Uncategorized Archives - Cleaning Marketer

How To Onboard New Cleaning Clients (For A More Profitable Cleaning Business)

June 7, 2017 by Lisa Macqueen 3 Comments

How Do You Welcome New Clients To Your Cleaning Business?

So, you’ve landed a new cleaning client, they’ve signed the paperwork, and everyone’s ready to start that lovely new cleaning job. Are you missing one crucial piece of the sales puzzle? Do you know how to onboard new cleaning clients for a more profitable cleaning business?

Why Is Good On-Boarding So Important?

In the cleaning industry, having a solid process for new customer on-boarding, is absolutely essential.

It’s how you take a visitor on their journey from your websites’ home page, through to signing up for your services, delivering with the “wow” factor on the first clean, and, continuing to add value to their lives at every service.

Because, when you do THIS right, it can help you keep your clients longer.

In today’s video, I’m sharing 7 on-boarding best practices that will get your relationship with your new client off on the right foot. With these tips, you’ll learn how to deliver value early, and retain your new client profitably for years to come. To view, click the image below..

What are the benefits of client on-boarding?

Imagine this: you’re talking to a prospective new client. You do everything right – you listen to their needs, build rapport, and build trust. Then, you present your proposal and close the deal.

So far, so good right?

Then comes the time to get their job started, and so you send them an email:

“Dear David,

Thanks for choosing ABC Cleaning company and signing our contract! I’d like to introduce you to Amanda who is now in charge of your account.

She’ll take care of you from here on ok? All the best,”

Imagine how David feels now? A little like he’s been brushed by you and then pushed onto someone new who he doesn’t know or trust. He has no idea what to expect from this new person, and all of a sudden, he’s lost confidence in your cleaning business, and you haven’t even started the job yet! He’s off to a less-than-stellar start with your company (which is not a good start for you or him..)

Here’s what a good client on-boarding process can do:

How Do You Welcome New Clients Into Your Cleaning Business?

Removes confusion or doubts. Your clients know exactly what’s happening. What they’re getting (because you have provided them with a detailed specification). They know who they’ll be liaising with in your Company, they understand how it will all come together when you begin the job, and they know that you know, what their expectations are.
New Clients Who Are Happy With Their Cleaning Services

Builds trust. The more a client trusts you, the less likely they are to micromanage every detail of their cleaning service agreement with your company.
Removes buyer’s remorse. They will feel cared for, appreciated and understood. They won’t be second guessing themselves wondering if they should have gone with ‘the other guys’. instead, they’ll be happier with their decision to hire your cleaning company. This can only increase retention and referrals.
Establishes the benchmark. Ask your client, “Tell me in one sentence, what does success with your cleaning service look like – how will you know that we’re doing a great job?” This question really helps to identify key areas that they pay attention to, and it shows your new client that your business is ‘tuned in’ to excellence..

Introduce Clients to the tools you use to manage their job. Do you use a site management software like Swept, or Cleantelligent? Or perhaps a Customer Relationship Management (CRM) system like Infusionsoft, AWeber or Ontraport?

If so, you’ll need to introduce your clients to these tools so that they understand how to use them (if applicable). With the CRM system, it’s imperative that your clients understand that this is how you will communicate with them electronically, and so it is vital they don’t unsubscribe to your emails.

Now that you know how important it is to onboard new cleaning clients, click here to watch the video and learn how to bring on new clients – the right way.

Tell me how you on-board new clients into your cleaning business…

Share as much detail as possible in your reply. Thousands of incredible cleaning business owners come here for insight and inspiration and your words may be exactly what someone else needs to hear to move ahead in their business journey..

Important: share your thoughts and ideas directly in the comments. (Links to other posts, videos, etc. will be deleted as they come across as spammy).

👍 Like if you agree, comment below and share this with someone to help them achieve their cleaning business goals.

TODAY’S QUOTE:

“Action springs not from thought, but from a readiness for responsibility”. Dietrich Bonhoeffer

Lisa x

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Want to know more about us – check us out here.

Cleaning Marketer works exclusively with cleaning businesses to help them attract more prospects, make more sales, and keep their clients longer.

PS A FREE REPORT FOR YOU: “How To Get Cleaning Clients Even If You’re Brand New To The Cleaning Industry”

Go Grab Your Free Copy By Clicking On This Link: Here

Want fast access to great information to help you build and grow your cleaning business? Go ‘Like’ us on Facebook or hit the ‘Subscribe’ Button on You Tube.

9 Word Email That Will Get Your Phone Ringing With New Clients Today

May 30, 2017 by Lisa Macqueen Leave a Comment

9 Simple Words That Will Get Your Phone Ringing

Ah, customers. For some of us in the cleaning industry, attracting new customers is what we do day in and day out. For others the fear of trying to attract new customers can feel SO big and SO crushing that it shuts us down completely from actually doing any prospecting at all.

Prospecting, whether by direct mail, telephone, cold calling – whatever your preferred method is, can be time consuming and battering to the ego…

No-one, likes to be told ‘no’ all day long…

Sometimes the things we want to do the least, we need to do the most

Here’s the thing though, we often give up WAY too early. According to Forrester Research, “Companies that nurture leads make 50% more sales at a cost 33% lower than non-nurtured leads.”

If you’ve been part of the Cleaning Marketer community for any length of time, you’ll know that we regularly discuss follow up and how important it is to growing a cleaning business. If you’re new here, welcome, you can check out past blogs on this subject here and here, or head on over to the Cleaning Marketer Blog to check out our other articles.

In today’s video, you’ll learn a great new way to re-engage with your prospects who may have gone a little, shall we say, stale? These prospects you may have followed up a couple of times, and for whatever reason, you didn’t hear back.

