"Clean. Maintain. Enhance."
SOP-RES-001: Residential Carpet Cleaning
Standard Operating Procedure — In-Home Service (Houses, Townhouses & Apartments)
IICRC S100 Compliant
•
WorkSafeBC 2026
•
COR Certified
•
CRI Standards
This SOP defines the standard job flow for delivering consistent, safe, and brand-compliant carpet cleaning in residential settings. It covers the full service lifecycle from pre-job preparation through close-out and documentation.
Cleaning technique, chemistry, and equipment mechanics are covered in the Carpet Cleaning Technical Manuals (FRP Library) — this document covers how to run the job, not how to run the machine.
Applies to all in-home residential carpet cleaning including:
Crew Leader Review Skedulo: job scope, service type, customer contact info, internal notes, equipment needs
Crew Leader Confirm homeowner will be present (or confirm access arrangement)
Crew Leader Open Skedulo, press "Start Travel" (auto-texts customer: "We are on our way")
Crew Member Load vehicle per equipment list; verify chemical stock
Crew Leader Park on the street or driveway — never block the customer's vehicle, neighbour's driveway, or fire hydrants
Crew Leader Call customer on arrival if no one answers the door
Crew Leader Greet warmly, introduce team by name, put on shoe covers before entering
Crew Leader Ask about: water access, parking duration limits, any areas of special concern
Crew Leader Ask homeowner to secure all pets in a separate room or outside
Crew Leader Walk every room with the homeowner. Identify and document challenge areas (traffic lanes, pet stains, permanent dye changes, furniture impressions)
Crew Leader Take "before" photos — wide shots of each room + close-ups of concerns
Crew Leader Set expectations on permanent stains before cleaning begins: "This area has a permanent dye change and may not fully come out"
Crew Leader Confirm cleaning method per work order AND observed conditions:
Crew Leader Communicate the work plan to homeowner: rooms to be cleaned, method, work flow direction (furthest room to front door), estimated time, drying time
Crew Member Place wet floor signs at entry points
Crew Member Lay corner guards on walls and doorframes where hoses will run
Crew Member Place drop cloths / hose protectors on hardwood, tile, or laminate floors in hose path
Crew Member Protect baseboards, doorframes, and furniture legs in work areas
Crew Member Route hoses; connect to water source (laundry tap or outdoor spigot)
Crew Leader Verify equipment is operational before first pass
Crew Leader Truckmount: position vehicle exhaust away from home, windows, and walkways; dispose waste water per BC regulations (FRP-015)
Execute cleaning per confirmed method and work order. Work from the furthest room toward the front door.
Crew Leader + Crew Member Perform cleaning per the confirmed method
Crew Leader Handle customer questions professionally throughout service
Crew Leader Price questions or scope changes → contact Office for authorization. Never quote independently.
Crew Leader Inspect all cleaned rooms before calling the homeowner for walkthrough
Crew Leader Walk homeowner through results, room by room. Point out improvements; honestly note any stains that did not fully resolve
Crew Leader Communicate drying time: "Carpet will be dry in 4–8 hours. We recommend leaving windows cracked and fans on if possible."
Crew Member Place foam blocks under all furniture legs on cleaned carpet
Crew Member Set up air movers in high-traffic rooms
Crew Leader Offer maintenance recommendations: vacuum frequency, spot cleaning tips, next service timeline
Crew Leader Upload to Skedulo: before/after photos, completion notes, detailed job report + recommendations
Crew Leader Mark job "Complete" in Skedulo
Crew Member Remove all signage, hoses, equipment, drop cloths, corner guards from home
Crew Member Leave the home cleaner than you found it — wipe boot prints, pick up any debris
| Role | Key Responsibilities |
|---|---|
| Crew Leader | Pre-job review, Skedulo management, customer communication, pre-inspection, method confirmation, expectation setting, post-inspection walkthrough, close-out reporting |
| Crew Member | Vehicle loading, equipment setup/teardown, protection placement, cleaning execution, foam block placement, air mover setup, site cleanup |
| Dispatch / Office | Job scheduling in Skedulo, customer confirmation, billing and invoicing, follow-up satisfaction surveys, scope change authorization |
Scheduling & Communication
Equipment (names only — operating procedures in FRP Library)
Chemicals (names & purpose only — dilution ratios and pH in FRP Library)
PPE
| When | Who | What | How |
|---|---|---|---|
| Day before job | Office → Customer | Appointment confirmation; reminder to secure pets, clear small items from floors | Text / email |
| Day of (departure) | CL → Customer | "We are on our way" notification | Skedulo auto-text |
| On arrival | CL → Customer | Greeting, team introduction, scope confirmation | In person |
| Pre-inspection | CL → Customer | Room walkthrough, challenge areas, permanent stain expectations, method + work plan | In person |
| During service | CL → Customer | Progress updates, any scope changes or issues encountered | In person |
| Post-inspection | CL → Customer | Results walkthrough, drying time, maintenance recommendations | In person |
| Close-out | CL → Skedulo | Photos, notes, detailed completion report + recommendations | Skedulo app |
| Within 24h | Office → Customer | Satisfaction follow-up | Text / email |
After every residential job, complete in order:
Within ±15 min window
Before + after every job
Verified before first pass
Homeowner walkthrough before departure
Photos + notes uploaded same day
Within 30 days of service
Post-job survey average
Zero per quarter target
Professional Carpet Cleaning Certification
Contact: 604-435-1135 | info@servusgroup.com
160-21900 Westminster Hwy, Richmond BC V6V 2K3 | servusgrouplowermainland.com
