Positive customer relationships are especially crucial for the residential cleaning industry, as this work requires a considerable amount of trust from the customer. They are regularly permitting you entry into their home and expect you to ease the burden of maintaining their household. So, you must create the most comfortable environment to establish and maintain that connection into the future. Here’s how to build rapport with your residential cleaning customers.
1. Exercise Empathy for the Problems They May Be Facing
You never know the challenges your customers may be facing in their lives. Although the use of residential cleaning services may be a luxury for some, it is a necessity for others. For instance, consider the possibility that one of your customers entrusts the cleaning of their home to you because they are an elder who is unable to care for themselves without assistance. It is your responsibility to exercise empathy toward each customer’s unique circumstances, and not view them all as one and the same. Your customers will pick up on this empathy and be grateful for it!
2. Ask for Clarity in Customer Requests
Never assume you know what your customer is asking for. Everyone has a different definition of clean – and you may not agree with your customer’s perspective. If ever you are confused by a cleaning request that is submitted to you or are unsure of what sentimental items you should avoid touching, simply reach out to the individual to double-check your understanding. Also, clarify your key services to your client, so they are sure of what to expect and what they can, possibly cannot, request of your company.
3. Get a Stronger Sense of What Your Customer Wants
Ask your customer what they’re looking for in a cleaning company. What service options drew them to hire your services? How will your assistance make a difference in their lives? Have genuine discourse on these matters to get a better feel of the role you play in your customer’s life. This will allow you to then customize further interactions and work to your customer’s needs.
Building rapport with your customers is just as important as it is with your staff. Follow these steps to develop a relationship based on positive customer experiences and earned trust to ensure that you and your client will have a long-lasting professional relationship.