You’re going to love this tip…and it will literally take you just minutes to action in your cleaning business.

Now I’d love to hear from you. Reply in the comments below.

How do you personally keep in touch with your prospects – what works well for your cleaning business?

Important: share your thoughts and ideas directly in the comments. Links to other posts, videos, etc. will be deleted as they come across as spammy.

Cleaning isn’t just cleaning. It’s a thriving business full of dedicated and hardworking business owners and entrepreneurs who see the value in investing in their own education, and offering 21st century solutions to their customers.

“To anyone that ever told you you’re no good … They’re no better”. Hayley Williams

Lisa x

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Want to know more about us – check us out here.

Cleaning Marketer works exclusively with cleaning businesses to help them attract more prospects, make more sales, and keep their clients longer.

PS A FREE REPORT FOR YOU: “How To Get Cleaning Clients Even If You’re Brand New To The Cleaning Industry”

Go Grab Your Free Copy By Clicking On This Link: Here

Want fast access to great information to help you build and grow your cleaning business? Go ‘Like’ us on Facebook or hit the ‘Subscribe’ Button on You Tube.

5 Top-Secret Questions You Need To Ask Your Prospects – How To Grow My Cleaning Company

January 31, 2017 by Lisa Macqueen 16 Comments

5 Secret Questions You Need To Ask Your Prospects (So You Can Grow Your Cleaning Business )

I was on an interview recently, and asked what my top 3 Secrets To Grow Your Cleaning Business in 2017 were (you can checkout that interview I did with Joshua Latimer here) and I thought…hmmm

“That would make a great post for this week….”

because as we get into the year, the better equipped we are with information, the better our year will be right?

So, let’s start off with our customers… and making sales because..

Sales are 100% of Profit

..Sales are 100% of profit

But to get a sale, we have to attract a prospect, and then do a great job and turn them into customers, and then KEEP THEM (which is where a lot of cleaning businesses come undone.

Keeping customers can be HARD

Some customers aren’t shy at all about expressing their opinions. They know they’re paying for a cleaning service and they aren’t afraid to communicate exactly what they want and need.

But then there are others who may be hesitant, unconfident, or at least less forthright with you for dozens of reasons. But the hesitant ones could be the ideal customers, the loyal ones that want your services for years to come. They just need to confirm that you’re the right fit. To unlock this information, you need to know what they’re not saying.

Throughout my years in the cleaning industry, I’ve gathered up the most essential ways to reassure current and potential clients so that your business will be booming. And stay that way…

Here’s what you really need to know:

# 1. They’re dying to figure out how you’ll be different.

You know, different from the previous cleaning service that clearly didn’t work out (because otherwise they wouldn’t have called you). The way to not only reassure them but to actually stand out is by asking them this very simple question (learned from the indomitable Skip Miller)..

What’s causing you to change your cleaning service?

And then be quiet. This is their turn to speak! And, they’ll tell you all the things that they haven’t been happy about – which is valuable information for you, because these things are their ‘hot buttons’….

When you know your prospects ‘hot buttons’ you can tailor-make your proposal like a laser guided missile to it’s target – because you’re offering them targeted solutions to their (already existing) problems.

And no-one else will be doing that, (trust me, most cleaning business sales people just talk about themselves and their company incessantly) instead of talking about solutions to their prospects problems…

…Which is how you win your prospects’ trust..

The ‘ol one two’

And if you want to give them the ‘ol one-two punch’ then hit them with this next question (courtesy of the lovely Angela Brown Oberer…)

How will you know your home or office is really clean?

And guess what? This question will tell you EXACTLY the areas that they ‘see’… That is, the areas that are more visible to them than others.

Meaning (insert drumroll here…)

You can focus on those areas and know in advance, that your shiny new customer will see it, and appreciate it…..and stay with you longer..

It’s simple, but crucial for client retention.

# 2. They want to know how you hire and screen your employees.

What is DIFFERENT about your employees and team?

If you have a special “5 step on-boarding process” that includes some cool new ideas for bringing on efficient team members with a great eye for detail – shout it from the rooftops! (And if you don’t -2017 is the year you need to get your talent acquisition strategy as strong as your customer acquisition strategy).

Remember, your job is to be as DIFFERENT as you can from your competitors, otherwise, you’ll end up competing on price because your prospects won’t be able to make a clear distinction between your services and your competitors, so they’ll go with the lowest common denominator – THE PRICE

# 3. They want to know how long you’ve been in business (and whether you have the proper credentials).

Ok, truthfully????? They don’t care.

…..(insert a barrage of negative comments here… ) wait, wait, just hear me out first…

At the beginning of a new prospect relationship, this is simply not the most important thing to your prospect.

Why?

Because you’re not ‘there’ yet (and by ‘there’ I mean, on their mental short-list for the job).

They’re just checking you out… Just think of this as your first date… The time when you bring out “funny, charming you” who’s super interested in everything they have to say….

That my friends, is what a first date is all about…

You’ve Got To Date Your Prospects Before You Ask Them to “Marry” You….

Of course the whole licensed-bonded-insured thing is a great form of outward-facing credibility to the people who matter. How many years of experience your company has is also very telling. These clues speak to your legitimacy and trustworthiness.

And these things ARE important.

It’s just that going on and on about it at the first appointment is just going to bore your prospect to death because, THEY DON’T CARE YET..

But they will.

# 4. They want to know exactly what will be covered.

Whether you use a checklist, talk over problem areas or ask for a list of specifications, clients want reassurance that your team will do a much more thorough job than they’d do themselves if they had the time. That your team will take the time to tackle the areas that matter most (remember, this where you should be talking about those ‘hot buttons’). This should be part of the on-boarding process.

