What are your standards for housecleaning services and reviews thereof?
March 25, 2017 7:59 AM Subscribe
What are your standards for housecleaning services and reviews thereof? I'm second-guessing a TaskRabbit review.
I booked a TaskRabbit housecleaner for my 2BR/1BA, approx 1000 sf house. When she arrived she asked me what I wanted done and I said general housecleaning (showed her all the rooms) with a specific focus on making sure floors were clean. She was "done" in 2 hours, which seemed fast to me (usually it takes 3-4)and after she was gone, I noticed a lot of things that didn't seem done. I pointed out surface dust and grime to her in a few places before she left but even my 8-year old daughter wondered if a cleaner had even been here when she got home.
Perhaps I should have been more forthright when she suggested she was done but I didn't realize the extent of it at the time. She did vacuum and swiffer floors but it all seemed pretty cursory and hardly anything got a surface wipe (tables, range hood, shelves). Her footprints are all over the kitchen floor, nothing was straightened up; it just seemed mediocre to me. When asked to provide a review on the app, I gave her three stars, figuring that was middle of the road, but as it turns out, that translates into a "thumbs down" and she messaged me saying she thought she did a great job. Most of her reviews on the site are positive so maybe I just have higher expectations.
Did I expect too much and/or should I have given her a better review? I'm sure I could have given better feedback before she left - that's my fault.
I booked a TaskRabbit housecleaner for my 2BR/1BA, approx 1000 sf house. When she arrived she asked me what I wanted done and I said general housecleaning (showed her all the rooms) with a specific focus on making sure floors were clean. She was "done" in 2 hours, which seemed fast to me (usually it takes 3-4)and after she was gone, I noticed a lot of things that didn't seem done. I pointed out surface dust and grime to her in a few places before she left but even my 8-year old daughter wondered if a cleaner had even been here when she got home.
Perhaps I should have been more forthright when she suggested she was done but I didn't realize the extent of it at the time. She did vacuum and swiffer floors but it all seemed pretty cursory and hardly anything got a surface wipe (tables, range hood, shelves). Her footprints are all over the kitchen floor, nothing was straightened up; it just seemed mediocre to me. When asked to provide a review on the app, I gave her three stars, figuring that was middle of the road, but as it turns out, that translates into a "thumbs down" and she messaged me saying she thought she did a great job. Most of her reviews on the site are positive so maybe I just have higher expectations.
Did I expect too much and/or should I have given her a better review? I'm sure I could have given better feedback before she left - that's my fault.
Even if she misunderstood you, and thought you only wanted the floors done, leaving footprints behind on freshly washed floors is not exhibiting basic competence. Three stars seems fine.
She may think she did a great job, but the app is asking you what you think and you, justifiably, think she did a lousy job.
posted by jacquilynne at 8:21 AM on March 25, 2017 [8 favorites]
She may think she did a great job, but the app is asking you what you think and you, justifiably, think she did a lousy job.
posted by jacquilynne at 8:21 AM on March 25, 2017 [8 favorites]
I don't think it sounds like a very thorough cleaning, but I also don't think you set forth clear enough expectations to justify a thumbs-down review.
"General housecleaning" is very...general, and you could have given clear direction about counters as you did about the floors. Picking up, especially, needs specific instruction, as "don't touch my stuff unless I say you can" is the unspoken rule for cleaners.
Leaving a review is optional so in the future, if you don't think someone did poorly enough that her future business should be affected, maybe don't leave a review.
Former hotel housekeeper here.
posted by kapers at 8:24 AM on March 25, 2017 [2 favorites]
"General housecleaning" is very...general, and you could have given clear direction about counters as you did about the floors. Picking up, especially, needs specific instruction, as "don't touch my stuff unless I say you can" is the unspoken rule for cleaners.
Leaving a review is optional so in the future, if you don't think someone did poorly enough that her future business should be affected, maybe don't leave a review.
Former hotel housekeeper here.
posted by kapers at 8:24 AM on March 25, 2017 [2 favorites]
Fwiw, I have had very bad experiences with task rabbit cleaners versus hiring a specific cleaning service. My guess at why is that there is a low barrier to entry to listing this in one's skills on TaskRabbit. And while I (and sounds like you) would assume that cleaning would include vacuumming and mopping floors, dusting and wiping down any surfaces, washing windows, bathrooms etc.
But I've tried 3 TaskRabbits for this and they missed so many things!
I've also found that TaskRabbiters tend to work really slowly (to make more money) but maybe your person had an offer for something better paying and that's why they left.
