Whether you are providing commercial, domestic or specialised cleaning services, you need to make sure that your business is providing the best service in order to keep ahead of your competition. As with any other business, it is the little things that count and make the difference in customer satisfaction, retention and attraction. So here are four things that you can do to better your cleaning services.
Manage your human resource well
You can have the best equipment and an excellent marketing strategy, but if your employees are dissatisfied, the quality of your cleaning services will be affected. As a business owner, you need to ensure that your employee morale is kept high and that they have a sense of ownership in the business and pride in their work. There are a few ways you can do this, for instance:
- Developing a reward system for diligence
- Having a clear structure for career development
- Providing health and other social benefits
- Creating an environment where employees can freely air their issues
- Providing adequate training and well serviced equipment
Don't stop learning
Having identified your business' specific focus, make sure you stay ahead on the latest technology within your cleaning service niche. Always read up on what is happening in the industry and within your specific trade, and see how you can integrate that into your business. You can also ask your suppliers to inform you when new cleaning products are developed so you can learn about them and see if they fit within the cleaning services you provide.
In addition, ensure that you have a clear system for receiving feedback from your clients. Hearing from the client is one of the best and most effective ways to know what you need to improve on, and consequently learn more about.
Focus on customer service
Clients may choose one cleaning service over another simply based on how they were received and treated by the staff. It is therefore paramount that you train your employees on simple communication and interaction skills such as being polite and respectful, listening attentively to the client, answering the client's questions patiently and accurately, arriving on time, and even just smiling when receiving a client at the office.
These skills are not just needed for the marketing team and receptionist, the cleaning staff needs to be trained in these skills as well, to make the entire experience pleasant for your client.
Offer a few extras
Providing some extra service free can be a way of boosting your business. One way to do this is by starting a customer loyalty reward system so that after cleaning their premises a certain number of times, you could clean something extra for free. For instance, if you are in the domestic cleaning business, you could offer to clean the oven for free after cleaning the home five times in a row. These extras are guaranteed to improve customer loyalty and attract more clients from word of mouth recommendations.