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Volume 12
February, 2009
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Greetings!
Welcome to the Clean Team Pro! We're glad you're here! The past few months at the Pro, we have been talking about how to keep your business thriving despite our country's increasingly challenging economic climate. Ultimately your success is built one client at a time, which means that each cleaned home is an opportunity to secure your company's future. Another important way to keep business thriving is by starting off on the right foot -- acing the initial interview. This month's newsletter looks at ten of the most common questions would-be clients ask their cleaners. We include our suggestions for how to answer these questions, but I also encourage you to share your responses with us. Send me an email and let me know how you prepare for client interviews. I would love to share your insights with the rest of our readers in next month's newsletter. Please also check out our newest Pro newsletter feature: Using Clean Team Products. We will be featuring one of our tried-and-true Clean Team products each month, along with an in-depth explanation of how to use that product for maximum impact in your cleaning business. Let us save you the trial and error! This month, we put the spotlight on Furniture Feeder. If you have a product you want to learn more about drop me a line at jeff@thecleanteam.com. | |
The 10 Most Common Questions Asked By Clients
When a new client calls you on the phone, he or she is going to have a lot questions. Being prepared and confident about answering these questions goes a long way in making a good first impression. Here's a look at ten of the most common questions would-be clients have for their cleaners ... and some of our thoughts about how best to answer them.
1. Will you provide the specific services I want? As often as I want?
As you have probably learned by now, most of your clients have a pretty standard wish list: kitchens, bathrooms, dust, vacuum, change the sheets, empty the trash. But some clients have "special" requests. These can range from cleaning out the fridge to deep cleaning the garage. But what if it's to organize the coat closet? Perhaps this is a request that you might decline as it requires skills other than cleaning. Just give some prior thought as to how you would need to budget for these tasks -- both in terms of hours and in terms of cost to client.
If you don't know how you would handle a specific request, it's perfectly acceptable to tell your would-be client that you will need to think about it ("Hmm, I haven't encountered that specific request before. Let me think about it and get back to you."). Just be sure that you do consider it and respond as soon as possible with an answer.
2. Are you and your employees covered by your insurance policy if they get hurt in my home?
This question expresses both a legal concern and a comfort-level one. Assure your clients that they will not be liable for on-the-job injuries (assuming this is, in fact, true) and kindly offer to give them a copy of your insurance certification.
3. Do you perform a background check on any and all employees?
Like question #2, your client wants to know that you are trustworthy and reliable. The client doesn't need a yes or no answer. They are just gathering information. Be prepared to succinctly explain your hiring and training procedures to any interested client.
4. What happens if you or one of your employees breaks or damages something in my home?
Again, clients want to know that they are hiring someone careful, as well as honest, trustworthy and fair. This question presents a great opportunity to assure your client that you are all four! Briefly explain your policy for dealing with breakage and remind your client how much you value their input and feedback. If you are bonded, this is a good time to mention that fact. I ask clients if there are any "booby traps" that we should be aware of and also if there is anything in the home that is so valuable that the client might prefer we don't touch it at all.
5. Do I have to leave a detailed list of instructions each time you clean?
Ideally, you and your client will settle on a mutually agreed upon routine. In addition, explain how you will handle special requests and how you would best like those communicated.
Keep in mind, however, that this question might have some deeper rooted meaning, as well. Part of making a good first impression is being able to read your clients. Some will want to have their cleaning process "automated" -- i.e. they won't want to have to think about it, they will just want to know it's going to get taken care of. Other clients will need that written contact -- it's how they are hard-wired, so overtly discouraging it could raise red flags for them.
6. Do you use your own cleaning supplies?
Answer this question directly with a yes or no, and then offer a line or two about why. More than anything, clients want to know what they can expect from you. You may also encounter clients with special requests in terms of products, especially if someone in their family suffers from allergies or asthma. If they want you to use special "green" cleaners or their HEPA vacuum, for example, be prepared for how you will answer this.
7. Under what circumstances would you need to reschedule my appointment and how often does this happen?
This question is your opportunity to explain your policy for dealing with cleaners who are sick, on vacation, etc. More than anything, you clients want to know that you have a plan in place, and that they won't be left out in the cold.
8. Will the same person/people be cleaning my house every time?
Whether or not you use the same team every time is probably less the issue than how you go about ensuring accountability and high standards. So when you answer this question, be sure to address the broader issue as well as your specific policy regarding work assignments.
9. If I need to cancel or reschedule an appointment, will I be charged a fee?
If you charge a cancellation fee, let your client know your specific policy. Again, clients want to know what they can expect from you. Clearly communicated policies are therefore essential. You might also want to consider providing these policies in writing to new clients.
10. Why should I pick your company over your competitors?
There is no right or wrong answer to this question -- assuming you are answering honestly and professionally. Each company has its own unique, value-added proposition, but just having one isn't the same as being able to communicate it. So be sure to give it some thought before your next potential client calls.
Being prepared for these ten questions will go a long way in helping you to land your next client. Even more important than the answers to these questions, however, is your demeanor. Remember: a successful interview is one in which you convey honesty, sincerity, flexibility and professionalism.
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Using Clean Team Products
Furniture Feeder
Furniture Feeder is a wonderful product developed by two now-retired antique dealers. This product is their response to a need to clean and revive surfaces on valuable antiques. Furniture Feeder works by using a solvent to clean the surface. And it uses carnauba wax (the wax is held in suspension by the solvent) to restore luster to the wood.
The most common use for it is to clean kitchen cabinets. The reason for this is simple--kitchen cabinets are slowly covered with a coat of grease that's deposited over time by cooking oils and so forth. You can usually tell when the cabinets need cleaning because they start to feel sticky.
To use, first shake well and then squirt some of the Furniture Feeder onto a polishing cloth and clean a small area. You can use a cleaning cloth first, if you need the extra scrubbing of a cleaning cloth compared to a polishing cloth, when the cabinets are extra greasy. You can also use a soft toothbrush to clean in corners as necessary. After the cleaning an entire cabinet, you may want to go back over it with once again with a clean dry polishing cloth. The best method is to use one polishing cloth to apply a second, light coat of Furniture Feeder and then wipe with a 2nd dry, clean polishing cloth to get the brightest luster that is possible to get--given the finish of the cabinets, age, general condition, etc.
The product works well. The problem is that it's an older product and uses petroleum distillates. That is one reason it works so well, but petroleum distillates smell like what paint used to smell like and some people are now offended or worried by this smell. If you are one of those people, use Red Juice or other heavy-duty liquid cleaner to clean cabinets.
Be sure to explain this to your clients. The odor will still be there when the client arrives home in the evening. Even though the cabinets will shine, you may get a complaint if you haven't fore warned the client.
Also keep in mind that the introduction of Verathane and other plastic-like wood finishes has made Furniture Feeder less important. Plastic finishes can be cleaned with Red Juice which contains water while older finishes such as varnish and shellac respond better to cleaners with petroleum distillates. If you want to limit your use of petroleum distillates, use the Furniture Feeder only on valuable antiques finished with varnish. If you want a product that will remove grease from your kitchen cabinets and don't mind the odor for a while, Furniture Feeder does a great job.
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Thanks for reading us this month! Come visit us on the web at www.thecleanteampro.com.
Sincerely,
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Jeff Campbell
The Clean Team Catalog |
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