Three Types of Customers - House Cleaning
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- เผยแพร่เมื่อ 28 ก.ค. 2024
- Three types of customers in house cleaning. 1: Difficult customers, 2: High maintenance customers and 3: Problematic. You will always have one of these three types of customers.
Angela Brown, The House Cleaning Guru breaks it down in this house cleaning training. Cleaning clients can make your life miserable if you don't know how to read them.
We Ask a House Cleaner about the three types of customers and learn that a savvy cleaner will learn how to communicate with each type.
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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
Oh my. My husband has his own business where people want to price shop him as well. He once had a potential client call him to ask what he charged for installing a security system. My husband said it depends on what you want. So the potential client told my husband what he wanted. My husband told him what it would cost. So the customer said he had just talked with another company that said they would install the same thing for free. Yes, he said free. My husband sat there for a second, not quite sure if this was a joke or what. Then finally answered the caller with. "If you have found a company to install your system for free, I am not sure how you expect me to beat that. Do you want me to pay you, to let me, install your system?" (ROFL! )
Nice one! He's right, what the heck were these people expecting to get from him, what's cheaper than free?!?!
Omg, my husband and son's have a bricklaying company, been in business for 16 yrs on their own and many yrs my husband worked for other guys anyways they always get people who question their prices and some say another guy said way cheaper, one customer even came home while they were working and said he never gave go ahead so wasn't paying, they are liscenced, alot of unqualified fly by notes steal quotes follow them steal jobs etc it's hard but ur cheaper price is the same I guess with alot of businesses and when you know you deserve the price you say don't budge
Should have said why did you call me then
Lol
🤣🤣🤣🤣🤣🤣 that's a good one
I had a cleaning business for over 20 years. I got rid of anyone that annoyed me. If anyone cancelled more than once, I got rid of them too. I had one woman who compared me to her previous house cleaner. I got rid of her too.
Thank you for sharing your feedback and thanks for watching the video.🙂
I also had the same problem
Lol
I survived the 2009 depression by always ditching cheap clients. Cleaning for people who knew each other helped too since they didn’t want to ditch me and look poor to their friends.
Thank you for this comment because I have had my own business for over 3 years now and I completely agree with you! I would get anxiety after a while with snobby clients or those who picked apart every missed speck of lint or dust left behind. I know I’m a good house cleaner…among other jobs I do. I don’t need anyone to validate that. I realized the more I was choosy about the clients/jobs/projects I agreed to, the more my anxiety went away. Our talents are needed and in high demand! Know your worth!
I am binge watching all your videos. I love how you explain everything.
I too am binge watching these videos. I have learned so much and it’s addicting!
Me too. Hahahaha
I’ve been binge watching all night on my night shift job 😂
I run a cleaning service as well, most of the time everything is smooth sailing but occasionally I run into small problems with problem customers. Yesterday was one of the worse!! My customer knew I was coming and had not just one, or two, or three people there coming and going, having lunch, using the restroom, relaxing on couch. They had 12 people there while I tried doing my job. It was so bad I walked off the job. Some people are just really bad and don’t see their mistakes.
Oh no, I'm so sorry to hear this. To have you walk off a job you must have been really frustrated. am hearing this a lot during COVID insulation where more people are at home when the cleaners come to clean.
"Let me check...No I can't." 😂😂😂 omg too funny
@@AskAngelaBrown Your humor is the funniest seriously 😂❤
a friend of my mother's used to ask the cleaner to set the water hose on her flowers when she'd get to the house
Oh wow...she got some free gardening. That's why communication is key and boundaries need to be set beforehand. Thanks for sharing.
Worked many years in fine dining, I've got the same respect for high-maintenance customers. I explain why I like them to coworkers by saying "yes, you've got to do all of these things, but she knows exactly what she wants and will tell you." It is people who don't do a good job listening to the high maintenance customers who fail, those who listen get huge tips. It is customers who have no idea what they want, or fail to tell you, who cause problems.
And I always ask my high maintenance customers to refer me to their service providers: dry cleaning, car shops, restaurants especially, massages, etc. I want the best so I listen to the pickiest people. Simple as.