# 5 They want to know what happens if they’re less than pleased with the results.

Nooooooooo….. I just put that point in to mess with you!

Because you, the cleaning industry professional, are going to grow your cleaning business by beginning this relationship positioned as an expert. And you’re going to set your client’s expectations correctly right from the word go.

How would this sound in a real sales appointment? Something like this:

“John/Sarah, as a business, my team and I strive and work towards excellence, however, as with everything in life, it’s impossible to get a perfect score or 100/100 every single day.

Wouldn’t you agree John/Sarah?

So with that in mind, I’m going to be calling/emailing/dropping by on a weekly/monthly/quarterly basis and asking you – ‘are we meeting all of your needs’?

If you feel there’s even a small improvement that could be made, would you do me a favor?

‘Sure..’

Would you let me know before it becomes an issue so we can make any ‘course corrections’ needed, so you can have the service you signed up for, and my team and I can proudly call you our customer for many years to come?

Try this strategy… by getting your customers’ help right from the beginning, it sets up the whole shiny-new relationship on the right footing…

Why?

Because they’re worried about trusting you (they’ve been let down before, remember).

And you’re worried about asking them because you may be afraid those questions will open a can of worms. That’s always a possible outcome, but what’s more likely is that your team’s services will improve, you’ll learn a lot about what makes people lifelong customers AND your business will flourish because you weren’t afraid to ask.

So there you have it… how to grow your cleaning business by knowing what some of the thoughts are that are typically in the back of prospects’ and customers’ minds (but aren’t always addressed out of fear), AND knowing some of the right questions you can be asking to relax your prospect.

What do you think? I would love you to share some of your own experiences. Do you have another ‘top-secret’ question that your prospects ask? Leave me a message in the comments below and share your thoughts – I promise, I read and reply to every message..

“The most important thing in communication is hearing what isn’t said.” – Peter Drucker

Lisa x

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First time to our blog…? Welcome, it’s great to have you here 🙂 Want to know more about us – check us out here.

Cleaning Marketer works exclusively with cleaning businesses to help them attract more prospects, make more sales, and keep their clients longer.

Want fast business growth? Register for the next Cleaning Business School – Fast Growth Ideas for Cleaning Businesses who want to attract more prospects, make more sales and keep their clients longer.

Prefer a live event in either San Diego or New York City in 2017? Get inspired, empowered and take your market by storm. Book now

PS A FREE REPORT FOR YOU: “How To Get Cleaning Clients Even If You’re Brand New To The Cleaning Industry”

Go Grab Your Free Copy By Clicking On This Link: Here

Want fast access to great information to help you build and grow your cleaning business? Go ‘Like’ us on Facebook or hit the ‘Subscribe’ Button on You Tube.

How To Change Your Cleaning Business into a Success (Even If You’ve Made Some Mistakes)

January 16, 2017 by Lisa Macqueen Leave a Comment

Have you ever wondered how to change your cleaning business into a success, even though you know you’ve made some mistakes…?

If you’re anything like most people, you may scroll through your Facebook or Linked In newsfeed and marvel at how amazing and successful everyone is – all the good news they share, the awards, the accolades, the adulation…

Do you ever think about the other option?

What would it look like if your feed was full of bad news, bad decisions, things that didn’t work, awards that they didn’t win…

I was wondering about this myself the other day, and thinking

“Wouldn’t it be cool to learn from other peoples’ mistakes sometimes?”

So, I’m going to share something I’ve NEVER shared with my community before – because this was definitely a mistake…

A big, fat, embarrassing failure.

Back in 2008/09 my husband’s cleaning company, Cleancorp, was starting to do really well, and I thought to myself… well if we’re ‘cleaning up’ (pardon the pun) on Google with one company, imagine how well we’d go if we had 2 cleaning companies on the first page of Google…

How To Change Your Cleaning Business into a Success (Even If You've Made Some Mistakes)

My big, fat failure, The White Lotus Team…

It had to be different of course. Look and sound different, and of course have a different service offering – so after months and months of work, building the website, writing the content and finding just the “right” images (not to mention the considerable expense), The White Lotus Team was born.

This cleaning business was focused on providing green cleaning and (of all things) feng shui services – I wanted to provide services that I thought would make us SO DIFFERENT that no-one would be able to match our offering (I know, right… WHAT ON EARTH was I thinking?!!!).

So, we promoted it with Google Adwords campaigns, and got a big fat zero – week after week. Sure people were hitting the page, but there just weren’t any conversions – you see, I hadn’t gone out to the market and done what I should have done:

A TON OF RESEARCH

Months went by, and I stubbornly tweaked, the copy on the website, changed the images, updated the ads – and literally by this time, had ONLY 2 customers – who incidentally didn’t give a ‘fig’ about the feng shui services, they just wanted a clean office…

Meanwhile, we were still spending a lot of money on Google Adwords. Our ROI (If I’d had the courage to measure it back then…) would have been definitely on the ‘minus’ scale.

And as any small business owner can attest, you’d just can’t afford to waste money – sometimes, you’ve just got to face the truth.

My day of truth came – it was hard, and I felt like a complete failure, but I had to close The White Lotus Team down… ironically, not that much to close, because we only had 2 clients, which we switched to our other (successful) cleaning business :)…

So today’s blog video is for cleaning business owners who have experienced a failure, a disappointment, or perhaps an unfortunate discovery in your cleaning business. You need to watch this video, and once you have, I’d love to hear your feedback. What have you done that you wish you hadn’t in your cleaning business? What are you doing better today than you’ve ever done before..? Leave me your comments below and I promise I read and reply to every one.

