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Residential Cleaning Customers: Be Prepared to Answer Their Questions Navigation: Main page Author: Steve Hanson Are you ready to start your residential cleaning service? Once you've purchased the supplies and equipment, obtained the necessary insurance, and hired your crew you will be looking for clients. Your cleaning customers will have questions for you - everything from the training you give your employees to your rates to what they should do with their pets when you come to clean. Following are questions you should be prepared to answer: 1) Can I trust your company? Are you insured and bonded? Your cleaning company should be bonded and have liability insurance, as well as workman's compensation for your employees. Be prepared with a flyer or document that lists your insurance/bond company and the types of coverage you have. You should also do background checks on all employees. 2) Does someone need to be at home when you clean? This is generally the customer's choice. If the customer will not be home you need to have the key in a safe place and if they have an alarm you will need the alarm code. 3) Do I provide the cleaning chemicals and equipment? As a cleaning company it is your responsibility to provide your own supplies. Purchase professional cleaning chemicals and equipment from your local janitorial supply house. You'll be able to save money by buying quality equipment that will last and economical chemicals that go a long way with dilution control systems, rather than using ready to use products. 4) How do I pay for your services? Make sure you state your payment policies clearly. If you require payment at the time of service, the customer needs to leave you a check or credit card number if they will not be home. 5) Will I always have the same team cleaning my home? You should always try to have the same individuals or team clean the home. This will mean faster cleaning time as your staff will be familiar with the home. It also helps the customer feel comfortable having the same individuals in their home. 6) What if something in the home gets damaged or broken? Accidents do happen. Train your employees to report any damaged or broken items immediately to a supervisor. A note should then be left for the customer explaining about the accident and that your company will take care of the damaged or broken item as soon as possible. 7) How many people will be in the home to clean? Your team should consist of 2-3 individuals. 8) What services does your residential cleaning company provides? List the services included in regular cleaning (vacuuming, dusting, cleaning of kitchen and bathrooms, etc.) and also indicate what special services you provide (carpet cleaning, window washing, etc.) and the additional charges for those services. 9) What time will you clean the home? It may not be possible to give the client the specific time that you will be in the home, but give them the hours you clean, Monday thru Friday, 8 am to 5 pm, and the approximate time you expect to be at their home. 10) Should I do anything before you arrive to clean? Your job is to clean the home. However, you may ask that your customer pick up toys, clothing and other household type items that will slow you down. 11) Do I have to sign a contract? This is a decision you will have to make for your cleaning business. Contracts are helpful as they spell out the responsibilities of both parties. 12) What do I do with my cat? Cats, dogs and other animals, birds, etc. should be in a kennel, cage or other location where they will not get in the way of the cleaning team. Steve Hanson is co-founding member of TheJanitorialStore.com, an online community for owners and managers of cleaning companies who want to build a more profitable and successful cleaning business. Sign up for Trash Talk: Tip of the Week at http://www.TheJanitorialStore.com and receive a Free Gift. Read cleaning success stories from owners of cleaning companies at http://www.cleaning-success.com/ . |
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