CUSTOMERS NEED POLICIES TOO OR THEY WILL ‘WALK ALL OVER YOU’
INCLUDE THEM IN YOUR WELCOME PACKAGE WORDED IN AN INFORMATIONAL FORMAT-DON’T FORGET TO LIST THE POSITIVES!
Just like you need rules for your employees, you need rules for your clients. You need to inform them of the rules (and the reasons why you have them) as soon as they book with your company. They will appreciate your candor, generally follow your rules and not have any last minute surprises thrown at them.
Your client policies need to cover your company, financially, and your employees in terms of safety. Things like ‘no shows/lock outs’ from your clients, returned NSF checks, syringes and illegal substances need to be covered before you start cleaning your client’s home. The client needs to know that you are reliable, 100% guaranteed and the time limit to utilize their guarantee.
Write your client policies in an organized, friendly and professional statement letter and include it in the welcome package that you mail or leave for your client. Write your own or use ours and make the appropriate adjustments for your company.
One page description of service reliability, service charge, safety issues, guarantee, added optional features etc. Companion piece to Welcome Letter to Clients of Cleaning Services.