Ok, so now you have my confession…. 🙂

Ready to hear what we need to do to recover from our mistakes, and what may be holding you back right now, from success? Here’s how to change your cleaning business.

Click here to watch…

Lisa Macqueen – CEO & Founder, Cleaning Marketer

P.S. If you’re serious about business growth, come join us at Cleaning Marketer – a community where cleaning business owners gain access to information that attracts prospects, makes sales and keeps top clients on their roster. Need a few quick ideas to get you started?

Click here to grab your free copy of “How To Get More New Clients, Even If You’re New To the Industry” ..

Today’s quote:

“One of the main reasons we struggle with insecurity: we’re comparing our behind-the-scenes with everybody else’s highlight reel”. Unknown.

Lisa x

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First time to our blog…? Welcome, it’s great to have you here 🙂 Want to know more about us – check us out here.

Cleaning Marketer works exclusively with cleaning businesses to help them attract more prospects, make more sales, and keep their clients longer.

Prefer a live event in either San Diego or New York City in 2017? Get inspired, empowered and take your market by storm. Book now

PS A FREE REPORT FOR YOU: “How To Get Cleaning Clients Even If You’re Brand New To The Cleaning Industry”

Go Grab Your Free Copy By Clicking On This Link: Here

The 10 Best Podcasts & Resources for Cleaning Business Owners

December 13, 2016 by Lisa Macqueen Leave a Comment

Photo Credit: Dayne Topkin

The 10 Best Podcasts & Resources for Cleaning Business Owners

When I was starting out in the cleaning business, all I wanted to do was find other (more successful) cleaning business owners…. it would have been awesome to have had a list of the 10 best podcasts and resources for cleaning business owners back then -:)

I dreamed of hanging out with them… talking about new ideas to attract customers or staff, or just to have a sounding board when I was unsure of something…

It can be really lonely being a cleaning business owner….

My friends weren’t overly entrepreneurial (and a lot weren’t business owners), so they just couldn’t relate to some of the daily issues I was going through as a cleaning business owner. They thought I was crazy to be working so hard in my business….

I needed to find people who ‘got’ me and who I could learn off ….

People who had been where I was, down in the trenches, who had actually grown a cleaning business beyond just a “hobby” and weren’t doing things the old fashioned way…

Are You Still Doing Things The Old Fashioned Way In Your Business?

Photo Credit: Nirzar Pangarkar

I wanted to learn new stuff…

None of the so-called “Gurus” ever talked about cleaning businesses – so I was left to figure things out the long way (read: the hard way)…

I became absolutely driven to learn more about the cleaning industry – and yes, if I’m honest, it became kind of an obsession..

I wanted to understand every possible way that I could make a bigger impact with our customers and our staff.

AND YOU SHOULD TOO……

You see as Cleaning Business Owners, you’re problem solvers and relationship builders.

The thing is though, you’re busy “being” that – right? If you’re like most cleaning business owners, every day you’re facing a different set of challenges.

You know you should be “doing” social media, but have absolutely no idea where to start right? (HINT: Click Here to learn that)

You’d probably love to have a quick “go-to” list of podcasts and resources specifically for cleaning business owners right? How about a community you could interact with?

Sounds good doesn’t it? Not being alone in your business anymore…

You Don't Have To Be Lonely In Your Cleaning Business Anymore

Photo Credit: © kieferpix

So, I curated this cool list for you – in it you’ll find some of the finest podcasts, resources and thought leadership on the cleaning industry, and my prediction:

The cleaning business owners who become “experts” in their area, win. They win better staff and better customers.

And look, there’s no need to feel overwhelmed; it’s quick and easy to press play on a podcast during your morning commute or scan a quick article while your lunch is heating up. And we’ve made it even easier by curating a list of the most crucial ways to stay in-the-know.

The following resources are in no particular order of importance –so whether you like to read, watch or listen to information here goes – just make it your mission to start somewhere!

Top 10 Podcasts and Resources for Cleaning Businesses

Photo Credit: © alexmillos

Here’s Our Top 10 List:

The Quick Talk Podcast hosted by Josh Latimer is dedicated to helping business owners succeed. This episode divulges how to get more cleaning clients and grow quickly with a Power Followup Planning Checklist. New talks are posted every Tuesday and Friday.
Savvy Cleaner is a site dedicated to providing training and certifications for house cleaners. With tips and training services, you’ll be confident that your team is delivering high quality cleaning to your clients.
The first news and information source dedicated solely to the cleaning industry, Cleaning Business Today lists tools, techniques, industry best practices and tricks of the trade in a streamlined environment.
INCLEAN Magazine offers up the latest news and events so you can always be at the forefront of the cleaning community. This is both a print and digital magazine that sends out regular email newsletters as well, so it covers all the bases.
If you believe better communication resolves many of the major challenges in your line of work, Swept’s blog (and their incredible software) may be right for you. Swept is devoted to showing owners how to get the most out of their employees with software that assists with time tracking, scheduling, reporting, instructions and supplies, so you can focus on the bigger picture, (and they just happen to write a killer blog) -:)
Though not directly related to the cleaning business, The Tim Ferriss Show is an incredibly insightful podcast for expanding your reach. Voted iTunes’ Best of 2014 and Best of 2015, this guy knows how to draw the celebrity guests, but more importantly, how to reveal unique bits of business wisdom you can’t find anywhere else.
From dealing with cleaning services to cash flow, the Grow My Cleaning Company podcast covers it. Hosted by Mike Campion you can subscribe on iTunes or Stitcher so you never miss an episode, no matter your schedule
The Cleaning Business Forum on Facebook states that “all cleaning business owners are welcome” to join this group. Focused on giving and receiving advice from fellow owners, this is truly a grassroots way to stay involved and learn from others.
Cleaning Owners is another Facebook group you can join that asks the tough questions while dispensing regular encouragement. This group is especially recommended for those just starting out.
If LinkedIn is more your thing, Growth Strategies for Commercial Cleaning Professionals is the group for you. This discussion is targeted more toward expansion and other advanced topics rather than the challenges that beginning cleaning owners typically face.

