Communicating With Your Commercial Cleaning Customers
“Communication – the human connection – is the key to personal and career success.”
Paul J. Meyer
Communication Retains Commercial Cleaning Customers
Communication is essential to having a satisfying and lasting relationship with your customers. Understanding what the needs and goals of your customers put both parties on the same page; allowing you to deliver the quality of services that your customer is looking for and fix problems immediately.
If you have been in the cleaning business for a while, you are well aware that there are going to be unexpected problems and situations. Regardless of how thorough your cleaning technicians may be, even the best cleaners miss things now and then.
You want all your cleaning customers to feel comfortable talking to your cleaning technicians and you want to make it as simple as possible for them to contact your company, should an issue arise. You want your customers to feel at ease communicating with you and your employees before things heat up, and you lose them.
Different Strokes for Different Folks
Just like every building you clean is different, so will the customers you will be making contact with and working with. One person's idea of cleanliness may be another person's idea of filthy. It is your responsibility to determine what they want and what they are looking for in a cleaning company.
Before taking on a new customer, it is important to specify what services are to be included in their cleaning service. As you walk through the building with the customer discussing the specifications list of what will be cleaned, be sure to ask plenty of clarifying questions. For example, "so you DON'T want us to dust any of the conference room desktops?"
For new customers, depending on the current condition of the facility, you should explain that you may need to charge extra for the first-time cleaning so you can get the building up to the level of quality and cleanliness they're looking for.
Provide your customer with a written cleaning specifications list so they know what is covered during their routine cleaning. Your specifications list may also include the additional services you can provide such as carpet cleaning, hard floor maintenance, or window washing, the fees for those services, and how much advance notice you need before taking on additional services.
Welcome aboard new client! Now what? You've got a new customer, so you want to get them started by providing them with a Welcome Packet of documents that explain what they can expect when working with your cleaning company. Remember, it's all about communication, whether verbal or written.
Things you should include in the welcome packet should be a welcome letter, customer guidelines, a list of additional services you provide, supply/equipment usage, certificate of insurance, quality scorecard, non-solicitation agreement, payment agreement, and work orders (this information may also be included in your proposals).
Proposals and Simple Agreements
Preparing a professional cleaning proposal will go a long way toward making your customers realize that your company has a lot to offer. Along with specifying the services you will be providing, a cleaning proposal gives you the opportunity to show them that you are not a fly-by-night cleaning company, but a professional service. The proposal is also the place to specify the specific tasks that you will be performing on a routine basis and what "added services" you can provide your customers.
While an oral agreement is better than nothing, cleaning companies should use proposals when signing up new customers. Written and signed agreements provide the customer and cleaning company with a document stating the expectations of both parties.
Unexpected Cleaning Requests
You may need to explain to your customers that your crews are scheduled to clean several buildings on a particular day and therefore, any added services or tasks must be requested in advance. The advanced notice allows you to schedule any additional time at the facility for your cleaners and they will have the right supplies and equipment for the job.
Accidents
Good communication is also important in the case of accidents, mishaps, or broken items. Instruct your employees to leave a note whenever a problem or accident occurs, and to contact you or their supervisor immediately to make them aware of the situation. Have the employee fill out the pre-printed Damage/Breakage Report and submit it through the proper channels.
Recognizing Additional Cleaning Opportunities
Your cleaning technicians can also leave notes through the customer communication log if they notice additional tasks that need to be done. Is it springtime and the windows need washing? Are the carpets looking soiled and need cleaning? This not only shows the customer that you care about the cleanliness of their building but can also lead to additional services you can provide and charge for.
Cancellations
Canceled or missed scheduled cleaning services can cause problems if you don't communicate with your customers about your policies. Outline your cancellation policy in your customer contract or welcome packet and discuss it with your customer so they are fully aware of your policy. Conversely, if your employees miss a cleaning service, you need to have a policy in place that will keep the customer happy and satisfied.
Establishing The Point of Contact
You cannot believe the number of times we have been asked about what to do when a customer's staff or personnel has instructed their cleaning technicians to do something completely out of the ordinary or beyond the cleaning specifications listed on the contract. If you clean commercial buildings, you will most likely encounter something along these lines.
This is something that you may want to address in your welcome packet or on an “as-needed” basis. Usually a quick phone call to the owner, facility manager, or contact person explaining that any changes to the routine cleaning will need to be made directly from them, the person that hired you.
Regardless of the form; verbal, electronic, or written, communication is key for your cleaning customers and your cleaning company. Long-lasting business relationships are built on solid and effective communication channels. It builds and strengthens the rapport from day one…it outlines expectations and puts out the “fires” before and after they flame up. Oh, one more thing, don't make communication a one-way street. Just because you haven't heard from a customer doesn't mean everything is hunky dory. Pick up the phone, give them a call, and ask for their feedback on the services you are providing.
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Customer Service Training Program for Cleaning Technicians (PDF Download) Not only is it important for you to handle customer complaints in a professional manner, but it's just as important for your cleaning staff. Your customers generally judge you, your reputation, and your quality of service by the way your employees handle themselves and deliver on the promises you make. Do your employees really know how to represent your company in the way you want it to be represented? They will with the correct training! The Customer Service Training Program for Cleaning Technicians will pay big dividends with your customers! Why is customer service training so important?
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