One of the biggest mistakes I make constantly and see other owners make is being vague early on and hoping things “work themselves out.”
They don’t.
Clarity is kindness. Ambiguity is chaos.
If you want a business that runs smoothly, scales, and doesn’t constantly stress you out, you have to set clear expectations from day one and then refuse to waver.
Not harsh or rude. But clear.
Expectations for Your Team
When we hire contractors, we require at least one year of professional cleaning experience. Not “I clean my own house.” Not “I helped my aunt once.” Professional experience.
Why?
Because training contractors isn’t really an option, and beginners cost you time, refunds, and reputation.
For W-2 employees, our standards are even tighter:
Valid driver’s license
Active auto insurance
Pass a drug screening (strict no-drug policy)
These aren’t negotiable. They aren’t case-by-case. They’re the rules.
Every time we’ve bent them, it’s come back to bite us.
The “Second Clean Rule”
Here’s one that will save you a lot of headaches:
If a contractor does a poor job on the first clean and doesn’t noticeably improve on the second, stop using them.
People don’t magically get better.
Your standards just slowly slip to accommodate them.
You start saying things like:
“Well, it wasn’t that bad…”
“The client didn’t complain…”
“We really need coverage…”
Next thing you know, your brand reputation is quietly eroding.
Great cleaners stand out immediately. Average cleaners stay average. Poor cleaners don’t suddenly become elite performers because you hoped hard enough.
Standards Only Work If You Don’t Waver
Setting standards is easy.
Enforcing them consistently is what builds a real company.
If one person gets an exception, everyone expects one.
If one bad performance is tolerated, more will follow.
If you lower the bar once, you’ll be asked to lower it again.
Your business becomes harder to run, not easier.
Clear standards create freedom. Loose standards create constant decision fatigue.
Expectations for Customers Matter Too
Most owners only think about employee expectations.
Customer expectations are just as important.
We are extremely clear about things like:
Feedback for re-cleans must be submitted within 24 hours
We don’t perform certain tasks (for example: heavy lifting, hazardous cleanup, etc.)
We specialize in specific types of cleaning and decline work outside that scope
This isn’t about being difficult. It’s about being predictable.
Customers actually prefer this. They know exactly what they’re getting.
The alternative is unlimited requests, unclear boundaries, and resentment on both sides.
Exceptions Are Expensive
Almost every major operational headache we’ve had started with one sentence:
“Just this once…”
Just this once we’ll accept someone without experience.
Just this once we’ll skip the policy.
Just this once we’ll do that extra task.
Just this once we’ll waive the rule.
And somehow “just this once” turns into a permanent expectation.
Exceptions don’t solve problems. They create new ones.
Organized Businesses Are Predictable Businesses
If you look at companies that run like clockwork, they all have one thing in common:
Clear expectations. Clearly communicated. Consistently enforced.
Employees know what success looks like.
Customers know what to expect.
Owners aren’t making judgment calls all day long.
You can’t build a scalable business on vibes and goodwill.
You build it on standards.
The Bottom Line
Being clear early may feel uncomfortable.
It might cost you a few hires.
It might cost you a few customers.
It might feel “too strict.”
But the right people will respect it, and the wrong people will self-select out and that’s exactly what you want.
P.S. - want an insiders’ view of exactly what is happening in my business? How much revenue, how much profit, our close rates, etc?
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Until next time!
Logan
