A booking is the beginning of the customer relationship. Good onboarding turns the agreed service into clear instructions for the customer and the team. It also helps surface missing information before a cleaner arrives at a locked door or encounters work outside the quoted scope.
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Confirm the agreement and scope
- Confirm the customer or authorized site contact.
- Record the service address and type of property.
- Confirm the accepted estimate and service frequency.
- List included work, exclusions, and any approved add-ons.
- Explain how requests for additional work are approved.
Send the customer a readable confirmation rather than assuming they remember the estimate. Ask them to flag errors. For commercial work, clarify who can authorize changes and who receives service communications.
Prepare access and arrival details
- Confirm the appointment date and realistic arrival window.
- Ask about parking, building entry, pets, and site restrictions.
- Agree on a secure method for access instructions.
- Explain any preparation the customer needs to complete.
- Provide a working contact method for changes.
Do not copy door codes into general group chats. Limit sensitive details to people who need them and remove outdated access information according to your documented handling process.
Hand over to the team
Create a job brief with the service scope, allocated time, relevant customer preferences, necessary access details, and escalation contact. Distinguish preferences from promises: “customer requests oven cleaning” is not the same as “oven cleaning approved in the estimate.”
Check that the assigned team has the information, equipment, and practical training needed for the job. Route unfamiliar hazards or restricted areas to the responsible supervisor instead of improvising instructions.
Check the first visit
Confirm that the appointment was completed, note any scope differences, and record issues while they are fresh. Ask the customer a specific, neutral question: “Was anything in the agreed service missed or unclear?” Avoid asking for a positive public review before addressing a reported problem.
When something needs correction, record the issue, the person responsible, the agreed next step, and the follow-up date. Do not promise a remedy that is outside your authority.
Set up recurring service
Confirm the next visit and whether the schedule is fixed or subject to confirmation. Store durable preferences separately from one-time instructions. Review changes in scope, access, or contact details before they affect the next appointment.
A calendar entry should include the service, crew or capacity assignment, expected duration, travel allowance, and confirmation status. Keep one source of scheduling truth. Document the repeatable steps using the SOP guide.
Your next step
Choose one process from this guide, adapt it to your business, and review how it works with your team.
Free Workflow ReviewEducational guidance only. Adapt examples to your circumstances and seek qualified local advice for legal, tax, financial, insurance, or employment questions.