{"id":3036,"date":"2020-03-19T07:00:00","date_gmt":"2020-03-19T07:00:00","guid":{"rendered":"https:\/\/www.zenmaid.com\/magazine\/?p=3036"},"modified":"2025-05-22T03:15:03","modified_gmt":"2025-05-22T03:15:03","slug":"top-customer-service","status":"publish","type":"post","link":"https:\/\/www.zenmaid.com\/magazine\/top-customer-service\/","title":{"rendered":"The Simple System for Top Customer Service for Cleaning Companies"},"content":{"rendered":"\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Demystifying Customer Service with Faye Horton\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/0ppQAamOnHI?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n\n\n\n\n<p><strong>In this article you will learn the simple process for how to:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>improve your customer service skills<\/li>\n\n\n\n<li>create consistency in your customer service<\/li>\n\n\n\n<li>build relationships with cleaning clients&nbsp;<\/li>\n\n\n\n<li>show gratitude to secure recurring cleaning clients<\/li>\n<\/ul>\n\n\n\n\n\n<div class=\"wp-block-spacer\" style=\"height: 91px;\" aria-hidden=\"true\">\u00a0<\/div>\n\n\n\n<h2 id=\"heading-1\" class=\"wp-block-heading\">What is C.H.A.T. ?<\/h2>\n\n\n\n<p>C.H.A.T. is a system to develop a strong relationship with your cleaning clients through excellent customer service.&nbsp;<\/p>\n\n\n\n<p>Once you have <a href=\"https:\/\/youtu.be\/cLVna8LttTg\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>identified your target cleaning clients<\/strong><\/a> and the neighborhoods you will be working in, you can easily implement the C.H.A.T. system.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh5.googleusercontent.com\/gzir-VwNORu7ZbwArMX9eydWFv_IrCFIoHl7W3e1R-lWT9wEcU3YB7L2p7ZVkyqn_KV-AAt1PnnybxgatW2n6SBFkIW5JIwDR9Sx4BFoaQEKJkhXTRWIVxQg-HMAKA_acvH5FuhO\" alt=\"cleaning customers,cleaning clients,customer service,maid service,cleaning company\"\/><\/figure>\n\n\n\n<p>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.&nbsp;<\/p>\n\n\n\n<p>Start your relationship out strong finding out these details <a href=\"https:\/\/www.facebook.com\/watch\/?v=547351309164393\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>about your cleaning client<\/strong><\/a>, and recording these notes in a file for easy access.&nbsp;<\/p>\n\n\n\n<p>Some of these details may seem small (like remembering their cat\u2019s name or their dog\u2019s gluten-free diet) but to the cleaning client, it shows that you&#8217;ve been paying attention.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh4.googleusercontent.com\/3FPIw9dYliGtElw4pWHa4xSwqqdgqksPQsCLJgHKWAtgzEVwuCbrrjspmLnBeVGfnZEnBpZr8h2KvwVgfRFcO-RcBeLaJzAWb0bNGdSZbIs98F5KJPG9NIhOmmH_RwNTvHOe7LSE\" alt=\"cleaning customers,cleaning clients,customer service,maid service,cleaning company\"\/><\/figure>\n\n\n\n<h3 id=\"heading-2\" class=\"wp-block-heading\">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.&nbsp;<\/h3>\n\n\n\n<p>From here you can focus on the <a href=\"https:\/\/www.zenmaid.com\/magazine\/creating-a-self-running-cleaning-business\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>upscale cleaning and quality service<\/strong><\/a> that your Maid Service provides to your clients.&nbsp;<\/p>\n\n\n\n<p>Be sure your cleaning staff is energetic, efficient, on time, well-trained and fully prepared to represent your professional home cleaning company.&nbsp;<\/p>\n\n\n\n<p>Now, let\u2019s 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.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/eW45mTw4Z1ANt-I09A8cYxRwTebkOG_UPaRJOTMEjM0DF63XUNu-lxrq8pJjJPaGphYaA7qURppMDN-cTi4FweRzzZKGtizwf4LjL7p-F4J3ammyZcKkieOZMdElgbqNR6bhwkIm\" alt=\"cleaning customers,cleaning clients,customer service,maid service,cleaning company\"\/><\/figure>\n\n\n\n<h3 id=\"heading-3\" class=\"wp-block-heading\">\u201cC\u201d is for customer engagement&nbsp;<\/h3>\n\n\n\n<p>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.