You have a new client. You have provided them with their first cleaning and your quote for ongoing service. As the service progresses, your new client starts grumbling about the time you spend in their home. Their previous house cleaner was able to get the job done faster. Why is it taking so long?
What’s Really Going On?
First of all – everyone cleans at a different speed. Are they concerned that you are in their home too long or are they really thinking they could be spending less if you finished faster? Some clients are like that. They like to grumble. And unfortunately, you won’t be able to please them no matter how hard you try.
There’s a good chance they probably treated their previous cleaner this way too. So the question you should be asking is, “Why aren’t they cleaning for you any more?” Or maybe, “Why did you change cleaners?” You have to be direct with clients like this. If you are not, the issue will fester and only get worse. It’s your business and that makes you the boss – not them. Yes, they have the right to hire the company that will provide the service the way they prefer it, but if that’s you, then they still have to defer to how you run the business. You can’t make changes for every client who decides to complain.
I’m sure you have set your rate and your charges to be able to make a decent profit. Most people don’t think in those terms because they have never run their own business. They’re concerned with getting the best work for the best price. If your cleaning is superior in your area and you know that’s not the issue, then force your client to tell you about their previous cleaner.
The Previous Cleaner
Did they quit? Did they go out of business? Did they move? Did your client fire them?
These are typical reasons a cleaning business no longer services a client. Once you know the reason, you can speak to your client’s issue to justify your cleaning time.
And then you have a decision to make. Are you willing to continue cleaning for someone who is unhappy and will continue to complain? Or will you decide your time could be better spent on a client who appreciates you?
It’s your business and you can run it how you want. If you decide to let your client go, be sure to leave them on good terms by explaining exactly why you can’t clean for them.
It’s not a good fit; other companies can provide the type of service they need; or maybe a cleaning company who works a different configuration.
If you can, make a recommendation! I tell you how to do this and how to successfully manage your clients in my start cleaning publications.