50% OF CUSTOMER CANCELLATIONS COME FROM REASONS OTHER THAN POOR QUALITY
TRACKING CUSTOMER DATA AND CUSTOMER’S SPECIFIC REQUESTS WILL DRASTICALLY REDUCE CANCELLATIONS DUE TO ‘ADMINISTRATIVE’ ERRORS
Clients want and need to be treated special and individually. They all have different homes with different needs, even though you perform the exact same cleaning tasks in each home. They all have different entry procedures, pets, supplies requests, etc. We must honor their specific homes and meet their special needs with each visit or they will find another company that can service their home error free.
Use a customer data sheet to log the specific entry procedures, cat or dog names and needs, trash location, furniture polish special requests, alarm codes, etc. Mail or email the Customer Data Sheet with the remainder of the items in the Customer Welcome Package and have the client fill it out and return it to you. That will reduce the potential for any errors in the record based on the client thinking you heard it wrong when they gave their data to you. Include this data sheet as a part of the customer file, whether manual, computerized or both.
Create a Customer Data Sheet or use ours and make the appropriate adjustments for your company. Be sure that this data is given in some form (customer file, check out sheet, etc.) to the cleaning team each time that the cleaner/team cleans the client’s home. To be sure that your cleaning person/team reads the data each time before they clean homes occasionally put in a bonus note somewhere on one of the files/check-out sheets (i.e.. get $5 from the office by returning this sheet to the office).