&nbsp;&nbsp;<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>Doing a walkthrough is also helpful because you will then have the opportunity to see if there is <a href=\"https:\/\/easywaymaids.com\/blog\/most-commonly-missed-areas-by-maid-services\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>anything that was missed<\/strong><\/a> so that you can correct it before it becomes a negative review or a lost client.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh5.googleusercontent.com\/uvzZ8xqnI1swm3edMf0a9T7ljmEtB0ix7FsnwXkWY4yXLTjrMw_kGciBWSvL_T0AlmUIoqipsHZYrHUF7zUZWM8n8W2zL66XWwkdV5Mz562uXNtUadDsnCxPZijc8M4OBr2s_7El\" alt=\"cleaning customers,cleaning clients,customer service,maid service,cleaning company\"\/><\/figure>\n\n\n\n<h3 id=\"heading-4\" class=\"wp-block-heading\">\u201cH\u201d is for happiness<\/h3>\n\n\n\n<p>When people want to have their home professionally cleaned, often it is because of a desire to make their lives easier and happier.<\/p>\n\n\n\n<p>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.&nbsp;<\/p>\n\n\n\n<p>Keep in mind that although <a href=\"https:\/\/www.myhousecleaningbiz.com\/public\/How-Much-Time-Will-It-Take-To-Clean-A-Home-108.cfm\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>efficiency is important<\/strong><\/a>, so is quality work and it is not meant to be rushed through.&nbsp;<\/p>\n\n\n\n<p>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.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>&#8220;A clean home is a happy home&#8221; &#8211; Faye Horton<\/strong><\/p>\n<\/blockquote>\n\n\n\n<p>&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh5.googleusercontent.com\/ZNei7Msf2EG3x9UgzmZnP8yMzCWjLMVG16yDpzFakQEpbnEO7DQiS8ZO6A7zPtP5ZMNs4HgKwjCksqOLTuzy_Cj1vHAXAao7iKxruOy_fnZrF3gKpqFZaE9G6YYTqSw7mGVAYBkY\" alt=\"cleaning customers,cleaning clients,customer service,maid service,cleaning company\"\/><\/figure>\n\n\n\n<h3 id=\"heading-5\" class=\"wp-block-heading\">\u201cA\u201d is for appointment reminders<\/h3>\n\n\n\n<p>\u2018A\u2019 is for appointment, but really it\u2019s for \u2018recurring cleaning clients\u2019.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Now that the customer is happy with the cleaning service you\u2019ve provided, you want to say (not ask) when their next appointment is.<\/p>\n\n\n\n<p>When you, or your cleaning team, is wrapping up the cleaning, you simply say, \u201cso our next appointment will be on [date]\u201d (based on the frequency of this customer\u2019s service, weekly, bi-weekly, monthly).&nbsp;<\/p>\n\n\n\n<p><a href=\"https:\/\/www.facebook.com\/groups\/zenmaidmastermind\/\"><img decoding=\"async\" src=\"https:\/\/www.zenmaid.com\/wp-content\/uploads\/2019\/05\/FB-group-banner.png\" \/><\/a><\/p>\n\n\n\n<p>If the customer is not there when you leave, simply leave a card with a note that says, \u2018Your next cleaning appointment is on [date].\u201d<\/p>\n\n\n\n<p>Leave <a href=\"https:\/\/fitsmallbusiness.com\/cleaning-business-cards\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>two business cards<\/strong><\/a> so that they can hand those out to friends or neighbors who may also be looking for a professional cleaning.&nbsp;<\/p>\n\n\n\n<p>Let your cleaning client know about any <a href=\"https:\/\/youtu.be\/mcCvsdjlIUI\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>referral discounts<\/strong><\/a> that you may offer if they give you a qualified referral.&nbsp;<\/p>\n\n\n\n<p>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.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh3.googleusercontent.com\/_gTV68KPh7naUSZ8xf18lUjOcClbuBXJU54UuJLDlxNY-shDEoIaWaB1FkTRoX-DdZPn-MXH69rMhK_8oBjWf1UTGl4gnS5_f_2mZWwarFUsvpOQb3BrNMV1Ih7pri9vgs0vbsQm\" alt=\"cleaning customers,cleaning clients,customer service,maid service,cleaning company\"\/><\/figure>\n\n\n\n<h3 id=\"heading-6\" class=\"wp-block-heading\">\u201cT\u201d is for Thank You!