Taylor, Great tips here, thank you for sharing : )
I could not help but to go above and beyond for my elderly clients. If it was cleaning related, I made it clear that it was a favor and not to be expected every time. Usually the children were out of state and I was the only one who actually saw the deterioration in the state of things.
That was so kind of you and glad that you made the expectations clear. Thanks for taking the time to comment and for watching the video, I appreciate it.
I'm absolutely high maintenance customer, and what works for me when I make requests and set expectations is to add "and feel free to charge me for doing it". I don't think it's unreasonable to ask for more quality and more work if I'm paying for that higher quality.
Some customers want it all and for no extra charge. Thank you for sharing your feedback and thanks for watching. 🙂
I had a crazy-making client who would leave me a note every few weeks to clean her girls' bathroom, and each time I would write "bathroom is cleaned every visit." The THIRD time she did this, I wrote the same response, along with, "I'm sorry, I can no longer service you." I left her check on the counter, packed up my car and off I went. Never heard from the client again.
Oh wow, I am sorry that happened. Wishing you the best in your house cleaning business. 😊
“um let me see, no i don’t” 😂 i love your videos
I love that I ran into this particular video because I had a run in with a difficult customer today but still landed the job with proper expectations. She told me her previous cleaner in a 4 hour period would be able to clean,, 2400 sq feet including windows dusted and glass cleaned, dusting all around (including fans), floors, kitchen, vacuuming the furniture faces, under the cushions, under the furniture itself, and as well clean the base boards. okay get real. I told her "Within a four hour clean what I would expect in 2,400 feet with 1 house cleaner is 2.5 bathrooms, floors, kitchen (not inside appliances), and dusting specifically only of fans and window sills)..."Sounds good!" lol i think these problem customers can be ok if you are clear at setting the rules. Its taken me 1 year to even get decent at setting the rules. There's SO much to learn and there's always a new trick up the sleeve. Ive narrowed it down to like 10 questions that identify someone tryna stoop me! The most important is "is this a furnished home"? people are ALWAYS looking for general cleaning for a move out clean. Again get real lol
I love the fact that you are asking better questions, and setting realistic expectations. Those are the markings of a true professional. Thanks for sharing this with us. 🙏
@@AskAngelaBrown thank you!
I won’t even do move out cleans anymore because it’s way too much work and it’s just so dirty. I’m 58 so I’ve already done carpal tunnel surgeries. I’m won’t destroy myself for a one time clean.
@@sherirottweilersforever7772 yes I agree completely I will not do a move out clean unless I have an employee that can come with me. I use to do them by myself and would be there for 7-9 hours. That was at the start when I was still learning (always learning). I have a girl that works with me and she loves doing the bathrooms so I do the more detailed stuff like dusting and the fridge. I won’t do it unless I have assistance though.
My Dear friend Angela,Thankyou for your wisdom, you are the best!! You opens our eyes in a very clear way and you also smart us too,love you girl😊
Thank you for the information on different people that we can come up against or
help expand our business. You are a blessing.
Thank you so much for these kind words!
LOLthanks for these videos.. i can totally relate and tell by your voice that you've been through rough patches with clients.
I love your videos💖 Very informative.
I truly loves this, Thank you!!!
This is so helpful Angela. I learn alot from your videos.
So am I u r fantastic x
Something odd, I can relate to this as a nurse. The patient's spouses or grown children come into the hospital as 'difficult customers', with a defensive take-charge energy on a mission: to get care for their loved one. This last week, two families were using the call light and had it in front of them on a table and had taken it from the patient! Sometimes they sit in the patient recliner and just repeat every single word the patient's just said, like an interpreter of the same language? It seriously takes a turn-around moment to demonstrate, 'Hey, I don't know what you're used to? But, I'm on Your Team here!' I've been a patient and family of a patient, and I want a Great Outcome! I know NOBODY Wants to be in the hospital! We take a moment to acknowledge their progress, their current situation and the direction we're heading. And the patient will then dismiss their family defense and settle them down. I see it over & over! Like calling off their guard dog... You know what I mean? Day 2 you see the benefit of the investment of building that trust rapport. You do a Great Job explaining these customers and how to assert and direct! Nice. I would call this video 'How NOT to get bull-dozed in business!'! XoXo. Aren't we all CEOs of our time & energy? XoXo.
