0 Call Setup
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Timestamp *
Verifier First Name *
Verifier Last Name *
Alliance Name *
Building Name *
Date of First Clean *
Current Building Count
Alliance Focused & Able to Speak
Reschedule Reason (if applicable)
1 Pre-Call Data Review
Confirm ALL items reviewed before the call. Do not proceed without completing this section.
Building PrepMust be done before dialling.
Building Issues Found
Alliance History Prep
Tickets (6 months)
Tickets (last 3 months)
Unresolved Billing Issues
How many inspections were available to review? *
If fewer than 3, explain why
Inspection Report Links
Issues to Address on Call
Compliance
2 Performance & History Review
Every issue from pre-call prep gets addressed here.
📜 Opening Script ▼
"Before we get into the new building, I want to go through your current performance. I've pulled your history for the last six months."
A. Service Tickets
📜 Script — Service Tickets ▼
"In the last six months, I'm seeing [number] service tickets. Let me walk through them."
"On [date], there was [issue]. Tell me what happened."
"What did you change after that?"
"Going forward, how do we make sure this doesn't repeat? What do you need from us?"
"The client gets these reports — they see every issue. This needs to be resolved. What's your plan?"
If clean:
"Your service history looks solid — no major issues. That's what we want to see."
| Date | Building | Issue | Explanation | Plan to Fix | Resolved? |
|---|---|---|---|---|---|
B. Billing
📜 Script — Billing ▼
"I pulled your partner tickets. I can see [describe]. Are those resolved? Anything outstanding before we add a building?"
"What do you need from us to make sure billing runs smoothly?"
Billing Notes
C. Inspection Report Audit
📜 Script — Inspections (Extended) ▼
"Let's go through your recent inspection reports. I've pulled your last submissions."
If fewer than 3 inspections and they should have more:
"I was only able to pull [number] inspection report(s) for you. Our requirement is a monthly inspection for every building. You've been with us for [months] — I should be seeing [number] reports. Tell me why these weren't submitted."
"Going forward, every month, without exception. A missed report is a $50 fine per building. But more importantly, it tells us and the client that you're not taking the building seriously. How are we going to fix this?"
Photos:
"On your [date] inspection, I'm counting [number] photos for [section]. Minimum is 5 per area. What happened? How do we fix this going forward? These go directly to the client."
Lazy answers:
"Periodic tasks — your answer is [e.g., 'Yes']. That tells us nothing. We need actual tasks: 'baseboards wiped, high dusting in offices, vents cleaned.' What did you actually do?"
"What could be improved — you wrote [e.g., 'Everywhere']. What's going well — [e.g., 'Good']. These need specifics. 'Washroom partitions need more attention' or 'Hallway edges have been consistent.' Can you commit to real answers?"
"What do you need from us to fill these out properly?"
Ratings:
"You rated everything Satisfactory 3. Is that genuine or default? What does a 3 mean versus a 4 or 5?"
Additional services:
"You wrote 'No' for additional services. Actually look — matted carpets? Dusty vents? Windows? Flag it. That helps the client and creates revenue for you."
Periodic timing:
"Your periodic cleaning — baseboards, high dusting, vents, all monthly tasks — those are expected the last weekend of each and every month. Not whenever you get around to it. The last weekend. Clear?"
Good vs bad example (show them):
"Let me show you what a good report looks like. Good: 15+ photos across all sections, specific ratings with reasoning, periodic tasks listed individually like 'baseboards wiped in all offices, air vents dusted in kitchen,' and flags anything needing extra attention. Bad: 5 photos total, Satisfactory 3 across the board, 'Yes' in periodic tasks, 'No' for additional services. We see the bad version too often."
Set expectation:
"Every report going forward: complete. Real answers, full photos, honest self-assessment, periodic tasks listed specifically, last weekend of each month. Are we clear?"
| Date | Building | Photos | Sections | Self-Assess | Periodic | Extras | Pass/Fail |
|---|---|---|---|---|---|---|---|
Inspection Discussion Notes & Commitments
D. SLA & E. Security
📜 Script — SLA & Security ▼
SLA:
"On [date] a message went [hours] without response. Policy is 4 hours MST. What happened? What's your plan now you're adding a building? What do you need from us?"
Security:
"On [date] there was [incident]. Walk me through what happened and what changed. How do we make sure this doesn't happen at the new building?"
SLA Status
SLA Notes
Security Status
Security Notes
2b Scenario Verification
Alliance must demonstrate policy knowledge in their own words.
A. Missed Clean
📜 Script ▼
"It's 9 PM, you're scheduled to clean tonight, something comes up. Walk me through exactly what you do."
Listen for: Hotline 1-800-377-5572, immediate call, backup coverage.
"Who specifically would you call?"
"What about getting the building covered if you can't be there?"
Response
B. Service Complaint
📜 Script ▼
"Client reports washrooms weren't done properly. How do you respond?"
"What if it happens a second time — different issue?"
