Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for house cleaning companies that have earned the prestigious Diamond Certified award. For The Maids of Concord, the key to achieving and maintaining high levels of customer satisfaction is simple: take the time to establish trust with each client and make their needs its number one priority. “We know trustworthiness is important to homeowners when it comes to hiring a cleaning company, so that’s something we really focus on,” says owner David Alsup. “We’re coming right into our customers’ homes, and sometimes we’re working in areas that even their closest friends don’t see, so it’s imperative that we provide high-quality, reliable services.”

The Maids of Concord has been providing house cleaning services for clients throughout Contra Costa County and the surrounding areas since 2005. The company uses environmentally-friendly products to clean everything from kitchen appliances and windows to carpets and floors, and it offers seasonal cleaning and move-in/move-out cleaning for its customers’ convenience. “We offer a 100 percent guarantee on our work,” adds Mr. Alsup.

Unlike house cleaning companies that hire inexperienced cleaners and provide them with minimal training in an effort to reduce their operating costs, The Maids of Concord makes employee education and training a top priority. “We have a very thorough training program,” affirms Mr. Alsup. “It starts with a preliminary two-week training period that includes both video and on-the-job instruction. Every new hire works with a training field manager to ensure they fully understand our methods and expectations.”

Another attribute that sets The Maids of Concord apart from its competition is the extra measures it takes to ensure quality. “One thing we have that most companies don’t is a staff member whose sole focus is quality assurance,” says Mr. Alsup. “Whether she’s doing training with our team members or addressing a complaint from a client, she’s a great asset when it comes to ensuring customer satisfaction.”

When looking for a house cleaning company, remember that reputability is worth paying for. Many homeowners shop for house cleaning companies the same way they shop for anything else: by looking for the best price. However, when it comes to house cleaning, a low price may come at a higher cost than you might think. “Due to the potential risks involved, it’s crucial to be particular when hiring a cleaning company,” says David Alsup, owner of The Maids of Concord. “Some companies aren’t in compliance with certain laws or standards, which is why they’re able to charge a lot less. You should be wary any time you find a company whose prices seem too good to be true.”

When it comes to making sure a cleaning company is on the level, Mr. Alsup says verifying insurance is a must. “Some cleaning companies try to cut costs by neglecting to carry the proper insurance, which puts their clients at risk. If a cleaner gets hurt while in your home, you could be held liable for their medical expenses and lost wages.” To avoid such a situation, ask a cleaning company representative to provide contact information for its insurance agent, from whom you can request a current insurance certificate.

Another thing you should ask about before hiring a cleaning company is how they vet their employees. “Some cleaning companies neglect to conduct proper background checks when hiring new people,” says Mr. Alsup. “However, due to the nature of the job, this step is absolutely critical. Not only do cleaners enter your home on a regular basis, in many cases, they’re cleaning while you’re at work. That’s why it’s essential to choose a company that only hires trustworthy individuals with verified backgrounds.”

Q: Do you use a particular system when you’re cleaning houses?

A: Yes, our 22-step Healthy Touch Deep Cleaning System ensures every room in your home gets a thorough cleaning, every time.

Q: Can you give me an estimate over the phone?

A: Yes, we do most of our estimates over the phone. People are often surprised that we can give an estimate without seeing their homes, but fundamentally speaking, houses aren’t very different from each other—they all have floors, bathrooms, kitchens and windows. If the features of a particular home make for a greater amount of work, we’ll adjust our pricing accordingly.

Q: Can I make a special request to clean a particular item or area in my home?

A: Absolutely. If you have a certain item or area that you’d like us to focus on, we’ll be happy to accommodate and can adjust your rate accordingly.

Q: Do your cleaners speak English?

A: Each of our teams consists of three or four cleaners, and we always make sure at least one of them speaks fluent English. That way, we can ensure clear communication between our cleaners and our clients.

Q: Do I have to be home when you’re cleaning?

A: No, we’re happy to schedule your cleaning appointment for when you’re out of the house. Our employees are bonded and covered by liability and workers’ compensation insurance for our customers’ protection.

Q: Do you clean windows?

A: Our service includes cleaning an entry window (if there is one), one set of patio doors (inside and out) and the inside window over the kitchen sink. We can do any additional inside windows or patio windows at a customer’s request.