Welcome

    We require you to read this guide thoroughly and keep it handy. It contains answers to our most frequently asked questions and their solutions. Getting familiar with this guide and the Tidal app is crucial to your success on our platform. We regularly update this guide for your benefit, so check back often.

    If you don’t find the answer you need here, don’t worry! We also have a detailed FAQ section to address any other queries. Remember to check for updates regularly.

    Once approved, contact Tidal to request a Tidal decal for your vehicle. Displaying this decal will help customers identify you as their Tidal provider.

    Mission: Transformational Experience

    At Tidal, our mission is to provide a Transformational Experience for all users, including you, in the window cleaning industry. This commitment makes Tidal the best service platform for customers and providers, creating a mutually beneficial relationship.

    A Transformational Experience means exceeding expectations at every interaction with Tidal. It’s how we grow our user base and enhance your business.

    This means prompt job acceptance, high-quality service, and proactive communication for our customers. For our providers, it’s about building efficient, densely packed routes and expanding services to increase efficiency—at no extra cost. Together, we achieve more.

    Ratings

    At Tidal, we evaluate our providers using the 20/70/10 principle. The top 20% of providers deliver most of our best customer experiences, while the bottom 10% are responsible for most issues, including cancellations and complaints.

    Our goal is to replicate the success of the top 20% and phase out the bottom 10%, raising the overall standard of service. Each month, we assess providers based on customer feedback and internal metrics. Customer feedback includes service quality, professionalism, and the likelihood of recommending Tidal. Internal metrics include job completion, reschedule, cancellation, and complaint resolution rates.

    Feedback will be visible in the app, allowing you to see what customers have said about your service. If you have any questions or concerns about the feedback you receive, please reach out to our support team.

    These metrics contribute to an overall rating, with different metrics being considered each month. Consistently delivering timely, high-quality service and excellent customer care will keep you in the top 20%. Repeatedly ranking in the bottom 10% may result in removal from the platform. As your rating improves, you’ll gain preference for jobs and other perks.

    Tips for Success

    Our top providers at Tidal have built strong customer relationships by adhering to the 3 C’s of success: Consistency, Quality, and Communication.

    • Consistency: Whether customers choose a specific day or a flexible schedule, it’s crucial to show up regularly on the scheduled day. If you’re having repeated issues with a particular job, let support know so we can optimise your route and maximise your time on the job.
    • Quality: Always deliver a 5-star service. Treat each window cleaning job as if it were your own, ensuring that all aspects of the service are completed.
    • Communication: We understand that weather and equipment issues can sometimes cause delays. However, our policy is to complete the job on the scheduled day unless the temperature is below freezing or extremely high winds pose personal safety risks. In such cases, the work should be completed on the next suitable day with as little disruption to the schedule as possible.

    Wet weather isn’t considered a reason to reschedule, as it typically doesn’t affect the quality of the job. If the weather doesn’t meet the extreme criteria, the job may be reassigned to another provider, affecting your rating. Customers expect the service to be completed as scheduled, especially since they receive SMS reminders.

    If rescheduling is necessary, remember that it may disrupt your overall schedule. It is your responsibility to notify all Tidal customers about any delays. Customers depend on you to keep them informed.

    Route Density

    Our goal is to maximise your route density and minimise waste. If you’re recognised as a top provider, we can enable auto bookings (please contact support), allowing customers to join your round when you’re next in their area. The more jobs you take on with Tidal, the more you’ll benefit from the platform, increasing both your efficiency and earnings.

    Currently, jobs are booked into the system and manually allocated to the provider we believe is the best fit. We are developing a technical solution to streamline this process. For now, you’ll receive job notifications either via SMS or through the provider app. Since we can’t hold jobs without a response, they are assigned on a first-come, first-served basis unless auto bookings are enabled.

    Services Available

    One-Time Window Cleaning

    These jobs often involve the first interaction with new customers who want to try our service before committing to a regular plan. One-time jobs must be completed on the arranged day. When you accept a one-time request, you’ll select an estimated time frame for completion. While you’re not locked into this time, it’s crucial to notify the customer through the app if your plans change, as they will be expecting you during the chosen timeframe.

    Recurring Window Cleaning

    When you accept a recurring service, the customer will likely stay with you long-term, with our average customer staying for 42 months. Therefore, it’s essential to start building a solid relationship from the start. Recurring services require completion every 4 or 8 weeks and must be done on the same day shown in the app. These services are scheduled from Monday to Friday, and you have the option to update the date once per job, so choose carefully. Frequent date changes can negatively impact your rating. Skipping a service or leaving it as a “request in progress” may result in the job being removed from your schedule and a £5 release fee applied. This fee will partially be passed on to the customer as a discount to cover the inconvenience and additional admin time required.

