Cleaning Business Life
Cleaning Business Life is your must-listen weekly podcast for cleaning business owners who want to scale smarter, not harder.
Hosted by Shannon Miller, founder of Klean Freaks University, and Jamie Runco, CEO of Above All Cleaning Company, this podcast delivers the strategies, systems, and insider knowledge you need to build a thriving, profitable cleaning business.
No matter where you are in your journey—whether you're launching your first cleaning company or scaling to seven figures—Cleaning Business Life gives you the tools to streamline operations, maximize profits, and grow with confidence.
Each episode dives deep into topics like:
✔️ Building scalable systems that create efficiency and long-term success.
✔️ Product reviews & recommendations to equip your team with the best tools.
✔️ Expert interviews with industry leaders sharing real-world insights.
✔️ Q&A sessions tackling your most pressing business challenges.
✔️ Industry trends & strategies to keep you ahead of the competition.
Tune in every week and take your cleaning business to the next level! 🚀
Want to get a hold of us, please email us at cleaningbusinesslife@gmail.com
Cleaning Business Life
Episode #34 - Customer Service...Should you ever give a refund or a discount with your cleaning business?
The Key to Success: Exceptional Customer Service in the Cleaning Industry
Providing exceptional customer service in the house cleaning business can significantly set you apart from your competition. In today’s fast-paced world, where many customers prefer digital communication over phone calls, ensuring a seamless customer experience is more crucial than ever.
Why Customer Satisfaction Matters
Did you know it takes 40 five-star reviews to counteract just one negative review? This statistic underscores the importance of prioritizing customer satisfaction and maintaining a stellar online reputation. One dissatisfied client can leave a lasting impact, so delivering high-quality service and handling concerns promptly is essential.
Best Practices for One-Time Cleanings
For one-time cleanings, such as deep cleans, post-renovation cleanings, and move-out cleanings, it’s best to conduct a pre- and post-cleaning walkthrough with the client or your cleaning technicians. Having the customer sign off on their satisfaction before leaving the site helps prevent disputes and ensures clear expectations.
When it comes to handling complaints, refunds should be rare and used as a last resort. Instead, offer re-cleans or small discounts where necessary, but only if it aligns with your business policies and profitability.
The Industry Standard: 24-Hour Guarantee
Most reputable cleaning businesses provide a 24-hour satisfaction guarantee, allowing customers to report any missed areas or deficiencies. This policy helps build trust and credibility, ensuring your clients feel confident in your services.
For move-in and move-out cleanings, it’s best to schedule them as the first appointment of the day. These jobs often require extra attention to detail, so starting fresh in the morning ensures accuracy and efficiency.
Training and Employee Appreciation
Your cleaning technicians are the backbone of your business, so investing in their training and development is key. Consider hosting annual or biannual training days to reinforce best practices, introduce new cleaning techniques, and ensure your team consistently delivers top-tier service.
Additionally, showing appreciation for your staff goes a long way in fostering loyalty and motivation. Small gifts, bonuses, or gift cards can make your team feel valued and encourage them to go the extra mile for your clients.
By focusing on customer service, training, and quality assurance, you can build a reliable, trusted cleaning business that attracts repeat clients and positive online reviews.
Hashtags for Social Media
#CleaningBusiness #CustomerService #HouseCleaningTips #CleaningCompany #BusinessSuccess #CleaningIndustry #ReputationManagement #CleaningTechnicians #ServiceExcellence #MoveOutCleaning #DeepCleaning #CleaningTraining #SmallBusinessGrowth
Cleaning Contract Bundle https://klean-freaks-university.ne
Questions? Feel free to reach out!
Shannon Miller: cleaningbusinesslife@gmail.com
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YouTube: https://www.youtube.com/channel/UCIjMz_-9YyiFvNVIgb61iYg
See Shannon's latest courses: www.KleanFreaksUnversity.com
I-can-not-emphasize-this-enough!
Most people are not interested in human and human contact and don’t want to deal with anyone unless its text message over their phone. If you provide any form of Customer Service, it will give you an edge of the rest of your competition!
Remember It takes 40 good 5 star reviews to negate 1 bad 1 star review! Each 5 star review is worth at least 70k to your to bottom line!
When doing a 1 x cleaning make it mandatory to have someone do a Walk Through with you if you are cleaning or with your cleaning tech’s. Have them sign that they are satisfied. This has covered my butt on more than one occasion.
Refunds are very few and far between don’t give then unless you absolutely have to.
Partial refunds are even rarer!
I am not a fan of giving out a discount, you decide what is best for your Cleaning Business
The Cleaning industry in general is NOW only a 24 hour guarantee-If they find something that is not to their satisfaction, they can call and we will go back and re-clean any deficiencies, with in reason.
All Move in and move out cleanings should be done as the first appointment of the day. Not in the afternoon. The reason for this is because, most of the time the client does not correctly state what the actual condition is inside the home currently.
( Look for the Episode that discusses the dirt code…)
Have at least an annual or bi annual training day for all your cleaning tech’s
100.00 give away for employee appreciation times
Or a gift cards
