Carpet Cleaning Service Professional Tips

How to Service Your Carpet Cleaning Clients Like a Professional.

• I. The 3 P’s of a Professional & Client Relationship.
  • Polite – Be Polite.
    • Smile!
    • Introduce yourself.
    • Offer a handshake.
    • Greet your client warmly. “It’s a pleasure to meet you!”
    • Dress appropriately.
    • Be properly groomed, showered, neat & clean.
    • Wear a uniform or properly branded outfit.
    • You only get one chance for a first impression – they matter.
  • Professional. Be Professional.
    • Be respectful. You’re a stranger in someone else’s home.
    • Use the same etiquette expected in an office/business setting.
    • Best behavior is expected.
    • No jokes, off color comments, innuendos.
    • Be prudent & avoid potential divisive conversations of religion/politics.
    • Be confident. Remember that you’re here to meet your client’s needs.
  • Personable. Be Personable.
    • Be kind, thoughtful, and friendly.
    • Make this encounter a positive experience, like meeting a new friend.
    • Value the client’s time. Avoid excessive conversation.
    • After greetings end, steer the dialogue to the task at hand.
    • Always ask your client, “Exactly how can I help you?”
    • Be actively interested in your clients needs/concerns, like a family member.
• II. Clarify the task.
  • Confirm the specific tasks, needs, and desires of your client.
  • Always ask if there are particular concerns of interest.
  • Complete the service efficiently, completely, and exceed expectations.
  • View each job, and each client, as unique & special – because they are.
  • Add value! Throw in something extra, beyond the norm – a bonus.
  • Communicate timeframes, update as required, and strive to meet them.
  • Upon completion. Review and summarize the work performed with your client.
• III. Communication. (how could so many service pro’s miss this?)
  • Answer your phone.
  • Return missed phone calls quickly.
  • Arrange the scheduling of service calls & communicate. Keep the client(s) updated and in the loop, should any issues or schedule changes arise.
  • Call the day or early evening before an appointment, confirm the appointment.
  • Call immediately if delayed on the day of the appointment. Don’t let your client’s fret over whether you’ll show up.
• IV. At job completion.
  • There are times when you can be a bit more personable and let your hair down a bit, but most times, it’s best to wait until after the job completion.   There’s new found faith in you after you performed the task(s) to expectation (preferably beyond).  The client may be more comfortable, and may want to know a bit more about you.  Indulge them!  If asked, share something about yourself. This is the time to complement their taste, or their lovely furnishings, something genuine please…. Don’t delay too long.  Remember, it’s their time they are giving up for you.  Be sure to thank them cordially and graciously pack up your remaining items, and depart.
  • Final Note.   Do a once over.  Oftentimes one forgets and leaves something behind.  This ends up wasting the client’s (and your) time.
  • Over the years, relationships with your clients can grow and trust is no longer an issue, but nevertheless, I always follow this basic rubric with every client, every time i serve them, be they a new customer, or a long-time friend.