    Gutter Clearing and Fascia, Soffit, and Gutter Washing

    • Gutter Clearing: Involves physically removing blockages or debris that prevent gutters from functioning correctly.
    • Fascia, Soffit, and Gutter Cleaning: Focuses on cleaning the external surfaces.

    These services are available as a one-off, 6-monthly, or 12-monthly option. Most of the time, customers need to be home for this service as an electric socket is required, so it’s crucial to complete the service on the scheduled date. It’s also recommended that you contact the customer first thing in the morning on the day of the service to provide an estimated arrival time (ETA).

    Additionally, it’s highly recommended to send before-and-after photos to the customer. This increases the likelihood of receiving positive feedback, improves your rating, and supports your standing on the platform.

    Since the customer typically makes specific arrangements and books a particular date and time for these services, a £20 release fee is applied per service if the job is not completed as scheduled.

    Adding a Job

    The “Add New Customer” feature is your best tool for upselling customers with additional services and boosting your cash flow. Use this feature to propose extra services or to capture customer requests. For example, if a customer asks you to add more work to an ongoing job, this feature allows you to easily accommodate their needs.

    When using this feature, you can either add the extra work to the current job or schedule it for a future date in a separate order. If the service you want to add isn’t listed, please select one of the other services and leave it as a note. We’re working on allowing you to add additional services.

    It’s crucial to include details in your quote to avoid confusion and ensure the customer understands exactly what they’re paying for. For instance, if you’re quoting for “window cleaning,” specify if it only includes specific windows, e.g., a front only. In case of disputes, we’ll refer to the description you provided and how the customer interpreted this.

    Additionally, refrain from discussing pricing with the customer directly via chat, phone, or in person. Tidal and payment processing fees are included in the price, and there’s a clear breakdown. These fees cover SMS costs, transaction fees, and ongoing support. By adding customers via the feature, it allows them to actively agree to terms and conditions, which can be beneficial later down the road if any issues arise.

    Pricing

    Our service pricing varies across the UK to adapt to local market conditions. We currently have five pricing tiers, with Tier 1 being the most affordable and Tier 5 being the most expensive. Tier 1 is typically applied in lower-cost living areas, such as Scotland and the North East of England, where regular maintenance cleans are estimated to generate around £40 per hour. In the South, we often use Tier 5 pricing, with a target of generating £60 per hour.

    Our pricing structure is based on an analysis of thousands of properties over recent years. We determine the price by asking customers a range of critical questions, which are fed into an algorithm that calculates the final price. While we strive for accuracy, there may be instances where the pricing needs slight adjustment when we arrive at the property.

    If you find that the pricing needs adjustment upon arrival at the property, please communicate this to the customer and update the pricing in the app before marking the job as complete. This adjustment will then apply to all future jobs for that customer. We follow the same process for additional services. As we gather more data over time, our pricing accuracy will improve, but for now, we rely on you as the provider to keep us informed of any necessary changes.

    Our goal is to offer fair pricing that balances the needs of our customers, providers, and our business. We don’t position ourselves as a premium or budget service; instead, we aim to provide reasonable pricing that works for everyone involved. We’ve found that some providers are able to achieve higher revenue per job even with our margin in place, demonstrating that fair pricing benefits both the customer and the provider.

    Collecting Payment

    When a customer books a service, they can choose from various payment options: ApplePay, GooglePay, Card, or Pay Later. If they select any option other than Pay Later, they will be prompted to set up the payment, and once completed, the service will be confirmed. After you mark the job as done in the system, the customer’s account will be automatically charged. If the payment fails, you will be notified and asked to have the customer set up a new payment method.

    For Pay Later customers, they have the option to pay on the day of service either by paying the invoice through their chosen payment method or by cash. If the customer chooses to pay by cash, you must collect the payment and mark it as paid in the app. If you don’t mark it as paid, the customer will enter an automatic payment collection process, receiving a series of SMS and email reminders until payment is collected.

    Payouts

    Payouts are made every Monday by 6 pm and are processed a week in arrears to allow time for Stripe/GoCardless to complete the transactions. For example, jobs completed during the week of January 1st-7th will be paid out on Monday, January 15th.

