Brand & Customer Experience Standards

Version 1.0, effective October 2026. Part of the Independent Contractor Agreement.

Every customer was promised the best window cleaning they've ever had, or it's free. These standards are how we keep that promise in every city. They are not about telling you how to clean glass; you're the professional. They're about what the customer sees, hears, and feels from the moment you pull up.

1. Honesty and ethics

• Do exactly what the customer paid for, at the tier they booked (Silver: glass; Gold: glass and tracks; Platinum: glass, tracks, screens, and interior mirrors). Never skip panes, rooms, or steps because they're hard to reach.
• Never upsell, quote side work, hand out your own cards, or take payment from an Inside Out customer. If a customer asks for more, tell them to call or text Inside Out and we'll book it; you'll get the job.
• Never misrepresent who you are, your insurance, or your experience. If you can't do something safely or well, say so before you start, not after.
• Report any damage, breakage, or accident to Inside Out the same day, even if the customer didn't notice. Honesty about a mistake keeps a customer; hiding one loses them and ends our relationship.
• No drugs or alcohol before or during a job. No smoking or vaping on the property.

2. Showing up

• Arrive within the booked window. If you're running late, text the customer and Inside Out before the window starts, not after.
• Clean vehicle, clean clothes, no offensive graphics or language on shirts. Closed-toe shoes. Shoe covers or shoes off inside the home.
• Introduce yourself by name and say you're with Inside Out Window Cleaning. Confirm the tier and walk the home with the customer before you start so there are no surprises.
• Ask before moving furniture, blinds, or belongings, and put everything back where it was.

3. Doing the work

• Protect floors, sills, and furniture. Drop cloths and towels inside, every time.
• Glass, frames, and sills left streak-free and dry. Tracks vacuumed and wiped on Gold and Platinum. Screens washed, dried, and reinstalled on Platinum. Mirrors spot-free on Platinum.
• Close and lock every window you opened. Reset blinds and shades the way you found them.
• Gutter add-on: clear debris, flush downspouts, bag and remove the mess, and tell the customer about any damage you see.
• Safety first: ladders set correctly, no roof walking without fall protection, no reaching from ladders over pools. If it can't be done safely, stop and call us.

4. Communication

• Be friendly, brief, and professional. No politics, religion, or personal problems with customers.
• If the customer isn't home, text when you arrive and when you finish, with a photo of the finished front of the house.
• If something is wrong (a cracked pane you didn't cause, a window that won't open, a gate you can't get through), photograph it and tell the customer and Inside Out before you touch it.
• Never discuss pricing, billing, refunds, or the guarantee with the customer. Say "Inside Out handles all the billing; they'll take care of you" and send them to us.

5. Finishing

• Walk the home with the customer at the end. Ask them to look at anything they want. Fix it on the spot if they see something.
• Take 3 to 6 after photos (exterior front, a couple of clean windows with light coming through, and anything you want on record). Send them to Inside Out with your completion text the same day. Do not post customer homes on social media.
• Leave the property cleaner than you found it: no water on the floors, no debris, no towels left behind.
• If a customer calls back within 7 days with a problem, you return within 3 business days and make it right, no charge. That's the guarantee, and it's what makes the referrals.

6. Privacy and property

• Customer names, addresses, gate codes, and alarm codes are confidential. Don't share them, write them where others can see them, or keep them after the job.
• No photos of the inside of the home beyond what's needed for the job record. Never photograph people, documents, valuables, or children.
• If you're given a key or code, it's returned or forgotten the same day.

7. What ends the relationship

Any of these ends the Agreement immediately: soliciting or taking payment from an Inside Out customer, working without current insurance, impairment on a job, dishonesty about work or damage, a safety violation that puts someone at risk, or disrespect toward a customer. Everything else, we talk about first.

Questions: vendors@insideoutvendor.com