Easy to misunderstand this company

<p>I got a cleaner via SS twice now to help with my messy bachelor flat. The first time was nearly a big disappointment, but in the end I'm quite happy with how it worked out. How? Let me explain...</p> <p> </p> <p>One thing that stands out about reviews for this company is that their performance is inconsistent, especially regarding the quality of the cleaning. But here's the thing: THIS IS NOT A CLEANING COMPANY. They don't technically employ the SweepStars (this was explained to me by their customer service). In fact, the SweepStars should be thought of more as independent contractors, and SweepSouth as an information infrastructure provider who helps you get in touch with them (because their website, database of cleaners, and payment system are the main things they provide, as I see it). It is a little unfortunate that the SS website doesn't mention this, and in fact subtly leads one to believe that they are an online cleaning service where you can click and have a cleaning dispensed, cut dried and to exact factory-like quality standards.</p> <p> </p> <p>That's the reason underlying all the bad reviews: wrong expectations, and their marketing that skew it a little by what doesn't get said.</p> <p> </p> <p>In fact, I think their business model is overall better than what that would have been, and is in true South African entrepreneurial spirit: just fill a niche, ie. helping people find cleaners ad-hoc. But there's no quality control besides your own and review feedback, which is a bit of a problem.</p> <p> </p> <p>After reading reviews the first time I was reluctant, but I didn't have many options. I noticed some other people who left negative reviews did things like not being at/near home for the duration of their first clean, which I consider an huge obvious mistake when it comes to getting a cleaner. A cleaner needs a basic introduction to your home, what you want them to focus on, how you want your vacuum cleaner used, which power extension they may unplug and use around the house, and also to be heared out if they have to take a lunch break upon arriving because of how the day's events worked out. A few people also got surprised with repeat bookings, and I have to say it is VERY annoying that their website defaults to selecting a repeat booking the first time you book, but it's nothing you can't fix by using your eyes and clicking on the once-off option.</p> <p> </p> <p>The first time I booked a cleaning a week in advance. Then the night before I got an SMS stating that my cleaner can no longer make it, but I shouldn't worry since they have a replacement ready. This was a little weird, but OK. The next day I received a slightly incoherent SMS from someone who I figured out is my allocated cleaner for the day, saying she can no longer make it. Reading between the lines, it basically boiled down to her suddenly realizing how far my flat is from where she travels (about 30km) and that the travel cost would make it not worth it. I messaged back and forth a bit, and strongly get the idea that the replacing cleaner was not properly given all the information and the notes I entered when I booked online, and also that she didn't bother to find out until right before she talked with a taxi driver. OK, fine.</p> <p> </p> <p>So I was annoyed at SweepSouth. Then I decided to call them. Right away, I was greeted by friendly customer service. The man apologized and said he'll try to arrange for another cleaner in the area to fill in. Impatient after a while (~20 minutes), I phoned again apparently just before he was about to get back to me. He said that he has a cleaner nearby who will be ready after an hour or so, and that he can vouch for her as she's cleaned for him personally. Great, I accepted the offer since, as a wizened skeptical young adult, I intentionally kept my schedule for the day empty.</p> <p> </p> <p>After a while, the cleaner sent me a message via Whatsapp when she got to the security gate, and came in. She was easy to communicate with, and went to work after I showed her the rooms and after she took a short break (since she didn't have lunch yet that day, having come directly from another apartment complex). She cleaned my apartment thoroughly and with minimal instruction, working for a bit longer than was strictly required.</p> <p> </p> <p>I booked her again via the website recently, and things went really smoothly this time. Another thorough clean at a decent price, without intruding much on my weekend time, and without the admin overhead of formally hiring a domestic.</p> <p> </p> <p>So my point is: SweepSouth is a great "domestic cleaner re/placement" service, but not itself a cleaning company. It's still about finding the right person for the job, they just make it easier and facilitate payment. If you got poor service it's because you were unlucky enough to end up with a shoddy cleaner, one for whom you should leave a poor review.</p> <p> </p> <p>I believe the reports of people who were treated rudely by their customer service, but I've had a good experience in that regard. I can also see how the company is working hard to distance itself from that reputation, and to get people to give them another try using vouchers.</p>