    You can view a detailed breakdown of your payouts in the app, showing how everything is calculated. We simplify the process by deducting our total fees from the online payments we collect and paying out the remainder.

    For example, if your total revenue for a week is £1,000 and our fees total £200, and we collect £500 in online payments and £500 in cash, you would keep the £500 cash. We would then deduct the £200 in fees from the £500 online payments, resulting in a £300 payout to you, minus any transaction fees.

    Skips and Cancellations

    Customers can skip a service at any time by going to the Tidal Services app, clicking the three dots, and selecting the option to skip a specific service. If a job is marked as “skipped” or “cancelled” in the provider app, please do not service these jobs, as you won’t receive payment for them. Customers may skip a service for various reasons, such as holidays, building work, or personal financial situations. If you notice a customer has disappeared from your schedule, it’s likely because they have chosen to skip, cancel, or reschedule the service.

    As a provider, you also have the ability to mark a job as skipped. We closely monitor the reasons and frequency of skipped jobs. Skipping a job can impact your score and may affect your ability to accept future jobs. Depending on the volume of skipped jobs and the reasons provided, a no-show fee may be applied. After all, we’ve made a commitment to the customer to service their property, and failing to do so reflects poorly on the service.

    Service Issues

    Sometimes, a spot might be missed or a detail overlooked, which happens from time to time, even for the best providers. Customers have up to 48 hours after service completion to raise a complaint over the quality of the service. Rather than immediately issuing a refund, which costs both time and money, we’ll reach out to you to resolve the issue quickly.

    We’ll provide you with all the pictures and details necessary to make the resolution straightforward. Doing right by the customer helps build strong relationships, drives referrals, and ensures stable recurring revenue.

    Major Service Issues

    If there’s property damage, injury, or recurring service complaints, lead with transparency by informing Tidal and the customer immediately. Avoiding unpleasant surprises is the first step to resolving issues effectively.

    We’ll work with you and the customer to ensure the problem is resolved.

     

    Legal Compliance and Insurance

    As a provider on the Tidal platform, you are responsible for maintaining your own insurance, driving licenses, and other necessary legal documents. We may request copies of these documents to ensure compliance. It is essential that all your legal and regulatory obligations are met to provide services through our platform.

    Zero Tolerance Policies

    There are certain actions we absolutely do not tolerate, and these should come as no surprise. Please review them carefully – the one-strike policy is strictly enforced for the following issues:

    • Soliciting Tidal Customers: This includes encouraging customers to cancel their service and reschedule directly with you outside the app, asking for additional money directly from the customer, scheduling special services outside of the app, or sharing personal contact information. As per Tidal’s Terms of Service, providers must reimburse Tidal for any lost revenue due to soliciting customers outside the platform. Minimum Penalty: £100.
    • Obscene Behaviour or Lack of Professionalism: This covers any obscene or disrespectful behaviour toward customers or fellow providers, or any form of fraud, including misrepresentation of equipment or insurance.
    • Malicious Platform Activity: Any attempts to undermine or damage the platform, including theft or crime of any kind, and falsifying job completion photos, will not be tolerated.

    Misuse of the App

    This Provider Guide was created to help minimise, if not eliminate, misuse of the Tidal app. If you have any questions regarding the Tidal Pro Guide, please contact our Support Team for assistance.

    Mistakes happen, and that’s okay! If we can correct or learn from them, they become opportunities for growth. Always double-check details, communicate with the customer, or ask a Tidal Support Agent for help.

    However, repeating the same mistake repeatedly can indicate a poor fit or unwillingness to learn. Ignoring feedback from customers or Tidal Support Agents before or after an issue is another form of unacceptable failure. Providers who misuse the app, fail to follow the workflow, or violate our Terms of Service will be subject to immediate review, which may result in disciplinary action, including but not limited to suspension or removal from the Tidal platform.

    Our Journey Together

    Together, we’re setting a new, higher standard for Tidal customers. We’re excited to have you on board with Tidal. As partners, it’s crucial that we both hold ourselves accountable to the standards we set and aim to exceed customer expectations. Problematic users, whether customers or providers, tend to exit our platform quickly.

    As a business owner, you understand that customer service is about balancing expectations, accountability, and future opportunities. We hope you view Tidal customers as your own, working hard to ensure they stay with you for the long term.

    Use this Provider Guide to mitigate issues and keep your customers happy. By doing so, you’re upholding your part of our partnership and ensuring a lasting relationship with Tidal.