It can be overwhelming and yet exciting to meet a customer for the first time. What you want to be clear about are the do’s and the don’ts with this potential house cleaning customer. Here’s how your initial meeting can make or break the deal.
When you get the call from your prospective customer, it is important to remember that they do not know, like, nor trust you. Not yet. So, this meeting is crucial.
There is basic etiquette that I’m sure you may know when you meet for the first time. Like shaking their hand when meeting, greeting them with a smile, and silencing your phone. In fact, please put your phone away.
Nothing at that moment is more important than being in-tune with this person/people.
Before going to meet the customer for the first time, have some type of form for ‘first customer meeting questions’. Or, a ‘first customer meeting’ agenda.
It is best to be as prepared as possible before you show up.
This form should have space to write the contact information including pet names, sitter names, children’s names, as appropriate.
You should be able to specify cleaning details listed per room such as, “only clean floors in here”, or “always change table linen”, or, “never touch the glass over there”.
We have the perfect Residential Customer Profile Worksheets to use on your next house cleaning walk-through, feel free to visit our professional cleaners online shop.
These sheets will also allow you to record the square footage of each room so that you could provide additional cleaning maintenance like detail floor cleaning or wall cleaning care.
There are many digital apps available for free and for purchase. They’re fine to use in my opinion, but can become a little tricky to handle while trying to remain focused on the customer’s needs during your conversation.
Taking notes on paper during the meeting, and then transferring the data to a digital source at another time may be better. Again, just my opinion.
Do’s and Don’ts for the First House Cleaning Customer Meeting
DO Listen closely to the cleaning customer’s needs.
Take special interest in what they are conveying as their top priority. Rather it’s the dust on surfaces, bathroom care, or floor care. Really pay attention and ask questions if you are not sure. It is also good to ask if they want certain cleaning products used in their home as you go perform the walk-through.
DON’T Tell the customer what you will do unless they ask your opinion about cleaning.
Most customers want to know the basics of your cleaning maintenance package. They want to know what you do. But, what they really want to know is if those packages are catered to fit their needs. So, don’t assume, ask first.
DO Take special note of the surfaces to clean throughout the home.
If there is a copper kitchen sink, you will need the proper cleaning agents to disinfect as well as polish. If there is a unsealed stone bath counter top, you need to know not to use acidic products because it will stain and etch the surface. Also, not all stainless steel is the same, so take note of that. Look at all the surfaces in question and search out the proper method for cleaning and polishing.
DON’T Assume the mix of water with a splash of dish detergent and rubbing alcohol will be fine to apply to every surface.
Some surfaces need an oil-based product. Some should not. First ask the customer what they prefer. If they don’t have any recommendations, then proceed with yours, cautiously.
*** If you’re ever unsure how a chemical will perform on a surface. Just read the label first. Then test in an inconspicuous area, preferably not at the customer’s house. Try your own home – if you don’t rent. Just try to find a similar surface.
DO be conscientious to also write down any areas or tasks that the customer may not mention in regards to cleaning maintenance.
This gives you the opportunity to present a more comprehensive cleaning package. Perhaps a second proposal.
For instance: Once you have outlined all your customer’s requests and presented a price to them, follow up with a larger amount that includes more detailed cleaning tasks. Some additional tasks can be removing ash from the fireplace, cleaning inside the fridge and oven, cleaning tilt vinyl windows, inside and out, and the list could go on and on.
DON’T Give your cleaning or time for FREE!
While it is fine to discount here and there, especially as an incentive for a referral, it is never good to give cleaning for free. Most professional maid services do this as a way to “hold on” to a customer or to have more competitive pricing. It will never work for you or your cleaning business.
You’re at this first meeting with a house cleaning customer to sell your cleaning services NOT sell a cheap price. Please understand the words you are about to read….. SOME WILL BUY, SOME WON’T, BUT… SOME WILL. (Not my quote, but very fitting).
Sell your services, not a cheap price. It will eat at your profit margin every time.
So, what I have learned to do recently with these blog posts is to leave you a little homework assignment. I don’t want you to just read this article and click away without something to do. Because, seriously, why would you do that.. Lol.
This was a hard lesson my husband and business partner and I had to learn several times. Now, we pass this advice to you.
Homework: If you are still at the beginning stages of your professional maid service, get prepared for the initial walk through with the Customer Profile Worksheets for Residential Cleaning. It outlines the basics of what you need to write down at the first meeting. It will give your company more value and set you a part as a one-stop shop for your customer’s cleaning maintenance.
Also, if you’re in need of cleaning checklist, time-blocked daily schedule, a list of the best 21 cleaning products, and so much more for new cleaning pros, fill out the form below to get the access code to our FREE cleaning resource library.
And remember, you want to present yourself in the best possible light and be as prepared as you can. Your entire purpose for being there: To gain another profitable customer and to present the most comprehensive and desired need for cleaning maintenance.
Conclusion of the Do’s and Don’ts
When going to the first house cleaning customer meeting DO remember to listen well, take accurate notes of special instructions, requested cleaning products, and observe the surfaces you are being asked to maintain. Take notes especially of deeper cleaning opportunities to make a second proposal. DON’T assume anything. Ask what they want – what they prefer with everything. Do not, repeat… do not through in this or that at the ready and ‘give your time/cleaning’ away for free. It will cost you in the end.
“You do not get what you want. You get what you negotiate.” –Harvey Mackay
Until Next Time,
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One other thing we talk a lot about other than our 3 boys, love of traveling, eating good/ greasy food, and using ketchup to clean copper kitchen sinks is our love for not wasting your precious freaking time! Seriously, we’re not about that!
In fact, enter the FREE Deep Cleaning Challenge so that you won’t waste your precious freaking time only performing basic cleaning. Level up! Your customers will love you for it – so will your pockets!
So good to meet you. We’re glad you stopped by!