I have had okay experiences with furniture assembly with TaskRabbit but not great. It isn't not the greatest system for anyone.
So in the future I'd suggest either setting up something regular with a cleaning service or try posting in your neighborhood Facebook or Nextdoor. On mine there seem to be a lot of women working independently (maybe without insurance?) cleaning during one off appointments. For them, reputation matters a lot, so they'll probably do a good job. And TaskRabbit isn't taking a huge cut.
posted by k8t at 8:41 AM on March 25, 2017 [3 favorites]
But I've tried 3 TaskRabbits for this and they missed so many things!
I've also found that TaskRabbiters tend to work really slowly (to make more money) but maybe your person had an offer for something better paying and that's why they left.
I have had okay experiences with furniture assembly with TaskRabbit but not great. It isn't not the greatest system for anyone.
So in the future I'd suggest either setting up something regular with a cleaning service or try posting in your neighborhood Facebook or Nextdoor. On mine there seem to be a lot of women working independently (maybe without insurance?) cleaning during one off appointments. For them, reputation matters a lot, so they'll probably do a good job. And TaskRabbit isn't taking a huge cut.
posted by k8t at 8:41 AM on March 25, 2017 [3 favorites]
Response by poster: Good point about the relative effectiveness of Taskrabbit for housecleaning. It was only 2 days ago that I decided to get a cleaner and wanted to try someone new other than the occasional cleaners I've used before.
Also, if I'd known that a thumbs down would be the result of three stars out of five, I'd probably just have skipped the review.
posted by otherwordlyglow at 10:08 AM on March 25, 2017
Also, if I'd known that a thumbs down would be the result of three stars out of five, I'd probably just have skipped the review.
posted by otherwordlyglow at 10:08 AM on March 25, 2017
If you feel back about it, you may be able to edit your review.
It sounds though like your standards aren't too high. She just didn't do a great job.
posted by Toddles at 10:18 AM on March 25, 2017
It sounds though like your standards aren't too high. She just didn't do a great job.
posted by Toddles at 10:18 AM on March 25, 2017
My brother hires a cleaner for his home, a person he did know already, but they work at an actual cleaning service. She does a pretty good job.
It varies depending on the company, and also it really depends on how much you're paying for the service. Most cleaners should have a list of what 'cleaning' actually entails and what they do. I don't know about Taskrabbit, but most cleaners list what details they do. And generally, the more you pay, the more attentive they are, the less you pay, the less details get done. I'm in Australia so I don't know how much it differs to North America, but most cleaners either quote by the room(s) you want done and their respective sizes, or you tell them what they want done and they tell you the rate. Details usually cost extra and always need to be specified. She makes close to $35 an hour in Australia for a 'thorough' job, but there are certain things she doesn't do -- changing sheets is not standard, emptying garbage/recyclables is not part of it, neither is laundry, or ironing. She will do these if requested, but they need to be specified. Also, picking up/item tidying (especially after the kids) and general re-organizing of stuff, is not standard and needs to be mentioned if you want it done. They often will not touch your stuff, period. Sometimes they will move it out of the way if they need to to clean something else. This is what they are told. What IS included, is generally, wiping down counters, vacuuming, mopping, making the beds, cleaning the stove, wiping the appliances down, and dusting the bedside table and rudimentary dusting of cabinets is part of it. In the bathroom, cleaning the sink, and toilet and changing the rolls. In the shower, cleaning the mirrors and glass. And then niggly details need to be requested, like dusting the very tops of high places, emptying toaster trays, cleaning inside of the oven, or cleaning nooks and crannies, like skirting boards.
I don't know any cleaner that actually washes windows without prompting. Generally that's what window washers are for, and they charge a different (and usually more expensive) rate. Some services do offer this but they need to be specified. We hired a window washer a few times and their rate was much more than cleaning.
That said, I think she dropped the ball and at the very least stuff should have been wiped down. Although if the service was very cheap, then I assume that's why things aren't very satisfactory. But all transactions of this type need to have expectations stated at the start of the transaction, and if these aren't met then another discussion/resolution at the end of the transaction before leaving feedback. I don't think you were wrong in leaving your rating; I thought it was honest, and its not your fault their rating system is bogus and everything under 5 stars is a fail. I notice this is a flaw with the reviews of task-renting services like this-- most people feel bad leaving a 'negative' rating and it artificially skews the ratings much higher than intended. Not excellent does not equal awful, or even bad. There is a such thing as middle of the road; but the ratings seldom reflect it.
