Gloves are mandatory whenever handling any chemical — SH, degreaser, or surfactant. No exceptions.

Eye protection required at all times during chemical application and pressure washing. Flying debris and SH mist cause permanent eye damage.

Non-slip boots required on every job. Wet surfaces and chemical residue cause slips.

Never point a pressure washer at another person, animal, or vehicle window. Even 40° tips at close range cause injury.

In case of chemical skin contact: flush with running water for 15+ minutes. Do not rub — it spreads the burn. Report to supervisor.

Never work alone on a roof, elevated surface, or ladder. Two-person rule applies at all heights.

Call 911 first for any injury, then call the owner immediately. Do not wait to see if it gets better.

Greet every customer by name if possible. Introduce yourself: "Hi, I'm [name] with SurfaceWorks — here to take care of your [service] today."

Uniforms on at every job. No personal clothing. Shirt tucked, hat on, presentable. You are the brand.

Never accept cash from a customer under any circumstance. All payments go through the app. If a customer offers cash, say: "We're cashless — everything's handled through our system."

Do not make verbal price commitments for work not on the job order. Use the upsell feature in the app — the office handles pricing.

If a customer complains: listen, acknowledge, never argue. Say "I'll make sure my manager hears about this today." Log it in job notes immediately.

Before leaving, do a final walkthrough with the customer if they're home. Point out what was done. Ask if they're happy. This closes the loop and prevents disputes.

No phone use while on a job site except for the SurfaceWorks app and Maps. Customers notice — and it reflects on the company.

Park legally and safely. Never block driveways, fire hydrants, or neighbor access. Trailer should not obstruct traffic.

Take your Before photos before touching anything. Walk the entire property first. Document pre-existing damage (cracks, stains, broken fixtures).

Log any pre-existing damage in job notes with a photo. This protects you and the company from false damage claims.

Knock or notify the customer before starting. If no one home, proceed — but never enter enclosed spaces without explicit written permission.

Identify water source. Confirm the customer's outdoor spigot is accessible. Never use a neighbor's water without permission.

Wet down all landscaping, plants, and grass before applying any chemical. Repeat after rinse. SH kills plants — this step is not optional.

Mix chemicals per the cheatsheet for the surface type. When in doubt, go weaker — you can always apply a second pass.

Apply bottom-to-top to prevent streaking from runoff over dirty surfaces. Rinse top-to-bottom.

Watch dwell time. Do not let solution dry on the surface — it leaves deposits and can damage paint. Re-apply if drying before rinse.

Close all windows and doors before applying. Check for open garage doors, pet doors, and vents.

Rinse thoroughly from top down with clean water. No chemical smell should remain. Repeat rinse if in doubt.

Flush the downstream system with clean water before moving to next job or packing up.

Select the correct nozzle for the surface. Use the cheatsheet. When in doubt, use a wider angle — you can't un-etch concrete.

Pre-treat with appropriate chemical and allow dwell before pressure washing. Do not skip — it reduces water use and gets better results.

Use the surface cleaner on all flat concrete. No exceptions — hand wanding causes zebra stripes that customers notice and complain about.

Maintain consistent wand distance (6–12 inches for concrete). Closer = more aggressive. Never dwell in one spot.

Direct water runoff away from storm drains when chemical pre-treat is involved. Use squeegee or redirect water to landscaped area if possible.

Post-treat with SH rinse (0.5%) after pressure washing to kill remaining spores and extend clean time for the customer.

Confirm number of cans matches the membership plan before starting. Extra cans = upsell opportunity, not a freebie.

Pre-rinse interior to loosen debris. Spray from top and let drain at curb — never into storm drain.

Apply SH/degreaser mix to interior walls. Let dwell 2 minutes. Scrub with long-handle brush if needed.

High-pressure rinse inside-out until water runs clear. Rinse exterior.

Apply deodorizer spray to interior. Let air dry — turn can upside-down at curb to drain.

Return can to original position, same orientation, lid closed. Leave no standing water.

Before photos must be taken before any work begins. If you forget and start washing, you've lost your liability protection.

Shoot from the same angle for before and after. The comparison is the deliverable — make it obvious.

Document pre-existing damage separately — cracks, stains, broken items. These photos protect you if a customer files a claim.

After photos should show the full surface in good light. Wet concrete looks great — use it. Let sun hit it for a hero shot.

Never edit or filter photos. Submit originals only. Altered photos void any dispute protection.

Stop work immediately if equipment fails, leaks, or makes unusual sounds. Do not push through — small issues become expensive ones.

Call the owner before deciding how to proceed. Do not make judgment calls alone on mechanical issues or customer property damage.

If you damage customer property: photograph it immediately, do not attempt a repair, and call the owner right away. Trying to hide it makes it worse.

All equipment damage must be reported in writing the same day via the app — not verbally, not "later." Same day.

Accidents involving vehicles or trailers on public roads: call 911 first, then the owner. Do not move vehicles until instructed.

Walk the entire property before packing up. Check for missed spots, chemical residue, equipment left behind.

Close all gates, fences, and doors you opened. Confirm pets are secured before you leave.

Coil hoses, pack up all equipment, and do a trailer sweep. Nothing gets left at a job site.

Take your after photos before leaving. Once you drive away, the opportunity is gone.

Mark the job complete in the app before driving to the next stop. GPS and timestamps auto-log — they need to match.

Text or call the customer if they weren't home: "Hi, this is [name] from SurfaceWorks — your [service] is done! Photos are attached. Let us know if you need anything."

Punctuality: Be at your first job address — not leaving your house — at your scheduled start time. Notify the owner if you'll be more than 10 minutes late.

No-call no-show results in immediate termination review. Two documented late arrivals in 30 days = written warning.

Under the influence policy: Zero tolerance. Any suspicion of alcohol or drug impairment on the job results in immediate removal from the schedule pending review.

Company equipment is for company use only. Trailer, machines, and chemicals may not be used for personal jobs or side work.

Social media: Do not post customer property, addresses, or job site photos without explicit approval. Before/after posts for marketing must go through the owner first.

Non-solicitation: You may not solicit SurfaceWorks customers for personal or side business during or after employment. This includes referrals to competitors.

Base pay is calculated from your clock-in to clock-out. Clock in when you're ready to work, not driving to the site.

Upsell commission is 10% of any add-on service the customer accepts after your offer. Logged automatically in the app.

Referral bonus is $25 per new customer who books and completes their first service. Must be submitted through the app.

Tips from customers via the app belong to you 100%. Customers who tip cash — politely direct them to the app or decline and note it. Never pocket unreported cash tips.

Pay disputes must be raised within 3 days of the pay period end. Bring clock-in records from the app.