1.

Hi Angie,

Good day! Thank you for reaching out about booking your first appointment. 3
hours is a good time to book if you are looking to have a standard cleaning of your
house done. However, for your first booking, I would recommend a deep cleaning.
Deep cleaning requires more time & attention to detail than standard cleaning. It
involves removing as much dirt as possible from all surfaces in your house or in
your chosen areas. It is also normally done less frequently than standard cleaning.
Small mid-sized homes will usually require 6 or more hours to complete an initial
deep clean. Larger homes may take more than 6 hours for deep cleaning.

Please let me know which works better for you so we can help you schedule your
home's cleaning at the soonest possible time.

Thank you.

Best,

2. Hi John,

Good morning! Thank you for reaching out to let us know that the hours the client
booked seem to be insufficient for the cleaning needs of the home. I would just
like to know if you have discussed your concerns with your client? You may update
the hours of your appointment and the client will see the additional costs involved
but it is best to mention this to them so that they will know to expect the
additional hours.

Please let us know if you need our help reaching out to them and we will be glad to
do it for you. Let us know if you need anything else. We thank you for partnering
with us in providing 5 star cleaning services to our clients!

Best,

3. Hi Matt,

Good evening! I am sorry to hear that your cleaner was not able to finish cleaning
your home in the amount of time you booked. In cases like this, we ask that you
start by reaching out to your cleaner because they are often able to:
1. Come back and do a fixup or touchup; or
2. Offer a refund

If your cleaner is unable to rectify the issue at hand, please Leave a Review
and/or Request a Full/Partial Refund.

Finally, if for any reason you’re still having trouble reaching an agreement with
your cleaner, you have the option to involve Cozy Maid 72 hours after you initially
contacted your Cleaner.

When to involve Cozy Maid:

1. You’ve not received a response from your Cleaning Professional within 72 hours
2. You’re unable to reach an agreement
3. You’d like Cozy Maid to make a final decision based on Cozy Maid policies
4. You don’t feel comfortable continuing the conversation with your Cleaning
Professional

Please keep in mind that when you choose to involve Cozy Maid, you agree to accept
the decision that we reach, and understand that all decisions are final.
Let us know what you opt for so we can assist you further. Meanwhile, please reach
out if you need anything else.

Best,

4. Hi Alice,

Good morning. We are sorry to let you know that the cleaner that you booked will
not be able to make your 9:00 AM appointment today because of an emergency. They
will, however, be able to reschedule for the same time tomorrow, May 10th. Please
let us know if you are available during this time so we can advise the cleaner and
the booking can proceed as normal.

Thank you for your flexibility and we appreciate your patience.

Best,

5. Hi Agatha,

Good day! We have received feedback from your client, John, that there were some
spots missed during your last cleaning of his home resulting to his 3-star review
of his experience with you. Since we pride ourselves in providing 5-star cleaning
services to our clients, are you able to make the client's experience better by
providing a quick touch up for free? This will be a great way to get a do-over
with the client and ensure that we receive repeat business from them on a go
forward. Please let us know which will be a convenient time for you so we can
inform the client and we can schedule to touch up at a good time for both of you.

Thank you and have a great day!

Best,

1. Create an exception to the cancellation policy that requires documentation as

proof- Pros (guests feel heard and their concerns feel validated); Cons
(Documentation can be falsified)
2. Extend the claim period to 28 days- Pros (Guests will have more time to file a
claim); Cons (Potential loss of revenue- because longer filing period will result
to more claims)
3. Create a special queue to override the cancellation policy depending on
extenuating circumstances- Pros (Cases can be evaluated individually instead of an
umbrella policy); Cons (Time consuming and will require a specialized team)

The best solution I can propose is solution 1 as it makes the guests feel heard,
while still requiring documentation that can be validated (which will reduce the
risk of falsification), while also not being time consuming and can be done by
regular members of the team.

The current policy Pros (Pro-host, as they still get a payout even if the guest is
not at fault for their cancellation); Cons (Makes the guests feel invalidated, and
makes them feel penalized for something outside their control);

My proposed solution 1 Pros (Creates a more personalized experience for guests and
gives them the impression that they are heard; Will provide a catch basin for edge
cases- thus the need for documentation, so that they can be evaluated depending on
extenuating circumstances); Cons (Hosts might think they are being cheated out of
their payouts).

David was not happy, does not want to train Happy

Frecy was not able to do the 15 minutes before Happy's day

Happy is eager to learn it

Something she is doing well
Not sure if he can use her for the purpose he wanted him to be

English level must be 1 or 2 levels higher