Identifying the Complainers In Your Cleaning Company

According to five different contract cleaners, the following are the six types of complainers most commonly encountered.Charlotte, NC - After a few years in the contract cleaning business, most contractors realize two things: complaints are part of the job, and over time, you realize some complainers fit into certain categories.   While it is true [...]

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. [...]

5 Times When a Penalty Fee is NOT the Best Choice

Consequences are a standard part of a service agreement, so use them to their fullest advantage – as education and incentives for customer loyalty.Do you beat up your customers? My guess is that sometimes you do!  Without meaning to of course.   Have you ever had a customer bounce a check or lock you out [...]

5 Times When a Penalty Fee is NOT the Best Choice

Consequences are a standard part of a service agreement, so use them to their fullest advantage – as education and incentives for customer loyalty.Do you beat up your customers? My guess is that sometimes you do!  Without meaning to of course.   Have you ever had a customer bounce a check or lock you out [...]

3 Things You Must Do to Keep High-End Clients

Critical steps your company must take to get and hold onto your most valuable customersOne of the cleaning jobs I landed when I started my cleaning business was in a larger, high-end home where my employees and I worked side-by-side with the housekeeper.  I’ll never forget the first day we carefully made the beds only [...]

3 Things You Must Do to Keep High-End Clients

Critical steps your company must take to get and hold onto your most valuable customersOne of the cleaning jobs I landed when I started my cleaning business was in a larger, high-end home where my employees and I worked side-by-side with the housekeeper.  I’ll never forget the first day we carefully made the beds only [...]

3 Things You Must Do to Keep High-End Clients

Critical steps your company must take to get and hold onto your most valuable customersOne of the cleaning jobs I landed when I started my cleaning business was in a larger, high-end home where my employees and I worked side-by-side with the housekeeper.  I’ll never forget the first day we carefully made the beds only [...]

Small Problems that Become Big Issues

Find their pain and fix it. Rinse and Repeat. As most cleaning contractors know, there is invariably something that happens or something that is not happening that triggers a client to take bids and consider hiring a new cleaning contractor. Sometimes it’s a rate increase. When this happens, many managers are required to take bids [...]

The Customer Is Always Right, Right?

Don’t believe it, but make sure your client thinks she’s right.Every time I hear this, I cringe because I know the conversation will turn into a discussion about how true the statement is rather than on what it means. Whether it’s true is NOT what’s important. It doesn’t mean that EVERY customer is right about [...]

What Business Are We Really In?

As an industry, we are, and always will be, remembered not for 99% of things we got right, but for the 1% of things we got wrong.At first glance the answer to this question “What business are we really in?” may seem so obvious that it is barely worth addressing, but first glances can often [...]

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