Providing Exceptional Customer Service

The key to being successful in the house cleaning business is not only providing a great service but offering exceptional “customer service”

You need to be accessible to your clients at all times (during normal business hours of course) either by phone or by email. Be sure to answer all emails form clients in a reasonable amount of time. If you are going to be away from your business phone, have your calls forwarded to your cell phone. We all know how annoying it is to try to call someone several times only to constantly get their voicemail and no return call. Clients understand that you can’t be expected to sit by your phone at all times, but they do expect a call back shortly if they leave a message.

If you don’t respond to your clients requests in a reasonable amount of time they will likely go somewhere else.

If a client calls to complain about something that wasn’t cleaned properly, let them know that you will make every effort to take care of the problem. Go back to the home and re clean the area that the client isn’t happy with or send an employee to do the cleaning. This will show your client that you do care that they are satisfied with their cleaning.

When arriving at a clients home, if they are home when you arrive to clean, make sure you smile and greet the client “Good morning, how are you today” Be polite and friendly and show an interest in how your client is doing. Don’t complain to clients about how tired you are or that you are having a bad day. You are there as a professional cleaner to clean their home and you should present yourself as a professional.

Always Smile, everyone loves to see a smiling face walk through their door.

Get to know your clients and what they expect from you. They will let you know how they want their home cleaned and what cleaning tasks are really important to them.

Try to include a few extra services on your cleaning schedule that other services may charge for (changing sheets, dusting blinds, cleaning glass doors are a few examples)

Below is a list of little extras you can provide for your clients:

Whenever possible and time allows, do a few extra things for your clients while cleaning. It is the little things that mean so much to clients.

For clients that have pets we bring treats for their pets. Our clients really appreciate the fact that we care about their pets also.
Bring a fresh flower arrangement for new clients or gift certificate clients.
For Christmas you can leave a coupon for a free extra service or a discount on their next cleaning. Or purchase small gifts to give your clients for Christmas.

Always be a true professional in everything you do. When answering your phone, always answer in a proper business manor (always answer with your company name and your name) Example: “Smith’s Personal Cleaning, This is Kelly, can I help you?” This applies to emails as well. Be polite, friendly and professional. And remember to include your signature in emails.

When giving estimates to potential clients, be prepared. Have your business card, list of services you provide for different types of cleanings, references and your residential cleaning checklist ready. Be confident. I can’t stress this enough. Clients love to see confidence. It relieves their worries and lets them know that their home is in good hands.