Thanks so much for your insight and perspective on this topic. I can see how it can be an issue in your line of work too. I appreciate the medical community and all you do. Sending hugs. 🤗
This video is so funny LOL. It made me think of several people!
Hi. I start window cleaning business this year , but your videos r good for me to , I surprise how u can simplify and logic any subject u r talking about. Thanks.
Thank you for the very kind compliment. 👍
Thank you for your wealth of advice 💖 I am starting a cleaning business and It’s good to be aware of all these things .
You are so welcome! Best of luck and lots of success in your business.
Your videos have liberated me. I'm ready and off to start my business . Thanks to you
Wonderful! I'm so excited for you. Please keep me posted and let me know how it goes. I'm here rooting for you. 👏
This applies to almost anything customer facing. We do presentations and answer customer questions about our software. I see these kind of customers all the time
Thank you for sharing your input and thanks for watching.
Angela- your exceptional.
Haha, I loved your presentation! Thank you Angela!
You're welcome! And thank you for watching the video. 😊
I am high maintenance client, I am picky, but I always explain what do I want. And If I do not like something I would always say it.
Thanks for watching the show and leaving a comment. 👍
Thank you for this video. It shows me that it’s true, there are psychopath customers! It makes sense now all the tricks they have used to get a free cleaning. And, now I am able to read all these red flags before taking them as customer. Thank you for your videos and for helping other business owners with all your experience and knowledge.
You are so welcome, glad it was helpful! And thank you for taking the time to write this comment, I appreciate it! 🤗
This is such an awesome channel!!
I'm so glad that you think so, thank you so much!😊🙌💕
This is brilliant. Thank you.
Thanks for watching. Knowing the three types of customers makes running a business so much easier.
Watched this twice! Very informative video. Thank you...had a laugh too!
Glad you enjoyed it! There are all types of house cleaners too - it is a mix and match game to arrive at the best experience for both the cleaner and the client.
I totally agree that most people are trainable. Perhaps a printed one page info handout passed out before the first service with basically what you will do (first part) and what the customer must do (second part) clarifies mutual expectations, and helps both parties stay on the same page. When expectations are spelled out, the parties can negotiate any differences, beforehand, and come to a mutual agreement.
Evelyn, Thanks so much for watching the video. 😊
Good info, as usual. Job well done.👍
Thanks 👍 I appreciate you watching. :-)
❤️ your videos
Oh my I have been getting really lucky with customers. Never had a bad one. Just one time, I came to clean and the lady wanted to watch me because the last housekeeper they got did a poor job. The client found us on thumbtack, and she hired me instead. It was so weird, but second time when I came back she didn't even take a look where I was cleaning. She even pardoned herself for getting her reusable water bottle from her room
I think your awesome and now I know I know the real definition of high maintenance that ppl call me. Can't say enough THANK YOU for your page🥰🥰🥰🥰
You are so welcome! And thank you so much for your kind words, I appreciate them! 😊🤗
Excellent video.
Thank you very much! Glad you liked it!
I can relate to this deeply... wow I can tell your experienced
Angela Brown no prob, I’m growing my cleaning company right now, this is a great Chanel.
Thanks so much for watching the show and leaving a comment.
Wow. That’s awesome very helpful
Thank you for a clear, well-thought-out presentation. Could you add to your high-maintenance clients those people with fragrance allergies and chemical sensitivities. They require specific cleaning products and that you wear no perfumed products when you walk into their home. Cleaners can step up their game if they ask about allergies and asthma triggers as part of the initial walk through.
Please expect clients with antique furniture and fine art to both carefully instruct and watch a new cleaner to be sure nothing is damaged. Many inexperienced cleaners do not understand how easy it is to damage an antique finish or fine art with the wrong product or careless handling of cleaning tools. I think this is probably a specialized group of clients. Once you earn their trust they will want Noone but you to clean for them.
Thanks again for your great videos.
