Problematic Customers Drive House Cleaners Insane
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- เผยแพร่เมื่อ 29 ต.ค. 2017
- Problematic customers are among the three types of customers in house cleaning. The other two are difficult customers and high maintenance customers. But hands down, problematic customers are the worst.
Angela Brown, The House Cleaning Guru breaks it down in this house cleaning training. Here are 5 more signs to recognize if you have problematic customers.
We Ask a House Cleaner about the insanity and havoc they wreak for house cleaners and maids. Should you try to make it work or walk away?
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Check out this playlist of similar videos we made on boundaries and expectations. More great info. th-cam.com/play/PLh1fKdNH3piR18QMRtet9RqjNHBEJZH0K.html
When I first started my business I would take ANY customer. Now, I’m VERY PICKY.
Same
This has been my main problem with cleaning for others: They want me to do a mountain of work in a very short time. The person has not cleaned their residence for weeks, months or even years, and they want me to undue all that neglect in 2-4 hours. They don't clean so they don't understand the balance of quality and quantity. I'm starting to ask myself if it's even worth the aggravation! Like someone said in the comments below, I need to choose customers more carefully and not be afraid to reject some offered to me by the cleaning company.
Hi. I am so sorry for being so late to respond. Thank you so much for watching, I appreciate it! 😃
I had an Indian client who was very meticulous, at first she was ok but gradually became a nit picker. She threw me under the bus and went behind my back and left awful feedback to my manager. I told her on the first occasion of our meeting that if she has any problems to let me know first not my manager. Anyway good riddance, she had quite a large house and expected one person to clean the entire house within 3 hours!
We've all had clients that for one reason or another got nit-picky and turned on us. I had a client like that too - turns out her husband was nit picking on her, and she was taking it out on me. We discussed it - and then became friendly again because we both realized the problem was not between the two of us or the expectations we had of the work being done. I'm sorry this happened to you. Situations like this are never pleasant.
@@AskAngelaBrown thanks Angela, on this last occasion that I did her clean her husband was there and he is usually never there when I was there doing previous cleans. He probably contributed to the bad review, I don't know. But my client was basically micromanaging me telling me to use the handheld vacuum cleaner on low power instead of high power so I could get the job faster 🤦🏻♀️ defeats the purpose 🤦🏻♀️
I had a Microsoft Indian who was like that at first but she constantly refers me to her friends now.
I know I’ve already commented but I had another one as I kept listening to your video. One time I did a big job for this local guy in my town that builds homes. And I had did quite a few jobs for him and had never had a problem with him paying me before. But this one time I cleaned his own private house. And the wife told me oh my husband will give you the money and I was like OK. And because I had worked for him several times before I didn’t think it was going to be an issue. Needless to say I had to chase him for weeks to pay me the $800 that he owed. Then finally he thought he was going to put one over on me. And he said I need a copy of your business license. Now fast forward it was Thanksgiving at the time. And I knew where his family lived. So I got a copy of my business license and I walked up to his families front door and knocked on the door. I have the copy of my business license in hand and told him I’m not leaving your front door until you pay me. His entire Mormon family was behind him which was about 60 people. And I told him the next time you want to find out if somebody has a business license it literally takes two seconds to go to the Clark County assessors website and look up the business! And moving forward you don’t have to ask anybody for their business license because you can look up that information for yourself. And then I looked at him and I told him nice try after he gave me the money. And I told him in front of his family I wasn’t going to accept a check and that he needed to pay me cash. When he told me he didn’t have that kind of cash on him, I go well you’ve got 60+ people behind you, borrow some money. They made me stand outside for about 20 minutes but I didn’t leave until I have that cash in hand. Let me tell you when I had dollar bills and 20s and fives at the end of that day I did. But at least it was paid😂😂😂😂😂😂😂
Thanks for sharing this story! 👍 👍
Even though this video is 5 years old I really needed it today.
Hooray! Hopefully it will keep stress from arising in unnatural places in your business. 👍
@@AskAngelaBrown I listened to multiple videos yesterday and you give wonderful advice. Thank you! ❤️
This is something I wish people understood and that having independent contractors (cleaning people) put up with so much stress and pressure. We work hard and nobody needs to stand over our shoulder telling us what to do, especially if we’re very experienced. It’s rare but last week my friend who does housecleaning was asked for a partial refund because of one specific issue with grout in the bathroom. We were kidding around but she explained that the general hygiene was really bad . They are wealthy people but it’s just amazing they focused on damaged grout on the bathroom floor, meanwhile there would be rodents because they were just gross
I’ll never understand how a wealthy person (in San Francisco) wants a partial refund. The place needed a lot more than a couple cleaners. The paint was messed up, the cupboards were absolutely disgusting caked on greasy and. The bathroom. Imagine a very modern bathtub glass door. Soap scum she actually scraped with a plastic blade. It’s so disgusting how wealthy people treat people in a lot of ways
, the place was a condo and not sure how it works with HOA dues but requesting a partial refund from an independent contractor who cleaned up your mess which probably was a couple years of negligence and poor hygiene? How low does a human being go?
