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I need to contact the office…

When should I call the office immediately?

  • Emergencies
  • The customer is angry
  • The customer is wanting an additional service
  • Someone is injured
  • The home is not within our scope of service

When calling the office, make sure to call the office number to ensure someone from the office is always available to take your call: (443) 837-4034

  • Do NOT call anyone’s personal cellphone number under any circumstance

When should I text (Hangout) the office?

Here are the following instances you should text the office:

***MAKE SURE YOU ARE NOT PERSONALLY TEXTING THE OFFICE STAFF***

  • 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)

Who do I contact?

Make sure to text in Hangout if it is not an emergency, otherwise:

  • If your running late to a home
  • If you are lost and the SA app isn’t working and you have already tried searching the address on Google and Google maps. Also try searching Redfin and Zillow before contacting the office
  • The customer is not answering the door
  • If you broke something
    • Please send pictures right away via Hangout. Specific that it was broken by you and include which home and where it’s located in the home
  • If you notice something is broken in the home
    • Send a text with a picture and specify that it was already broken. Include which home and where the broken item is located in the home
  • If the home is not within our scope of service and you have already tried working with the customer. For heavy clutter or a sink full of dishes, politely ask, “Would you be able to pick up this area or should I just work around?”
    • If it is not something you can work out with the customer, send text with pictures right away so we can see and contact the homeowner.
  • If you are not able to make it in for your shift
    • Please follow employee handbook guidelines
  • Another teammate is not following the core values
  • Time off questions
  • Customer complaints
  • Anything you need that is not payroll related
  • Clock in/out issues
    • If you forgot to clock in or out
  • Any management related items
  • Anything you need that cannot be answered by someone
  • You feel as though an issue wasn’t resolved
  • Ideas for the company – we welcome new ideas from everyone!