But I do think you should have established your expectations better, either at the start or at the end of the service. She can't fix what she doesn't know she's done wrong. Make a list of what you specifically want, give it to them, check it off. Because you cannot ever expect a cleaner to mind-read what you want done, then give them an average rating because they didn't guess you wanted other things done. You said focus on floors, they did floors. Some people don't have an eye for cleaning like others, and I think its unreasonable to expect them to. My mom (and me by extension) are excellent at cleaning, and I was 'taught' to focus on and clean many small details. My brothers are terrible and miss details constantly. My mother sometimes goes above and beyond what is expected when she cleans for others, like tidying drawers and re-organizing things. I think about this discrepancy sometimes, and I think it's because we, as women, have been conditioned to be so due to society, and my brothers have been conditioned in the opposite way -- it reminds me of the emotional labor thread, 'it goes without saying x should be cleaned' or 'cleaning is something women are better at,' and I honestly think a lot of people have too-high expectations on some cleaners (especially towards female cleaners) and what constitutes a 'thorough' clean. So to avoid guessing/mind reading, it is always best to have a list, and then rate them on whether that list was accomplished and at what quality.
posted by Dimes at 10:21 AM on March 25, 2017 [2 favorites]
It varies depending on the company, and also it really depends on how much you're paying for the service. Most cleaners should have a list of what 'cleaning' actually entails and what they do. I don't know about Taskrabbit, but most cleaners list what details they do. And generally, the more you pay, the more attentive they are, the less you pay, the less details get done. I'm in Australia so I don't know how much it differs to North America, but most cleaners either quote by the room(s) you want done and their respective sizes, or you tell them what they want done and they tell you the rate. Details usually cost extra and always need to be specified. She makes close to $35 an hour in Australia for a 'thorough' job, but there are certain things she doesn't do -- changing sheets is not standard, emptying garbage/recyclables is not part of it, neither is laundry, or ironing. She will do these if requested, but they need to be specified. Also, picking up/item tidying (especially after the kids) and general re-organizing of stuff, is not standard and needs to be mentioned if you want it done. They often will not touch your stuff, period. Sometimes they will move it out of the way if they need to to clean something else. This is what they are told. What IS included, is generally, wiping down counters, vacuuming, mopping, making the beds, cleaning the stove, wiping the appliances down, and dusting the bedside table and rudimentary dusting of cabinets is part of it. In the bathroom, cleaning the sink, and toilet and changing the rolls. In the shower, cleaning the mirrors and glass. And then niggly details need to be requested, like dusting the very tops of high places, emptying toaster trays, cleaning inside of the oven, or cleaning nooks and crannies, like skirting boards.
I don't know any cleaner that actually washes windows without prompting. Generally that's what window washers are for, and they charge a different (and usually more expensive) rate. Some services do offer this but they need to be specified. We hired a window washer a few times and their rate was much more than cleaning.
That said, I think she dropped the ball and at the very least stuff should have been wiped down. Although if the service was very cheap, then I assume that's why things aren't very satisfactory. But all transactions of this type need to have expectations stated at the start of the transaction, and if these aren't met then another discussion/resolution at the end of the transaction before leaving feedback. I don't think you were wrong in leaving your rating; I thought it was honest, and its not your fault their rating system is bogus and everything under 5 stars is a fail. I notice this is a flaw with the reviews of task-renting services like this-- most people feel bad leaving a 'negative' rating and it artificially skews the ratings much higher than intended. Not excellent does not equal awful, or even bad. There is a such thing as middle of the road; but the ratings seldom reflect it.
But I do think you should have established your expectations better, either at the start or at the end of the service. She can't fix what she doesn't know she's done wrong. Make a list of what you specifically want, give it to them, check it off. Because you cannot ever expect a cleaner to mind-read what you want done, then give them an average rating because they didn't guess you wanted other things done. You said focus on floors, they did floors. Some people don't have an eye for cleaning like others, and I think its unreasonable to expect them to. My mom (and me by extension) are excellent at cleaning, and I was 'taught' to focus on and clean many small details. My brothers are terrible and miss details constantly. My mother sometimes goes above and beyond what is expected when she cleans for others, like tidying drawers and re-organizing things. I think about this discrepancy sometimes, and I think it's because we, as women, have been conditioned to be so due to society, and my brothers have been conditioned in the opposite way -- it reminds me of the emotional labor thread, 'it goes without saying x should be cleaned' or 'cleaning is something women are better at,' and I honestly think a lot of people have too-high expectations on some cleaners (especially towards female cleaners) and what constitutes a 'thorough' clean. So to avoid guessing/mind reading, it is always best to have a list, and then rate them on whether that list was accomplished and at what quality.
posted by Dimes at 10:21 AM on March 25, 2017 [2 favorites]
Not sure why you feel bad about giving a bad review for bad work. Focus on finding somebody else and be extra clear about your expectations the next time.
posted by koahiatamadl at 10:22 AM on March 25, 2017 [2 favorites]
posted by koahiatamadl at 10:22 AM on March 25, 2017 [2 favorites]
"Some people don't have an eye for cleaning like others, and I think its unreasonable to expect them to."