Hi Anne, Thanks for bringing this up. Oddly enough, I don't consider people with chemical sensitivities or fragrance allergies high maintenance. I am the same way and prefer no scented anything. I think fragrance free is kinder to all our senses. And the fine art and antiques are just fine tastes and people who care for their belongings. Not high maintenance at all.
Any house cleaner worth their salt should be trained and have those considerations in mind when cleaning homes.
The really high maintenance clients are those with no boundaries, who waffle, who can't commit to schedules, who cancel frequently, who add to-do's at the last minute, who complain, who gossip, yadda yadda. 👍👍👍
EXELLENT ...THANK YOU
You’re welcome. 🤗
Your amazing
I actually think this is great advice for any business
Thanks for your feedback and thank you for watching the video.🙂
Love you🤣🤣‼️‼️👏🏾👏🏾👏🏾
Thanks so much, I appreciate you! 🤗
Powerful ❤
Thank you so much!❤
My inner voice would be telling them…”I am not Walmart. I do not prove match. Actually Walmart doesn’t even price match anymore 😂
Lol! That's true😄
One of my client one time ask me to dog sitter while cleaning (e.g potty train), I did not ask for more. Just because she is very kind to me all the time.
👍
Best bathroom cleaner
Yay! I am so glad you like it too. 😊
I always ask my clients to check my work make sure it's good for them before I leave and always ask what would u like to work on today then I can say I won't do this to do this today as I can work slowly with them I only have a few clients customers always wright
Communication between you and your clients is key and it sounds like you have good communication with your clients. Thanks for sharing this.
so true
Thanks for taking the time to comment and for watching the video!
I have one like that. She probably cancel our appointment 7 times. And when I there at the house she always around. I feel very press but I need the job :(
Angela Brown 💜
Thanks Ms. Angela, how do you feel about legal zoom for setting up an LLC?
If I'm allowed to put my two cents in here. Please don't go through legal zoom they take forever to submit your application for a LLC we switched to (Northwest) they are out of Spokane Washington but have a office in every state, they only charged me $450 to file for my LLC and EIN plus as a bonus they stand behind me and act as my service agent for the first year for free. I hope this helps.
What if a potential client lets you know that they are meeting with different house cleaners or cleaning companies because they have never had a professional cleaning service before and they just want to get a feel for the different services that each company offers?
Thanks so much for watching the show and leaving a comment. Check out this video for tips to help with your situation.
th-cam.com/video/4N8tYG-2p1U/w-d-xo.html
I love u madam u are an eye opener for me
Hey Angela. I took my first job and well it didn’t go well. It was for a clean showing their home for selling. She said five hours gave me a list and I went along my way. The floors had so much plaster on it it took three of my five hours. The last two were scrubbing grease off the cupboards. The job was actually 8 to 10 hours. The five hours of work I did was spotless but I said no payment because she wasn’t happy. She was a former housekeeper for years so she knew the job was more like 8 to 10. My first mistake was taking a job site un seen. Second mistake was not requiring a walk through because I knew her and trusted her. Was not receiving payment for the job a good idea for resolution? I purchased a ledger and receipt book that I will make customers sign from jobs now on for solid insurance. The job with how big her house was really turned out to be a $200 to $250 job. How do you re negotiate?
Angela Brown well I can take pride in the fact that the floors and cupboards were spotless for sure! Though the ending wasn’t what I wanted I knew going in I wasn’t gonna take a payment if the customer wasn’t happy. It’s a good lesson on doing a viewing first!
You should have received partial payment at least.
This video might help: th-cam.com/video/bauKYj6J8zk/w-d-xo.html
When you have a new customer and you find out the 3rd cleaning service they are a problematic customer. Should you let them go? She sent me pics of dust accumulated again on the furniture I had cleaned. The house was so dusty , it took me almost 2 hours extra that day, I did my job, gave it my best but to her I did nothing, the way she talk to me was soo disrespectful I am afraid to go back. I already told her I wasn't coming back and telling her I was sorry for not being able to meet her standards, again she wrote back disrespecting me saying that she doesn't think my cleaning meets anyone's standards..... I have picky customers and they say im the best.... I know she's exaggerating. The big problem is that I was recommended to her by another customer of mine, they're sisters in law, I dont want her telling everyone that knows me all kinds of stuff that ain't even true
You deserve better treatment...let that customer go
Sharleen, Here is a playlist on this topic: th-cam.com/play/PLh1fKdNH3piR18QMRtet9RqjNHBEJZH0K.html
Yes I had a problematic costumer ..she talk so sweet but when she claimed you didn't did a good job she could be rough
Unfortunately this happens sometimes. Thanks for watching.