<\/h3>\n\n\n\n<p><a href=\"https:\/\/www.inc.com\/michael-kay\/why-expressing-gratitude-is-crucial-in-business.html\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Express gratitude<\/strong><\/a> for their patronage with your Maid Service and thank the customer genuinely.<\/p>\n\n\n\n<p>Always be thankful for having the opportunity to provide great service to a new or recurring cleaning client.&nbsp;<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>You\u2019d be surprised how much this simple step can do for securing recurring clients and improving sales.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/UlJbS9bA9469XJFXIzqR1Q2Ibb3M2-di9PGdqz48gsu4quh_3qlFbZZgBLo6QRqcgJ7r2H8lqT8UvWMAs6O7cr-UjbIrv2BqThsMFoft2hLw9AzhxsZky0JHHBH63QC3U84d-Sk1\" alt=\"cleaning customers,cleaning clients,customer service,maid service,cleaning company\"\/><\/figure>\n\n\n\n<p>\n\n\n\n<\/p>\r\n<p><strong>About the presenter<\/strong><\/p>\r\n<p>Faye Horton is the co-owner of <strong>N H Horton Cleaning Inc<\/strong>, a cleaning business with locations in 3 different states.\u00a0<\/p>\r\n<p><strong>\n\n\n\n<\/strong><\/p>\r\n<p>Faye is also a Certified Educator and the founder of <a href=\"https:\/\/fayeteaches.com\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Faye Teaches<\/strong><\/a> where she works with other cleaning business owners helping them to increase sales, develop marketing strategies and find freedom from the 9-5.<\/p>\r\n<p><strong>\n\n\n<p>Much of her success she attributes to her trademarked system <strong>C.H.A.T<\/strong>., which helps guide owners to start and grow home cleaning business with great customer service.<\/p>\n\n\n<p><em>This talk first aired at the 2019 Maid Service Success Summit.<\/em><\/p>\r\n<p>\n\n\n\n<\/p>\r\n<p><em>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 that will help you to grow, scale and automate your cleaning business so you can get more leads and create more profit. Make sure you\u2019re <a href=\"https:\/\/www.zenmaid.com\/newsletter\/\" target=\"_blank\" rel=\"noopener\">on our email list<\/a> to find out how to get free tickets to the next event.<\/em><\/p>\r\n<p>\n\n\n\n\n<\/p>\n<p><!--EndFragment--><\/p>\n<p>\n\n\n<\/p>\r\n<p>Check out these other helpful articles on the ZenMaid Magazine:<\/p>\r\n<p>\n\n\n<ul class=\"wp-block-latest-posts__list wp-block-latest-posts\"><li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/www.zenmaid.com\/magazine\/what-your-cleaning-business-needs-in-a-cancellation-policy\/\">What Your Cleaning Business Needs in a Cancellation Policy<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/www.zenmaid.com\/magazine\/why-i-switched-from-hourly-to-flat-rate-after-7-years\/\">Why I Switched From Hourly To Flat Rate After 7 Years<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/www.zenmaid.com\/magazine\/why-ryan-williams-started-a-cleaning-business-from-working-at-zenmaid\/\">Why Ryan Williams Started a Cleaning Business From Working at ZenMaid<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/www.zenmaid.com\/magazine\/9-scripts-for-upselling-add-on-cleaning-services-during-visits\/\">9 Scripts for Upselling Add-On Cleaning Services During Visits<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/www.zenmaid.com\/magazine\/bundling-services-to-increase-average-job-value\/\">Bundling Services to Increase Average Job Value<\/a><\/li>\n<\/ul>\n\n","protected":false},"excerpt":{"rendered":"<p>In this article you will learn the simple process for how to: 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.&nbsp; 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. [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":3245,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"none","_seopress_titles_title":"Top Customer Service for Maid Services  %%sitetitle%%","_seopress_titles_desc":"Wow your cleaning customers! Learn Faye Horton&#039;s patented CHAT customer service method for Maid Service owners. 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