GET 5 STAR REVIEWS – HOW TO EXCEED CUSTOMER EXPECTATIONS

Want 5 Star Reviews? With the Spring season among us, plenty of people will be seeking professional residential cleaning services. How do you impress customers when they turn to you for home cleaning or for maid service? We looked at a variety of both positive and negative reviews for some of the most popular maid services. Based on our findings, here are some ways you can exceed customer expectations this Spring and hopefully get those 5 star reviews and great referrals.

PROVIDE CUSTOMIZED CLEANING PLANS

Customers love being able to choose what needs to be cleaned; after all, who knows what needs to be cleaned better than the homeowners? Having an unchangeable task list during every visit will not give customers the flexibility they want in their cleaning. Instead, opt for customized plans, where the client can change the list of items to clean. Not only will the client be able to pinpoint what they would like cleaned, but you’ll know what exactly what areas to focus on during your service.

CREATE A CLEANING CHECKLIST FOR BOTH CLEANER & CLIENT

Speaking of lists, many customers find it helpful if they are given a checklist of cleaning services that are to be provided. Create a checklist of cleaning items you plan to complete and give a copy to your client so that both cleaner and client know what work was done. This is a great way to avoid any confusion down the road.

PROVIDE CLEANING THAT IS NOT JUST THOROUGH, BUT CONSISTENT

We’ve found that many client complaints involve inconsistency. One of the top complaints is seeing a decline in quality work as time goes on. Customers will often compare current and previous service visits, whether it’s from the same or different provider. If their home is not cleaned as thoroughly as before, clients will take note of the inconsistency and it will affect their decision to hire the cleaning service in the future.

Another common complaint is that the cleaner missed certain areas they were supposed to clean. For instance, mopping the floors in the kitchen but missing the counters. Clients expect thoughtful attention from their cleaning service.

A STELLAR PERSONALITY GOES A LONG WAY

More than anything else, customers value a pleasing personality. Pair high-quality cleaning skills with a friendly and courteous demeanor and you’ll win over any client. Sometimes we forget how important personality is when it comes to cleaning services, but it should come as no surprise that a great personality leads to more business. When you are friendly and respectful, you build trust with your clients. When your clients trust you, they’re more likely to hire you again and to refer you to people they know. That’s why hiring the right employees for your residential cleaning business is so important! See how Regina DeCorte of Maid in JC makes this possible.

BE ATTENTIVE TO CLIENTS’ NEEDS

Actively listen to your clients’ requests when they hire your cleaning service. Sure, they want you to clean and tidy up their home, but maybe they don’t want you to use chemical cleaners or they have a particular method of cleaning the bathroom. No matter what the customer specifies, it’s important that you are listening to their needs. Confirm exactly what the client wants before you begin cleaning, and don’t be afraid to ask questions if you’re not sure what they are asking for.

EXTRA: Provide a quote!

Set the expectations from the start by gathering the necessary info. Apple Pie Maids does a wonderful job of this on their website with a clear Call To Action and allows potential customers to have that ever so important first positive interaction with their team.

MAINTAIN GOOD COMMUNICATION THROUGHOUT THE CLEANING SERVICE

Often, a lack of proper communication will lead to unhappy clients. Even if you arrive at the client’s home on time and perform a thorough cleaning, you must be open to the client’s requests. If they point out a problem with the service, clarify what they would like to see. If a mistake was made, simply apologize and continue cleaning with the customer’s needs in mind.

Before and after the service, make sure you are responsive to all calls and emails. Customers will appreciate the time and effort you put into maintaining open communication with them.

Follow these residential cleaning business tips this season and you’re sure to leave behind both a sparkling home and a happy customer. You’ll be giving your clients peace of mind when you not only provide in-depth cleaning and customized plans, but also open communication, attention, and courtesy. For more info you can go to our Clean Like A Pro Section for more residential cleaning business tips. If you are a new cleaning business and wanting to learn how to get your business up and running, check out the Clean Up System Now.

Written by

Em Rey

Content Contributor at

Microfiber Wholesale

Em is an experienced content writer and strategist, creating engaging and informative content for lifestyle, home, and beauty publications over the past eight years.

Her passion for eco-friendly cleaning aligns with the growing demand for sustainable solutions, and she’s a strong advocate for microfiber products due to their efficiency and environmental benefits.

Em’s in-depth knowledge of the cleaning industry and commitment to promoting green initiatives make her an ideal partner for crafting content that resonates with professional cleaners.

When she’s not creating content, you'll find her with a toddler in tow either outdoors, somewhere near water, or baking.