Investor · CA: Lake Tahoe Berkeley, San Diego; Boise ID; Las Vegas NV · Member since 2019 · 88 posts · 74 votes
I have been changing some processes at my STR and it has come out more and more that my cleaner is not the best fit for me. She has been open about things she won't do (change duvets every clean, spot clean carpets when needed), which I think provides a great opening for me to gracefully switch to someone else. She has a process and several clients and doesn't really deviate from her process, which I totally respect. Now that I have sourced a replacement, I'm wondering how much notice I should give my current cleaner. On one hand I like the idea of giving a couple weeks so she can plan and take my future jobs off her schedule. On the other hand there is always the chance that she doesn't show to the last job or two, or doesn't return the linen she carries away. I am not local, but I'm planning to be at my STR in 3 weeks to check in on the place, reset some things, and walk through with the new cleaner who will do her first clean when I depart.
A strategy that semi-worked for me was I told her that we had bedbugs and we needed her to drop off ALL sets of our sheets and towels, backups and everything, for treatment, and then told her that we weren't a good fit after she dropped our stuff off. We still didn't get every single sheet and towel back but we got more than we probably would have if I had been straight up with her. This particular person did not have a good personality type to be direct with, so I had to kinda tiptoe, which is why I did it that way. I still have a very lovely voicemail from her saved on my phone that I occasionally play for people. 3 years later @Luke Carl and I still quote that message to each other. Good luck!
@Melissa Bovee I appreciate the fact that you're trying to be thoughtful of your cleaner and her future schedule. However, you are running a business here and that is how you should approach the situation. God forbid she didn't show up, didn't properly clean, or did anything else that could hurt your bottom line. I would see when your new cleaner can for sure start and then schedule a time to speak with your current cleaner and let her know you are making a change.
@Melissa Bovee As a fellow Tahoe investor, I can understand your dilemma regarding swapping your service providers as it often feels like you are on a tightrope with what you might get once you 'break the news'. Most of the time though I have found that the smaller outfits have enough business to not bat an eye of losing one client here and there and it's just part of doing business. Since they might have linens and things to return I would just do a clean break on a certain check out to make sure they know to bring everything back they might have. If you want to protect yourself a bit, you could always be proactively and reach out to your last few guests after they check in to make sure everything looks great and if not, have your new cleaners at the ready to come out and finish up if needed.
You call and say, "It's not you... it's me. Go. Just go. Don't make this any tougher than it already is."
She'll be so freaked out she'll never bother you again.
But seriously, I would have her clean right before you arrive. That way you have everything and you can use the excuse of not needing a cleaning while you're there - that way she can return everything (linens, etc.) and while you're there you can show the new cleaner what needs done.
A strategy that semi-worked for me was I told her that we had bedbugs and we needed her to drop off ALL sets of our sheets and towels, backups and everything, for treatment, and then told her that we weren't a good fit after she dropped our stuff off. We still didn't get every single sheet and towel back but we got more than we probably would have if I had been straight up with her. This particular person did not have a good personality type to be direct with, so I had to kinda tiptoe, which is why I did it that way. I still have a very lovely voicemail from her saved on my phone that I occasionally play for people. 3 years later @Luke Carl and I still quote that message to each other. Good luck!
Ahh, the constant struggle to get things done the way you need them!
I would say (and have said) something like.. "Hi KAREN - I know we've talked about XXXX in the past and how that's important to me. That's not a service you provide and I respect your decision. I've got someone else lined up to clean starting YYY, so let's make your last clean for me tomorrow. Just leave the extra supplies and linens in the owner's closet and I'll pick them up.
You've been great to work with and I'm open to working together in the future, too. Let's stay in touch!"
I've had cleaners that started out amazing but over time would stop responding and do sub-par work. They'd blame their helpers, their health, whatever. I know it's possible they can do a good job, so I don't want to burn a bridge if I can help it. After all, who knows if your new cleaners will be better. This at least leaves you open to be able to go back if you need to.
I'd expect that last clean to be crummy, so you may want your new cleaners to come inspect before the guest arrives. And chalk up any linens and supplies as lost and be happy if she gives them back. And I definitely would give 0 to 1 clean notice. Let them do a last clean if you want, but even better if you just say "I've got it handled going forward, drop off my linens at XXXX".
I think that you just have to tell her that since she doesn't provide certain services that your guests need and value to make you competitive, that you are no longer a good fit for each other.
