4 Steps to Onboarding House Cleaning Clients

What happens between the time a client signs up for your service and when your employees arrive to do the work? If your answer is something like, “it depends” or “I have a general idea,” then your client onboarding needs improvement.

Client onboarding is the process of welcoming a new client to your business and setting the tone for your relationship. It should help get you and the client on the same page so they feel confident in your ability to deliver.

If that sounds nice-but-unnecessary, then you could be leaving money on the table. An incomplete or ineffective onboarding system directly affects client experience, which is, in turn, directly tied to profits.

With a great onboarding process, you are on the path to increasing your client retention rate. As we've said before, it costs far less to keep a customer than to find a new one, and referrals from satisfied clients can be the most cost-effective marketing method.

Document your Onboarding Process

 Want to start your client relationships on the right foot? Follow these best practices for a client onboarding process that builds a strong foundation.

Client Onboarding Best Practices for Residential Cleaning Companies

1. Have a documented process
Get your client onboarding process out of your head and onto paper. To be truly successful, this process must be clear and repeatable, and something that each member of your team knows and follows.

Document everything that should happen between when a client hires your company and when work begins. Assign roles and responsibilities and review the entire process with your staff. Let them know why it's important to have consistency, in order to encourage their buy in.

The more your employees understand and believe in your client onboarding process, the more their enthusiasm will be evident to your clients.

2. Start immediately
Don't leave your new client waiting to hear from you. Nothing is worse for a client than signing on with a new service provider and then...crickets. Early and frequent communication is critical.

Too often, house cleaning companies immediately give new clients a stack of paperwork (non-solicitation agreements, policies, FAQ's etc.). Those documents are important, of course, but put your best foot forward by starting with a warm welcome letter. Although this can be done by email, sending a welcome letter through snail mail is a sure way to get them to open it.

The goal of this letter is to head off buyer's remorse by reinforcing their decision to work with your company. Thank them for choosing your company and remind them why it was a good choice. Tell them about the service they've chosen and how it will achieve their desired outcome.

Be clear about the next steps in your working relationship so they know what to expect and feel at ease that you are handling everything. If possible, also tell them who will be cleaning their home to establish a personal connection.

3. Exchange information
Once your client knows you're grateful for their business, then you can focus on logistical details. Making sure both parties are on the same page is essential for establishing a long, successful business relationship.

Create a thorough welcome packet that covers everything your client may want to know:

• How will the customer provide you with access to their home?
• Exactly what services are (and aren't) included?
• What add-on services are available and how does the customer request them?
• What tools will you use and what, if anything, should the customer provide?
• Are there pets? What is your pet policy?
• How will you communicate with them and how often?
• How should they communicate changes with you?
• What is the procedure for making payment and/or giving tips?
• Do you offer any sort of guarantee?
• Are you covered by insurance? How are your workers screened?

 The packet should also include copies of any paperwork the client signs. You may also want to add things like testimonials from other customers, your company's history or frequently asked questions.

If you don't want to build a welcome packet from scratch, you can use our Welcome Packet Template from the Download Library. Simply modify it to fit your company's branding and specific offerings.

4. Go above and beyond
There are many house cleaning companies that clients can hire. The onboarding process is a very important part of lowering attrition, or customer churn. If a customer is happy from Day 1 with a new service provider, they are less likely to jump ship later.

To stand out in the crowded marketplace, make their experience with your company memorable from the beginning. Do something extra like bringing a little gift on the first day. Some companies bring fresh flowers, a bag of treats for the family pet, a chocolate bar, a scented candle, a bar of artisan soap, or a box of tea.

Also consider investing in useful promotional items like jar lid openers, that include your logo on the packaging. This is a great way to keep your company at the top of your customer's mind.

Also, you could give new customers coupons for discounts on add-on services to use or to share with their friends. (Our welcome packet includes sample coupons.)

Click here to read more about how to increase your company's WOW factor.

Remember, client onboarding is more than a nice “extra.” It's a cost-saving marketing tool that can be the difference maker for your company's growth. Happy customers are the best way to increase sales without spending a lot of money, and creating satisfied customers starts before you ever clean a home.