We’re so happy you chose Two Bettys to be your regular cleaning service. You have questions? We have answers!
Go ahead, breathe a sigh of relief. You’ve found the real deal. Note that our service area includes Minneapolis, most of St. Paul, St. Louis Park, Golden Valley, and Edina. Please call to determine if you are within our coverage area.
We set all of our clients up with ongoing service on a schedule – weekly, every 2 weeks or every 4 weeks, depending on the size of your house, its inhabitants (we love kids and pets just like you, but they do tend to require a bit more attention!), and your individualized needs.
We’re happy to be there as often as you need us. We also know that there are times when you may require a little more or less attention (heading to Italy for five months? hosting 25 for Thanksgiving? getting ready for the in-laws?), and are happy to accommodate.
Meet Your Cleaner
Before we begin working for you, your cleaner will arrange a quick introductory meeting with you. It’s crucial to us that you feel comfortable having us in your home. Meeting up with your cleaner helps both parties make that all-important human connection and helps build a trusting relationship.
ONLINE ACCOUNT ACCESS AND ELECTRONIC PAYMENT OPTIONS
You asked, we answered! Online payment options are here.
HOW DO I PAY MY BILL ONLINE?
Easy – sign up for Bill & Pay (our online payment portal), then view current invoices, past invoices, and take care of any outstanding balance. Look for a personalized link to the portal in your next billing-related email from us.
HOW DOES BILL & PAY WORK?
After your home is sparkling clean, you will receive an invoice notification via email. Simply click the link in the email, sign up for an account if you haven’t already, and pay the amount due either with a credit card or with a direct debit from your bank account.
UGH, DO I HAVE TO LOG IN EVERY TIME I HAVE AN INVOICE?
Nope! You can sign up for Auto-Pay. Choose whether you want to pay us once a month, twice a month, or once a week, and Bill & Pay takes care of the payments for you. Easy-peasy.
IS THERE A FEE?
There is a small processing fee associated with credit card transactions. There is no fee associated with ACH (bank account) transactions.
I DON’T WANT SCAMMERS STEALING MY INFO!
We don’t want that either! Which is why we chose this particular payment portal – totally safe, secure, and reliable. We love that you trust us in your most intimate space – your home – and we thank you for trusting us with your financial information too.
BUT I’M ALREADY PAYING YOU THROUGH MY BANK’S BILL PAY!
Bill & Pay is different from the service offered through your bank, often called BillPay. (We know – confusing!) If you have authorized your bank to make regular payments to us, that means they are sending us a paper check in the mail. We are only accepting electronic payments at this time – not only is this the greenest option, it also helps eliminate confusion and lag time in payments being applied. No more unpleasant surprises for any of us!
I’M NOT GETTING MY INVOICES.
Hm. Have you added firstname.lastname@example.org to your contacts list? Have you checked your Spam or Junk Mail folder? If you think we have the wrong contact information for you, please let us know!
SHOULD I TIP MY CLEANER?
A core value of Two Bettys is putting our cleaners first, which includes paying them a living wage. A gratuity for every service is not necessary or expected, but is always welcome! We have clients who give their cleaner a tip, gift, or special treat at the end of the year or after an exceptionally amazing clean. Please do not include a monetary tip with your payment to Two Bettys.
COOL! WHAT IF I HAVE MORE QUESTIONS?
Before Two Bettys can bring their lean, mean, green cleaning to your home, they need to get through the front door! While most clients are not home when their cleaner arrives, you are responsible for making sure your she or he can get in. If your cleaner arrives and is not able to get into your home, you will still be responsible for the cost of the clean. Luckily, that is easy to avoid! Here’s how:
Lock Boxes & Key Codes
Two Bettys kindly requests that instead of giving your Betty a key, you use a lock box (much like the type realtors use). You can put this out the day of service and take it down after service is completed. If possible, we recommend putting your lock box in the back of your house rather than the front.
If you have an alarm system, please make sure your Betty knows exactly what to do if the alarm accidentally goes off. If you live in a loft, you should still be able to arrange a lock box in the front entry for the fob and key. If not, please check with your building manager for the next best option.
If there is no other option but to give your Betty a key, please understand that in the case of a lost key our policy is the industry standard:
- Two Bettys will provide $50 to replace the key and for your trouble.
- Two Bettys is not held liable to re-key your home or pay for this to be done.
If we do have your key, we will never put identifying information on the key chain and will keep it locked and safe between cleanings. Please remember that this is our least preferred method of entry.
Facilitating a Great Clean
The time has finally come! Your cleaner is coming tomorrow, and as a highly considerate customer you are wondering what you should do to prepare for his or her visit. Although we cater our service to your individual needs, we do have some basic guidelines that we ask that you consider:
- Pick up any items whose home may not be obvious. Our cleaners are good, but not good enough to read your mind. (A favorite cleaned shaving mug may find its way to the kitchen cabinet rather than the bathroom counter.)
- The more you clean your personal papers, belongings, etc. from surfaces, the more time your cleaner will have to clean.
- If part of what you want us to do is tidy and pick up, make sure to discuss this with your cleaner so he or she has enough time to both pick up and clean. We want to know where your priorities are so the majority of our time is spent meeting those needs.
- Please do not leave dirty dishes about. As a general policy we do not clean dishes. Don’t sweat that morning’s cereal bowl or coffee mug from breakfast in the sink, but please remember—as a rule, no dishes.
- It is great for us to know what your priorities are. If you have any little pet peeves or special requests, we would love to know them right away so we know we’re doing the job you want us to do!
- If you would like extra tasks done above and beyond the standard clean, please contact your cleaner at least one week in advance and schedule extra time so they can adjust their schedule accordingly.
After that? Just sit back, relax, and prepare for a beautifully cleaned home!
What About When I’m Out of Town? Or…?
If you have questions, we have answers. As seasoned professionals, we’ve encountered and accommodated many special needs and challenging requests. We truly see you as a partner in our business and welcome calls or emails anytime.
WHAT IF I NEED TO CANCEL? RESCHEDULE?
If a scheduled clean is canceled with less than 24 hours’ notice or if a cleaner is locked out of your home or business at the time of their clean, a cancellation fee of $80 plus the applicable tax COULD be assessed.
We understand that sometimes unexpected things happen and, at times, canceling may be necessary. Please reach out to client services during these times.
If there needs to be an adjustment to the cleaning schedule,
rescheduling your clean to another day or time makes it a win-win situation for both you and your cleaner. To reschedule, just connect with your cleaner to work out an alternative time.
That way your cleaning schedule can continue uninterrupted and your cleaner can still work their scheduled hours.
We share the priority of a reliable schedule, as it impacts both you and the cleaners, which is why we have also clarified with our cleaners the importance of providing consistency as well. If your cleaner is unable to clean, they can schedule a cover clean during your regularly scheduled time or work with you to schedule to clean at an alternative time.
Keeping a consistent schedule helps cleaners maintain consistent hours and consistent earnings. This consistency helps us to keep the most professional and committed cleaners on staff.
If there are any questions regarding this update, please contact Client Services.