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Save from Cancelling Tools

Updated

Don’t let them CANCEL

Remember to sympathize with their situation. Your job is to help them out. Nobody wants to start cleaning their own home again – especially if it is because of money. How can you help? Make sure they understand the extremes you are willing to go to for them personally. You MUST think of them personally and what could ACTUALLY help them in their unique situation. DO NOT offer all of these things – only those that you truly believe in for each Client.

  1. Can’t afford (lost job, cutting back, Christmas, etc.)
    1. What CAN they afford? Get them something that will work for them. What do they TRULY need? Floors (pets)? Bathrooms (small kids or teens)? Dusting (allergies or heirlooms)? Kitchen (cooks a lot)? Pick-up (super busy, lots of kids/chaos)? (Floors and Bathrooms $137.50 under 2500 sq ft/ $192.50 2500- 3500 ft ) 
    2. Offer a reduction in Scope of work – quad clean, rotate the service - dry/wet, upstairs/downstairs, bathrooms/floors, health/appearance, etc. 
    3. Reduce frequency (Change from Weekly-> Bi Weekly or Bi Weekly->Monthly)
    4. Price comparison – Give pricing: so much less expensive to keep going than to start up fresh again
    5. Emphasize the healthy need – awful to get sick AND not have $
    6. What else can we do that might be helpful to control pricing? Pet help, dinner help, referral help, tidy-up help, etc. 
    7. Do they have a referral? Clean at a discounted price for referral info
    8. 1 free general cleaning for free while they adjust their budget? 1 year Client or longer
    9. Defer payment for 1 or 2 months? Combine with reduced service. VIP Clients only
    10. Get them on a return schedule – even if it is in 6 weeks or longer. 
  1. Someone else is going to be cleaning (kids, them, friends, etc.)
    1. Put them on hold for 1 cleaning and check-in to make sure everything is good
    2. Schedule them for a quarterly deep cleaning because non-professionals don’t keep up with that stuff
    3. Offer to provide the new people with professional cleaning tools and equipment so they can do a professional job. 
    4. Tell them you will keep them on the schedule for the next month to hold their spot and pricing in case it doesn’t work out. 
  1. Quality Issues (the normal stuff)
    1. Change their level of service
    2. Change their Cleaning Technician – up to 2 times
    3. Send apology card - once
    4. Set up the pre/post-walk protocol
    5. Use post-its on hot spots (client add them for technician)
    6. Call before/after every cleaning until you have 4 green scorecards
  2. Quality Issues (ongoing and you have done all the normal stuff)
    1. Do a final deep clean at no charge
    2. Call and check to make sure they are happy after their first cleaning with _____(Technician)
    3. Call after 90 days just to check and make sure they are happy
  1. Customer Service/Office Issues (our issues – bumps, missed calls, etc.)
    1. Tell them you will tag their account to ensure we do not make any further mistakes internally.
    2. If there is something we can fix, fix -it. Don’t make promises we can’t keep.
    3. Apologize and explain if they are interested.
    4. Ask to resume service when we get the issue fixed
  1. Customer Service/Office Issues (our policies/processes are not what they prefer)
    1. Apology
    2. Evaluate the policy/process – is it truly in everyone’s best interest?
    3. Offer free appliance cleaning depending on need
    4. Adjust the policy/process if it makes sense
    5. What kind of modification does the Client need? Is it remotely possible? If so, do it “just for them”- take care not to over-promise
    6. Will a temporary change fix the issue?
  1. Other Service Issues (inconsistency, products, lack of flexibility)
    1. If there is something we can fix, fix -it. Don’t make promises we can’t keep
    2. Tag their account accordingly
    3. Offer free appliance cleaning depending on need