Edit FAQs

Modified on Tue, Sep 27, 2022 at 10:35 AM

The Molly Maid Script provides your employees with the opportunity to use FAQs (Frequently Asked Questions). These are very helpful when an employee is new or doesn’t feel comfortable answering questions without language provided to them. Some of the FAQs should be edited for your specific location.

To Edit the FAQs

Go to: Settings: Edit FAQs

To Edit an individual FAQ, click the Pencil in front of that FAQ. You will only need to edit the answer, then click save.

Any FAQ that requires editing is listed below. The words/section of each FAQ that needs edited will be in bold, underlined and in between the angle brackets, like this <location>. You will also find some FAQs that have an Option 1/Option 2, just delete the option that you do not want to appear in your FAQs.

FAQ #1

Molly Maid is a full-service residential cleaning service. We have been in business for over 30 years and here in <location> for over <#years in business> years. Last year alone we cleaned over 1 million homes nationwide and over <#cleans in 2014> here in <location>. Our customers tell us they love coming home to a clean house.

We recognize that every customer has different needs when it comes to cleaning their home. That is why at Molly Maid we provide a free in-home consultation. We’ll identify all your specific needs, answer all your questions, and show you why the Molly Maid system is best.

FAQ #2

I understand how you feel. Some of our other customers have felt the same way, but they have found the Molly Maid difference to be a very good value. By doing a free in-home <estimate/consultation>, we’ve been able to customize the cleaning to meet their individual needs and budget, which is what we’ll do for you as well. We recognize that every customer has different needs when it comes to cleaning their home and that is another reason, we perform a free in-home <estimate/consultation>. We will walk through your home with you and then sit down and talk in detail about what your cleaning needs are. Together, we will customize a cleaning that is made to fit your needs. We will give you the fixed rate you will pay each time the HSPs clean your home.

FAQ #4

We do a free in-home <estimate/consultation> to better understand your specific needs and give you the best possible price. Let me give you an example. We have two customers living in identical homes. Because they are furnished and lived in differently, one home may have a service fee of $<lowerprice>, while the other is $<higherprice>.

FAQ #5

Great! Is there a time we can schedule <an estimate/a consultation> when you both will be home?

FAQ #6

Certainly, I understand. Most of our customers check the alternatives before selecting Molly Maid. To assist you in making the decision, let us schedule that free in-home <estimate/consultation>, answer all your questions, and give you an exact price. Then you’ll be in a better position to shop around. I can schedule a free in-home consultation on <Day and Time 1> or <Day and Time 2> to give you a definite price. Which would work better for you?

FAQ #7

It’s not one thing Molly Maid does; it is everything we do put together that sets us apart from all the other cleaning services.

One of the most important is reliability. We hear all the time from customers that use independent maids that when their maid is ill, they don’t get their home cleaned that day. When their maid’s child is ill, they don’t get their home cleaned that day and when their maid’s car isn’t running, they don’t get their house cleaned either. We have many good teams and can handle all those situations and still get your house cleaned on the appointed time and day. Since we only hire full time employees and we provide company cars to get to your home, our dependability and reliability is much higher than independent services and individuals

Our uniformed, insured and bonded teams, the cars, the customized cleaning of your home and the relationship and trust we build are just some of the benefits that make Molly Maid the better choice.

Our guarantee of satisfaction

Molly Maid provides a customized cleaning service at a reasonable price. You have the flexibility to add specific items or remove rooms that you don’t want to have cleaned.

No Contracts. No hassle. Unlike many of our competitors, we don’t have any cumbersome contracts and we don’t penalize you with exorbitant fees just because you may need to cancel a clean on short notice. You may cancel or move your service at any time prior to the team arriving at your home giving you complete flexibility to change as conditions warrant without penalties charged by other services.

We do free in-home <estimate/consultation> to give you the best possible price and better understand your specific needs.

We do a thorough cleaning on every single clean.

We offer competitive rates and our HSPs are trained, bonded, and insured. All our HSPs are covered by workers compensation insurance and we conduct a criminal background and drivers check on all our employees. We pay all required payroll taxes for our employees.

Our customers tell us we are the friendliest, most convenient, and easiest maid service to do business with.

FAQ #12

Every third week service is not normally offered. The most popular service frequency in this area is our <Every Two Week/Alternate Weekly> service which occurs every other week. We also offer every 4th week service with a choice of service days on <Monday, Tuesday, or Wednesday> and on rare occasions we can make an exception and offer three-week service. Our three-week customers may have to make a choice between maintaining the same day and arrival window for each cleaning or maintaining the same team for each cleaning with a slight variation in day of the week or arrival window.

FAQ #13

Option #1

We so rarely get requests for weekend service that we are only open Monday through Friday. We offer a wide range of arrival windows during those days and can almost always find a time that works for you. Further, we find that our customers are provided better service by limiting our Home Service Professionals’ work week to five days allowing two full days for rest. We do provide some weekend service just prior to major holidays on a request basis.

Option #2

We so rarely get requests for weekend service that we are only open for regular service on Monday through Friday. We offer a wide range of arrival windows during those days and can almost always find a time that works for you. We do provide some One Time and occasional cleanings on the weekend.

