1. Collect Core Client & Service Information
Why this is important
You need a clear understanding of the client’s household, property, or service objectives to avoid missing tasks or misunderstandings later.
Checklist:
- Client name + contact
- Address
- Type of service (cleaning, gardening, tutoring, pet care, etc.)
- Frequency (one-off, weekly, fortnightly)
- Preferred day/time
- Duration required
Red flags:
- Client vague on what they want cleaned/done
- “Just come over and I’ll show you” (inefficient, unclear)
2. Clarify Goals & Priorities
Why this is important
Personal service jobs often have hidden expectations — understanding priorities early prevents disappointment.
Checklist:
- Priority areas (e.g., kitchen, bathrooms, yard edges, tutoring topics)
- Problem areas (stains, clutter, weeds, behaviour improvement)
- Order of importance
- What a “good job” looks like to the client
- Completion expectations (deep clean vs tidy, light prune vs full hedge cut)
Examples:
- Cleaning: “Kitchen, bathrooms, and floors are the priority.”
- Gardening: “Focus on edges and weeds — mowing is optional today.”
- Tutoring: “We need help with Year 8 Maths, especially algebra.”
- Pet care: “30-minute walk and feeding only.”
Red flags:
- Client expects more work than time allows
- Client wants multiple competing priorities in one session
3. Collect Access & Property Information
Why this is important
Most delays occur due to unclear access or property hazards.
Checklist:
- Who will be home
- Key/door code/access instructions
- Parking availability
- Pets (friendly, anxious, secure?)
- Security gates
- Areas to avoid
- Safety risks (wet floors, equipment, uneven surfaces)
Red flags:
- Aggressive pets
- No parking available nearby
- Cluttered or unsafe work areas
4. Confirm Scope of Work / What’s Included
Why this is important
Scope creep is extremely common in personal services — clients often expect entire-home transformations during a short session.
Checklist:
- Exact tasks included
- Time allocated to each major area
- What is NOT included (e.g., oven clean, window washing, deep-scrub, carpentry)
- For tutoring: curriculum, topics and outcomes
- For gardening: tools required, disposal options
- For pet care: tasks included (walk, feed, playtime)
Examples:
- Cleaning: “General tidy + surfaces + floors — no deep oven or grout cleaning.”
- Gardening: “Mow + edges + weed spray — no tree lopping.”
- Tutoring: “1 hour of Maths tutoring — no assignment preparation unless agreed.”
Red flags:
- “Can you also just…” lists
- Expecting a deep clean for a standard clean
- Expecting handyman tasks from cleaners/gardeners
5. Identify Risks, Limitations & Safety Requirements
Why this is important
Reduces liability and ensures safe working conditions.
Checklist:
- Hazardous chemicals/cleaning products
- Sharp gardening tools
- Pets who may escape
- Slip/trip hazards
- Ladders or heights
- Weather risks (gardening)
- Children in the home
Red flags:
- Client asks you to use unsafe tools
- High-risk tasks disguised as simple ones
- Working alone in unfamiliar environments without safety plan
6. Explain Pricing Structure Clearly
Why this is important
Pricing misunderstandings in personal services lead to complaints and poor reviews.
Checklist:
- Hourly rate or fixed rate
- Minimum duration
- Additional services cost
- Travel fee (if applicable)
- Cancellation fee
- Supplies included vs BYO
Examples:
- “Two-hour minimum for cleaning.”
- “Green waste removal +$20.”
Red flags:
- Client expects extra tasks within the same price
- Client wants last-minute booking at base rate
7. Explain Scheduling & Booking Rules
Why this is important
Consistency and efficiency depend on disciplined timing.
Checklist:
- Regular booking times
- Arrival window
- Reschedule rules
- Late arrival expectations
- Weather cancellations (gardening)
- Duration limits (you finish at the booked time)
Red flags:
- Client often changes times
- Client wants you to stay longer for free
8. Explain Communication Expectations
Why this is important
Prevents constant messaging and emotional labour.
Checklist:
- Preferred channel (SMS, email)
- Response times
- How to send task updates or new requests
- When to notify of cancellations
Red flags:
- Frequent late-night messages
- Emotional reliance (tutoring/NDIS support-like expectations for tutoring roles)
9. Explain Payment Process (Sole + WorldPay)
Why this is important
Ensures your work is paid on time, every time.
Checklist:
- Invoice sent after each session or weekly
- Payment due immediately
- Payment via WorldPay:
- Apple Pay
- Google Pay
- Card
- Direct Debit
- Prepayment for recurring services (optional)
- No work continues if past due
Red flags:
- “I’ll pay next time.”