What? I feel like this comment is reasonable for, like, boyfriends, but not for professionals who are getting paid to...be cleaners. It sounds like you had a mediocre experience and gave a mediocre review, which is perfectly appropriate. If other people had an awesome experience, they will leave awesome reviews. Any person considering hiring them can see the full range of reviews, which I think is appropriate. I seriously don't understand the trend to leave fake positive reviews and/or refrain from posting negative reviews -- reviews would quickly become completely useless if everyone does this! I think most people using a reviews site know to take things with a grain of salt and they will weigh your review against the many others in making their decision.
posted by rainbowbrite at 3:31 PM on March 25, 2017 [2 favorites]
What? I feel like this comment is reasonable for, like, boyfriends, but not for professionals who are getting paid to...be cleaners. It sounds like you had a mediocre experience and gave a mediocre review, which is perfectly appropriate. If other people had an awesome experience, they will leave awesome reviews. Any person considering hiring them can see the full range of reviews, which I think is appropriate. I seriously don't understand the trend to leave fake positive reviews and/or refrain from posting negative reviews -- reviews would quickly become completely useless if everyone does this! I think most people using a reviews site know to take things with a grain of salt and they will weigh your review against the many others in making their decision.
posted by rainbowbrite at 3:31 PM on March 25, 2017 [2 favorites]
Sure, your (general your) standards of clean or what a "general" cleaning service entails is likely not universal, but I also think that not leaving footprints behind on a clean floor is such basic common sense that I'm kind of torn.
If your rating was given because she did not accomplish the task you described in the ad and when you did the walk through, I think that's fair. But if your rating was given because she didn't do all the things you expected but didn't define, I think that's a bit different.
posted by sm1tten at 5:10 PM on March 25, 2017
If your rating was given because she did not accomplish the task you described in the ad and when you did the walk through, I think that's fair. But if your rating was given because she didn't do all the things you expected but didn't define, I think that's a bit different.
posted by sm1tten at 5:10 PM on March 25, 2017
Clear mention of clean floors; she left footprints -- three sounds generous.
I think it's worth noting that she just contacted you to complain about the rating, and did not contact you to apologize and offer a refund, or contact you to apologize and ask for a chance to go over it again on her time.
(I left a middling-to-poor Yelp review for a physiotherapist whose listening skills were non-existent and who did nothing of value -- more the opposite. She called me a few times to complain that this one review would "ruin her business," whine whine whine. Not once in these tediously long voice mails did she mention anything about refunding any of the $ I'd spent, or otherwise trying to make things better. IIRC, her calls just got me to add the fact that I'd received the voice mails...)
Do take a moment to re-evaluate on occasions like this -- I sell on eBay and Etsy and anything below five would mean I had screwed up terribly; some people think 5s are reserved for, I don't know, hand delivery in elaborate packaging -- but nobody should ever be bullied into leaving better feedback because the vendor wanted it. She has ways to try to make you happier; she didn't bother. Cheerfully ignore.
posted by kmennie at 8:32 PM on March 25, 2017 [2 favorites]
I think it's worth noting that she just contacted you to complain about the rating, and did not contact you to apologize and offer a refund, or contact you to apologize and ask for a chance to go over it again on her time.
(I left a middling-to-poor Yelp review for a physiotherapist whose listening skills were non-existent and who did nothing of value -- more the opposite. She called me a few times to complain that this one review would "ruin her business," whine whine whine. Not once in these tediously long voice mails did she mention anything about refunding any of the $ I'd spent, or otherwise trying to make things better. IIRC, her calls just got me to add the fact that I'd received the voice mails...)
Do take a moment to re-evaluate on occasions like this -- I sell on eBay and Etsy and anything below five would mean I had screwed up terribly; some people think 5s are reserved for, I don't know, hand delivery in elaborate packaging -- but nobody should ever be bullied into leaving better feedback because the vendor wanted it. She has ways to try to make you happier; she didn't bother. Cheerfully ignore.
posted by kmennie at 8:32 PM on March 25, 2017 [2 favorites]
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