FAQ #15

Will Not Apply to Most

FAQ #16

Needs to be edited based on the business

FAQ #17

If your appointment falls on one of the non-working holidays, we will call you at least <length of time> prior to your appointment and offer you several options for rescheduling that cleaning on a different date, so that your service frequency is not interrupted. Of course, you are always welcome to call us in advance of any holiday and let us know how you want your cleaning scheduled.

Our Molly Maid teams will not be cleaning on the following holidays: New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving and day after, and Christmas. If a holiday falls on a Sunday, it will be celebrated on the following Monday and if it falls Saturday, it will be celebrated on the prior Friday,

FAQ #19

We encourage special instructions for your team that will enhance the cleaning experience you receive. However, it is very important that any special instructions be communicated directly to our office at <Office Phone Number> so that we can place the instructions in the permanent notes section of your file thereby making them available to any team that may clean your home in the future and as a reminder to your regular clean each time they visit your home.

FAQ #20

Usually at least one of your team members will understand and speak English sufficiently to communicate with you regarding your cleaning preferences. We also keep notes in your file of those preferences and discuss them with your team regularly. Should an occasion arise where you are having difficulty communicating with your team because of language differences, our <entire> office staff is bi-lingual and they are always available, so that a quick call can usually resolve any communication problem quickly and easily.

FAQ #22

List your availability Slots

The arrival window (usually a <3 of hours> hour time span) is the time during which the team will arrive in your home to start the cleaning. Our history shows that we arrive during this window approximately <percentage> of the time. For example, if you have the <sample time slot> arrival, the team may arrive as early as <hour> or as late as <hour>, or anywhere in between and the clean may extend awhile after that window and occasionally beyond the normal workday, so we ask for your patience, so we can give you the thorough cleaning you expect from us.

(Only if the customer requests) We also offer a <call ahead time frame> call ahead if you would like to request that as well

FAQ #23

Because we clean Monday - Friday, <hours of operation> most of our customers aren't home but the vast majority trust Molly Maid with the key to their home. For additional security, all house keys are individually coded and cross-referenced.

FAQ #25

There is no charge for cancelling a cleaning in advance and rescheduling is no problem. However, in order to be fair to your maids and have enough time to adjust route schedules, we request at least a < # of hours> hour advance notice for a non-emergency cancellation. You may reach us 24 hours each day through our voice mail at <Office Phone Number> for emergency cancellations, but we ask that short notice cancellations be limited to true emergencies because these cancellations greatly affect your team’s income.

FAQ #26

Most customers (about <#> %) give us the key to their home because they want to enjoy their precious free time and come home to a clean house. If for some reason you elect not to give us a key and we do not have access to your home when we arrive, we may not be able to clean that day. You will have to reschedule the appointment for another day that week that is convenient for you and our schedule, by calling our office at <Office Phone Number>.

FAQ #27

Additional cleaning services are available upon request <e.g. refrigerator, oven, cupboards, and other service>. These services must be scheduled in advance with the office to assure sufficient time to complete the additional work. Charges for these extra “project” items are nominal. Unfortunately, we do not do <laundry, dishes, windows, inside of fireplaces, steam, or spot clean carpets, other services>.

FAQ #28

Payment is expected at the time of the clean. Check or cash is preferable. Please leave your payment visible for the team (for example: kitchen counter top) and they will bring it back to the office

Only if the customer asks about credit cards then say - “However we also offer an alternate form of payments which is credit cards. We accept <list credit cards you accept> and there is a <convenience fee amount> each time we charge your card.”

If you forget to leave a check, cash or a credit card on file and we cannot contact you to arrange payment, then you may not get cleaned on that day and we will have to reschedule your appointment. Many of our customers have found it very convenient to put a credit card on file as an alternate form of payment just in case they forget to leave cash or check.

FAQ #29

Should your check be returned from our bank as uncollectible, we will call you to arrange payment for the check and a $<returned fee amount> Returned Check Fee. Should we not receive payment or payment arrangements within <# of Days> business days after our call, then unfortunately we must take actions for collection.

FAQ #32

There are no contracts with us, so you are on a clean-by-clean basis. This means you will not be penalized for rescheduling or canceling a single appointment. Moreover, we are available Monday thru Friday from <hours of operation> for you to call us with any questions or you may always Email us or leave a message after hours.

FAQ #37

Unfortunately, cleaning homes is not an exact science. A number of factors beyond our control affect our schedule each day including traffic, weather, or possibly the condition of homes on the schedule. When a customer’s home is in a different condition than normal (maybe because of a party or visitors) we still give our full attention to the home and that may affect our arrival at subsequent homes that day. As a result, since we can’t give an exact time of arrival, we provide an arrival window (usually a three-hour time span) which is the time during which the team will arrive in your home to start the cleaning. Our history shows that we arrive during this window approximately <percentage>% of the time. Please note that if the team arrives later in the arrival window, the actual cleaning may extend beyond the window and occasionally beyond the normal workday, so we ask for your patience, so we can give you the thorough cleaning you expect from us.