.png){kind=small}
.png){kind=small}
Have A Couple Questions?
Have some inquiries for The Gleam Team? You're in the right spot!
Browse below to review the answers to some of the most common questions that we receive. If you still have questions or would like more information, please get in touch and we’ll be happy to assist you.
COVID-19 HOME CLEANERS’ MEASURES
Our employees take the following precautions and measures to fight against the spread of germs and viruses. We are all involved in taking the steps to do our part in keeping everyone healthy.
This includes:
Disinfecting equipment thoroughly between each job.
Staying home when symptomatic.
Wearing masks from start to finish.
Practicing physical distancing in all homes, as appropriate.
If you’d like to see an additional measure taken, please contact us directly.
DO YOU OFFER VIDEO CONSULTATIONS?
Yes! We put this feature in place in order to proactively respond to the spread of COVID-19. We now offer Virtual Walkthroughs! Also note that our strict use of the vital Cleanliness Questionaire allows us to give a very accurate estimate without having to take up your time!
WHAT IS INCLUDED IN A STANDARD CLEAN PLAN?
INCLUDED:
Kitchen - we will clean and disinfect sink (not dirty dishes), countertops, stove top, outside oven door, and all exterior surfaces of appliances (walls are not included); trash is taken to your garbage bin (upon special request).
Bathrooms - sinks, fixtures, mirrors, and all outer counter, cabinet and drawer surfaces will be cleaned and disinfected, complete toilet clean, tub/shower will be scrubbed and shined including faucets, handles and doors.
Bedrooms - we will dust/clean shelving, dressers, nightstands, and bed frames as well as tidy up the bed; all mirrors will be cleaned.
Living Areas - furniture will be dusted and we will tidy and fluff any pillows/coverlets on couches and chairs.
Floors - floors in all rooms will be thoroughly swept/mopped/vacuumed.
NOT INCLUDED:
Extras are not included in this plan, but if you select our “Customizable Plan” we will gladly make any additions you need to get the clean you want (additional cost will be applied). As well, the extra time/cost built into the "Deep Clean Plan" allows for some additional “chores” and more detailed work in the “INCLUDED” section above.
WHAT IS INCLUDED IN A DEEP CLEAN PLAN?
INCLUDED:
Everything in our "Standard Clean Plan" PLUS in all rooms:
Baseboards dusted.
Wall/chair moldings wiped down.
Window sills wiped.
Light switches and door handles sanitized.
Back splashes, faucet fixtures and countertop appliances polished and shined.
“Extra Time” included for high detail.
NOT INCLUDED:
Organization is considered as an extra outside the limits of this package; for organizational requests, CALL to book a "Customizable Plan" and we can make sure the time is allotted to achieve the clean you need.
Any extras must be selected “a la carte” upon quote request at an additional cost for each extra service chosen.
WHAT IS INCLUDED IN A MOVE-IN/MOVE-OUT PLAN?
This is our all-inclusive package.
Our most detailed plan - it takes MORE TIME than any other plan.
Along with everything in a "Deep Clean Plan"- extras include: baseboards wiped , inside refrigerator, inside cabinets (cabinets must be empty).
This Plan is designed to turn the home someone once lived in into its original state and ready for new homeowners.
WHICH PLAN DO YOU RECOMMEND FOR FIRST-TIME CLIENTS?
A "Deep Clean Plan" is recommended for all first-time cleanings by The Gleam Team Cleaning Company.
It allows extra time to get all the areas that have been missed during regular cleanings in the past.
After the initial "Deep Clean", most customers switch to a "Standard Clean Plan" for their cleaning maintenance.
REGARDING CANCELLATIONS AND REFUNDS:
If you cancel before 48 hours of scheduled booking, you will receive a full refund to the payment information on file.
If you cancel within 48 hours of your booking, your booking is credited to your account to use whenever you’d like to reschedule.
If you cancel within 24 hours, it is a non-refundable, full charge.
WHAT ARE YOUR HOURS OF OPERATION?
Monday-Friday, 9:30-5:30
DO YOU WORK WEEKENDS?
To maintain dependability and a fresh Team, we have closed weekend hours and will only serve customers during the weekdays.
IS THERE A RESCHEDULING FEE?
We do not charge for rescheduling as long as it is done before 48 hours of your booking. Please see our Cancellation and Refund FAQ for further information.
DO YOU CLEAN ANY OUTSIDE SURFACES OF THE HOME?
We do not. Our insurance only covers our cleaners inside your home.
WILL THE SAME CLEANER COME EVERY TIME?
Yes, upon request. Please understand that cleaners have personal lives and can get sick or request leave. If that occurs we’ll ask to either reschedule or send a different cleaner.
DO I HAVE TO BE HOME WHEN THE CLEANERS ARRIVE OR DEPART?
