Why Delighting Customers in YOUR Cleaning Business SHOULDN’T Be Spontaneous!

We hear how everyone ‘hopes for’ and loves a surprise. Well that may be, but if the thing you’re hoping for is as important as the success or even survival of your janitorial business or residential maid service – then hope or spontaneity are too unpredictable to count on.

Before you’re done watching this fast paced video, Why YOUR Cleaning Business SHOULDN’T Be Spontaneous! you’ll realize that consistently delighting your janitorial and residential clients is way too important to leave up to something as fragile as spontaneity or chance!

Thanks for watching our video -Why Delighting Customers in YOUR Cleaning Business SHOULDN’T Be Spontaneous! but don’t stop there – Be sure to check out our video: Why ‘CAMPING’ May Hold the Secret to Success in the Cleaning Business! where you’ll learn what it is about ‘camping’ that can revolutionize your janitorial business or residential maid service from the inside – out!

You’ll watch a few, short minutes of video loaded with practical ideas, tips and strategies about what it really takes to flip a cleaning business from painful to profitable. Want to Flip Yours?

One Response to “Why Delighting Customers in YOUR Cleaning Business SHOULDN’T Be Spontaneous!”

  1. Scott says:

    Dan, I find sometimes the “less said is better”, if I make a call to ask if everything is ok for example when the customer brings something up, then later because of a checkup phone call, reminded the client to check for lower bids because of one phone to ask if everything is ok with the customer. The customers I know, I will popup once in a while to ask if everything is ok or let us know kind of thing. The nervous clients I deal with I sometimes will call and ask the same question, the clients that hired me because of going through so many lousy cleaning companies where I bid far higher than anybody else, those are the ones I sorted made more commitment too or they feel paying more means to call me more on extra work for example. My rewards to them is extra time than quoted and etc details such as keeping janitorial closet spaces immaculate, chemicals lined up, everything labeled, MSDS sheets current in professional files on hand when needed. Instead of a note on a table, I may buff a floor or clean a carpet on the house but I note it on the bill.
    There is one cleaning company in my area that is successful in getting accounts; all they do is solicitation and they under bid every cleaning company there is for their trash & dash service. They’re cleaning method is a bottle of Windex and one microfiber rag to clean an entire office (starting from toilets to the desk, phones etc, just completely unsanitary using one rag but also half of their labor force is undocumented workers for example. What strikes me in your video is that cleaning company I mention rewards their customers with notes or gifts and makes their clients feel important but little do their customers know that half of their cleaning work force are all undocumented workers but to give gifts to customers when they are doing work for hardly any profit at all and on top of that they provide all the consumables (paper towels, toilet seat covers, liners, toilet paper) included the bid and they still under bid everyone when they pay for such expenses (even though these are cheap consumables). I had a friend that work for this company and told me all the details of this cleaning company he worked for how they would bring flowers in to the customers, cookies or stop by to visit (the owners) but the employees, that is an entirely different story, 99% of the workers are so underpaid and if they quit, the owners will threaten to call US Customs to have them deported if they quit yet without legal visa papers (even though they hired them) they are stuck only finding cleaning companies that will hire them; even those this is off topic the point I am trying to make is, deciding when to make the choice to call the customer on a volunteer call? I have several clients that are 10 years old, 15, 20, 25 and some 30 years old. I remember back in 2004 I had a small client and they paid well, one time they had a coffee machine that kept leaking, so I bought them a $85.00 machine, 2 months later they moved out and I lost the account, they moved into a government owned facility which included the cleaning services in house for example. I never got a thank you or anything, just learned I shouldn’t of. If I give my clients any gifts, the only time I do is during Christmas I will buy 3 pound boxes of Walkers Shortbread with a note, saying thank you. One tiny client I had late last year, instead of shortbread, I gave them a $15.00 Pete coffee card then one month later, I lost that account because the owner decided the bookkeeper needed extra money to have her do the cleaning instead, the client didn’t acknowledge the card either. My opinion is with what I have experienced with my clients is, if I mention nothing, the better but if I mention something or drop by it may be unnecessary even though it may be a good gesture I have found it to be a 50/50 shot sometimes. In a shady economy, I will keep things quiet as possible unless the clients you know are used to seeing you. I think sometimes using more detail in the cleaning sometimes that they’ll noticed is different or better than a note.

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