UPDATE:

After feedback from my community, it looks like # 9 isn’t a very active Facebook Group – so if you’re in the Maid Service space, go check out the ZenMaid Group on Facebook…

Of course, you’re here on our very own information platform – the Cleaning Marketer Blog and we’re completely focused on helping you achieve your entrepreneurial goals, and shorten your learning curve in the cleaning business.

So be sure to stay connected with us as we cover everything a modern cleaning business owner needs to know – sales and marketing, systems and processes (that actually work for cleaning businesses), how to hire (and sometimes, fire) staff, social media, and the list goes on and on…

In fact. Could you do me a favour?

If there’s an area within your cleaning business where you need help, and you’d like me to either do a video or a blog article on it (or even a free webinar) – I’d be happy to, because chances are it will help you and it will probably help others too….

So, leave a message in the comments section below outlining what you’d like me to cover for you – I read and reply to every message…

Hopefully you’ll find these resources beneficial to your cleaning business. Owning a business is challenging, and you don’t have to feel alone when navigating the murkiness of hiring, managing, meeting service expectations and increasing margins. There are people out there like you who are experiencing similar situations and are making it work for them.

If you’re serious about business growth, come join us at Cleaning Marketer – a community where cleaning business owners gain access to information that attracts prospects, makes sales and keeps top clients on their roster. Need a few quick ideas to get you started?

Click here to grab your free copy of “How To Get More New Clients, Even If You’re New To the Industry” ..

Today’s quote:

“Merely surviving is not the same as truly thriving”. William C Taylor

Lisa x

………………………………………………………………………………………………

First time to our blog…? Welcome, it’s great to have you here 🙂 Want to know more about us – check us out here.

Cleaning Marketer works exclusively with cleaning businesses to help them attract more prospects, make more sales, and keep their clients longer.

Want fast business growth? Register for the next Cleaning Business School (Starting Jan 2017) – 8 Weeks of Fast Growth Ideas for Cleaning Businesses who want to attract more prospects, make more sales and keep their clients longer.

Prefer a live event in either San Diego or New York City in 2017? Get inspired, empowered and take your market by storm. Book now

PS A FREE REPORT FOR YOU: “How To Get Cleaning Clients Even If You’re Brand New To The Cleaning Industry”

Go Grab Your Free Copy By Clicking On This Link: Here How To Get More Cleaning Clients, Even If You're New To The Cleaning Industry

7 Cleaning Client On Boarding Mistakes (That Ruin Relationships Before They Start)

November 8, 2016 by Lisa Macqueen Leave a Comment

In the ferociously competitive cleaning industry it can be difficult to make a new sale, and you did it – congratulations… you just won another new client – great work!

However…..

Signed contracts (actually, I don’t like using that term – can we go with ‘paperwork’ instead?) are only half of the cleaning business puzzle, the other half being client retention. There are milestones that happen early on in client onboarding that significantly impact the relationship down the road, and your ability to retain a client for much, much longer.

So, how do you go from that initial hand shake to years-long, steady paperwork renewals?

By avoiding the easy-to-miss mistakes that have been stunting the growth of cleaning businesses. Below are some of these crucial mistakes and how you can avoid them.

You don’t match expectation with service.

During the on boarding meeting, discuss your new customer’s goals and set them beside your company’s deliverables. Ensure your team is up to the task, that the client doesn’t have unreasonable expectations and that everybody knows what they’re getting all within the same meeting. You’ll be saving everyone time.
You haven’t built any rapport.

Creating an authentic connection from the beginning lays the groundwork for continually fostering trust and understanding throughout the business relationship. Plus, a solid foundation keeps clients happy long-term and smoothly covers any unexpected bumps that may appear later.
You don’t have all the information you need to do the job well.

In order to prep your team for success, you need to know all the little details. Create a checklist for initial meetings to confirm you’ve thought of everything. Is there an alarm code for the building? How many sets of keys are involved? Should your team be watering plants as part of the cleaning service? Are there items laying out that shouldn’t be handled? Questions like these will help you help them. Your new client needs to see your value right away, and this step gets you there. The client seeing an immediate, tangible improvement in their environment instills a dramatic, lasting impression.
They don’t have all the information they need.

As you’re probably aware, it works both ways. Are there specific processes a new client needs to understand before your team gets started? Have you talked through process, timeline, schedule, relevant team members? Covering these bases in the onboarding meeting is a game-changer.
You don’t have a system for consistent communication.

Establish a S.Y.S.T.E.M (save yourself some time, energy & money) for emailing, calling and face-to-face meetings so that communication stays open. Having these steps for client interaction in place gives you the opportunity to maintain positive relationships. There should be steps for contacting before the initial meeting and immediately post-meeting, as well as long term follow-up.
You don’t market to your existing clients.

Yes, you read that right. Marketing happens before, during and after a sale – Think of it like this – at the beginning, you’re a problem solver and relationship builder…. Their problem is they need cleaning services… Perfect, that’s just what you specialize in…

Now for the relationship building… Think of this as kind of like a romance… You meet the perfect ‘someone’ who’s looking for great cleaning services… what next?

