Today we’re talking with Ebony Murphy from Heaven Sent Cleaning Services!
Ebony’s question for Cleaning Nation is, how do you maintain customer satisfaction after messing up multiple times?
RESOURCE ALERT: Dealing With Crappy Employees
There’s a four-step process to mend a relationship with an unhappy client, regardless of who’s at fault.
The first step is making sure that you’re looking at it as an opportunity to create one of your biggest fans. I know it can sound strange, but these situations have the highest chance of creating company advocates who become long-term customers. This perspective is the mindset of mending your relationship.
The second step is to set expectations at the beginning of each contract. Your estimate should clearly state what is included in your services and what is not. From years of experience in the cleaning industry, I’ve noticed that unhappy customers tend to be directly linked to unclear expectations. For example, if a customer is mad that you didn’t clean their carpets and you didn’t have clear expectations going into the contract, it becomes word against word. If you set those expectations prior and have them written down, the customer can’t complain about a service they didn’t pay for.
The third step is to be honest and take responsibility for the mess up. Even if you are right and the customer is wrong, this doesn’t mean you never apologize. As the company owner, you have to take the hit and just assume they were right. Let them take the lead and then figure out how to make them happy from there.
The last step is to make them better and make them whole. Fix the initial problem and then give them something for free. For example, you can detail their car, clean their garage, etc. This acknowledges that you value them and are going out of your way to mend the relationship. Don’t bring them back to zero, bring them above it.
RESOURCE ALERT: The Secret To Success
Best advice you’ve received either personally or professionally?
Take care of your employees and your clients.
What’s the biggest mistake you’ve made in the cleaning business we can all learn from?
Be respectful to clients.
What is your favorite book?
The Success Principles: How To Get From Where You Are to Where You Want To Be and The Law of Attraction