Cleaning Business Customer Service: Delivering the WOW Factor
When it comes to providing customer service in your cleaning business, you want to stand above your competition by giving them the WOW factor. There is no excuse for poor customer service, and when you go above and beyond their expectations, you are able to cement your relationship with that customer.
Here are the 5 factors that need to be present if you want to WOW your customers:
- Physical. Certain aspects of providing good customer service are physical -- the way your employees answer the phone; the way your employees greet the customer when they see them in person; the way your employees handle special requests or unexpected situations. Train your employees on how you want them to behave with your customers, whether it is over the phone or in person.
- Empathy. When your customers call with a concern, are your employees empathetic to their situation or do they get defensive? Provide your customers with caring, personal service and attention. Make sure your employees take notes and log them in the customer's file. When you keep good records of interactions with the client you'll be able to develop a more personalized service, which always gets their attention.
- Responsive. Providing prompt service is expected of any business. But when you and your staff respond with a sense of urgency and concern, the customer will gain confidence in your knowledge, professionalism and dedication to good service. By being responsive you are building trust and loyalty, which translates into long-term customers. Make this a prioroty when training your employees, and encourage them with incentives like customer service awards and/or pay incentives.
- Dependable. Your customers depend on you to live up to your promises. If you have a list of specifications for each home, then put a system into place that ensures each item on the list is taken care of on every visit. If you tell your customers you have a well-trained, trustworthy staff, then make sure you have a thorough training program in place and that you do your due diligence when hiring employees.
- Assurance. Inspire confidence in your customers by demonstrating professionalism throughout your company. Your staff should be knowledgeable about all your policies and procedures so they can confidently answer customer questions. Spend time with your employees reviewing your policies and keeping them informed of any changes in policy. Have regular meetings to re-train and cover customer service topics. By keeping them abreast of what is happening within the company, they will feel they are an important part of the company, which translates into better customer service.
If you'd like to deliver WOW Customer Service, check out our training program:
Customer Care Training Program for Residential Cleaning Companies
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Jean Hanson helps owners of Residential and Commercial cleaning companies build a more profitable and successful cleaning business through her online community at myhousecleaningbiz.com and TheJanitorialStore.com. Jean is also the host of the popular Web TV show CleaningBiz.tv and author of the newsletter Trash Talk and House Cleaning Profit Tips.- sign up today!