As the owner of Grime Police LLC, I’ve been in the cleaning industry for over 20 years. During this time, I’ve learned that the key to success lies in going the extra mile for your clients. It’s not enough to just do the bare minimum – you need to consistently deliver exceptional service and go above and beyond what’s expected.
Delivering the Scope of Work Consistently
One of the fundamental rules I live by is to deliver the scope of work consistently. This might seem like an obvious thing to do, but you’d be surprised by how many cleaning companies out there struggle with this. I’ve taken on numerous clients who were dissatisfied with their previous cleaners because they simply weren’t doing what they said they would.
When I take on a new client, I make sure to thoroughly understand the scope of work and set clear expectations. During the initial deep clean, I train my employees on the specific standards the client wants, and I give them two chances to mess up before I take them off the account. This ensures that the quality and consistency of the cleaning is maintained.
“The standard is set during the first cleaning after my initial deep clean. I train an employee on that standard and give them 2 chances to mess up before I take them off the account.”
Sure, my cleaning might not always be a perfect 10, but as long as I’m consistently delivering the quality the client expects, they’re happy. It’s all about setting the right standard and sticking to it, no matter what.
Going Above and Beyond
Another key to my success is that I do more than other companies. It’s not uncommon for me to take on a contract where the previous cleaner was only doing the bare minimum, and I’ll add a few extra tasks to the scope of work, charge a bit more, and deliver a significantly better service.
These “extra mile” tasks can be as simple as wiping down light switches, dusting ceiling fans, or cleaning the inside of the microwave. They might not seem like a big deal, but they make a huge difference in the overall cleanliness and appearance of the space. And for my clients, that attention to detail is what sets me apart.
“I have found success in going the extra mile for my contracts. I plan on keeping these contracts until I leave the business or the other business goes out of business.”
In one case, I took over a contract where the previous company was charging $14-16 per man-hour. I increased the price to $23-26 per man-hour, but I also added a few extra tasks to the scope of work. My clients were thrilled because they were getting a significantly better service, and I was able to maintain a healthy profit margin.
Fostering Personal Connections
The third fundamental rule I live by is to maintain personal interactions with my clients. I don’t just show up, do the cleaning, and leave – I make a concerted effort to build relationships with the people I serve.
For the first five cleanings of a new account, I personally do the cleaning myself. This allows me to get to know the client and their preferences, and it also sets the tone for the level of service they can expect. After that, I follow up with the client after every cleaning for at least 20 cleanings, and I make sure to check in with all my clients at least twice a month.
“Personal interaction is about talking to people just as much as it is being involved in their accounts. Knowing people is knowing business, even in the cleaning industry.”
By taking the time to learn about my clients’ lives and interests, I’m able to create a personal connection that goes beyond just the cleaning service. They feel valued and appreciated, and they’re much more likely to stick with me in the long run.
The Lifetime Value of Satisfied Clients
At the end of the day, my approach to cleaning is all about building long-term, mutually beneficial relationships with my clients. I’m not interested in the one-and-done transactions that so many other cleaning companies seem to thrive on. Instead, I’m focused on delivering exceptional service and creating loyal, lifelong customers.
“A 1 time a week account that takes 35 man hours will produce me a 40 year revenue of $167,440-$189,280. That should motivate you to put in some effort.”
By going the extra mile, maintaining consistent quality, and fostering personal connections, I’ve been able to consistently keep my clients happy and retain their business for years. And that’s the kind of success that I’m truly proud of.
So if you’re a cleaning professional looking to take your business to the next level, I encourage you to adopt a similar mindset. Don’t just do the minimum – find ways to delight your clients and make them feel truly valued. It might take a bit more work upfront, but the long-term payoff is well worth it.
Visit Adam Cleaning’s service page to learn more about how we can help take your cleaning business to new heights.
