Teammates
Not Temps

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On the Job

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Sparkly Supplies
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Never use alcohol, Easy-Off, Lime-A-Way, abrasive chemicals, sponges, or any products that are not yet approved without consulting Sparkly.

Contact us at least 3 business days before you run out of any supplies.

Questions
+ Answers

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What to Do When…

The client asks for add-ons:
Tell the client you’d love to help and add that on then notify us immediately. All add-ons need to be approved from Sparkly HQ with the client.

The client leaves a note:
Take a picture of the note and send to us.

You break something:
Take a picture, send to us ASAP.

You have a question in the middle of a cleaning:
The worst question is the one not asked! Contact us.

You feel uncomfortable at a client’s house:
Notify us immediately.

The client complains about a product:
Explain that we stay away from very abrasive chemicals and notify us immediately.

Arrival windows:
Our current arrival windows are 8-10am, 11am-1pm, and 2:00-4:00pm. Our scheduling software does not allow for arrival windows, just a specific start / end time. As long as you are within that window, you are not late to the client. However, we do expect you to arrive at the earliest part of that window when possible to keep everything on schedule for the day. We only have this hour window in place for traffic, emergencies, jobs running over, etc. If you will be past the arrival window for any reason, we need you to contact us immediately through Slack so we can reach out to the client to update and work on a solution. We also expect you to communicate with your teammates that you are scheduled with to coordinate arrival times.

The client isn’t answering the door and/or lockbox/access instructions are not working:
If the client is supposed to be home to let you in, knock / ring bell and wait a few minutes. Then do it again. If they don’t answer after 5 minutes, please contact the office on Slack and we will provide the contact information or reach out directly to see if there are alternative access instructions. If the client isn’t home and the lockbox or access information isn’t working, please contact the office on Slack and we will provide the contact information or reach out directly about alternative instructions. We need to wait on standby for a bit while we work to get in touch / wait for a response, but even if we cannot get in you will be paid for your time.

You need to request off:
Fill out our TIME OFF request form. Sparkly needs a minimum 1 week notice prior to the requested date off.

You need to callout:
Contact us. We require documentation (such as a doctor’s note) for all callouts to avoid placing you on pause for jobs.

Sparkly defines a callout as an employee informing management that he or she cannot perform the assigned shift OR has a change in availability within a 1 week time period. After 3 callouts in 1 month, an employee is placed on probation and jobs are significantly limited.

You’re running late to a job:
Contact us at least 1 hour before your arrival window is supposed to start. We always want to get ahead of it.

You need supplies:
After training, employees are given a full cleaning kit. When refills are needed, fill out our product request form with a minimum 3 business days lead. At this time Sparkly cannot fulfill same-day product needs. Employees are not permitted to use any supplies that are not purchased for them by Sparkly.

You cannot use your own cleaning supplies at this time. If you use supplies that are not Sparkly approved (purchased for you by Sparkly), you will be responsible for any cost of damages.

Vacuum Maintenance:
Once you have your own supplies it's very important you take care of your vacuum to make sure it's reliable and working properly. Every week you will need to rinse the filters with just water until they are clear of dust and the water runs clear. You must let them dry completely before putting them back in. You will also need to cut hair/debris from the roller brush on the bottom. Each vacuum is a little different so if you have questions, feel free to ask a Lead, teammate or send the office a message on Slack. If you have any issues with the vacuum - low suction, not working properly or seems extra loud while running - make sure the tube is clear and that your filters are not clogged. If they are and you don't have time to rinse them, you can take them outside and hit them together like chalkboard erasers to clear them out enough so the vacuum has suction. You do not want to do this in the house since it can be a little dusty.

Common Client Questions

Them: “Are you guys insured?”
You: Yes, up to $1M.

Them: “Is Sparkly a franchise?”
You: No, it’s locally-owned and independent.

Them: “How long has Sparkly been around?”
You: Since 2014.

Them: “Can I always have you?”
You: Possibly, please let our Sparkly HQ know. We cannot guarantee it, but Sparkly has a flexible work environment, so we will do our best.

Them: “What is your contact information?”
You: You never should feel pressured into giving out your information to a client.

Them: “How long will you be cleaning?”
You: The answer is, ”Until the job is complete! :) Some cleanings take longer or shorter depending on the home’s condition.” If the client needs a specific time, let us know. Do not communicate to the client you have a cut-off time.

Them: “Will you be holding onto my keys?
You: Sparkly does not hold onto any client keys due to liability.

FAQs: First Day Details

Is there a uniform?
Not at this time. Please wear clothing you’re comfortable in, don’t mind getting dirty, and isn’t revealing or offensive.

How do I contact Sparkly before my first day?
Please use the “plus / +” sign in Slack to get in touch with your trainer. Their name will be in the Zenmaid job details.

What do I do on my first day?
All details for your job will be in Zenmaid. Your trainer will be identified in the job details. You do not need to bring anything with you. You are expected to arrive several minutes prior to the job start time. Do not tell clients it is your first day. During the cleaning, please message on Slack. At the end of the day, get in touch with us to discuss next steps.

Can I enter the home without my cleaning partner?
We always walk into homes together unless otherwise noted. Approval from Sparkly is needed prior to entering homes without your cleaning partner(s).

FAQs: Getting Paid

How often do I get paid?
Sparkly pays every 2 weeks via direct deposit.

How do I change my direct deposit information?
Simply email us with the new accounting and routing number.

Do all jobs pay the same?
Sparkly pays per job based on data from our scheduling app. With this info and years of experience, each job is paid based on a specific amount which is listed in the job details and can vary by location.

Do I get paid for gas mileage?
After several weeks of reliability (no call-outs), punctuality, great feedback and a great attitude, Sparkly offers gas card reimbursement.

Why don’t I get all the money a client pays Sparkly?
Being a company, there are many costs added every time we pay an employee. We also pay for employer taxes, workers compensations insurance, general liability insurance, supplies, advertising costs, software costs, etc. It’s the same as any other business – there are expenses, and labor costs is one of many.

FAQs: Non-Compete

Can I clean for a client on the nights or weekends?
At this time that would be a violation of the Non-compete / Non-solicit agreement all employees sign.

What if a client approaches me and says they won’t tell Sparkly?
That would be a violation of the Non-compete / Non-solicit agreement all employees sign. Also, please notify Sparkly immediately as Sparkly has “secret shoppers” to help gauge our staff.

What happens if I take a client from Sparkly and clean for them?
Per the Non-compete / Non-solicit agreement, you would be responsible for 12 months worth of profit margin per client (our attorney would contact you directly to file suit for this).