Having open lines of communication between you and the customer is always a good idea. It allows you to keep your finger on the pulse of the account in a sense.
One way to foster that communication is through the use of communication log books. These are really nothing more than a notebook of some kind that is kept at the job site where it’s easily accessible.
If we use one on a site it’s normally kept in the supplies closet. Keep in mind it can be left at anywhere you and the customer think it will work best. It could be on the managers desk or hanging on a clipboard somewhere. As long as everyone knows where it is!
Although communication log books are a good idea, I must admit that I don’t use them very often. I’ll go a step further and say I don’t promote the fact that I use them in any marketing info and I don’t bring it up with the customer when meeting them generally.
I was always afraid that these books would become filled with “extra work” that the customer wanted done, or to pick out tiny details that may or may not be covered under the general cleaning we are providing. In other words I didn’t want to go looking for more work.
I only really use them for two reasons. The first one is if the customer brings it up somehow, either before they become a customer or afterwards. In this case I agree and go out of my way to make it work. After all, we are there to serve them!
The second reason I’ll use them is when we are having issues keeping the account in satisfactory condition. Though this doesn’t happen too often, every once in a while you’ll run into an account that is a riddle you can’t solve for some reason.
When this happens my default solution is to try the communication log book and see if that will work. Admittedly I’ve had my success and failures over the years using them. Sometimes the book just fills up with more complaints while other times it slows them down to a trickle.
What I’m sharing is just my personal experiences. Maybe if I used them all the time from day one in my business I would have been better off, who knows! So I’ll wrap this up today by asking YOU a few questions. Your answers are invaluable, so don’t be shy.
QUESTIONS: Do you currently use a communication log book? What are your experiences using them? Do they help or hinder you in your attempt to be a better cleaning company? At the end of the day do you think they are a good idea for your business? Share your comments below and get the conversation started!
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