“Let me check. NO.” 🥰
😂😂😂 This is what I love best about being the boss. I get to "check on things" and then make very quick decisions and don't have to wait around for a committee to decide. LOL.
Should I do inside of fridge and oven on a deep clean im now charging 50 for each appliance clean
It depends on the agreement you have with the client and how your business is set up.
What should i do if people get angry at me Because im charging for stuff that i dont include in my service? Like cooking, taking the dog to park? Should i leave them and never give them my Service?
So, if I understand the question correctly, you have a set of services you offer for a maintenance clean. And if the customer wants additional services like cooking and dog walking you have special packages for that? If that is the question, you may want to print up a menu with your additional services so they know what is NOT included and the prices for those services. People usually get angry if you bill yourself as a service for hire by the hour - and then refuse household tasks they would like to include in that hour. It all comes down to communication, and if your clients are angry, you may want to repackage the offer to avoid confusion.
Know people well!!!!
👍
Where do you start cleaning first in the house ..
When cleaning your house, start by decluttering and clearing surfaces. Dust from top to bottom, clean furniture and upholstery, tackle windows and mirrors, then move on to floors. Clean kitchen and bathrooms, and finish by tidying up bedrooms and living areas. Adapt the order to your needs and break tasks into smaller sections for efficiency.
I was considering having my condo professionally cleaned - because I’m old now and I can’t nimbly clean at the speed I used to. You mentioned tipping. Why would you tip every week if it’s their business and they are already charging you a fair price that they themselves set? Or am I just one of those psychopaths who should keep cleaning my own place - slowly? 😀
Tipping is optional. Some people tip weekly, others give a big tip during the holidays or on special occasions. Some tip when they feel extra genorous. Reasons for tipping varies from person to person.
Are there no reasonable customers? I am hoping to utilize a cleaning service in the near future.
Of course! Lots of them. Here is a link to a video on how to find a house cleaner: m.th-cam.com/video/J8SPZPaRCgo/w-d-xo.html
Hi angela I star to work clean house services alone the costumers call me again but I don't like because they wan I clean windows outside inside and they have massen house cooking all day my question is how you find good costumers I'm a good working but I don't have good costumers?
thank you so mach for you share your videos and your blog posts God bless you Angela 🙏🙏✋👋
👍
How do I price my house cleaning jobs??
Do you know about Compass Wave? It's an inexpensive app that allows you to plug in all the parameters of a job and it spits you out a quote based on the area in which you live. You can also use the address of the place to factor in the square footage. Here's how it works svy.tips/CompassWave-How-it-Works
Hi Angela when the costumers not call you again because they not likely how we are clean up 🤚
There will always be customers you can't please. The secret is to set realistic expectations and then leave a checklist so the customers know what you cleaned when you were there. The things you sign off on are the items you are guaranteeing on your satisfaction guarantee.
A lady I clean for called me on 2nd time with her to say I forgot to empty her garbage under bath sink, and another day said I put wrong bag under kitchen sink, I said I looked in the drawer and couldn't find them, she said I need to scout around, talked to me like a kid then put them in front of me, I'm 62 not 2 didn't need to be talked to like that , she then went in her room and sucked turned her head away from me, I remembered what u said and just went about CLEANING only to be told to do something I always do, 2 weeks later she was nice as pie but next time shell be back to herself lolll
Everybody has bad days. I just remind myself of that when somebody is rude, short or curt in their comments, condescending or whatever. I too have had bad days and hope that others will be patient with me as well. I'm sorry that happened to you.
I feel you it just happened to me this week
She's pretty boss!
Thank you so much and thanks for watching. 🙂
there are 4 types....... you forgot normal people
Hahaha....thanks for this!