Service-providing business encounter a lot of customers complaining for something regarding the service you are offering in the market. And like in the business of cleaning, this sort of scenario is very familiar. Almost everyday, the complaints are so demeaning at times and the toll is almost always reaching its limit. It’s just that, you have to handle them carefully and with a different approach in such a way that you give your relational skills a very hard test. You have to spend a lot of time on these since your clients are a very important factor for your business to grow and to profit.

First, you should act on them immediately. Don’t pass it off for another day or so before returning to the complaints or you will incur a bad reputation. Get straight to the point. If they don’t like the solution you used on their homes, then tell them you are now prospecting another one and so on. Don’t just linger and wait for them to get tired and stop complaining. You have to give them the assurance that their complaints are being handled thoughtfully. This will eventually give them the impression that they are important and that you value them more than anything else.

“The customer is always right” as the saying goes. Even if you feel that the complaints you are receiving is not that reasonable at all, stay cool and still hear them wholeheartedly. Sometimes they just want to unload what feelings are inside them. Although there are really hard-to-deal-with customers, nevertheless, give in to their desires as long as it is still according to your set standard. Even on those times, that is not reason enough to underestimate them. You have to see the situation and balance it with your rational thinking. Don’t act on them emotionally; you will just mess up the situations if that is so. Have a clear mind and say to yourself that these are blessing in disguise for you to improve your services to other people—your important clients.

In connection, never be defeated with those hard-to-deal-with customers by losing your composure and becoming angry, after all you are in the field of servicing others. And if you really want to keep them as well as incur more clients, you have to watch yourself. Once they are done with their concern, it is your time to show your side. Then make sure you meet with them by ensuring that their suggestions are valued.

In case of property indemnity in one of your clients, you should speak with your staff right after the report is done. You may want to talk to the concerned staff to know her side and give pieces of advice so that the next time she cleans the house of a client, she will not commit the same mistake. After that, don’t forget to inform your other staff that they should also careful with their own cleaning jobs. Also, you should make sure that your insurance as well as the bond is all set for this kind of settlement.

The cleaning service industry is one of the easiest industries to get into; aside from the fact that building your own cleaning service does not require a big capital, the skills needed just include a penchant for cleaning and organizing, scheduling, and a bit of marketing and accounting. Nevertheless, since cleaning requires you or your hired employees to handle cleaning solutions and perform physical tasks, you will need to have some form of insurance to cover any liabilities you or your employees may incur.

Although you may be sure that you are trustworthy and dependable, accidents do happen and if you do not carry insurance, you may find yourself in a financial crisis even before you get the profits from your cleaning business. A house is a prime spot for unwanted incidents like falling off a ladder or getting burned by a cleaning solution. Instead of paying these on your own, get an insurer to cover medical expenses. Additionally, keep in mind that you may, in one of your cleaning appointments, damage your client’s property. Liability insurance ensures that you can pay for the ruined object without having to burn through your savings account.

Your hired employee is another matter. Sometimes, even if you conduct through background checks, you may get a person with a not so immaculate intention. If something gets stolen from your client’s home or office, and if it is proven that your cleaning crew is responsible for the item at the time of theft, then your cleaning business is liable to pay for it. Typically, you can waive the insurance of your other cleaners if they have insurance of their own. This only happens if they work for you part-time and are not on your payroll. However, if they are your direct report, then they are also your responsibility.

Most clients would understandably be very concerned when having other people in their homes or spaces. Of course, they have the right to be worried since you are handling their things. To make them more comfortable with you, it is much better that you inform them that you carry insurance for yourself and all other cleaning staff under you. This will surely impress them and allow them to relax, knowing that their homes, and everything else inside it, are in good and dependable hands.

Liability insurance depends on your chosen insurance company and your locality. Normally, insurance premiums are paid either quarterly or annually. As your business grows and you hire extra help, your insurance premiums go up. Although it may seem to be added financial baggage, note that it is well worth the money. Bonds can be bought from the insurance companies too and your responsibility is to renew it annually.

Being a responsible business owner includes recognizing your obligations toward your employees and your clients. Since you decided to be in the cleaning industry, you need to arm yourself for any possibilities of accidents that can harm you or your staff and your clients.

See: How to start a cleaning service

If the cleaning service you would like to put up is a janitorial service, you will need more hands than just your own to clean offices and other places of business.   You probably would not be able to handle this on your own because of your limitations as just one person.  Cleaning office spaces involves a lot of chores – carpet shampooing, toilet cleaning, even window cleaning.  You would not be able to complete all of this even if you stay and clean and sweep and dust the whole day.  You simply need to have help.

What is the process of hiring employees like?

Basically, you are responsible for your employees, and any damage they may cause to any client space is your liability.  That is the reason why your hiring process should be well thought of, and you should cover any legalities and possibilities you might encounter in the future.

For each of your applicants, you will need an application form which contains all necessary data about their previous job experiences and other relevant history.  You may need to provide the form itself so that all application form would be in sync. You will also need to ready an evaluation form which you or your partners will use when you personally interview the candidate.

After the initial interview, you will need to get consent from the candidate to release his information to you from other sources.  You need this to conduct background and reference information checks on the potential employee.  Background job and character checks are necessary because you need to know what kind of person it is you are hiring.  Remember, you will vouch for your employees trustworthiness so it’s not just their reputation at risk when they do damage to a client, it’s also your own, and your business’ image.

When you have already decided on the people you will hire, the next step is to integrate them into your cleaning service’s system.  Always have them fill out an employee information form for your employee and payroll records.  They would also need their W-4 forms, and their INS I-9 forms.  After wards, you have to provide the new employee with his team leader’s job description, and his job description as well.   Having employees also means you will need to be ready for other documents such as:

1.    leave of absence forms
2.    Request for time off form
3.    Record of verbal warning to employee
4.    Notice of deficiency/delinquency
5.    Attendance records
6.    Performance evaluation sheets
7.    Employee handbook
8.    Confidentiality agreement

You might not use all of them if you are lucky in hiring employees.  But just in case you catch a bad fish, it would be best to cover your behind.

You will also need to get your newly hir4ed employees in training under the cleaning system that you use.   You will need to have them trained in window washing, project cleaning, vacuuming, dusting, polishing, kitchen/pantry cleaning, bathroom cleaning, and all other areas of offices as well.

Aside from the above, you will need to make sure that your newly hires undergo a seminar on various cleaning equipment, tools, and cleaning agents.

See: Start a cleaning service