Sample training manual

Purpose

Every home gets the same result no matter which cleaner shows up. Consistency is why customers rebook.

Supplies

Caddy with all-purpose spray, glass cleaner and bathroom cleaner; microfiber cloths (blue for glass, green for kitchen, red for bathroom); vacuum, mop and bucket, trash bags, shoe covers.

Steps

1. Put on shoe covers before entering. Greet the customer if home and ask: "Is there anything you'd like us to focus on today?"
2. Do a 2-minute walkthrough. Note any damage or stains already present and photograph them.
3. Work top to bottom, left to right, in every room: dust high surfaces first, floors last.
4. Bathrooms: spray toilet, tub and sink first and let the cleaner sit while you wipe mirrors and counters. Then scrub, rinse and dry.
5. Kitchen: counters, stovetop, outside of appliances, sink. Wipe cabinet fronts with visible marks.
6. Bedrooms and living areas: dust surfaces, make beds if requested, empty trash.
7. Vacuum carpets and rugs, then mop hard floors, finishing at the exit.
8. Final walkthrough using the quality check below.

Quality check

• No streaks on mirrors or glass
• Toilet clean under the rim and around the base
• Floors free of visible hair and crumbs
• All trash taken out and bags replaced
• Lights off and doors locked as the customer prefers

Purpose

The kitchen is where customers judge the whole job. A deep clean removes built-up grease and grime that a standard clean skips.

Supplies

Degreaser, oven cleaner, non-scratch scrub pads, plastic scraper, green microfiber cloths, gloves, small step stool, drop cloth.

Steps

1. Put on gloves. Lay a drop cloth in front of the oven.
2. Apply oven cleaner inside the oven and let it sit while you work on everything else.
3. Empty and wipe the inside of the fridge and microwave if included in the booking. Put food back exactly where it was.
4. Degrease the range hood, stovetop and backsplash. Use the plastic scraper on baked-on spots, never a metal blade.
5. Wipe cabinet fronts, handles and the tops of upper cabinets.
6. Scrub the sink and faucet, then polish dry.
7. Wipe out the oven and rinse twice so no cleaner residue is left.
8. Clean counters last, then mop, pulling out the trash can to clean underneath.

Safety

• Never mix bleach with ammonia or acid-based cleaners.
• Open a window or run the hood fan when using oven cleaner.
• Test any cleaner on a hidden spot before using it on stone or wood.

Common mistakes

• Leaving cleaner residue in the oven, which smokes the next time it's used
• Using scrub pads on stainless steel or glass stovetops, which scratches them
• Forgetting the tops of cabinets and the floor under the trash can

Purpose

Move-out customers need their deposit back or the home ready for listing photos. The empty home must pass a landlord's or agent's inspection.

Supplies

Everything for a standard and kitchen deep clean, plus wall-safe magic erasers, a vent brush, a ladder and extra trash bags.

Steps

1. Confirm the home is empty and utilities are on. If anything is left behind, photograph it and text the office before touching it.
2. Take "before" photos of every room from the doorway.
3. Clean inside every cabinet, drawer and closet shelf.
4. Wipe baseboards, door frames, light switches and outlet covers.
5. Spot-clean scuffs on walls with a magic eraser. Test first; stop if paint lifts.
6. Dust ceiling fans, light fixtures and air vents.
7. Do a full kitchen deep clean, including inside the fridge, oven and dishwasher.
8. Deep clean bathrooms, including inside the vanity and behind the toilet.
9. Clean window sills and tracks, then vacuum and mop every floor.
10. Take "after" photos from the same doorway spots.

Sign-off

• Before and after photos uploaded to the job folder
• Walkthrough done with the customer or agent, or photos sent if no one is present
• Keys returned or left where the customer instructed
• Any damage noted in the job notes, not just mentioned out loud

Purpose

How cleaners talk to customers decides whether they rebook and leave a good review. Every cleaner uses the same words, so the experience feels professional.

On arrival

1. Text the customer 15 minutes before arriving: "Hi, this is [name] from Maple & Mint. We'll be there in about 15 minutes."
2. Knock, introduce yourself by name, and confirm the address and the service booked.
3. Ask: "Is there anything you'd like us to focus on today, or anywhere we should avoid?"

At the end, if the customer is home

1. Invite them to look: "We're all done. Would you like to take a quick look before we head out?"
2. Fix anything they point out on the spot if it takes under 10 minutes.
3. Thank them and mention rebooking: "Thanks for having us. The office can set up a regular schedule if you'd like."

If the customer complains

1. Listen without interrupting or making excuses.
2. Say: "I'm sorry about that. Let me fix it right now."
3. If you can't fix it on site: "I'll let the office know right away, and they'll contact you today."
4. Text the office the job address, the issue and a photo before leaving the driveway.

Never argue with a customer, blame another cleaner, discuss pricing or discounts, or accept cash tips over $50 without telling the office.

The team lead signs off each item before the new hire moves on.