IF YOU WANT YOUR CLIENTS TO REMARK TO OTHERS ABOUT THEIR CLEANING EXPERIENCE WITH YOUR COMPANY THEN YOU NEED TO LEAVE THEM WITH A REMARKABLE EXPERIENCE
THE QUALITY OF THE CLEANING IS ONLY 50% OF THAT EXPERIENCE
There are a lot of steps involved in leaving a client with a remarkable experience when it comes to cleaning their home. The quality of the cleaning itself is only 50% of a remarkable experience. The other 50% comes from both the office staff and the cleaners paying very close attention to administrative details. You must cover your administrative processes with your cleaners before they enter a client’s home so you are sure that they will make a single mistake with the key, alarm, pets, etc. Remarkable experiences are remarked about and are the beginning of referrals and a self-perpetuating company.
Create a list of the items that you need to cover with a new employee before they leave for their cleaning day representing your company. Go over each item detailing the process and/or policy in your company. This should be things like dress code, cell phone use, location of client specifications, etc.
You MUST go over the following items with a new employee before they go to any client’s home if you want each and every one of your cleanings to be a remarkable experience for your client. That is how you build a remarkable company.
- Appropriate Dress Code
- Name Tags
- Hair Requirements
- Cell phones
- Restricted use of client equipment
- No food or drink in home
- Introduction to Client
- Be on time
- Read client data and comments
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