Well – you gotta flirt a little right? (and no, I don’t mean literally…!) When a new prospect and potential client comes into your sales ‘funnel’ your job is to ‘flirt’ with them – you go and meet with them at their site or residence, you make sure you look sharp, and you’re on time, you listen to them and let them speak more than you…. in essence you’re building a relationship so that they will eventually know, like and trust you…

quote

If you’re in a relationship, you don’t stop the romance right? In fact, to have a long and happy relationship you need to be impressing and romancing them for ever more 🙂 ….

Same thing with your clients – romance them… flirt with them, win them over, and then continue to always show them that you care about them and their business by staying in touch, include thank-you notes, holiday greetings, account reviews, survey cards and testimonial requests, and providing great service….

Give So Much They Can’t Ignore You…

When was the last time you looked at your list of clients and wondered ‘how could I help them grow their business?” You would be shocked at how many of your clients could do with a hand…. Have you lost a client because their business is down? Maybe you know someone who could use their service… remember the Law of Reciprocity… it works!

Click here to grab your free copy of “How To Get More New Clients, Even If You’re New To the Industry” ..

Today’s quote:

Take the time every day to be grateful and thankful for everything you have. You can always have more, but you could also have less. Unknown.

Lisa x

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First time to our blog…? Welcome, it’s great to have you here 🙂 Want to know more about us – check us out here.

Cleaning Marketer works exclusively with cleaning businesses to help them attract more prospects, make more sales, and keep their clients longer.

Want fast business growth? Register for the next Cleaning Business School – 8 Weeks of Fast Growth Ideas for Cleaning Businesses who want to attract more prospects, make more sales and keep their clients longer.

Prefer a live event in either San Diego or New York City in 2017? Get inspired, empowered and take your market by storm. Book now

How to Hire & Retain the Best Cleaning Employees

October 27, 2016 by Lisa Macqueen Leave a Comment

How to Hire & Retain the Best Cleaning Employees

You’re a diligent boss who’s careful to hire the ‘standouts’….but you’re finding it challenging to say the least, to get the right applicants to even show up for an interview, much less be a great fit for your cleaning business.

You hope they’ll stick around so that you can continue to provide superior service to your clients with a reliable cleaning team. You want to keep hiring exceptional people, but also recognize and encourage a long-term commitment to the job. Below are some practical examples on how to do just that.

Know Your Company’s Hiring Reputation.

It’s great to know your reputation with clients in order to stay profitable, but knowing how prospective employees regard your company is also essential. Your public persona inadvertently tells those out in the job market how they’ll be treated. Does your staff speak of you highly? Do your social media channels and website give the impression that your company offers a rewarding experience for its employees? College kids with good grades can also make amazing staff, just ask Student Maid… Each of their team must meet a 3.5 minimum GPA requirement to even be considered for the job – and they’re having great success in hiring great staff, who are committed to them and their clients.

Pro Tip: Become a ‘role-model’ company…. the type of organization that people look at as more than just a paycheck. Be a paycheck with purpose…

Conduct Interviews with Current Staff.

We know it seems strange, but interviewing existing employees who’ve made it through the long haul with you can be incredibly beneficial in the hiring process. Find out the reasons for their loyalty and what makes your company a great place to work. Offer a referral bonus program to encourage employees to recruit good prospects for you…

Establish the Right Company Culture

Allow staff to develop strong bonds. Make your company a place of respect and active listening. If your employees feel like their feedback is heard and even implemented occasionally, it can make a significant impact in workplace contentment. Treating people well, especially in the early stages of employment, is proven to boost retention, and will definitely boost loyalty.

Pro Tip: Ask your team: “What can we do to help make your job better?”

Recognize That Rewards Go Beyond Money

While bonus checks are always eagerly welcomed, recognition in front of peers, involvement in company parties and group activities, or even lunches with you and the rest of the team can make a crucial difference in keeping someone around. Verbally recognizing good work is key. It’s easy to forget to do so on a consistent basis, but people relish this praise and work harder because of it.

Pro Tip: Something that Jancoa does (that I love), is they take a cold can of Coke in to their employees when they go and do site quality visits and while they’re there, they thank their team for their hard work…

Show Them a Real Future

Hire and promote from within when possible in order to spur motivation. Delegate responsibilities that help your team members grow and gain relevant skills. Encourage ownership over job duties and thinking of themselves as ‘problem solvers and relationship builders’ when they’re out at a clients’ site.

Taking these steps will ensure a solid team to bolster the success of your cleaning service. Watch your business grow from the results. And if you’re serious about business growth, come join us at Cleaning Marketer. Join a community where business owners in the industry gain access to information that attracts prospects, makes sales and keeps top clients on the roster. Click here to grab your free copy of “How To Get More New Clients, Even If You’re New To the Industry” ..

Today’s quote:

“No such thing as spare time. No such thing as free time. No such thing as down time.

All you’ve got is life time. GO”! Henry Rollins

Lisa x

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First time to our blog…? Welcome, it’s great to have you here 🙂 Want to know more about us – check us out here.

Cleaning Marketer works exclusively with cleaning businesses to help them attract more prospects, make more sales, and keep their clients longer.

Prefer a live event in either San Diego or New York City in 2017? Get inspired, empowered and take your market by storm. Book now.

The Secret Behind All Great Cleaning Businesses

August 2, 2016 by Lisa Macqueen Leave a Comment

How Do You Target Customers?

What’s the secret behind all great cleaning businesses?

