Client Onboarding

Working closely with my clients before cleaning their home is an essential practice that helps to ensure their satisfaction and a successful cleaning experience. Here's how I go about it...

• Initial consultation - I start by having an initial no-obligation consultation with the client. This first step in working with me can be done over the phone or via email/messenger service. During this conversation, we discuss their specific cleaning needs, preferences, budget and any special instructions they might have. This will help me to understand their expectations and tailor their cleaning services accordingly.

• Customisation - Every home is different and each client will have unique requirements or needs. I pay attention to their preferences, for example any specific areas to focus on or any sensitive areas/items that need special care.

• Home visit - I always conduct a walk-through of the client's home with them before providing them with a quote and the initial cleaning appointment. This allows me to see the property, assess the size of the space, the level of cleaning required, timeframe needed and any potential challenges that might arise during the cleaning process. It also provides the client with an opportunity to discuss any concerns or questions they might have and to begin to build a professional relationship with me. This meeting also allows me to get a feel for client's needs and give my expert advice to ensure I am able to meet those needs. This meeting is a key part in delivering a bespoke service to each of my clients and feedback from them has always been positive.

• Proposal - Following the home visit, I'll send an email outlining the cleaning required, scope of work, deliverables, timeframe and quote. Once the proposal is approved, we'll enter the planning phase and a date and time will be agreed to carry out your clean(s) when your preferred time slot is available.

• Clear communication - I maintain clear and open communication with clients, addressing any questions regarding my cleaning process and the products I use and providing them with information on my cleaning procedures and safety measures I have in place.

• Special requests - Some clients might have special requests or areas they want me to pay extra attention to. Discussing this allows me the time to look at how to accommodate them effectively.

• Service agreement - I provide my clients with a detailed welcome pack containing a service agreement that sets out the terms and conditions of my business, such as how payments are made and what to do if they wish to cancel.

• Flexibility - I am open to adjusting my services based on the client's feedback where possible. Sometimes they might have last-minute changes or additional instructions. I hope by being flexible and adaptable, I enhance my client's overall experience.

• Follow-up - I am in constant contact with all of my clients, both directly and via my social media, frequently checking in to see if there are any cleaning issues or concerns which I can address promptly and professionally. I also keep clients updated on my progress and what I have been working on around their home.

• Feedback loop - I encourage clients to provide honest feedback on the quality of my service. This can help me get an overview of my performance, let me know when I am getting things right, identify any areas and opportunities for improvement and demonstrate my commitment to delivering exceptional cleaning results.