Is this client request for a cleaning proposal a normal expectation?

[ByAlertGoldGoose]

Hi,

I'm a domestic cleaner and just need a sense check if you have a cleaner or you are a cleaner.

I received the following message from a client I started with last week. For context the home is a bedroom, 2 bathroom house

"Hi XXX, I’d like to come up with a plan for the next 6 months. I like the idea of having a full clean on Tuesday and then a once over on Friday. Regular bed sheets changed and towels. I don’t know if you do general laundry and ironing, otherwise we can do the laundry and maybe find someone to do ironing.

Could you write me a proposal of your thoughts and ideas and goals for the house. And then we can make an agreement going forward.

Also, just before the beginning of each new season, a deep house cleaning, getting everything ready for the next season.

Sounds good?

All of your thoughts and ideas on the setup of the house, any systems we should put it place etc.

Write everything down so I can have a look through"

I've never had such a request so wondered if this a one off request or is this the expectation going forward?

Im not a cleaner - but will be a fair few hours in that - as long as they realise the hours from the outset ?

use Chat GPT to create a one page plan based on the hours you are being given each week, excluding anything you can't do (e.g. ironing) and send it to them. It's not unreasonable to have a plan. It's probably unreasonable for the client to expect you to generate it

I think that now, as cleaners charge more, they are expected to be more professional and offer a thought through service.

It sounds like she's totally overwhelmed and doesn't know where to start with organising the job, and is hoping that with your experience you can lend a hand with that.

I think this is ok apart from:

Could you write me a proposal of your thoughts and ideas and goals for the house. And then we can make an agreement going forward.

Unless I was employing a butler/housekeeper, I think this is a bit OTT for a cleaner. My cleaner would think I'd gone mad. I guess AI has been involved here?

I use a cleaning firm and what is done in each room is listed and was presented to me for approval.

I think it’s a bit much that she is asking you to come up with a written proposal as I assume this is not something that is usually part of your job.

However, I agree with PP that it sounds as though this lady is overwhelmed and very much wanting to get some order and routine and I guess it’s flattering that she has asked for your input as she clearly sees you as someone who has skills and knowledge to offer.

It sounds as though she has already stated what she wants done, so you could just agree (or not agree) with what she’s proposing. If you can see any giant flaws in her plans then point them out to her (eg you will likely have a much better idea than she does about how long each task takes and how often each task needs doing). But I think she is unreasonable to ask for your ‘goals’ for her house. Any goals are for her to have and for you to either agree to or not.

I’d reply that I’d need her goals for the house and I can use them to draw up a schedule.

But if you want to agree to her request for a ‘proposal’ then I would simply make a list of tasks, how long each one takes and how often they should be done. She can then study that or put it into AI to come up with a routine.

I’d be happy that this client wants more work doing, meaning more pay, and draft up a plan accordingly with extra charges for the seasonal deep cleans and targeting one deep clean area each month, at an extra fee - things you wouldn’t typically do on a monthly clean.

Be happy they’re pleased with your work and want to give you more hours!

You can find monthly/annual cleaning routines on socials, I imagine this is where they’ve got the idea from - in all honesty this could be a good business plan for you and once you’ve got something drafted you could offer it to other clients.

Copy and paste it into Google and ask Google to write you a response

However you need to decide if you are happy doing laundry and changing beds? Some cleaners wouldn’t have the time for that in their schedule

I hope you are good at your job as this wom sounds like she could be hard work!

I wouldn’t be engaging your services if you weren’t putting in writing a plan and proposal.
In would expect you to pitch several different ones to me with the hours you need to deliver each. Then we agree. That ensures I know what I am paying for and you know what you are doing and what the expectations are.

seasonal deep clean- yes, I totally support that although I currently work with a rolling deep clean through each room. Changing sheets, yes mine does, but I wash and send out to be ironed.

Im slightly startled that you’d be working as a professional cleaner and just turn up for a fixed number of hours and wing it. Surely you want to set expectations to protect your self.

I clean a house whereby I give it a proper clean at the beginning of the week and a top up at the end. I don't think this is unusual. I do some ironing for them as and when. I don't do any laundry or bed change but I have for other customers.
I just do whatever the customer wants and charge an hourly rate.

Thank you so much for your input, it's much appreciated.

That sounds fine for a firm and a copy and paste resource for them to use for hundreds of clients for years to come. It is in their benefit to have an agreed scope of works to try to ensure consistency with a possibly high turnover of staff and to manage client expectations.

IMO it's too much to expect from a self-employed cleaner like OP. If OP was being employed as the full-time housekeeper, this would be perfectly reasonable.

This client seems to be either clueless and has never had a cleaner so getting ideas online, or I think they will be very hard work.

I have engaged the services of several cleaners for my home and worked self-employed as one for a few years. I do like the twice-weekly model with a full clean at the start and a top-up at the end of the week, which usually included about an hour of ironing.

How much are you charging and how many hours are anticipated? (You omitted the number of bedrooms in the OP.)

I'm not a cleaner, but if I was I'd be considering if I wanted to continue with what I suspect will be a nightmare client!

I’d advise her that I’ll be charging time and a half for the planning.

Wow! How the other half lives!

Apologies I omitted there are 3 bedrooms.

I’ve been a cleaner and it’s more common to do a walk through of the property. Ideally in a “lived in” condition so you can see what needs done.

For the once over everyone wants to concentrate on floors, bathrooms and kitchen depending on lifestyle. A longer clean everything is dusted/ wiped plus the once over stuff, then the non weekly stuff can be rotated in. For example inside windows, skirting boards, cleaning fridge, a schedule for bedsheets if doing them.

Deep cleans kitchen cabinets inside and tops, window frames , possibly getting a carpet cleaner and doing carpets/ soft furnishings, any curtains down and laundered / dry cleaned.

I think it’d be a good idea to create a checklist and get the client to tell you what they want done biweekly, weekly, monthly , annually etc. People have different priorities as well some would rather you spend more time and everything is super clean, some want a decent once over but faster/ cheaper. You really need to communicate with your (potential) client.

I've had a cleaner for the last 40 years.

3500 square feet.
Tuesdays my cleaner vacuums and mops floors, cleans 5 bogs (three usually unused) and 3 bathrooms (only two used). She usually unloads the dishwasher. Three hours.

Fridays she dusts and polishes mirrors and does the ironing. Three hours.

We are very tidy and I keep the kitchen spotless as I go along.

Twice a year she cleans the paintwork and beeswaxes the panelling (7 hours).

Every three months or so I vacuum curtains, upholstery, clean the silver, etc.

For the last 25 years my cleaners haven't been native English speakers so the op's schedule and proposal would be chocolate teapot territory.

I'd expect a cleaner to tell me to get stuffed if I asked what the op is asking. Good cleaners are like gold dust and I wouldn't dare. Neither am I the Lady of nor Housekeeper of Downton Abbey.

I think what you are suggesting @ByAlertGoldGoose is utterly ridiculous.

I think it sounds OTT if you are a normal cleaner with several clients and only spend a few hours a week in her home. It looks like she's really after a housekeeper, which she will need to pay more for. Suggest that if you're up for it, but I wouldn't provide this on a usual domestic cleaner set up.

I think it's up to you what service you offer. If you have plenty of clients already without having to jump through these hoops then you probably have your answer.

You could throw it back to her? You could let her know that you haven't been asked for this before and suggest she puts something together for you to discuss when you go over there?

@ByAlertGoldGoose apologies, I read it as you were the client, not the cleaner. I'd swerve the job and wouldn't dream of asking that of a cleaner.

Businesses should include planning time in their hourly/daily rates, you’re not really just paying for the hours on site.