Customers you can't please.
Oh yes, we all have some of those.
Let's talk about that today.
Hi there, I'm Angela Brown, and this is Ask a House Cleaner.
This is the show where you get to ask a house cleaning question,
and I get to help you find an answer.
Now, today's show is brought to us by HouseCleaning360.com
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Okay, on to today's show, which is from a house cleaner who has customers she can't please.
Here's what she has to say.
Speaker 2: Hi Angela, my question today is when you go to clean for a client and you
do the very best that you can and you feel good about the job that you have done, but
the client comes in and starts nitpicking and claiming that certain things don't look
like they got a clean, et cetera, et cetera, and they are just so unhappy even though the
house looks wonderful, what do you do?
Do you knock off some of the cost of the cleaning price, or do you stick with the price that
you have estimated for that job?
Angela Brown: All righty, so that's a very interesting question, and it comes down to
a couple of different things.
Do you give their money back?
First and foremost the answer is no.
If you have a satisfaction guarantee, that's going to require that you either come back
and clean the things that the customer is not satisfied with, or it means that you give
all their money back.
Now, my suggestion is that you give all their money back.
And in our company I prefer to give all their money back for a couple of reasons.
If I'm just coming back to re-clean, that's easier, that lets my people off my hook.
It's no big deal, we don't have to clean so great.
If a customer calls and they catch something we missed, we'll just come back and re-clean
it, it's no big deal.
But if the customer knows that we are going to give all their money back, there's a little
bit of guilt in there as well.
Well, you did a pretty good job, no, no, no, if you're not satisfied with the work that
we do, because our reputation is based on it, we want to give all of your money back.
And the customer will say, "Well no, no, no, let me pay you something."
No, no, no, we work for our reputations, and we work for money to pay our families.
If our work does not meet your standards, I want you to have your money back.
So, what happens is that it forces our people to be diligent in the work that they do,
and it forces our customers to show up and say okay, so this was a human error.
I don't want to call them and make them feel bad, I do want to bring something up, but
I want this to be remedied.
Now, back to your original question about customers you can't please.
Okay, so right up front there are a bunch of customers you can't please no matter what.
They can't please themselves.
And so, their lives are made of mystery, and if you find customer like this, or you stumble
upon them, or by chance end up with one, cut them loose as soon as possible because they
will just spin their wheels making your life miserable and wreaking havoc.
The customers that we have that we can't please no matter what we do, it doesn't matter what
you do, you cannot please them.
So, call it a day, don't beat yourself up over it, just know that there are some people like that.
There are some people in your lives that you don't clean for, and they're like that as well.
So, we just know people like that.
Right, now, the next thing I want to talk about is I want to talk about how you're setting
up your business with your customer.
So, when you come to your customer's house, you've got to have a worksheet.
And I talk a lot about the worksheet, not because I want to sell you a copy of my free
worksheet, because it's free, you can download it free and you can edit it and use it, and
I want you to because it does so many things in your business.
Here's what it does, when you get to the customer's house and you're doing the initial walk through
with the customer, I give my customer a worksheet and I have a worksheet.
As we walk through the house together they can see the tasks
and the chores that my company does.
And you can say is there anything on this list in this room that is not important to you.
And they can say well you know what, the blinds are not a priority to me, and I can cross
through the blinds.
Because if time is of the essence, which it is in a house cleaning business, if I have
to make a choice on a particular day, hey we're running really short on time because
I had to spend more time elsewhere, I may not do the blinds that day, because the customer
already told me that is not their priority.
But, if you don't have that conversation with the customer, and you skip the blinds, and
then you go home and you say the house looks lovely and the customer comes in and they
run their hands over the blinds and they're like oh my goodness there's dust, well then
you owe them something.
Either a re-clean or their money back.
Whatever your satisfaction guarantee says.
Now, the reason I bring this up is this, what you've checked off on your checklist is what
activates your satisfaction guarantee.
So, what you're saying is I got to your house today, there was a bunch of stuff strewn around.
I cleaned up all the stuff, and I did all the tasks that I was requested to do,
today we did not get to your blinds.
And so, we will throw that into next week's rotation.
That's what you're saying.
We did not do your blinds today, because we ran out of time with whatever.
Then, when the customer comes home and they see the dust on the blinds, they're like hmm,
maybe I should pick up after myself so that I don't leave so much work for the house cleaner,
because they didn't get to the blinds today.
So, it's two people working together.
Never do you just come in and you're the house cleaner and you're the only one that does the work.
You and the homeowner are a team.
If I'm your house cleaner and I come to your house and I clean your house, I did my job,
and now when I leave, you have to do your job.
You have to wash the dishes every night, you have to wipe down the counters in the bathroom
when I'm not here.
There are things that you have to pick up after yourself when I'm not here.
You have your own chores.
And so you can't just leave the stuff for the house cleaner, because there's no way
the house cleaner's going to get through it.
Now, I know house cleaning companies that are like we do everything at your house every
time we come, and I think wow, that's ludicrous because not everything needs to be done every
single time, nor do we have time to do everything every single time, because different levels
of messiness happen at different times based on what's going on in the person's life.
So, when I get to your house and I have my check sheet, my check sheet is what determines
what I get done that day, based on your priorities.
So, if a customer is never easy to please because they're nitpicking things, here's
my guess of what happened.
You did not clarify what you were doing when you came to their house, and you had a series
of priorities that you did, and you walked away and said yeah, the house looks great.
And then the customer came home and they had a different set of priorities, and they looked
at the house and they were like holy cow, I had spent all this money and a house cleaner
came to my house and I can't tell what they did.
It's not that you didn't do a great job, it's that you did a different set of priorities
than the customer's set of priorities.
Does that makes sense?
So, what you want to do is you want to make sure that your priorities and the customer's
priorities are in alignment, and that this is marked off on your check sheet, because
if I hire somebody two weeks from now, they've got to have this check sheet that says these
are the priorities.
In the vent that you get in a pinch and you have to make a decision that we are not going
to be able to do something today at this particular customer's house, you are able to skip the
blinds today, today only.
And at a different customer's house it might be something else.
And so if you skip the blinds at every customer's house, you're screwed, because to some people
that's really important.
They open the blinds every day when they have their morning coffee, and if there's dust
on them, you don't get paid.
So, my suggestion to you is do you really have a customer that's really difficult to please?
Or is it that you haven't clarified what is important to the customer?
Because if you have a customer that's impossible to please, it's impossible to work for them.
Say goodbye and move along and go find some nice customers.
There are guards of people out there that need house cleaning, and there's a multitude
of really nice easy to work with people.
So, don't punish yourself working for the miserable ones that make your life miserable.
Just don't do that, just move and let somebody else clean their house.
All right, that's my two cents for today and until we meet again,
leave the world a cleaner place than when you found it.
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