The article below is based on a talk given by Faye Horton at the 2019 Maid Summit.
This event was hosted and organized by ZenMaid for Maid Service owners to learn from cleaning industry experts and to improve their businesses.
Check out replays of talks from Faye and over 40 other cleaning industry experts at MaidSummit.com
About the Presenter
Faye Horton is the co-owner of N H Horton Cleaning Inc, a cleaning business with locations in 3 different states.
Faye is also a Certified Educator and the founder of Faye Teaches where she works with other cleaning business owners helping them to increase sales, develop marketing strategies and find freedom from the 9-5.
Much of her success she attributes to her trademarked system C.H.A.T., which helps guide owners to start and grow home cleaning business with great customer service.
In this article you will learn the simple process for how to:
- improve your customer service skills
- create consistency in your customer service
- build relationships with cleaning clients
- show gratitude to secure recurring cleaning clients
What is C.H.A.T. ?
C.H.A.T. is a system to develop a strong relationship with your cleaning clients through excellent customer service.
Once you have identified your target cleaning clients and the neighborhoods you will be working in, you can easily implement the C.H.A.T. system.
Remember that each cleaning client will have different cleaning preferences for their homes as well as unique product preferences, allergies and inhabitants like children or pets.
Start your relationship out strong finding out these details about your cleaning client, and recording these notes in a file for easy access.
Some of these details may seem small (like remembering their cat’s name or their dog’s gluten-free diet) but to the cleaning client, it shows that you’ve been paying attention.
Small acts like this will go a long way to build trust and help the cleaning client to feel more comfortable having you in their home.
From here you can focus on the upscale cleaning and quality service that your Maid Service provides to your clients.
Be sure your cleaning staff is energetic, efficient, on time, well-trained and fully prepared to represent your professional home cleaning company.
Now, let’s break C.H.A.T. down even further so that you can understand each step of this simplified process to increase the profit potential for your Maid Service.
“C” is for customer engagement
After the cleaning job is complete, you (or your cleaners) should go on a walkthrough with the cleaning client to be sure nothing was missed.
If for whatever reason the cleaning client is not available or present for the clean, then give them a call to schedule and do the walkthrough ASAP.
This additional step is important when finishing up a quality cleaning job because you want to gather feedback and gauge the satisfaction of the cleaning client.
Doing a walkthrough is also helpful because you will then have the opportunity to see if there is anything that was missed so that you can correct it before it becomes a negative review or a lost client.
“H” is for happiness
When people want to have their home professionally cleaned, often it is because of a desire to make their lives easier and happier.
These cleaning clients are trying to remove some stress from their daily lives, so make it worth their while by showing them how cleaning your home and having it professionally cleaned are two very different things.
Keep in mind that although efficiency is important, so is quality work and it is not meant to be rushed through.
Show your cleaning client that their house is valued and provide them with that moment of true happiness when they arrive to see a freshly cleaned home.
“A clean home is a happy home” – Faye Horton
“A” is for appointment reminders
‘A’ is for appointment, but really it’s for ‘recurring cleaning clients’.
Now that the customer is happy with the cleaning service you’ve provided, you want to say (not ask) when their next appointment is.
When you, or your cleaning team, is wrapping up the cleaning, you simply say, “so our next appointment will be on [date]” (based on the frequency of this customer’s service, weekly, bi-weekly, monthly).
If the customer is not there when you leave, simply leave a card with a note that says, ‘Your next cleaning appointment is on [date].”
Leave two business cards so that they can hand those out to friends or neighbors who may also be looking for a professional cleaning.
Let your cleaning client know about any referral discounts that you may offer if they give you a qualified referral.
Note: provide your cleaning client with their own business card when you arrive so that they can easily contact you to schedule or rearrange appointment times.
“T” is for Thank You!
Express gratitude for their patronage with your Maid Service and thank the customer genuinely.
Always be thankful for having the opportunity to provide great service to a new or recurring cleaning client.
At this point, they have been engaged, they are happy, the cleaning client has set another appointment and they are working to get you referrals, so be sure to say thank you.
You’d be surprised how much this simple step can do for securing recurring clients and improving sales.