Once you get a few cleaning accounts under your belt the next step is keep them happy. This is key because if you can’t do that you’ll be stuck in an endless cycle of always needing new accounts to bring in revenue.
That “cycle” is NEVER going to be broken until you figure out how to make customers happy. While keeping folks happy is multi-faceted (it has as much to do with your relationship with the customer as it does the cleaning), cleaning is still a BIG PART of the equation.
Needless to say I believe the best way to grow is to get a few accounts THEN put “systems” in place to KEEP them happy. Then you can add a few more accounts over time, applying what you learned from the first customers to make the second batch even happier. From there you just REPEAT THIS PROCESS.
When I first started my business I didn’t have too much trouble getting folks to hire me, but learning how to keep them happy was more challenging. It always seemed like I was slipping up in one way or another and getting myself into trouble.
Eventually I started to find my groove and keeping people happy became a lot easier as a result. So with all that said I’ll make mention of 10 things that you need to keep an eye on. If you neglect them you can be sure your customers will fix the issue one way or another.
10 cleaning related issues to avoid
1 Dusty window sills – This may not seem like a big deal, but forgetting to dust (and or wipe) the sills (including the area where the window locks are) will get you in trouble over the long haul. This is EASILY fixable by keeping your eye on it and taking care of it before it gets bad.
2 Edging the carpet – This is something I always keep my eyes on. It’s one of those little details that you really can’t put your finger on yet it makes a big difference. If you just edge a little at a time you will stay on top of this and never get spanked by the customer.
3 Dusty partition ledges – For some reason this gets over looked by far too many cleaning companies. Generally you don’t have to dust them each time, but you do need to give them some attention every once in a while.
4 Coffee stained sinks – This is another of those small details that will sink you (no pun intended) if you don’t stay on top of it. By just using a little touch of cleanser or Soft Scrub you can make the sink shine.
5 Crumbs under the microwave or toaster oven – Just about any appliance that rests on the counter will have crumbs under it. Sadly the vast majority of cleaners don’t take the two seconds it takes to lift the front edge and get rid of the crumbs.
6 Tons of cobwebs – These come in two varieties… high and low. The high ones dangle along the wall, ceilings and from ceiling fans and the low ones build up along baseboards and near entry points (like the front door). Scanning the area while you are performing other tasks will keep you on top of them.
7 Oily buildup on doors and switch plates – All the oil from peoples hands transfer to the surface making for a sticky and unsanitary collection of germs. A damp cloth and some anti-bacterial solution sanitizes and cleans in one fell swoop.
8 Fingerprints on mirrors – It’s so easy to make a mirror shine yet many cleaning companies don’t take the time needed to do so. Some glass cleaner and five or six seconds is all it takes to eliminate this potential trouble spot.
9 Faucets that don’t shine – It doesn’t take all that much effort to make the kitchen and bathroom faucets shine nice and bright. This doesn’t stop some from giving it a half-baked effort. This is another one of those tiny little details that some folks just don’t get.
10 Dirty toilet flanges – While many people don’t have any issue cleaning the inside and outside of the bowl, some completely forget that the toilet reaches all the way down to the floor. Where it bolts to the floor is the real issue, so make sure it gets the attention it deserves.
I firmly believe that if you are doing all the basic cleaning duties as you are supposed to you won’t have that many issues keeping the customer happy. The items I just described are all BASIC STUFF that is easily preventable.
All you really have to do is stay on top of these items and not let them become an issue. This is KEY because the customer may not call you and complain. They may just call another company and give you early retirement.
If anyone has any other suggestions for what we should all be on the look out for feel free to leave some comments below. I’m sure that I left some things out so don’t be shy about speaking up!
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