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Do More Than the Minimum To Keep Clients Happy and Boost Sales

To become and remain competitive, you’ve got to know what your competition is likely offering – so you can do more and better.

When 75% of an industry is doing the same thing, that thing (or collection of tasks) becomes a standard – no longer a competitive advantage but is simple the minimum level of service. So to start with, CleaningBusinessToday.com asked “What’s on your base task list?” in an effort to better define the most basic possible scope of work to give guidance to young businesses as they are getting started and working out the kinks and on their unique selling propositions.

We know that the list can change, especially so for companies specializing in customization. But everyone seems to have a basic task list; otherwise, no one would have a place to start with training, which we all seem to agree is the real core of each company’s competitive advantage.

So what stacks up as the Basic Weekly Scope of Work for Residential Cleaning? These are the minimum expectations, based on earning at least a 75% adoption rate by survey participants. (Click here or on image to see Table 1.)

The question remains what to do with all of the things on your list that might be now considered extra when compared to the minimum scope of work. Here are some suggestions:

  1. Keep them right where they are and highlight them as points of differentiation between you and your local competitors.
  2. Use them to create levels (basic, plus, premium, custom) of service to more easily show the value of cleaning in a home.
  3. Reserve some of the lowest cost/lowest time options for a WOW list that you can turn to when you want to thank or surprise a loyal customer, reward someone for a referral, or add on in a service recovery (complaint) situation.
  4. Create a Custom or Add-on list of services for which you charge a little bit more – because it takes longer and a little more training for your techs to get it right.
Here are the things you can use to boost your base or additional service options (Click here or on image to see Table 2.)
Scope of Work Chart
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