From time to time your customer may ask you do you a task that falls outside of what you have been hired for. Generally it doesn’t happen all that much, but it will occasionally.
This comes to mind for me because it just happened to me earlier this week. I’ve been on a bit of a good roll with the business so I guess I had it coming.
The account in question is a small little doctors office a bit off the beaten path for us. We clean it because it’s a satellite office for a much larger office a few miles away. Start to finish it may take 20 minutes to clean, maybe 30 on a bad day.
The place is pretty clean on the whole. Not only because we do a good job, but because one or two days a week they have no appointments there. That means some days we drive there for nothing. We still get paid whether they have patients or not so it doesn’t matter to us.
So the other day we arrive to clean and we find a “to do list” from the customer. It had three items on the list. One was a tiny cobweb they asked us to remove. You could hardly see it, but it was there, and YES we did miss it. The next item was asking us to wipe down all the window sills and desks.
This was annoying because they recently had construction work done, and that was the cause of the excess dust. Generally extra work means extra pay, especially when construction work was done, as that falls outside of the cleaning contract. With that said, it was a small office so we just did it.
The last item though really got me fuming. They wanted us to remove the screens and vacuum out the window tracks. That one crossed the line in my book and I had to take a brief walk outside to calm myself. To make a long story short, I just sucked it up and did the work.
I did so because I had to keep the big picture in mind. At the end of the day this account is a cupcake, and there is no use in getting all in a huff over an extra 30 minutes worth of work. If it becomes a trend then I’ll have to address it, but for now I let it slide.
These type situations will happen every now and again and you will have to address them individually. Generally if I have a good relationship with the customer and I know it won’t take too long I just have my staff take care of it. That is just good customer service in my book.
If the work was way out of line and was going to take a good deal of effort then I would not do the work in all likelihood. I would have simply called the customer the next day to tell them that would be an extra charge for the work.
These situations don’t come up all that often, and most work themselves out so don’t fret too much! Having a good working relationship with the customer will keep these occurrences to a minimum.
Like this post? Then subscribe to my RSS feed. Looking for a step by step blueprint showing you how to start your own cleaning business? Check out my Cleaning Business Training Courses. Looking for more cleaning contracts and revenue? Check out my Cleaning Flyers Value Pack. Want to learn how to make money Stripping & Waxing VCT Floors? Check out my VCT Training Course. Need a great website? Take a look at my Cleaning Business Website Packages.