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Client Onboarding

  • Writer: Broadland Housekeeping
    Broadland Housekeeping
  • Apr 27, 2024
  • 3 min read

Updated: Apr 3

I believe that collaborating with my clients before cleaning their homes is crucial for ensuring their satisfaction and a successful cleaning experience. Here's how I approach it.....



  • Initial consultation - I begin with a no-obligation consultation, where we can connect over the phone, email or a messaging service. In this initial conversation, we go over the client's specific cleaning needs, preferences, budget and any special requests they may have. This helps me get a clear understanding of their expectations and allows me to customise the cleaning service to fit their needs.


  • Customisation - Every home is unique, and each client has their own set of requirements. I make sure to pay close attention to their preferences, such as specific areas they want me to focus on or any sensitive items that require extra care.


  • Home visit - I always schedule a walk-through of the client's home before providing a quote or setting the date for the initial cleaning. This allows me to assess the property, understand the size of the space, evaluate the level of cleaning needed, determine the required timeframe and identify any potential challenges that may come up during the cleaning process. It also gives the client a chance to voice any concerns or ask questions, while helping us begin to establish a professional relationship. This meeting allows me to better understand the client's specific needs and offer expert advice to ensure I can meet those needs effectively. It's an essential step in providing a tailored, high quality service and the feedback I've received from clients has always been overwhelmingly positive.


  • Proposal - After the home visit, I'll send an email that details the cleaning requirements, scope of work, deliverables, timeframe and the quote. Once the proposal is approved, we'll move into the planning phase and agree on a convenient date and time for the cleaning, ensuring it fits within your preferred time slot.


  • Clear communication - I prioritise clear and open communication with my clients, always addressing any questions they have about my cleaning process and the products I use. I also provide them with detailed information about my cleaning procedures and the safety measures I have in place to ensure a secure and effective service.


  • Special requests - Some clients may have special requests or specific areas they'd like me to focus on. Taking the time to discuss these allows me to plan how to accommodate their needs effectively and ensure I provide the best possible service.


  • Service agreement - I provide my clients with a detailed welcome pack that includes a service agreement outlining the terms and conditions of my business. This covers important details such as payment methods and the steps to follow if they need to cancel a service.


  • Flexibility - I'm always open to adjusting my services based on client feedback whenever possible. If they have last minute changes or additional instructions, I'm happy to accommodate them. By being flexible and adaptable, I aim to enhance my client's overall experience and ensure they're completely satisfied.


  • Follow-up - I stay in regular contact with all of my clients, both directly and through my social media, to check in and address any cleaning issues or concerns they may have in a timely and professional manner. I also keep them updated on my progress, letting them know what I've been working on around their home.


  • Feedback loop - I encourage clients to share honest feedback about the quality of my service. This helps me gauge my performance, understand when I'm meeting expectations, pinpoint areas for improvement and shows my commitment to delivering exceptional cleaning results.

 
 
 

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