How to keep my customers happy
How To Keep Customers Happy | Professional Cleaning Services
Have you ever asked yourself what the secret was to keeping customers happy?
What about the real definition of customer satisfaction? Or, rather, how to continue customer satisfaction to keep customers coming back?
In the 8 years weve been cleaning 3 of those years professionally i know ive questioned myself. Then suddenly we realized that there was no one size fits all answer to keeping customers happy.
I started a professional cleaning service in the 2012 (In the beginning, it was just me. My husband joined me two years later eventually goung back to the work force this business is not for the wesk hearted!) In the beginning, I thought that how I cleaned one place was how I should clean everywhere else.
That was wrong.
That was a great approach to establishing a cleaning system, but it should not have been considered a method to satisfying customers.
I wasn't considering each customer's unique needs. After all, caring for their individual needs was why I was there in the first place.
I had to realize that customers were just people. People who had individual needs and requested me to fulfill them.
They each had their own personal problems and wanted me to solve them.
Well, I had to quickly come up with a solution. Since my company was growing rapidly, I had to come up with something to keep track of each customer's requests.
I created this template to jot down everything I could think of for each home or everything I could clean in each office.
Although I was only 19 when I started my cleaning service, I had to ask myself, "what makes people happy?" Eventually the answer was: People are happy when they get exactly what they ask for.
Yep, happy customers are people who get exactly what they ask for.
Happy customers are people who are getting what they want. They are getting exactly what you agreed to provide. And, well, I'll be even more honest. They are happier when they get a little extra.
If you promised shiny tiled floors every week. Then they should have shiny tiled floors absolutely every week. If you said that you knew how to keep their copper kitchen sink tarnish free. Then do that. And, remembering to clean the patio door tracks each and every time without reminder, is also important.
Keeping customers happy is doing what you agreed to do for every cleaning.
One other way to keep your customers satisfied is to establish trust when you first meet.
Establishing trust takes time like in any other relationship. And it is just as important in a business relationship.
A trusting relationship is created and then maintained by implementing a series of actions on both parts. Showing up and fulfilling your end of your cleaning agreement is your part essentially. Timely payments are essentially theirs. Over time, things should always operate smoothly with mutual respect and continuous and effective communication.
Trust is the most essential of all components for any customer to have. Once trust is established it becomes your responsibility to maintain it.
For instance, if you or your staff can't show up, contact your customer and inform them immediately. If someone from your cleaning crew breaks something, contact your customer asap. Changing their cleaning tech? Reach out and let your customer know.
Keeping your customers in the know about any and every little thing is definitely a factor of continued trust. DO NOT think little of this.
So, what would a happy customer look like, you ask?
A happy customer is a person who is essentially getting what was promised to them and peppered with little bit extra.
It is a customer who is completely satisfied with your cleaning services and will prefer your business to anyone else's, even if they pay you more money.
A happy customer will brag about you and your services. They refer you to their associates, friends, and family.
Happy customers completely trust you. And it shows.
That's what a happy customer looks like. They look, or better yet, act like they're content and satisfied with the house and office cleaning services you provide.
Like mentioned above, customers like getting what they want... quality house and office cleaning services. If you want to provide more comprehensive cleaning services with your maid or janitorial service, fill out the form below to enter the FREE deep cleaning challenge.
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Customers that are pleased with your work will act like all of the above mentioned and some. They act this way because they are getting what they want. They feel comfortable with you and your staff. They feel that you have their best interest at heart.
They have no doubt about your abilities to perform your duties, your integrity, or your honesty. They completely trust you. These are two ways you can keep your customers happy with your professional cleaning service.
"Sales is all about creating a meaningful relationship that can be the foundation of a lasting business relationship." - Ralf VonSosen
Until Next Time,