- “Do the job first, I’ll fix the invoice later.”
10. Confirm Next Steps & Send Welcome Message
Why this is important
Leaves the client feeling confident and establishes a framework for all future interactions.
Checklist:
- First session booked
- Access confirmed
- Task list confirmed
- Duration confirmed
- Payment expectations set
- Any prep instructions sent (tidy surfaces, secure pets, etc.)
📩 WELCOME MESSAGE (Copy & Paste)
“Hi <name>, welcome — I’m looking forward to helping with your <service>.
Here’s everything confirmed for your booking:
• Service focus: <summary>.
• Areas/tasks: <list>.
• Duration: <X hours>.
• Access instructions: <details>.
• Pricing: <details>.
• Payment: via the WorldPay link in your Sole invoice (Apple Pay, Google Pay, card or Direct Debit).
If anything changes before the booking — especially access or pets — just let me know.
See you soon, <Your name>.”
🤖 PROMPT A — “What Am I Missing in My Onboarding?” (Personal & General Services)
“Act as a personal services onboarding specialist (cleaning, gardening, tutoring, pet care).
Here’s what I’ve collected:
Client details: <details>
Service type: <type>
Priority tasks: <list>
Access: <details>
Scope: <included/not included>
Risks: <list>
Pricing: <details>
Scheduling rules: <details>
Communication rules: <details>
Payment terms: <details>
Tell me anything else I should clarify, gather or explain before the first booking.”
🤖 PROMPT B — “Write My Onboarding Welcome Message” (Personal & General Services)
“Write a friendly, professional onboarding message for a new <cleaning/gardening/tutoring/pet care> client using:Name: <name>
Service type: <type>
Areas/tasks: <list>
Duration: <X hours>
Access: <details>
Pricing: <details>
Payment: WorldPay via Sole
Tone: warm, clear and confident.”
Frequently Asked Questions
How do I handle a client who says, “Just come over and I’ll show you”?
This is a classic onboarding “Red Flag.” While it sounds helpful, it usually leads to a scattered first session and “Scope Creep.” Politely explain that you want to maximize their value: “To make sure I bring the right tools and focus on your priorities from minute one, I’d love to get a quick list of your top three areas first.” This sets the professional tone that your time is planned and valuable.
What are the 2026 safety requirements for working in private homes?
Safety is a two-way street. Under current WHS (Work Health and Safety) guidelines, you are responsible for assessing risks before you start. Your onboarding should specifically ask about:
- Chemicals: If using client-supplied products, are they safe and labeled?
- Equipment: Are ladders or electrical tools in good repair?
- Hazards: Are there aggressive pets or slippery surfaces? Documenting these in your Sole Client Notes shows you are a diligent professional and protects you if an incident occurs.
Can I charge a “First-Time Service” premium?
Absolutely. Many personal service providers in 2026 charge a higher rate or a “Deep Clean/Catch-up Fee” for the first session. This accounts for the extra time needed to learn the property and tackle built-up grime or overgrown edges. Clearly stating this during onboarding prevents “invoice shock” later.
How do I claim my “Working from Home” admin time on tax?
Onboarding clients, scheduling, and invoicing are all business activities. For the 2025–26 financial year, you can claim 70 cents per hour for every hour you spend in your home office doing this admin. Keep a simple log in Sole of your “Admin Power Hours” to make this claim easy at tax time.
Why is the “WorldPay via Sole” payment method safer than cash?
In 2026, carrying cash is a security risk, and “I’ll pay you next time” is a cash-flow killer. By onboarding clients onto the Sole + WorldPay system, you offer them the convenience of Apple Pay and Google Pay. It creates a digital paper trail for your BAS and ensures that if a client stops paying, you have a record of the debt and can pause services immediately.
What is the best way to define “What is NOT included”?
Be explicit to avoid “emotional labor” or extra unpaid tasks. If you are a gardener, state: “Mowing and weeding included; green waste removal and tree lopping excluded.” If you are a tutor: “Curriculum support included; writing the student’s essay for them is strictly excluded.” Listing these in your Sole Welcome Message creates a “contract of expectations.”
How do I use the “Onboarding Specialist” AI prompt effectively?
Before your first visit, paste your notes into Prompt A. The AI acts as a “Business Coach.” It might spot gaps like: “You haven’t confirmed if there’s a gate code for the back garden” or “Have you clarified who provides the cleaning chemicals?” This 30-second check ensures you don’t arrive at a job only to find you’re missing a key piece of information.