your next service if you are displeased.
A reputable cleaning service like Heather’s Home Works will make every attempt to come back immediately and do whatever is necessary to fix the problem. If going back to fix an issue doesn’t resolve the problem, we have a 100% money- back guarantee.
7. Is your company a good neighbor or steward of the community?
Most of the best companies in business today have added a philanthropic component to their mission statements.
At Heather’s Home Works our culture includes a mandate of ‘service to the
community’. One way in which we give back is through our ‘Cleaning For A Reason’
(C4R) program, which provides free or low-cost cleaning services to women in our
community who are dealing with cancer. We feel honored to have been nominated for
the ‘Best in Business’ and most ‘Community Spirit’ award by the Bethany-Fenwick
Chamber of Commerce in recent years.