Green Magic Cleaning Services

You don’t know how to access the client’s house.

1. Check the Access Instructions on your ZenMaid app.

2. Check if the key is left for you (meter box, letterbox, under the doormat).

3. Ring the doorbell.

4. Knock on the door.

5. Check if the door is unlocked.

6. Call / SMS the client

7. Inform the Office immediately.

 

You cannot find the house.

1. Double-check the address on ZenMaid App.

2. Check if there is an extra description about the address in your app.

3. Call / SMS the client

4. Inform the Office immediately.

 

You cannot go to work because of serious emergency.

1. As soon as you know you cannot work, let us know via WhatsApp Group.

2. Do not contact your clients - our Office Team will deal with it.

  

You started feeling unwell during the job.

1. Inform the Office immediately (when you are still at the client’s house)

2. Let the Office know which areas you haven’t cleaned.

3. The manager will contact the client to reschedule the appointment.

 

You feel unsafe with the client.

1. Inform the Office immediately.

2. Leave if you feel unsafe.

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The house is not safe or impossible to clean:

1. You can refuse providing your service if the house is unsafe to clean.
   Example: hoarder’s house with items all over the floors, unstable shelves that may fall on you. Broken glass, needles, faeces, cockroaches in large quantities.

2. You should refuse lifting objects that are too heavy for you. 

3. You should not start cleaning if the house requires a different kind of service, such as: decluttering, removals, pest control, renovation, painting.

4. Take a picture as a proof and send it to the Office.  

 

The client is asking for cleaning tasks not included in the basic checklist.

1. Ask the Office for advice.

 

Your car broke down.

1. Inform the Office soon as possible. 

2. Call your insurance / road assistance.

 

Your vacuum cleaner stopped working.

Instruction for PacVac Vacuum Cleaner provided by our company (See chapter 5 for videos):

1. Are the cords properly connected? (Connect them properly)

2. Is the cord damaged? (Replace it ASAP as it may be dangerous. Get a new one from Godfrey's)

3. Is there power in the client's house? (Check various power points)

4. Is the vacuum full, blocked and got overheated? (You need to empty it, replace the bags and dust off the filter. Check if pipe or head isn't clogged)

5. Were you vacuuming water? (You'll need to empty the vacuum, open the lid to dry. It may take some time to start working again).

6. More information: check our Chapter 5: Cleaning Products and Equipment (Vacuum Cleaner Maintenance)

7. If nothing works, inform the Office immediately.

 

You cannot find a free parking spot.

1. Call / SMS the client.

2. Ask the client about visitors parking / parking permit or

3. Find paid parking and save a receipt for us . 

4. Send us the receipt via WhatsApp as soon as you get it (Receipt must be sent same day via WhatsApp and with your invoice). Failing to send the receipt the same day of the job will result in not receiving the refund.

 

You don’t know how to clean something.

1. Check our Chapter 4: The Cleaning Academy if you have time.

2. ​Take a picture and send it to the Office via WhatsApp asking for advice.

3. When you are not sure which product won’t damage the surface, use soft microfiber cloths, hot water only or water + a few drops of dishwashing liquid. Always dry the surface after cleaning.

 

You are afraid to clean something fragile, very old, easy to break.

1. Don’t clean or move items that may be something unique / irreplaceable: piece of art, paintings, sculptures, sentimental objects, antique furniture.

2. Don’t clean items that are very old, and may break, fall off when you touch them.

3. Don’t clean shelves full of fragile objects, for example a collection of porcelain figurines.

4. Don’t use harsh chemicals on surfaces made of material not familiar to you or of organic origin: timber, natural stone.

5. Don’t scrub surfaces with abrasive sponges if they might get scratched: acrylic splash backs, shower screens, painted, varnished, or coated surfaces.

 

The shower walls made of marble are covered in calcium residue and mould.

1. Don’t apply harsh chemicals.

2. Try safe products for stone cleaning or soap / dishwashing liquid and water.

3. Sometimes it’s better to leave surfaces not 100% clean instead of permanently staining the stone with chemicals.

4. Inform the Office about this issue immediately.

 

You're not a native English speaker and have difficulty understanding the client.

1. Ask them to repeat slowly.

2. Use Google translator.

3. Ask the Office for assistance.

 

The kids or pets are disturbing you during the cleaning:

1. Ask the client politely if the kids can play in one area.

2. Ask the client politely if the dog can be locked out.

3. Start cleaning in areas which are inaccessible for kids / dog.

4. Ask the Office for assistance.

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The house is vacant (has no furniture and items).

1. Don’t start cleaning.

2. Inform the Office immediately.