Safety and Communication Guide for Contractors

Safety and communication are our priorities. Below are some important tips to help you stay safe while carrying out your pickups and deliveries, and to maintain a good communication with customers:

Communication is Key

Everytime that you get a new booking, especially if it’s been requested by a new customer, it’s important to message them in order to present yourself and confirm their laundry needs.

For example, if you’ve just received a “Washing & Ironing” booking, confirm if they want all items to be ironed or only a few of them. It ensures that you’ll do the service accordingly, saving your time, and it also avoids problems with their invoicing/payment in the future.

Finally, communication is key to avoid no shows. It's a good reminder for customers and a way to clarify all of the details of your service.

Need help to write your SMS? You can use our template below (just copy and paste it to your phone, customising the details depending on the situation):

Hi, I’m [Your Name], and I’ll be taking care of your Laundry Lady service. Could you please let me know if you have any special instructions or preferences for your booking? I want to ensure everything meets your expectations. Thank you!

Remember: Communication with customers is essential to grow the business and get more recurring bookings. If something’s not clear for you, don’t be afraid to ask. Be transparent, friendly and polite. It means a lot for current and new customers.

1. Prepare for Pickup

When you are ready to leave for your pickups, navigate to your Bookings cards on the home page, click the down arrow so you can start a booking. After this, the pop up will now have an option to send an on the way SMS notification.

You will drive to the customer's house / place of business and pick up their laundry.

If the customer is not home when you pick up, be sure to send them a text to confirm you have picked up if it is their first time using the service.

2. Check for Pets

Always verify if there’s a dog or other pets at the customer’s location before entering the premises. If you're unsure, knock or call first to ensure the area is safe. A simple question like, "Are there any pets I should be aware of?" can prevent any surprises.

 3. Announce Your Arrival

Always announce yourself before entering a customer’s home or business. It’s important to maintain a respectful and professional distance. Even if the customer has mentioned that she/he won't be at home, someone else may be.

Your name badge is mandatory. It helps customers identify you and adds a layer of professionalism. Ensure it is visible at all times during pickups and deliveries. Branded clothing is also extremely helpful to help customers recognise you. We’ve got a few options available in our Supplies Shop.

4. Report Offensive Behaviour

If a customer offends or harasses you, report the incident immediately through to our support team. We take such matters seriously and will take appropriate action.

5. Prioritise Your Personal Safety 

If you feel unsafe for any reason, such as encountering threatening individuals or being in a high-risk area, please leave the area immediately and contact our Head Office team via the Contractor Support Form. Your well-being comes first.

6. Stay Vigilant

Be aware of your surroundings at all times. If something feels off or dangerous, remove yourself from the situation.

Remember, we’re here to support you. If ever in doubt, reach out to our Head Office team via the Contractor Support Form.