What Do Your Customers Experience When They Interact With Your Cleaning Business?

What’s the very first thing you do when you get a call, text, or email from a potential house cleaning customer?  Do you have a script that you can copy, paste, and reply with when you receive those text messages and emails?  Do you have a memorized outline of how to direct any phone call?  Do you have a special greeting with which you answer each and every phone call that goes into your cleaning business?

​I’m a big fan of having a standard operating procedure (SOP) in place for every aspect of our business.  I believe there should be a SOP for:
​
New/Potential Customers

• How to greet them and how to ask for information
  • How to provide them with the information they are requesting
  • How to proceed from taking them from the “First Contact” phase to the “Estimate” phase or the “Scheduling” phase
  • How to “validate” customers so that you can work with customers who are “serious” about hiring you in the near future
  • How to deal with customers who flat-out tell you they don’t “like your rates” or that “they will contact you at a later time” (which is a “nicer” way of saying “no thanks”)
  • How to ask for “Initial Cleaning Feedback” so you know what you did right and what you can improve
  • How to get that new customer from being a “one-time customer” to a “regular customer”

​Current Customers

• How to make sure that your cleaning service provides a consistent service on every visit
  • How to make sure your cleaning staff delivers a consistent, high-quality service on every visit
    • And, how your cleaning staff knows what a “consistent, high-quality” job is
• How to ask for regular feedback from your customers so you know what you’re doing right (and can continue doing it the same way), and what you can improve, so your current customers can continue being current

There are so many other aspects related to your cleaning business.  Remember, you need to always be searching for ways to improve your service and if you’re serious about achieving freedom, then you must constantly be working towards systematizing your business in such a way that it would be able to function even without you being present.

Let me ask you this, if all of a sudden you got 50 new customers tomorrow morning would your business be able to handle the increase?  What about if you lost half your customers tomorrow, would you have a marketing strategy in place so you could be able to get the same number of customers within the next couple of days?  If you had an emergency and had to go out-of-town would your staff have systems (that you set) so that everything can function optimally as if you were present?

These are questions we should always be thinking about.  Not just thinking about, but working on having answers to them, hopefully affirmative answers.

How awesome would it be for you to have standard operating procedures for every aspect of your cleaning business, right?  Well, that’s something I’m currently working on so that you can achieve freedom with your cleaning business!

Ps.  When I say freedom, I mean whatever “freedom” means to you!

Thanks for taking your time to read this post!

I wish you all the best!

Dp

Join us and subscribe!

Follow us on our social media accounts: