Managing Client Expectations in the Cleaning Industry
When it comes to the successful operation of a cleaning business, what is very often
overlooked is the importance of the effective management of the expectations of your
clients in the Cleaning Industry. Anyone who runs a cleaning business will be well aware that clients often expect
the best. Indeed, while they have every right to expect the best service possible, their lofty
anticipations are often not commensurate to the budget that they have available to them for
the completion of the task. It will therefore be plainly apparent that it is a true necessity for
operators of cleaning businesses to ensure that client expectations are well managed.
Clients Must Value Time Properly
A real problem that crops up time and time in the cleaning industry again for operators of cleaning businesses is the
phenomenon of clients undervaluing the amount of time that it takes to complete assigned
cleaning tasks. Many clients simply do not possess the understanding that the process of
cleaning is not always a simple one, and can, on occasion, take longer than might typically be
Most cleaning contractors in Australia pay their employees above the rate of the National
Award Conditions, and therefore differences in price are typically linked to the amount of
time that is allocated to clean. In fact, it is generally the case that the greater the cleaning time
required, the higher the cost to clients. It is important that clients are made well aware of the
correlation between time taken for cleaning services and time. It is paramount that clients be
made aware that typically, more money equals a longer cleaning allocation.
Communication Is the Best Way to Manage Expectations in the Cleaning Industry
Communication is, as in many aspects of life, paramount when it comes to interaction with
your clients. Defuse the situation by showing that you intend to consider the complaints and
meet any needs that a client might have. If a client expresses dissatisfaction at the cleaning
service provided, it is best to engage in conversation about how best any issues can be
resolved, and negotiate a new time frame in which to have the cleaning task completed.
Some clients may look elsewhere, in an attempt to get a new quote from another cleaning
business operator, at a cheaper price. However, it is important to make clients aware of that,
within the Australian workforce, in general, as far as labour is concerned, less money means
less quality in the end product.
Clients Must Keep a Reasonable Outlook
Clients are often not aware of how quickly the cost of a few small tasks can quickly add
up, even if these are only five minutes per day over the space of a month. There can also
be an issue of mis-communication between receptionist and administration staff, who may
tell cleaning staff one thing, while managers and bosses really want a different service at a
Companies who have reasonable expectations find that the benefits are considerable, as they
receive better quality and more reliable services when they foster long term relationships.
Those clients who fail to do so risk falling into a cycle of constantly changing their cleaning
It is in the best interests of both the cleaning service provider and the client to leave lines of
communication open. This leads to the avoidance of disputes and keeps both parties happy