Customer Journey

BnB Client Onboarding Checklist

Onboarding of client

Intro phonecall
Client name, address, phone number added to Zenmaid
Linen / Laundry service required?
Set date for physical property onboarding

Send Welcome email (Includes onboarding steps, and equipment / products list, contract)
Contract signed
Physical Onboarding of Property (3D scan)
Put manual together & share with client for approval
Set up automatic payments
Set up first drop of products (set up recurring refills)
Add client to project management software, set up recurring sessions, and assign a cleaner
Meet with client as phonecall? Or create a form? (Meeting seems less admin for client, maybe we let client choose).

Physical Onboarding of Property

Keys/Access
Note any special instructions on how to find the clients property / how to get access
Eg. Lockbox & lockbox pin, or gate codes
Get a spare set of keys (do we need to cut a new set?)
Attach airpod keyring with airpod
Make sure airpod is tracking correctly and update information with clients name

Linen
Note preferred laundry service: linen hire / Own linen
Note how many beds and which sizes
Note how many sets for each bed
Note how many bath & hand towels? Note bathmat requirements (min 1 per bathroom per stay)
Note Kitchen linen (Min 2 x Kitchen towels required per stay)

Restocking / Inventory
Note the restocking requirements for each and where is backstock stored
Toiletries & loo paper
Cleaning Products
Kitchen consumables
Any other single use consumables (eg firewood)

Repeat Services ?Water plants?


General
Note: How many hours of cleaning they requested vs what is required to do a good job
Which rooms do they want cleaned:
Number of living spaces?
Number of bedrooms?
Number of bathroom?
Office?
Gym?
Other spaces??Preferences for tidying things away
Note items that require special care
Note any other special instructions for the home
Identify which cleaning equipment client has & what is needed / missing
Identify ways to wow

3D scan of the home & photos

Take scans of each room that will be cleaned?Label each room with a logical room name (correspond to clients names for rooms)

Note how client likes soft furnishings styled - eg how pillows on bed should be arranged and where decorative pillows and throw in living space should be (Take photos for manual)
How client prefers beds to be styled (Take photos for manual)

Take a photo of the washing machine and the settings on the washing machine
Take a note of the model name and number of the washing machine

Take a photo of the tumble drier and the settings on the machine
Take a note of the model name and number of the machine

Take a photo of the dishwasher and the settings on the machine
Take a note of the model name and number of the machine

Test the wifi in each room, test all corners of the room
Note any areas that receive no or bad signal
Note where we may plug our devices in for charging



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