"Once you have a complaint, we can't offer new buildings until resolved and consistent quality for months. Three in three months = removal within two weeks + three-month hold."
Response
C. 60-Day Notice
📜 Script ▼
"Three months from now you decide this building isn't for you. Tell me what that process looks like."
"60 days written notice to [email protected]. Full service maintained. Can you commit?"
Response
D. Crisis Response
📜 Script ▼
"11 PM. Water leaking, or a door won't lock. What do you do? Would you go back the same night?"
Response
E. Security & Locking
📜 Script ▼
"Walk me through your process for securing a building when you leave. How do you train your staff?"
"Expectation: check every door, pull after closing, alarm set with confirmation tone, call hotline if anything doesn't work."
Response
F. Confidentiality
📜 Script ▼
"You're inside businesses after hours. Documents, screens, equipment. What are your rules? How do you train staff?"
Response
G. Accountability
📜 Script ▼
"Tell me about a time you received negative feedback. How did you handle it?"
Response
H. Commitment & Backup
📜 Script ▼
"What commitment can you make today — quality, feedback, staying committed?"
"Do you have a backup cleaner? Who? Experience? If no — must be arranged before start date."
Commitment Response
Backup Status
Backup Name & Details
3 Building Deep Dive
Walkthrough, history, full checklist review, equipment, inspection expectations.
A. Walkthrough Verification
📜 Script ▼
"I reviewed the site walkthrough. Let me confirm: address, sq ft, rooms, days, time, alarm, start date, equipment. Does all of that match? Anything that doesn't line up?"
B. Building History
📜 Script ▼
"This building has been serviced before / is a new client. Here's what's come up: [issues]. How are you going to approach that?"
Issues Discussed & Alliance Plan
C. Cleaning Checklist
📜 Script — Full Checklist (Extended) ▼
"Let's go area by area. I want to know your approach and equipment."
Entrance
"Sweep/mop/vacuum + garbages every clean. First thing clients see. How do you approach it? Equipment?"
Hallways
"Carpet tiles — edges and corners or just down the middle?"
Offices
"Desks sanitized weekly. Phones, keyboards, monitors weekly. Personal items and paperwork — how do you handle?"
Kitchen
"Sweep/mop, garbages, counters, kick plates, sink, bins. Dirty dishes — what do you do? Separate cloths for kitchen vs bathroom?"
Restrooms
"Walk me through start to finish. Behind toilet? Under urinal? Partition edges? Floor corners? What products — sanitizing vs general?"
Detailed Tasks
Door handles, spot wash walls/glass, stairs, desks weekly, fixtures, phones/keyboards, walk-off mats, chairs, kitchen cabinets, baseboards, high dusting 10ft, building-specific items.
"Which are you most likely to skip when short on time?"
"High dusting — tools? Baseboards — how often, process?"
Periodic Timing
"Periodic cleaning — baseboards, high dusting, vents, all monthly tasks — expected the last weekend of each and every month. Not whenever. The last weekend. Clear?"
Special Cleaning
"Special cleaning shows [items]. In scope? Equipment?"
Checklist Notes
D. Equipment
Missing Equipment
E. Inspection Expectations
📜 Script — Expectations ▼
"Reports cover every area. Min 5 photos/section, 3 for janitorial. Real answers. Periodic tasks listed. Additional services flagged. Last weekend of each month."
"Good report: 15+ photos, specific ratings, tasks listed individually, flags issues. Bad report: 5 photos, Satisfactory 3 across the board, 'Yes' for tasks, 'No' for extras. We see the bad version too often."
"$50 fine per building for missed reports. No exceptions."
"Explain back to me what a complete report looks like for this building."
4 Contract Review
Sent during the call. Alliance explains each section back.
📜 Opening ▼
"Sending the contract now. Confirm you see 'Contractor Services Agreement.' For each section, explain it back to me."
Admin Fee $
First Month Waived
Preferred Contact Method
Best Times to Reach
Cleaning Days
Start Date
Hotline Confirmed
First Invoice Date
5 Contract Signing
⛔ Hard StopIf alliance does not agree to any term, approval automatically denied.
📜 Script ▼
"Let's get this signed. Scroll to page 1, sign and initial — it will take you through each page."
Remain on call until complete. Do not hang up early.
6 Closing & Setup Meeting
📜 Script — Closing ▼
"Everything is done on my end. You'll receive a welcome email with the building details, checklist, contacts, and next steps."
"What I'm going to do now is set up a meeting with our BCO Setup Rep to get you into the building. They'll coordinate your ambassador walkthrough, your first clean date, and make sure everything is ready for day one."
"Make sure your supplies, backup cleaner, and compliance documents are all ready before that meeting."
"Any final questions? Great — welcome to [Building Name]."
Setup Meeting Booked With (BCO Setup Rep Name)
Setup Meeting Date & Time
Closing Notes
7 Final Decision
Approval Status *
Recording Link
Decision Rationale
Additional Observations / Risks