Last Updated on August 25, 2023 by The ZenMaid Team
WHY TRUST US? The ZenMaid team has eight current and past cleaning business owners, including our CEO and founder Amar, who know the ins and outs of the maid service industry like the back of their hands. They share their expertise with us in product development, with the customer success team, and content, which includes the article you’re about to read. We also partner with some amazing leaders in the cleaning industry, like Debbie Sardone, Angela Brown, Courtney Wisely, Chris Schwab, and more, to provide you with the latest industry insights. The tips and advice you’ll find on our blog have helped our team grow their maid services, and we’re excited to share them with you to help you grow your business too.
Take Your Cleaning Business to the Next Level With These Expert Communication Tips
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Imagine walking into a house that’s just been cleaned. The floors are spotless, the surfaces gleam, and the air carries that fresh, ‘just-cleaned’ scent. That’s the sensation you want your clients to have when they experience the customer service of your cleaning business — a breath of fresh air.
This is where Carlos Mejia comes into the picture. Having built a successful maid service from the ground up, he’s well-versed in the art of delivering top-notch customer service. Drawing from his rich experience, this article covers his tips for best communication practices, leveraging technology, and other strategies that can help your cleaning business shine. Ready to roll up your sleeves and get started? Let’s go.
- Take Your Cleaning Business to the Next Level With These Expert Communication Tips
- 1. Emphasize Responsiveness
- 2. Mastering the Tone of Communication: It's Not Just About What You Say
- 3. Keep in Touch: The Power of Consistent Follow-ups
- 4. Harness the Power of Technology: Streamline Your Business Operations
- 5. Embrace Automation: Work Smarter, Not Harder
- 6. Foster Approachability: The Importance of Being Personable
- 7. Leading by Example: Impart Your Core Values to Your Staff
- 8. Be Proactive: Anticipate and Address Issues
- Wrapping Up
- Your Next Step
1. Emphasize Responsiveness
Client relations thrive on feeling valued and heard. Hence, establishing a culture of responsiveness within your cleaning business is paramount. This principle extends beyond merely responding quickly to queries. It entails efficient, respectful, and well-managed communication. Realistically, you can’t be omnipresent, but you can effectively manage your clients’ expectations and keep the channels of communication flowing.
To illustrate, even a brief message such as, “I’m currently on another job site, I’ll contact you this evening” can substantially mitigate potential client frustration. Ensure your communication, whether for estimates, complaints, or general queries, consistently reminds clients of their importance to your business. Transparency and responsiveness in communication go a long way in constructing an image of a reliable and client-centered business.
2. Mastering the Tone of Communication: It’s Not Just About What You Say
Your tone and approach can influence clients’ perceptions of your cleaning business. Are you respectful and empathetic? Do you swiftly resolve issues? Are you easily approachable? The manner in which you handle client criticism can transform an initially dissatisfied client into a loyal one.
Strive to empathize with your clients, offering sincere apologies when necessary and ensuring their concerns are being addressed promptly and adequately. Professional, courteous, and constructive interactions lay the foundation for healthy, enduring client relationships.
3. Keep in Touch: The Power of Consistent Follow-ups
Follow-ups act as a tangible demonstration of your business’s commitment to maintaining relationships with clients, be they regular, one-time, or former clients. Regular check-ins can help ensure your business remains at the forefront of their minds while also signaling your continued value of their patronage.
Consider implementing a structured follow-up system. At Premier Maids, for example, a “two, two, and two” rule is employed: follow-ups are conducted two days, two weeks, and two months after an appointment. A strategy can help convert one-time clients into regular ones. Offering tailored promotions or discounts during periodic follow-ups may be the key to converting an infrequent client into a more regular one.
4. Harness the Power of Technology: Streamline Your Business Operations
There are so many great tools on the market to simplify and streamline business operations. For instance, ZenMaid is a highly recommended scheduling software that helps keep track of recurring services, automate appointment reminders, and maintain a comprehensive client database. Embracing automation can liberate you to focus on more substantial aspects of your business.
Even better, these software solutions can help create a more personalized service. Remembering a client’s birthday or pet’s name can add a human touch that significantly enhances their experience with your cleaning business. Appropriately leveraging technology can make your job easier and enhance client impressions of your professionalism and attention to detail. So, streamlining with technology is a win-win. Trust us — it’s worth the upfront time it takes to get things set up!
5. Embrace Automation: Work Smarter, Not Harder
In the fast-paced world of the cleaning industry, automation is a boon. It enables you to streamline various tasks – from sending reminders to distributing thank you gifts — saving time and reducing the risk of errors. Automated systems help maintain a sleek, organized, and professional facade for your business while improving the overall service experience for your clients.
Consider using automation tools to track leads and devise effective follow-up systems to re-engage potential clients who initially didn’t opt for your services. With a well-thought-out strategy, these leads can ultimately transform into loyal clients.
6. Foster Approachability: The Importance of Being Personable
Regardless of your cleaning business size, being approachable and personable is essential. Clients have allowed you into their private spaces — their homes — and this intimate setting provides an excellent opportunity to create personal connections. This concept forms the third ‘star’ in Carlos Mejia’s Five Star technique.
A simple yet effective way of achieving this is by sending handwritten thank you notes. In our digitized world, gestures like this go a long way in demonstrating your appreciation for clients. Additionally, quality control checks, if possible, can further this personal connection. Visiting clients’ homes, interacting with them and their pets, and showing a personal interest can leave a lasting positive impression.
7. Leading by Example: Impart Your Core Values to Your Staff
Your cleaners are the face of your business and are directly interacting with your clients. So, it’s really important to train them with your company’s core values in mind. Renowned entrepreneur Mary Kay Ash of Mary Kay Cosmetics once stated, “Everyone has an invisible sign hanging from their neck saying, ‘Make me feel important'”. Ensuring your staff understands and operates with this ethos can significantly improve your clients’ experiences.
8. Be Proactive: Anticipate and Address Issues
In the service industry, facing issues and setbacks is inevitable. The differentiator between exceptional businesses and their counterparts is their dedication to promptly and effectively resolving these problems.
When mistakes happen, take responsibility for it. Show your client that you acknowledge the error, are dedicated to rectifying it, and have measures in place to prevent its recurrence. Clarity and transparency in communication are key throughout this process. This proactive approach not only reassures your clients but also reinforces your reputation as a trustworthy and dependable service provider.
Delivering impeccable customer service is not about a single grand gesture; instead, it’s about consistently getting a multitude of small things right. Whether it’s exhibiting approachability, providing prompt and effective communication, training your staff in line with your core values, or being proactive in problem-solving, every aspect plays a significant role in creating an outstanding customer service experience.
Your Next Step
If you found this article helpful for your maid service, you may also like:
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This talk first aired at the 2019 Maid Service Success Summit. The Maid Summit is an annual online event that brings together the most successful leaders in the cleaning industry, like Debbie Sardone, Angela Brown, Courtney Wisely, Amy Caris, Chris Schwab, and more. Get free access to masterclasses and workshops to help you grow, scale, and automate your cleaning business to get more leads and profit. Make sure you’re on our email list to find out how to get free tickets to the next event.