Thank for sharing your experience here with us all. 🤗
Great videos Angela!!! I'm planning to start my own cleaning business and you are helping me so much! I think title should say part 2 of 3. It would be easier to locate. Thanks again, you're an amazing teacher!!
Thanks so much for watching the video and leaving a comment. 🤗
Omg, I LOVE this! I can SO relate!!
I am so glad you like the show!
When I get a new customer I create a special folder on file for that person after the session with them is done.
I give a gentle reminder to read through the information in advance so I can make changes on my way to the job site or even the day/night before.
I am not spontaneous at all so I don't like work surprises, but I do have contingencies in place for problems that arise in life's day to day challenges and clients who are difficult.
I was shaking my head all through the video and laughing.
Oh, and I have confidentiality contracts built into my services so its satisfaction guaranteed or nothing.
Thanks for sharing tips on how you handle new customers. Sounds like you are doing well with your business because you have good procedures in place. I appreciate you watching the show. 👍
Very informative video thank you
You're welcome. Thank you for watching the video. 🙂
Very Great tips
Glad you think so!❤
It's funny you said bona. I tell em they watch to many t.v. commercials.
😆
Oh my gosh I can’t tell you how many clients I’ve had that just want to talk and talk and talk and talk. I’ve had to stop cleaning for them because they were wasting so much time talking to me I’d be at their house all day because of it because in the beginning I was trying not to be rude and telling them I needed to work I didn’t wanna hurt their feelings. I run into this a lot with the elderly. And I know they’re just lonely. And I have made some of my closest friends because they chatted too much to me when I was cleaning. But now since I’ve been in the business a while now I speak up and ask them if I can clean and I promise I will chat with them when I’m finished.🤷🏼♀️
You’re right, it can be hard to stop a long conversation because you don’t want to hurt someone’s feelings. I’m glad you feel like you can speak up now. 👍
Dear Angela: First thank you so much for all your videos and information you share with us. I am doing better problem solving and cleaning because of your helpful tips. This subject hit home with me cause I deal with several customers like this. Thank you for this advice. # WizardWandakaWandaBrown
🙌🏾 yes
Thanks for watching!
Hi! So how I end business with clients like this that wont change?
When ending a cleaning business with long-standing clients, it is essential to approach the situation with professionalism and consideration. Start by reviewing any contracts or agreements you have with your clients to understand the termination clauses or notice periods. Schedule a personal meeting or phone call to have an honest and transparent conversation with your clients, expressing gratitude for their support while explaining the reasons behind your decision. Provide ample notice, allowing them time to make alternative arrangements. If possible, offer recommendations for other cleaning service providers who may meet their needs. Assist with the transition by providing necessary information and documentation. After the transition, follow up with a thank-you note, expressing appreciation for their trust. By handling the situation respectfully, you can maintain positive relationships, even with clients who choose not to change their cleaning service provider. Best of luck!
HAHAHAHA....you can tell you've been in the biz a while! hehehe....
And still learning......;)
The "problematic customer" may have been cleaning her whole house for most of her life and therefore knows how she wants it. Perhaps, like me, I am old and have such bad arthritis that I cannot do my own cleaning anymore. I am not "micromanaging". I am setting the standards I expect if I am going to be paying you. There are others besides "you" around. All you need to know is what I expect. Do it and you get paid. There is "one person who is empowered" to pay you and "that is me"! You are absolutely not someone I would hire. Your are working for me not vice versa. You are the bully!
+MJ Peck you are absolutely correct. You are the one person who has the ability to pay the cleaner. The expectations of the customer should be discussed upfront and the pricing should be locked in with an iron clad satisfaction guarantee from the cleaner before the job begins. Thanks for bringing this up and for being part of the larger conversation.
paying big money to clean is a rip off
they over charge for cleaning greed ruins things @@AskAngelaBrown
sorry, but when you consider the cost of supplies, the tasks and the back breaking work done on a daily basis, I'd say we earn the big bucks. Especially when dealing with abusive psycho clients who treat you like you're dirt under their feet
Then clean it yourself
Thanks so much for watching the show and leaving a comment. 👍
Expecting to pay unproportionally small amounts of money for large, difficult jobs makes you the ripper-offer, friend. Pay accordingly- housekeepers are not indentured slaves.