Typically, you do not- however, if it is your first time signing up for a Gleam Team Cleaning, initial introductions always help develop the personable relationship with your Gleam Teammates.
ARE YOUR CLEANERS BACKGROUND CHECKED?
Our employees are federally and statewide background checked- we vet the best and say no to the rest!
DO YOU USE TOXIC CLEANING AGENTS?
Unless the “Green Clean Plan” is selected, we use a variety of tested, approved, and preferred cleaning products. In some instances “harsh” chemicals are required to clean and shine tough areas (Ex. A glass shower door with severe calcium buildup will require CLR to clean). We highly value the health and safety of our customers and ourselves, thus precautions are taken to ensure both.
Look at our "Green Clean Plan" for further options.
CAN I LEAVE A KEY?
Yes! It is actually preferred after the initial visit. This way we don’t hold you up if there is traffic or if parking is a little harder than usual to find. You will coordinate this with management at time of booking and if ever a change needs to be communicated. We suggest programming a specific door code (if applicable) for The Gleam Team, as this is the easiest way to monitor and ensure entry!
IS TIPPING NORMAL? IF SO, HOW MUCH?
Yes, it is. However, there is no suggested or expected percentage; whatever feels right to you. Any amount is greatly appreciated by your Gleam Teammate!
WHAT IF SOMETHING BREAKS?
This seldomly occurs but accidents do happen. Please contact our office immediately to work with our insurance to get the object of value replaced.
WHAT IF I AM NOT SATISFIED WITH MY CLEANING AFTER THE TEAMMATES LEAVE?
If you are not happy with the service for any reason please call us immediately for further instructions and so we can get it right. A re-visit cleaning request must be made within 2 business days of the original appointment (no exceptions).
ARE YOUR PRICES NEGOTIABLE?
No, our prices are calculated by the information you provide on our booking questionnaire.
WHAT IF MY CLEANING SERVICE ISN’T COMPLETE IN TIME?
In most cases this is because the initial state of the space required more time to clean than our formula allotted once our Teammates arrived and assessed. Most often the time discrepancy occurs in the Cleanliness Questionnaire process. In this case, the Teammate will contact management and an extension or additional booking can be made.
WHAT IF MY HOME REQUIRES MORE TIME THAN I BOOKED?
When booking, be sure to be brutally honest and accurate in answering the pre-booking questions on the Questionnaire. This ensures the proper amount of time is allocated for cleaning your home during your scheduled booking. Improper booking information may require you to have to reschedule at a full rate.
WHY DO I NEED TO ANSWER QUESTIONS ABOUT MY HOME WHEN I BOOK?
Due to COVID-19, the industry standards for booking cleaning services has actually been simplified by removing the standard home walkthrough (allowing us to lower our rates). By answering the questions thoroughly at booking, we can better ensure there will be enough time to clean your home.
DETERMINING THE DEGREE OF DIRTY
To get the most out of your scheduled cleaning, evaluate the current condition of your home with brutal honesty. This will determine if your home is cleaned in one passthrough and avoids any need for rescheduling a second cleaning session.
Slightly Dirty: Your home has been professionally and deeply cleaned within the last 3 months.
Pretty Dirty: Your home has been professionally cleaned, but not deeply nor within the last 6 months.
Very Dirty: Your home has not been professionally nor deeply cleaned within the last year.
HOUSE CLEANER VS. HOUSE KEEPER
We view these two titles differently. A House Keeper will typically visit your home multiple times per week, handling daily cleaning tasks, including folding laundry, washing dishes and picking up clutter. A House Cleaner is typically hired less frequently and usually for larger, inclusive, and/or more maintenance-styled cleaning.
WHY DOES THE GLEAM TEAM REQUIRE PRE-PAYMENT?
At The Gleam Team Cleaning Co, our prepayment policy should not be perceived as something negative or alarming. We introduced this policy as a response to the unfortunate rise in fraudulent bookings that occurred during the COVID-19 pandemic. We want to reassure you that our prepayment system has not, in three years operation, cause any issues, and it serves as a protective measure for both our clients and our business.
​
As a professional residential house cleaning company, we uphold the highest standards in the industry. We invest in various aspects to ensure your peace of mind and the quality of our service. From monthly and annual insurance payments to bonding our cleaners, maintaining a licensed company, and providing extensive training, we leave no stone unturned in delivering excellence.
While we understand your concerns about prepayment, it's crucial to recognize that your payment is not solely going into the hands of the cleaner who arrives to professionally clean your home. Instead, it is distributed throughout the company to cover essential expenses. Your payment contributes to insurance, bonding, employee taxes, sales taxes, processing fees, employee wages (both cleaners and office staff), as well as the purchase of cleaning products and supplies.
