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In running a geographically distributed workforce, as most cleaning companies do, client communication is the best way for us to learn and keep a solid relationship. It is important to have both internal AND external communication as there are high-level risks and rewards associated. Below, we will go over the top means of communication so that way you can keep your cleaning business growing.
Strong Customer Service
As your company grows and obtains more and more clientele, it is all the more likely more people will want to get a hold of you. Most small startup companies' sales reps are probably going to be the owner who provides all of their personal phone/email information. Eventually you will need to have this job delegated. It is important to follow these three steps: Hire a professional and dedicated customer service employee, tailor your experience to your client base, and live and die by what your standards are and what you want them to be dating back from the very beginning.
Reach Out ALWAYS
It is also important to make it a habit to reach out to clients on a routine basis via phone call, email, or text. They can be random check-ins or planned, but the whole idea of this is to keep building that relationship as well as to obtain as much information as you can to see if your services meet their needs. This is a simple yet great way to build that trust and rapport. It shows that you are a proactive company and actually care even when there is not a specific issue occurring. This doesn't mean there will never be any problems to face, but when this does happen, the conversations will be much easier to have and easier to resolve.
Onboarding/Training
One way to avoid high turnover within your company is to put together a planned experience for new employees. This should include:
-A walkthrough and training of any systems your company uses
-A detailed overview of what your standards as a company are
-Training for on-site communication
-A how-to on when issues arise how to handle them and who to bring them to.
Many companies believe or not fail to execute even these simplest things. Taking the time to invest in these tasks will help ensure you and the business that these employees will develop a sense of trust and feeling like they belong. If done properly, this will prevent high turnover rates and long-term employee retention.
It will be a challenge as your company grows to live up to the standards and expectations you set, but as long as you live by the promises you make both internally and externally, who wouldn't want to be a part of the business you are building. More clients mean more employees which means a bigger target market, and with this comes more opportunity for communication mishaps. Prioritizing communication is something that can and will guarantee higher returns.