Communicate With The Customer
How should I communicate with the clients?
Most conflicts with cleaning clients are caused by communication gaps. What the client wants is not clearly communicated to the company, or the staff. Or, what we can provide is not clearly communicated to the client. Just remember that when it comes to cleaning there is no such thing as “common sense”, because everyone has a different opinion of what they want. Make sure if something needs to be updated in the customers account you notify the office staff right away so they can make a note in their account for any future cleanings.
So, the key here is to:
- If the client is asking questions, adding services, or making changes, let them know you will have the office contact them. At that time, you will contact the office immediately. The office will make the changes, or let the client know whether we offer what they are looking for as a service.
- Communicate positively with the client what you can and cannot do.
- If a client ever leaves a note, be sure to contact the office to make double sure it is 100% understood correctly. The office will also advise clients not to leave notes, but contact the office instead.
- Always make sure to leave a “Cleaning Checklist” sheet on the kitchen counter on every home.
- Contact the office if you have questions of any kind.
- If the client is home, make sure you say “goodbye” when leaving, unless it is obvious they do not want to be disturbed.
Etiquette with customers on the phone
- Make sure to greet the client upon answering the phone
- Always ask how their day is and how can we help
- The office will also advise clients not to leave notes but contact the office instead.
- If the client is asking questions, adding services, or making changes, let them know we are more then happy to add these services at an additional fee
Sales script link: