How to Get Loyal Cleaning Clients with Every Contract
Today, we’re chatting with Robin Troy!
It can be difficult to fight for clients when none of them see the value your company is actually offering, rather just the bottom line cost. When you’re competing based off price alone, it is a tough battle to win. Even if you do win it, by the very nature of the battle you’re not winning a whole lot of take home income for your business.
That is why I constantly tell everyone in Cleaning Nation to never compete on price, but rather on value offered.
There are two main things to make it so your clients are loyal to you and aren’t just going to leave you the first moment someone offers them a lower price. The first part of this equation is what I like to call the Surprise & the Delight.
Everyone who knows anything about business talks about the benefits of under promising and over delivering. Usually they have no system in place to actually do this. They just tell the truth of what they are going to do and then do it exceptionally well hoping that is enough. However, you can bake this mantra into your actual contract where it is a surprise every time for your cleaning clients.
Resource Alert: How to Create Raving Fans of Your Cleaning Company https://www.growmycleaningcompany.com/how-to-create-raving-fans-of-your-cleaning-company/
If you know you’re going to do Task A, B, C, and D then just write up the contract saying you’re going to be doing Task A, B, and C. When you actually perform the work, that is when you do Task D which will delight your clients.
By the way, this isn’t that hard to do. You don’t need to spend a bunch of money or time to be able to delight your current clients. As the saying goes, it is so much cheaper to keep a client than to get a client. These small surprises can be something as simple as leaving a jar of candy at their front desk when you get done with your cleaning, leaving a handwritten card thanking them for their support, or even getting all of your clients together once per month where you invite an expert in to speak to them and teach them something that will further help their business.
All of this is going above and beyond the call of duty and will keep your cleaning clients happy.
The second part of winning loyal clients comes down to how you actually find your clients.
If you’re just waiting for a lead to raise their hand saying they want a cleaning bid, you’re going above the water and you’re going to run into a LOT of competition. When you’re competing against potentially dozens of other bids, it is super difficult to stand out as the most valuable choice. Usually, this frenzy of bids makes the lead just judge everything based off price.
Resource Alert: Marketing Janitorial Services Made Easy & Cheap: https://www.growmycleaningcompany.com/marketing-janitorial/
Instead, you want to do what I call going under the water.
Going under the water is where a potential client might raise their hand saying they’re looking for a cleaning bid but they’re not ready for the actual bid until months or a year later down the road. You keep this client looking at your value proposition by building out content that can help them right now.
In this scenario you’re building out valuable relationships that will ripen to fruition at a later date. You can do this by blogging about cleaning, your niche you chose, holding weekly luncheons, throwing a cocktail party once per month for local business owners, giving them advice, and so on.
You already know that 80% of these people are going to get a cleaning bid sometime within the next year. When they do get that bid, instead of looking at that bid they’re going to call you instead. At this point you’ve become the no-brainer choice for them as you’re the obvious solution to solve their problems.
One thing I learned from Frank Kern that has shown me a way to do this over and over again is simply by remembering that if you want to prove you can help your potential clients, then help them first.
They may not even know they needed that help and when you do it, they’re going to love you.
Alright, let’s dive into the Lightning Round!
Best advice you’ve received either personally or professionally?
Don’t take it personally. When people complain or when they fire you or when you’re feeling like that you’ve failed, don’t take it personally. It really is just business. Get up and do it again. Keep at it!
What’s the biggest mistake you’ve made in the cleaning business we can all learn from?.
Not doing background checks or checking references for employees you bring on to work for you. Make sure you know who you’re hiring as best as you can. You need to be able to trust these people to go into your clients places and do their job without any kind of theft.
What’s one idea cleaning nation can put into practice to improve their business or their lives immediately?
If it’s worth doing, it’s worth doing right. Just never give up.
Have any questions? Leave a comment below!