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Volume 17
September, 2009
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Greetings!
Welcome to the Clean Team Pro Newsletter. Those of us in the housecleaning business know that a happy customer is a loyal customer -- yes, even in this economy. So, we bend over backwards to please our customers. We clean above and beyond their expectations. We say "yes," when they have special requests, even when we would rather say no. But what happens when we can't say yes? What do we do when we need to set clear boundaries? How do we communicate about our expectations and limitations -- and do so professionally and courteously? This month's feature article examines four thorny issues that you must address openly and early with your customers in order to avoid a messy break-up down the road. Don't forget, if you have any questions you would like to see addressed in this newsletter, please send me an email at jeff@thecleanteam.com. Your input helps us to better meet your needs! | |
Customer Training 101:
Clarifying Expectations & Setting Boundaries
The best way to ensure a happy customer is to start training them from day one. What? Training your customers? You train your cleaners, not your customers -- you may be thinking. And while you are right that staff training is essential to your business, customer training is also important.
To be fair, the use of the word "training" is a bit unconventional in this context. The goal, however, is completely straight-forward: To train your customers is to be honest and to set clear boundaries and expectations from the outset so that you can develop an excellent long-term relationship. Here are four key issues you must address in your so-called training -- and some tips on how to go about it.
1. Scheduling
In a perfect world, you would schedule your cleaners for three back-to-back same-day slots at houses all on the same street. Unfortunately, it's not a perfect world. This means you simply have to do the best you can to minimize travel when scheduling your customers.
For example, let's say that you clean in the north part of town on Tuesdays, and the south part on Wednesday. What happens, then, when a new client in the south wants her house cleaned on Tuesday? Or when a loyal customer in the north wants to switch to Wednesday? Do you risk losing a client -- new or established -- by telling them no?
The bottom line is that you often don't have a choice but to say no. Do so graciously, while promising to make a note of her date preference in your book. Then, when a slot opens up on Tuesday, make this customer your first call. But don't fall into the trap of saying "yes" at any cost. Unless you live in a very small town, crisscrossing the city will cost you more in profits and in unhappy workers (not to mention fuel) than you will gain.
2. Timing
Many customers want you to agree to a set start-time, so that they can plan their day accordingly. While your customer's wishes are certainly understandable, it is not possible to guarantee a starting time (or a finishing time, for that matter). Especially if you work in teams, any number of factors can affect when you arrive at a home: The previous home took a bit longer to clean than normal; a new home was added to the day's schedule; or an old customer was dropped from it. Don't fall into the trap of making promises that you will inevitably have to break.
You simply cannot guarantee timed appointments and you must explain this to your customers from the outset. Do so with professionalism, courtesy and kindness, but do it from the start so that you don't jeopardize your relationship down the road. There are alternatives to a set time. For example, you can promise an "AM" or "PM" appointment. Or you can agree to call the customer on the morning of their clean and give them an ETA (estimated time of arrival) for that particular day. At The Clean Team, we gave that duty to the Team Leader as they were very good a knowing at about what time they would arrive at a particular customer's home. Best of all, or course, is to get a house key.
3. Keys
Some customers prefer not to give you a key to their home. They would rather meet your team when they arrive to let them in. In theory this is fine, as long as the homeowner is reliable and prompt about meeting you.
However, you must be clear up front that your team cannot be left waiting because "something else came up." Again, you do this with the utmost of professional courtesy, but you must not fail to set this boundary. It will only lead to frustration on both sides.
The good news on this point is that, in reality, most customers quickly decide that they would rather trust you with a set of keys than be tied to being at home, waiting for the housecleaner(s) to show up.
4. Unusual Homes & Irregular Requests
If there is something unusual in a customer's home, honesty demands that you discuss it with them up front. If your customer has a collection of breakables, for example, tell her that cleaning each one, each time, will add $40 (or whatever your rate would be) to her weekly bill. Yes, it might be awkward to bring it up, but avoiding the issue will only cause trouble later on. You may even find that your customer never intended for your team to dust her prized glass elephants!