The great cleaning businesses have multiple attributes that create their success – they work with a cleaning business coach, they have great people in their Organization, they’re passionate about serving their clients, and they’re dedicated to having outstanding systems and processes. All of these are very high on the list, but another thing this group of cleaning businesses do very well, is that they know how to look for, (and find), their ideal clients.

You see, in today’s economy, success in business is all about search. Get good at search and it changes everything.

Think about it: to build a great database you need a number of contacts, and then need to be able to filter those contacts to the ones that count, based on recent events i.e. when their current contract is up, or when they are moving etc…

Here’s some searches to think about:

Bring up a list of every prospect that you’ve ever provided with a quote for your cleaning services. How many of them have changed their cleaning service since you last spoke? Maybe they’re ready to change right now and just need a call to get the wheels in motion…
Geographic search – Got a great staff member or subcontractor in a certain location? Look at your prospect list –who do you know in that area who might be looking for a great new cleaner?
Find your top 100 clients, based on those that have done multiple transactions with you, or those that refer you the most.
Create your ‘dream list’ of clients you’d like to work with and start building up a relationship with them on social media – start following them, liking, sharing or commenting on their posts…
Of course, search can also include using Google Adwords and/or Facebook and buying ads to advertise your business. These are very effective also, but remember, there are costs involved in setting up and then having your ads displayed… and, if you’re targeting isn’t done right, it could end up costing you a lot of money for very little return on your investment..

The secret is finding the right list to call at the right time, because being relevant wins.

So how can you do that easily?

If you have a cleaning business coach, have the conversation with them – what do they recommend? Here at Cleaning Marketer, we’re totally focussed on having cleaning business automation to handle all of the ‘heavy lifting’ with prospecting that will handle this process for you and keep you ‘in front’ of your ideal prospects on a regular basis, and save you a lot of time without the headache of having to ‘figure it all out’ by yourself..

Are you a great cleaning business? What’s been the number # 1 secret to your success..? I’d love to hear from you in the comments below..

Today’s quote:

Even great people need constant opportunities for improvement. Thomas Crosby

Lisa x

………………………………………………………………………………………………

First time to our blog…? Welcome, it’s great to have you here 🙂 Want to know more about us – check us out here.

Cleaning Marketer works exclusively with cleaning businesses to help them attract more prospects, make more sales, and keep their clients longer.

Want fast business growth? Register for Cleaning Business School – 4 Weeks of Fast Growth Ideas for Cleaning Businesses who want to attract more prospects, make more sales and keep their clients longer.

Prefer a live event in either San Diego or New York City? Get inspired, empowered and take your market by storm. Book now.

8 Tips on How to Make Your Boss (and team) Respect You

July 25, 2016 by Lisa Macqueen Leave a Comment

What’s the team culture like in your business?

What are the 8 Tips on How to Make Your Boss (and team) Respect You? Now before you start thinking… “you can’t make people respect you – respect is earned” (which it most definitely is and I wholeheartedly agree with you), hear me out for a minute…

As a cleaning business coach, one of the first conversations I have with new clients is this: “Have you ever wondered how your team (or boss) views your performance at work? I’m not talking about your annual performance review here, but how they actually think about you as a member of the organization? In other words, do they look at you as someone who dreams big and get’s things done, or do they look at you as someone who just turns up, does what you have to, and leaves….?

Let’s face it, no-one goes to work wanting to do a bad job right? Most of us want our boss or our team to think we’re easy to work with, or efficient, or an asset to the business, so today, let’s look at what we can do, to make that happen…

# 1. What Value Are You Bringing?

Look at how you add value to the business. Are you bringing great new ideas on how things can be improved in your department or the business as a whole… (I heard a great quote from Sally Hogshead, “If you’re not adding value, you’re just taking up space”. Don’t take up space in the business.

# 2. Ask For Feedback

Make it easy to give you feedback without the drama that can sometimes be associated. What I mean by that is, ask questions like, “Should I handle that differently next time?” or, “How would you have done that better?” The point here is to look at it as a great opportunity to get real feedback that will help you become an even better member of the team (as well as their boss).

# 3. Don’t Get Frustrated Easily

I once worked with a woman whose frustration threshold was so low, she had the entire office (and business) on red alert constantly. It was counter-productive and damaging to the morale, and although she was an incredible asset in some ways, eventually, we had to let her go because we just couldn’t endure working with her a minute longer – she was, quite literally, punishing…

What we learnt from that experience was huge.

Your company culture is something that must be protected, and if you have a team member who is not in alignment with your company’s purpose, values, and mission, well, it’s better to make a change sooner rather than later. Remember, in an office, residential or strata cleaning business, company culture is critical to success.

# 4. Don’t Overshare

Communication is great, but please don’t overshare. If you’re cc-ing people in on everything you’re doing in the hope of getting extra credits, please stop that right now. People are busy so just share with them what they need to be consulted on, to approve, or informed about. As a rule of thumb – if you’re unsure, just ask..

# 5. Don’t Schedule Too Many Meetings

I read a great article on Linked In this morning and this phrase really resonated: “In most businesses, you have to get approval to spend $500, yet you can call a meeting that runs for an hour with 20 of your staff and no-one questions it..” Forbes did an awesome article on just this subject too, that’s definitely worth a read: “Too Many Meetings, There’s a Simple Solution for That.

# 6. Accept That Everyone’s Different

Everyone has their own way of doing things – their pet peeves or weird preferences.

That’s ok, ok?

If your office manager wants the commercial cleaning company to use luxurious toilet paper over the ol’ 2 ply – Roll with them (excuse the lame pun…) – it’s really not that big a deal.