I had a cleaning company that went way down hill. Started billing me for things they were not doing etc.. These cleaners provided all of the towels and linens. Once I was able to obtain hands down proof that they were not doing what they said were doing, I sourced another cleaner, purchased all the towels and linens, and then after a clean, I pulled all the towels and linens and packed them in large trash bags and drove over to their facility. I walked in said this is not working out, I am not paying those bills where you charged me for stuff you didn't do but insisted your guy did what he said. (I had video proof and physical evidence) and said here is your stuff we are done and walked out. Pretty simple really ;)
Honesty, just explain to her that you need her to do extra things outside her process. You respect that she doesn't deviate, so you have hired a different cleaner. Most people get no notice when they are fired. Contact her directly after a cleaning and tell her that is the last cleaning. Tell her you will be in town and want to pick up the linens from her. Odds are good she will return them, but if she chooses not to, move one. Make sure you change your keys or codes.
Be aware there is no way for this to end with her liking you. That is how it works when you fire people, but that is just part of business.
It gets easier... simply tell her you have to let her go. Don't draw things out. No need to be callus and no need to explain why. Thank her for all the work she has done and part ways. Its business.
Hold a company meeting, then say "Everyone who works here please step forward"..... "Not so fast Judy!"
OUTSTANDING Mike!!!
Seriously, we let our first one go, a small startup husband and wife that just took on too many STR's at once and didn't do it the way we wanted it done. I called them and said "We've decided to go back to cleaning both ourselves for the turnovers, cash flow is king at the present time. Thanks for all your help, we'll settle up in full after your last cleaning for us, this Sunday"
@Melissa Bovee Just two weeks ago we had to do this. We had a situation where her team completely ignored the 2nd floor of the house, we found a towel hanging from one of the windows, and recently had received two complaints because of cleanliness (which is a huge issue now during Covid). I spoke with her to let her know of all the issues we’ve been encountering for a while now of which we’ve been very clear with her and that for the moment we will not be needing her services.
To avoid this issue in the future we’ve created a checklist of everything we expect from the new cleaning team, and after each job they have to certify it has been done. After that, our “inspection team” goes and certifies the same list. Since then, it has only been 5 stars and flawless reviews.
Best of luck, and don’t wait, it’s your business and you only deserve the best.
I've had to let my current cleaners go twice but the grass was not greener and he's still with me. Each time I was frank and told him why. The breakups did make him revisit his cleaning standards and it's much better now.
At least he was willing to take feedback and adjust.
We have had to get new cleaners each year. Our rural location makes it hard to find someone to clean. This year we have a local person and she is OK. She can't remember anything. I mean that literally. I show her where the bath rugs go. Pretty simple. Foam antimicrobial in front of the shower, the standard rug in front of the sink.
To this day I am not sure it has ever been done right. Now she tell me the house it is too much for her and she pawned it off on her sister and her husband. The house has always been clean, but just the little things. I have been driving over and cleaning it as we have not had any back to back and I have an extra day so I have been doing it myself.
Need to find a new cleaner for next season....bummer....
I know this is an older thread, but I wanted to chime in.
Assuming we're all talking about contracted cleaning companies (no employer-employee relationship, in which chase employment law may come into play), I think a distinction needs to be made between terminating a contractual relationship as a course of business and firing a contractor for cause.
Terminating a contractual relationship when there's no malice--just a desire to change contractors to someone who will fit your needs better--is rarely an emotionally charged event. Business is business, and both parties usually do understand the process. When I went through this process last year, I contacted the owner of the cleaning company at the beginning of the month and said we would be terminating the agreement with them at the end of the month. No hard feelings were exchanged. It was a professional relationship and I had no sense that there would be any sort of retaliation in the form of poor workmanship, stolen goods, etc. It was simply a business decision, and indeed, we may use them again in the future.
Firing a contractor (due to poor performance, unreliability, etc.) can be handled similarly if it's a professional relationship, but it can also be a bit more of an emotional situation--and that's a case where the situation may call for an immediate termination of the contract and revoking access to the property, especially where there's a risk of intentional bad work or theft or anything.
It depends on the situation you're in and your relationship with your contractors (and also what the terms of your contract, if you've signed one, stipulate), but unlike most other posters in this thread, I don't think there's necessarily any problem with giving a few weeks or a month's notice to end a contract if the relationship is professional and businesslike.