Moreover, it's important to note that your credit or debit card payment does not immediately finalize and process. It takes several days after your cleaning for the payment to complete on our end, ensuring that our focus remains on providing exceptional service rather than rushing to receive payment.
We are confident in the value we offer, and our reputation speaks for itself. By embracing our prepayment policy, you are not only supporting a professional business with strong foundations but also ensuring that you receive the highest level of service available. We hope you can overcome any initial apprehensions and place your trust in The Gleam Team Cleaning Co.
COVID-19 Precautions
DO YOU HAVE PLENTY OF PPE AND RECOMMENDED DISINFECTANT ON HAND TO ENSURE YOUR EMPLOYEES CAN WORK SAFELY TO PROTECT THEMSELVES AND YOUR CLIENTS?
Yes, our team has been given masks and hand sanitizer to for themselves at all times while on the job.
ARE YOU PROVIDING ADDITIONAL TRAINING THAT INCLUDES HOW TO PROPERLY PUT ON AND TAKE OFF PPE SO THEY DON’T RECONTAMINATE SURFACCES OR CONTAMINATE THEMSELVES WHEN PUTTING ON AND TAKING OFF?
Yes, we have been training and continuing discussions of this in our weekly meetings. We are making sure that masks are being worn correctly, shoe coverings when necessary, and gloves-always!
DO YOU USE EQUIPTMENT LIKE ELECTROSTATIC SPRAYEERS OR FOGGERS TO PROVIDE ADDITIONAL DISINFECTING BESIDES HAND WIPING?
Currently we do not- however, check back with us for frequent updates; we WILL have the equipment soon.
ARE YOU PROVIDING YOUR CLIENTS WITH ADDITIONAL TRAINING ON HOW TO PROPERLY DISINFECT?
We are prepared to send out letters/emails to customers with CDC recommendations and our committment to increased cleaning/disinfecting in (high-touch) zones.
ARE YOU DOING ANY HEALTH CHECKS OR PRE-SHIFT SURVEYS FOR YOUR EMPLOYEES? IF YES, EXPLAIN:
Yes, before every shift, each employee has to verbally state they have not had any illness symptoms along with having a temperature check (they then sign and date a document we keep on file for records).
WHAT IS YOUR PROTOCOL WHEN AN EMPLOY SHOWS SYMPTOMS OR HAVE BEEN DIAGNOSED WITH COVID-19?
They are on required leave until there is verification from a doctor’s office or home test that COVID nor any other illness is present.
WHAT IS YOUR PROTOCOL FOR ALLOWING AN EMPLOYEE BACK TO WORK IF THEY HAVE SHOWN SYMPTOMS OR HAVE BEEN DIAGNOSED?
First, they must be verified from a doctor’s office of diagnosis. then theey must self-quarantine for at least 2 weeks, and must havve a second doctor’s letter stating that they are symptom free.
WHAT ADDITIONAL TRAINING ARE YOU PROVIDING YOUR EMPLOYEES? (GBAC FUDAMENTALS, HAZARD COMMUNICATIONS, BLOODBORNE PATHOGENS, OTHER?)
Our employees will always be trained on Bloodborne Pathogens and Hazard Communications. Currently, we are not requiring certification on GBAC Fundamentals- however, this is at thee forefront of every discussion during weekly meetings.
HOW ARE YOU CHANGING YOUR CLEANING PROTOCOLS TO PROVIDE ADDITIONAL DISINFECTING SERVICES?
During these times, we have added a new (high-touch) disinfecting procedure where we use disinfectant cleaning agents on all door knobs, light switches, door frames, handrails, appliance control panels, etc. Our trained staff will continue to use CDC recommended products in their cleaning regime to help reduce the spread of communicable illnesses. If you see our staff wearing masks, do no be alarmed, this issimply a precaution taken on our part.
HOW ARE YOU DISINFECTING EQUIPTMENT BETWEEEN HOMES?
We are wearing shoe coverings, masks, and gloves into every home and discarding them upon exit of each home. we are also spraying and disinfecting larger equiptment such as vacuums and buckets. hand sanitizer is available in every cleaner’s service vehicle. It is more important than ever to be using a professionally trained cleaning service that will NOT cross-contaminate.
FOR CLIENTS THAT ARE HOME DURING THE CLEAN SESSION, HOW ARE YOU CLEANING AROUND THEM (ARE THEY REQUIRED TO LEAVE?)?
If there are symptoms of illness for any person in the homes we service, we ask them to call so that we can postpone or reschedule the session. We are calling almost every customer before everry cleaning to check. Our staff utilizes water-proof cleaning aprons that allow them to carry a variety of cleaning agents, tools, and microfiber towels without having to backtrack. Our cleaners are implicitly instructed to practice proper social distancing.