Client asks for extra cleaning upon arrival: how do I set the scope

In a recent review of a home service booked as a regular cleaning. The problem was that upon arrival, the client asked for the oven, windows, and cabinets as if they were included. At first, it didn't seem serious, but in a real work environment, that type of detail can affect times, costs, or customer trust. First, I protected the operation and then I went to the root cause. I reviewed the…