Client Complaints: How to Make the Best out of a Bad Situation

Client complaints may be one of the trickiest and most unpleasant parts of owning a cleaning service. Unfortunately, they’re unavoidable no matter how hard you work or how fantastic your services are – there will always be a customer who’ll find that what you offer doesn’t align with their expectations. The leaders in the cleaning industry know this full well. They also know exactly how to deal with complaints and emerge victorious.

Continue reading to learn how to resolve customer complaints and come out even stronger. With some tips and tricks from seasoned company owners, no negative review will ever undermine your confidence in the great work you do.

How do you respond to a cleaning complaint?

Client complaints are a hard pill to swallow, but if you know what you’re doing, you can turn this situation around and even make the dissatisfied customer into one of your most loyal ones. Learn how to do it like a true pro and change your clients’ minds with your proactive approach and pleasant demeanor.

1. Listen and be empathetic

Don’t get defensive straight away. Although you may have valid reasons to think the complaint is unfair, give your client the benefit of the doubt. After all, it may only be a small thing that you can iron out in a heartbeat. And if it’s a biggie, it’s especially important to hear your customer out and understand exactly what they’re saying.

This feedback may be a part of your learning curve and help you further improve the quality of your services. So, thank them for taking the time to come to you and show that you care for their happiness. Never show that you’re perturbed or raise your voice (even if they do).

2. Apologize and accept – but don’t overcompensate

Express your acknowledgement of their concerns. If it’s a simple misunderstanding, explain what happened clearly and concisely. If there’s been a mistake on the part of your company, it’s important to fully grasp what went wrong so you can later address it with your team. If you’re at fault, say that you’re sorry for the inconvenience and propose a solution.

However, refrain from over-explaining or coming off as overly submissive. This could paint a poor picture of your company as the client’s takeaway may be that you’re not in control. Maintain a professional tone and never allow yourself to get drawn into an argument with a client because that type of scandal can have legs.

3. Take responsibility and resolve the issue

Finally, when you’ve calmed the client down thanks to your knowledge of customer care, you should propose a fitting solution to their problem. Also, let the client know the steps you’ll take to avoid a similar issue in the future. A free re-clean is pretty much the norm when it comes to client complaints in the cleaning industry. If you decide to implement such a policy, it can also work to your advantage for marketing purposes because it shows clients that you take their satisfaction seriously.

How do I get all the advantages of owning cleaning service?

Are you determined to start your own cleaning business but you’d like some expert direction? Making sense of the intricacies of the cleaning industry may be hard for veterans, let alone first-time entrepreneurs. Here’s where MaidThis Franchise comes in.

We partner with talented entrepreneurs and help them gain the upper hand in the expanding market. You’ll learn the ins and outs of owning a company, such as how to interview and vet your cleaning crew, what resources to give your employees, and why it’s important to have bonded and insured cleaners, just to name a few. Also, you’ll have our ongoing guidance, performance monitoring, technical support, and other perks that will make your operations smooth and rewarding.

Dare to dream big because, with the MaidThis Franchise, the sky’s the limit!

Insurance for Your Cleaning Business: What You Need to Know

Are you a talented entrepreneur who’s hoping to make a name for themselves in the cleaning industry? Although you must be eager to open for business, being meticulous throughout the set-up stage is the best way to avoid common pitfalls further down the line. One important facet of owning a cleaning service business is the matter of obtaining proper insurance coverage.

Read on to learn about the different types and benefits of insurance coverage. If you work through this crucial initial stage of your business growth diligently and carefully, you’ll see your business thrive in no time.

Do you have to be insured to clean houses?

Although there are many cleaners who work solo without any insurance, there are a couple of major advantages of carrying insurance coverage. Here’s why purchasing a solid policy should be your main concern:

• It minimizes risks: If your business is a sole proprietorship, as many first businesses are, you’ll be solely responsible for all issues that may arise. Let’s say one of your cleaners gets hurt on the job and they sue you for damages. If you don’t have insurance coverage, you’ll need to pay them yourself.
• It attracts clients: Most clients value safety above all else and they only look for insured and bonded cleaners. Having insurance coverage will make you more trustworthy in their eyes and keep your phone ringing.

What type of insurance do I need for a cleaning business?

You know that reputable cleaning companies need insurance, but what kind? There are the four types of insurance policies that cleaning businesses typically get:

1. General liability insurance protects you in case of an injury or damage to the client’s property. For example, if the client gets hurt by slipping on the freshly cleaned floor or some of the client’s belongings are damaged in the cleaning process, this policy should have you covered.
2. Property insurance protects your office space and cleaning equipment from damage or loss. For example, it will come in handy if your cleaning supplies are stolen or your office space is damaged in a fire.
3. Bonding insurance: Janitorial bond gives your client an added layer of security. This is a huge asset to have because clients will feel more comfortable hiring you. In case the cleaner steals something or damages their property, they know that the insurance company will cover it.
4. Workers’ compensation: Employees are the crux of every successful business so make sure they are well taken care of. A cleaners’ job includes a lot of physically demanding tasks and they may get hurt while performing them. If this happens, this insurance will pay for their medical expenses.

Discuss your needs with your insurance policy expert and make the right choice for your company.

How do I maximize the benefits of owning a cleaning service business?

If you go into the cleaning industry with the guidance of the MaidThis Franchise, you will have a ready-made set of best practices and useful resources at your disposal.

You’ll receive a practical 5-day training to help you set up your business and delve deeper into many important aspects of your future business operations. For example, you’ll learn how to conduct the employee selection process, how to instruct your staff, and ways to react to your clients’ complaints timely and properly.

Our franchisees already successfully implement these techniques and strategies around the world. Become a part of the growing family of go-getting cleaning company owners and be the head of a remote-run, high-profit business. Join the ranks of the leading cleaning industry pundits!