Most people ask about price and availability, book, and then discover the things that actually matter over the following three months. This list front-loads that discovery. Copy it into a note and work down it on the call.
Trust and liability
- Are you insured, and will you confirm it in writing?
- Good answer: yes, immediately, with an offer to provide a certificate. Bad answer: anything that starts with "well".
- Are you bonded?
- Good answer: a clear yes or a clear no. Bonding and insurance are different things and both are fair to ask about.
- Are cleaners background checked before their first visit?
- Good answer: yes, before, not after. The timing matters.
- Are cleaners employees or subcontractors?
- Either can be fine, but it affects who carries insurance and who trains them. You should get a straight answer.
- What happens if something is damaged?
- Good answer: a described process. Bad answer: an assurance that it never happens.
Scope and standards
- What is not included?
- The most useful question on this list. A company that can list its exclusions confidently has thought about its service.
- Is this a standard clean or a deep clean?
- Two quotes that differ wildly are often quoting two different services. The difference.
- Do you clean inside the oven and refrigerator?
- Almost never in a standard visit. It should be stated, not assumed.
- How do you handle hard-water buildup on shower glass?
- The most common recurring complaint in North Texas. A specific answer signals real local experience.
- Do you bring your own supplies and equipment?
- And can you use mine on particular surfaces if I leave them out? More here.
Consistency and logistics
- Will I get the same cleaners each visit?
- The strongest single predictor of consistent results. Ask how they manage it, not just whether they try.
- How do you get in when I am not home?
- There should be a documented process for keys, codes and lockboxes rather than an improvised arrangement.
- How long will the visit take, and how many people will come?
- A specific answer means they have understood the property. A vague one means they have not.
- What is your rescheduling and cancellation policy?
- Worth knowing before you need it, in both directions.
- If something is missed, what happens and how long do I have to say so?
- Look for a stated timeframe and a defined remedy. Ours is 24 hours and a return visit at no additional cleaning charge.
Two questions to ask yourself
- 1What am I actually buying back? Time, consistency, or the specific jobs I never get to. The answer determines whether you want a schedule or an occasional deep clean.
- 2What would make me cancel? Usually inconsistency rather than any single bad visit. Ask the questions above that predict inconsistency, and weight them accordingly.
For a business rather than a home
Commercial engagements need a different list — scope documents, access procedures, insurance certificates for the landlord, and escalation routes. How to choose a commercial cleaning company covers it.