In a service business, the connection to your customers is everything. Their needs and their gratification with your service are what build your revenue and reputation. For this reason, every cleaning company should strive for customer service that goes above and beyond expectations and helps to build strong relationships with long-term clients. Nevertheless, customer service is not a single package or software you can install. It is an idea of business that lets customer satisfaction form business actions. When you provide a service that takes you into people’s houses or offices, courteous and service-oriented practices are particularly significant. Here are ten useful guidelines for outstanding customer service:
1 Multiple Contact Channels
Most successful field service businesses now have an online presence, as well as the traditional phone lines. The best way to be available to contemporary clients is to provide service across multiple contact channels. While you should still have someone observing the phones, you also need to monitor email and popular social media sites. Many people prefer to and primarily connect through places like WhatsApp, Twitter and Facebook and will logically try to contact your business profile in order to schedule service.
2 Have an Open Schedule
By the time most people call a cleaner, their situation has often already gotten out of hand. This means that most of your clients will need your service as fast as you can manage. One of the unexpected consequences of success is overbooking, which can actually have a negative effect on your business. If a client needs you right away but you’re booked up until next week, they will seek another service. You do not want to lose business. A trustworthy service scheduling practice is to keep a few slots open each week for last minute work demands.
3 Weekends and Nights
Your clients will most likely be working people who are often unable to get away from their jobs during normal weekend hours. In order to make your service suitable to the customers, make sure to be available on weekends and have a few slots open for after 6 pm on weekdays.
4 Offer Remote Support
By providing professional field service in the form of remote support, you can create the middle step between DIY and scheduling an appointment. Even remote cleaning service will find themselves answering calls about end of tenancy cleaning and carpet cleaning jobs. To top it off, if a project gets out of hand, you’re already on the phone or chat program ready to offer your professional cleaning services.
5 Blog Helpful Tips
A useful archive of online industry articles works for the same reasons as remote support. People prefer to fix problems for themselves and will often start seeking a service by researching DIY methods. This is why we try to update this blog as much as we can with useful information about the cleaning industry for clients and staff. By doing so you will draw people who have already begun the customer journey toward filing a work order. Consider someone with a last minute move out deep clean. First, they will look up on how to do an end of tenancy clean and when they realize it is actually so much hard work and do not have time and energy, they will call a company like Splashernet. If they have already been reading guides on your website, it’s much more likely you’ll be the one they call.
6 Arrive Always on Time
Clients time is important, and often their personal schedules are very tight. With the sit-com reinforced tradition of the everlastingly late service employees, you can show the true professional side of your field cleaning service business with perfect punctual timing. Arriving too early or too late will often serve to embarrassment your clients as they won’t be ready for you or available yet while arriving late could delay them from the following responsibility. However, since traffic is variable, leave early and bring a reading device. If you are in mobile contact with the clients, let them know on the occasion you’re ready early, just in case they do want to get started right away.
7 Be Patient with Customers
Because of the often-last-minute nature of calling for a home or office cleaning service, it’s not unusual for people to be nervous, distressed, and even angry both when calling to make a booking and then with the service staff when they arrive. The greatest way to manage this is with calm professionalism. Answer their questions but don’t let their emotions affect you. Typically, they are just upset about the situation and it’s nothing personal. When you fix the issue and they calm down, they will remember you for your cool-headed management of a circumstance that flustered them badly and be grateful for your expertise.
8 Explain Your Process
Specifically, in the case of technical cleaning work, many customers want to understand the system you’re working with and will hang around while you work out of interest. If a customer appears to be lurking or wanting to chat idly, you can make friendly conversation they will love to hear by explaining what you’re doing and why it works. This will engage the natural joy of learning, satisfy their curiosity, and highlight your skills as a professional in your industry.
9 Give Parting Advice
Amicable communication between you and the clients is important and having a memorable way of closing the interaction is both stimulating and valued. Try giving your clients a useful piece of parting advice. What it is can depend on the work you’ve done for them, what you and the clients discussed during the appointment, or something you noticed and thought would be helpful along the way.
10 Ask for Feedback
If you want to endure improving your customer service technique (and who doesn’t?), make sure to collect information from clients after each completed work order. There are dozens of ways to get feedback in the information age, from a conversation in their hallway to a rating on google and your best bet for collecting both customer experience data and positive online reviews is by asking clients to rate you, often via email, after their service is complete. Their responses will tell you a lot about where you can improve and what you are doing right.
The most important thing about running a cleaning business is that you are going into people’s offices or homes. Cleaning services have to remember the kind of respect and care required of being in a private residence. When you treat your clients as a treasured part of your business, they will remember you for high-quality customer service and as a valuable member of your industry. For more information about building strong customer service policies for service businesses, contact us today.