People avail the service of a cleaning facility so they can have easier lives. As a residential cleaning service provider, aside from providing first- class service to your customers, you have to maintain communication with your clients to make sure that both parties understand the tasks at hand and to leave no room for mistakes.
Before getting another new client, make sure to tell them the services included in the cleaning facility you can provide. As you go around home while the customer discusses his requirement list of things to be cleaned, ask questions clarifying exactly what they want. For example, ask them, “So, let me just clarify Ma’am, you DON’T want us to clean this area anymore?”
A written requirement list stating what services they will get in the routine maintenance their residence will get must be given to the customer. It must also include a list of additional services like window washing or carpet maintenance that you can provide together with their corresponding fees and how long in advance should you receive before you can take on extra tasks.
You may also have to explain to them that your staffs are assigned to clean many different homes on certain days and so if they need more people for the job, they must inform you in advance. In this way, not only does your crew get to save time, your staffs are also ensured to have the right tools for the tasks.
In case accidents or mishaps occur, you also need to issue a good statement. Tell your employees that if in any case, problems or accidents occur, they must leave a memo and contact you immediately since you have to know everything happening. It is helpful to just have pre- printed forms with a checklist (busted item, stain that cannot be erased, broken window, etc.) which you can leave at their house together with your maintenance company’s contact information.
If your maintenance crew sees additional tasks needed to accomplished, they can also signify remarks. Do the windows already need washing especially that it’s springtime? Do the rugs look like they already need maintenance because of too much dirt? Not only does this show your clients that you do think about their house, you also give them options on the extra services that you can provide and charge them for.
If you do not clarify your policy to your customer, you might get in trouble for cancelled or missed activities. Make sure that your client is completely aware of your business’ termination policy indicated in the client contract by discussing it with him. If your staffs happen to miss a particular engagement, make sure that you give your client his proper compensation by for example, giving discounts the next time they come to you to avail your services.
You cannot afford to lose a customer only because of a simple misunderstanding of your services. Maintain open lines of communication with your clients to ensure the success of your business. Make sure that your crew leaves memos and make follow- up calls to make sure that your clients are happy and that your profits are fluid.
Answering Your Clients’ Questions
Once you’ve got everything laid down—all materials and tools already purchased, your insurance acquired and a complete staff hired already—the next thing to do is to look for clients. These clients surely have a lot of questions they will throw on you starting from your workers’ training to your fees to what should they do with their pets when your staff come to their house to clean. The questions listed below are those you yourself should be prepared to answer:
1) Is your company reliable? Your cleaning business must be bonded and must possess all the necessary insurance, and even a workman’s reimbursement for your staff. Make sure to keep a file listing your insurance corporation and the reporting that you have. Also, make sure to carry out background checks on all your personnel.
2) Every time your staffs clean, must there be someone in the house? It is up to the hands of the customer to decide on this matter. If there will be no one at home, you have to ask for the key and make sure to put it back in a safe place, and know their house’s alarm code if there is one.
3) Who will provide all cleaning chemicals and tools? It is your responsibility as a residential cleaning service provider to use your company’s materials. Instead of using ready- to- use chemicals, you can save money by buying a quality kit which will surely last.
4) What is the manner of paying your company? Make sure that the clients clearly understand your business’ payment policies. If you need the payment at the time you provide them your service and the client will not be home, he needs to leave a check or his credit card’s number.
5) Will I have the same staffs cleaning my home every time? It will be ideal if the same people or team cleans the house. This can result in quicker cleaning since your employees will be familiar with the house at the same time will make the clients feel more comfortable with the same staffs cleaning their home..
6) What will happen if something gets broken in the house? Accidents do happen. Teach your crew to tell a supervisor immediately if there is any spoilt or damaged item. Then leave a note to the client clarifying about the accident and saying that the spoilt or damaged item will be taken care of by your company as soon as possible.
7) How many in your crew will clean the house? You must have two to three individuals from your staff for each residence.
8.) What are the services that your cleaning company can offer? List down the services included in your standard cleaning (dusting or vacuuming, or even cleaning their kitchen and their bathrooms, etc.). Inform them also on the specific services your company gives (window washing, carpet cleaning etc.) as well as the services’ corresponding charges.
9) At what time will you arrive at their house to clean? Even when it is not probable to give your customers the exact time you will arrive at their residence, what you can tell them is the hours that you clean and the time you think you will be in their residence. For example, you can say that you clean from Monday to Friday, from 8:00 am to 5:00pm.
10) Must I do things first before you start cleaning? Even when your job is all about cleaning the residence, you can still request your customer to pick up their children’s toys, clothes and also some other domestic stuffs that can slow down your cleaning.
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