When It's Time to Let a Customer Go

​In the house cleaning business, we build real relationships with our clients. We see them regularly, get to know their routines, and become a trusted part of their homes. That’s why it’s never easy when a situation arises where we have to part ways with a client—especially one we’ve had a good relationship with.
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But sometimes, as tough as it is, it’s necessary.

​Recently, we had a customer who had to skip two consecutive cleaning appointments. That happens—we understand life can get busy or unexpected things come up. But when a home goes untouched for a while, that means more work for our team the next time we come in. So, like many professional cleaning businesses, we have a clear policy in place: if a customer skips two or more scheduled visits, we charge a one-time fee to account for the extra time and effort needed to get the home back to our standard.

We communicated this to the customer respectfully. But she wasn’t happy about it. In fact, she was upset—despite the fact that we weren’t raising her regular rate, changing her schedule, or implementing anything long-term. It was just a one-time fee, and it was fair.

We hoped she’d understand. We thought the good relationship we had built over time would help her see where we were coming from.

But unfortunately, she didn’t.

And that’s when we had to make a decision. Not because we were angry. Not because we wanted to lose a customer. But because we realized something important: she didn’t value our time or our work.

As business owners, it’s easy to fall into the trap of trying to please everyone. But the truth is--you can’t. And when someone shows you that they don’t respect your policies, your boundaries, or your worth, it’s okay to walk away.

Letting a client go isn’t something we take lightly. But we’re committed to running a business built on mutual respect. We value our time, our team’s effort, and the quality we bring into every home we clean. And we’ll always stand by that.

To our amazing clients who show us appreciation and trust us to do what we do best: thank you. You’re the reason we love this work.
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And to fellow business owners out there: don’t be afraid to say no when something doesn’t feel right. Protect your peace, your team, and your business. Sometimes, letting go of one customer opens the door for better ones to come in.

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