Customer Service
Clients
do not want to worry about whether their job is being handled correctly; the
only thing clients want to do is pay you each month and renew your contract for
doing a good job, so they don’t have to worry or start over with a new
contractor. As a cleaning contractor, you should be relieving the building
owner or property manager, not only of cleaning their building, but also of thinking
about cleaning it day in and day out. This lets them focus on running their
business. Again, the customer should never have to call you to tell you how to
do in detail your contracted cleaning job. They should never have to say, “the
trash in the bathroom was never emptied,” “toilet tissue was not stocked,”
“floors were not mopped,” “cleaning equipment was not put in the storage area
after last night’s cleaning,” “front-door glass was not cleaned,” or any such
thing. These are things that the customer never wants, nor should have, to call
you about; you and your staff are supposed to be the cleaning professional who
takes care of all these things without any day to day reminders.
If you get a call from a client, always treat the
caller with respect. They are the source of your business. If they feel that
your staff is not completing a job correctly, you should stay calm, listen, and
assure them that the problem will be corrected. If they feel like they can
count on you to follow through within 48 hours or less, they will stay with
your company and continue to send new business your way.
It is very important when you start a cleaning
business to keep good records of the everyday tasks you do. This protects you
if an area gets dirty right after you cleaned it and left the job site. Your
client might think that you did not do the job. If you have had a supervisor
sign off that you completed the job and did it well, you will never have to
waste time and money doing the same job twice. Remember, time is money in
business.
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