The way to achieving success in the cleaning business is not just offering a great service but offering exceptional customer service. Customer service that results in completely satisfied customer is not difficult and it is neither instinctive nor simple.
A cleaning company should know how to offer excellent customer support the success of the company greatly depend on it. And on top of that, isn’t customer service simply common sense?
WHAT DO CUSTOMERS WANT?
Customers in recent times want more than simply a thoroughly clean office. They really desire customised service, effectiveness, dependability, high quality service, and their queries responded to instantly and in the right way. Additionally, they really want to be made to feel important. They should feel that their cleaning company takes their worries very seriously.
When there is an issue, they want assurance that the situation will be resolved. For customers, there is practically nothing worse than making a complaint regarding an issue and then have that same issue crop up again. It is the cleaning company’s business to ensure the issue has been resolved so it doesn’t crop up again.
TREAT CUSTOMERS LIKE BUSINESS PARTNERS
Focus on what matters to each client because in the service industry each client is unique and must be treated as such.
Cleaning companies should also treat their customers as business partners, and focus on customer engagement across all company functions. Getting senior leaders involved is also important. Senior staff should be held accountable and involved in the customer retention process to put a human face on the company.
The customer relationship and problem resolution is more complex in B2B that it is in B2C, and business stand more to lose if a customer leaves. In B2B a single customer can be a multi-million-pound account, so if just one account walks away it can be a devastating blow to the company.
RALLYING FOR RETAINMENT
Getting to know your customers’ needs is essential to retaining them over the long term.
Cleaning businesses need to have a retention strategy in place from day one, and that involves having systems that allow customers to reach you across all media: phone, email, and social media. A lot of customers today want to be able to find the answers themselves, and when they can’t do so that’s when they email or call the company even though they might not want to. It’s important to set up an online help center or FAQ since those tools can be a very effective answer to problem resolution and customer retention.
Companies who do an excellent job at identifying customer concerns and addressing them can gain a leg up on the competition. Doing so in a service setting means handling customer problems on a case-by-case basis and giving them the personalized service that many clients have come to expect.
COMPETE NOT JUST ON PRODUCT INNOVATION BUT SERVICE QUALITY
With many cleaning companies, the service of cleaning changes very little from year to year because there is service or brand loyalty and innovations need to be only small tweaks. That means many companies compete on the quality of their service. When two companies or brands offer similar services, options, and pricing, customers will choose based upon their service experience and word-of-mouth.
OPEN UP DIALOGUE WITH YOUR CUSTOMERS
Don’t be afraid to ask your customers for feedback and let them know how much it’s valued. Most businesses know what they want, and can tell you if you aren’t meeting their needs. Sometimes all they need is a friendly person to open up to.
HELP YOUR CUSTOMERS SAVE MONEY
Many businesses face pressure to save money whenever possible. Cleaning companies can them by thinking of ways to keep their costs down. Inc.com recently wrote a great article about how one company drastically improved their business by cutting costs and increasing their level of communication with customers.
WORD-OF-MOUTH DRIVES NEW BUSINESS
Between 30-40% of customers offer referrals if their customer experience was a pleasant one. With the impact that word-of-mouth can have on cleaning companies, these referrals can be worth their weight in gold when it comes to locating new customers. Now more than ever customers are looking to their peers for input on upcoming purchases and take their advice very seriously, making referrals a great way to get customers. If their experience with your company is good, they should become not just satisfied customers but repeat customers.
Experience our excellent service at Tatry Group for yourself...
Contact Tatry Group for a free on-site assessment
We would love to quote for your cleaning. It costs nothing and at the very least will allow you to see if you’re getting value for money. We will visit you and put together a full quotation document including references, testimonials, cleaning schedule, insurance details, risk assessments and a breakdown of cost.
If you would like to discuss your requirements further, please call us on 0800 411 86 71 or submit an online enquiry form.
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