Likewise, it is important to keep an eye on last-minute requests. Set clear expectations from the beginning about what tasks your team will perform each visit. If your customer has other requests -- to declutter the kitchen pantry, for example -- she should ask in advance, not simply leave a note on her cleaning day, because the housecleaners may not have the extra time available. If this situation arises, train your team leader to write a note back to the customer telling them that you don't have the time today, but that the office will call her and schedule it. Then call your office and let them know what needs to be done.
Of course, you can avoid this awkward, last-minute phone conversation by clearly setting the "special requests" boundary from the first day of your relationship. The customer only needs to understand that you're happy to do most any special request (for an extra charge, of course) but that such requests should be scheduled in advance. Have you encountered an especially sticky boundary issue with a client? Do you need help on working it through or do you have a suggestion to share with our other readers? Drop me an email at jeff@thecleanteam.com to share your perspective on Customer Training 101. |
Using Clean Team Products
Cloth vs. Brush
The fastest way to clean most smooth surfaces is to spray it with Red Juice and then use a cleaning cloth to wipe it clean and dry. If the surface is even slightly  textured, however, wiping with a cloth alone might not cut it.
Take for example the finish on a refrigerator. Run your finger over the front of the fridge. Is it smooth? Or are there small changes in the surface? When cleaning even a lightly textured surface, you may find that you can clean it more quickly by spraying, then agitating with a toothbrush, and then wiping.
You mi ght ask: How could 3 steps (spraying, agitating, wiping) be faster than just 2 steps (spraying, wiping)? The answer lays in the texture. You have to wipe longer to remove the dirt from a textured surface. In fact, you may even have to spray it a 2nd or 3rd time -- and wipe it a 2nd or 3rd time -- which clearly takes longer.
Remember, Speed Cleaning Rule #7: If what you are doing isn't working, then switch to a heavier-duty cleaner or tool. The same rule applies if what you are doing isn't working fast enough: Switch to the brush.
When you are cleaning a home, pay attention to the surfaces that don't wipe quite as clean. It may not be as smooth as it looks. Check out your dishwasher fronts, stove surfaces and stove knobs, counter tops (especially when grout lines are involved), and tub/shower floors.
For large surfaces such as floors and counter tops, a good hand brush is invaluable. To clean these spots, spray a 2' X 2' area with enough cleaner to thoroughly wet it, quickly scrub it with the hand brush and then wipe clean and dry.
Remember, Speed Cleaning Rule #5: Don't rinse or wipe a surface before it's clean. Usually all the textured floor or counter needs is a quick scrub and you're done. But be sure to use your fingertips or the tips of the brush fibers to discern whether or not you have cut through all the dirt and grime. This avoids wasting time re-spraying, re-scrubbing and re-wiping.
Do you love your cleaning brush? When do you reach for it vs. your cleaning cloth? Send me your experiences at jeff@thecleanteam.com.
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PUBLIC SERVICE ANNOUNCEMENT:
FREE TELEPHONE SEMINAR
Renee O'Brien, the owner of
www.YourCleaningBusiness.com, will host a live telephone seminar that focuses on
the cleaning industry and the economy, strategies, trends and changes that are
expected in the next twelve months. The event will take place on Tuesday,
September 22, 2009 from 3:00 pm (EDT), 60 minute
seminar.
Participants will have an
opportunity to submit questions prior to and during the seminar via online or by
telephone. Questions already submitted that we will cover will be:
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Trends, Numbers,
Successes and Failures for Cleaning Businesses Over the
Last 12 Months
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What 2010 will Look
Like? A Business Plan for Today's
Cleaning Business
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What Skills Will Be Essential
in 2010
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Who Are the "New"
Customers?
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What will Next Year really be
like? When
will things get back to normal?
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Can we resume with
price increases?
For information or to register online for
the seminar to be held on Tuesday, September 22, 2009 3:00 pm EST, email Renee or call Toll Free 1-866-622-8473.
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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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