# 7. Frame Your Concerns

If you’ve ever worked with what I like to call the “dream stealers” you’ll connect with this point. Dream Stealers are people who will tell you every reason why something can’t be done. They don’t want to try anything new. They don’t care that you’ve come up with an innovative new way to offer your service, or engage with your team or clients, and then the dream stealers come in and tell you every reason why it won’t work and it can’t be done.

I’m not against constructive criticism, BUT

how about re-framing your objections to: “what makes the most sense for the business” or “can you explain in a little more detail how this will help our business?” Instead of just saying “Nope, not going to work because…”

Now if you’re a business owner, of course, you’re the one with everything on the line, so naturally, you will have the final say, and you do need to be straightforward about that too. A great way to frame it would be: “I understand that X doesn’t sound like a big deal, but it’s driving me crazy. Could we try doing ___?”

# 8. Don’t Give In to An Active Imagination

Sometimes, when we receive a text or an email from someone it can sound a little, well, sharp.

And no-one, absolutely 100% no-one, enjoys receiving an email or text like that.

If you’re the recipient of this type of message, sometimes your mind starts to go over it, and play it over and over and before you know it, that message is making you miserable. You’re feeling undervalued, overwhelmed or just plain upset by it – all because the sender didn’t put a ‘smile’ into their communication or was very blunt. So, if you’re confused or even just a little concerned about someone’s words or actions, don’t stew on it. And don’t send a dozen text messages backwards and forward about it either. Just use these magical 4 words to solve this:

JUST . SPEAK . TO . THEM .

Something like “Hey I might be misreading this, but do you have any concerns about how I’m handling XYZ?” Here’s the trick – say it calmly, and be genuinely curious and open. If you take the other route and get angry, frustrated and upset, well refer back to Point # 3 ” Don’t Get Frustrated Easily”

Conclusion

What do you do to earn the respect of your team or your boss? I’d love to hear, so please comment below and share your ideas…

What are your struggles in marketing your cleaning business? Let me know in the comments below and I’ll try and answer it in my next blog post… (I read and reply to every comment you leave me)…

Today’s quote:

“Keep away from people who try to belittle your ambitions. Small people always do that, but the really great make you feel that you, too, can become great. – Mark Twain

Lisa x

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First time to our blog…? Welcome, it’s great to have you here 🙂 Want to know more about us – check us out here.

Cleaning Marketer works exclusively with cleaning businesses to help them attract more prospects, make more sales, and keep their clients longer.

Prefer a live event in either San Diego or New York City? Get inspired, empowered and take your market by storm. Book now.

Your Customers are BORED

May 17, 2016 by Lisa Macqueen Leave a Comment

Your Customers are BORED

Are you boring your potential prospects and clients to tears?

More specifically they are likely bored when they hear from you on social media.. ESPECIALLY, if you are posting about before and after toilet shots, or floor shots…. sorry to everyone out there in ‘cleaning business owner land’, but,

[SHOUTING:] No-one cares!

It’s the same ol’ same for most cleaning businesses, they just keep focussing on themselves, and not what’s interesting to their prospects and clients… oh, and that’s if you even contact them at all.

In today’s video I am going to make it short and simple for you…

...if people are bored when they interact with you, they aren’t going to buy from you.

So, how do you sell and promote the same services, packages and deals you sell everyday in your cleaning business without being boring?

Check out today’s video here:

Once you’ve had a chance to watch, I’d love to know if you’ve ever struggled with ideas for social media posts for your cleaning business, and how you overcame that…?

Are you doing something amazing in social media, that’s getting you great results?

C’mon over and let me know in the comments below.

That’s the great thing about the Cleaning Industry, you meet so many people who’ll join you for sections of the journey. It’s a relationship business, where happiness and business success comes from within. If you think well, you’ll do well..

Today’s quote: “Find people who play at those things that for you, are work…. ” John Assaraf

Lisa x

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First time to our blog…? Welcome, great to have you here 🙂 Want to know more about us – check us out here.

Cleaning Marketer works exclusively with select cleaning businesses to help them attract more prospects, make more sales, and keep their clients longer. To learn more about our industry-leading Client Attraction System, click here.

Ready for business growth? Register now for Fast Growth Cleaning Business MasterClass New York, or San Diego in 2016. Get inspired, empowered and take your market by storm. Book now.

Why Is Good On-Boarding So Important?

What are the benefits of client on-boarding?

Here’s what a good client on-boarding process can do:

..Sales are 100% of profit

# 1. They’re dying to figure out how you’ll be different.

What’s causing you to change your cleaning service?

How will you know your home or office is really clean?

# 2. They want to know how you hire and screen your employees.

# 3. They want to know how long you’ve been in business (and whether you have the proper credentials).

# 4. They want to know exactly what will be covered.

# 5 They want to know what happens if they’re less than pleased with the results.

Today’s quote:

The 10 Best Podcasts & Resources for Cleaning Business Owners

Here’s Our Top 10 List:

UPDATE:

You don’t match expectation with service.

You haven’t built any rapport.

You don’t have all the information you need to do the job well.

They don’t have all the information they need.

You don’t have a system for consistent communication.

You don’t market to your existing clients.

Give So Much They Can’t Ignore You…

Know Your Company’s Hiring Reputation.

Conduct Interviews with Current Staff.

Establish the Right Company Culture

Recognize That Rewards Go Beyond Money

Show Them a Real Future

# 1. What Value Are You Bringing?

# 2. Ask For Feedback

# 3. Don’t Get Frustrated Easily

# 4. Don’t Overshare

# 5. Don’t Schedule Too Many Meetings

# 6. Accept That Everyone’s Different

# 7. Frame Your Concerns

# 8. Don’t Give In to An Active Imagination

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