How To Keep Commercial Cleaning Clients Happy
According to an article in Forbes, it can cost five times more to acquire a new customer than to simply retain a current one. With this knowledge, it’s clear to see that keeping your commercial cleaning clients happy is vital to the success of your business. However, among all the other things to do for your commercial cleaning business, figuring out how to enhance your customer experience can fall to the bottom of your to-do list.
To make it as simple as possible, we’ve outlined tactics to promote customer satisfaction from the beginning of the customer relationship right through to post-cleaning.
At the Beginning of The Customer Relationship
Customer relationships begin before contracts are even signed. Though tempting, don’t take on every customer if they are not right for you. Instead, focus on customers that require services that you can deliver, have a budget that aligns with your pricing and is easy for you to work with. If you have a feeling that the customer will not be satisfied with the way your commercial cleaning business works, it’s best to politely decline.
Clarity means everything – you want your commercial cleaning clients to feel like the process was so simple, they barely had to think about it! The best way to do this is to outline the entire commercial cleaning service process, from contracts to timeline to feedback. By doing this, you demonstrate that your commercial cleaning business was built with the customer in mind and that you acknowledge just how valuable their time and efforts are. That’s why you’re here after all.
During The Cleaning
One thing that you should always have at the back of your mind when working with your commercial cleaning clients is the principle: under-promise and over-deliver. For example, when quoting the client, offer a certain level of service that you can easily provide and that meets their needs. But, when it comes time to actually deliver the service, find ways to go above-and-beyond what they’ve asked for at no extra cost.
Once a customer sees your attention to detail and care for their needs, you will be sure to have a recurring customer.
Going green is another way to add value to your customer’s experience. This shows care for the environment but also for their health since you’ve chosen natural products instead of harsh chemicals.
Happy customers also happen when your crew are happy ambassadors for your business. As such, it’s important to build a team that is aligned with your mission and values. This begins with hiring but extends to the kind of workplace culture that you and the rest of the team encourages. Some great ways to create a positive and productive workplace culture is by encouraging your employees’ growth and empowering your staff to take high-quality commercial cleaning and customer satisfaction into their own hands.
In addition, we recommend that you be conscious of your workplace culture, which includes showing appreciation for your staff’s hard work.
After The Commercial Cleaning
Relationship strength is promoted by human connection. Even once the cleaning service is complete, we always recommend that you keep the communication lines open and let them know that you’re open to feedback and care about their satisfaction. When customers see your level of care by following up post-cleaning and remaining eager to ensure their satisfaction, you will be memorable in their eyes.
If you decide to encourage feedback, you must learn how to take criticism professionally and respond accordingly. Unfortunately, criticism is inevitable, so this aspect of your commercial cleaning client experience is vital. When criticism comes your way, don’t take it personally. Instead, make your customers feel heard, even if you don’t agree. This means listening to the feedback and, honestly, determining if the feedback is valid. From there, use empathy and offer up solutions that you can provide, whether it’s a free cleaning, a partial refund, or another solution that works for your commercial cleaning business.
Want Help With Your Customer Experience?
JAN-PRO franchise owners have access to customers that JAN-PRO acquires, which eliminates much of the heavy lifting in getting customers. From there, JAN-PRO offers a variety of resources to help you deliver an unforgettable commercial cleaning service, including customer service assistance, leaving you with happy clients.
JAN-PRO franchise opportunities give you access to countless resources, including cutting-edge tools, training, and a strong reputation. To learn more about becoming a franchise owner with JAN-PRO, contact us online or by calling 1-888-724-1906.