Your company’s success hinges on your ability to keep customers. Failure to do this can result in a loss of clients, fewer jobs, and the potential for closing the shop.
While you may think you’re doing everything you can to retain the customers, there could be some things you aren’t doing that would make all the difference. As a cleaning professional, it can be frustrating when customers leave.
Here are the top ten reasons why customers would switch cleaning companies.
1. Unreliability
Customers switch to cleaning companies because they don’t feel like they can count on the service. They may have had a bad experience with a cleaning company that promised to show up and didn’t, or the service wasn’t satisfactory. Be sure to meet customer expectations and ask for reviews to identify areas for improvement.
2. Lack of Clear Communication
Without clear communication, the customer cannot be happy. They will not know what to expect from the company when to raise complaints, where to channel their issues, or how to pay for the service. Customers should know your scope of work and when your team will arrive. This helps them plan how to cooperate with your team.
If a customer is not getting the answers they need from their cleaning company, then it is likely that they will start looking for another provider that can provide them with what they want and need.
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3. Incompetent Employees
If you have incompetent employees, it will reflect poorly on your company as a whole. They will handle their duties irresponsibly and develop a poor relationships with customers. Since customers will not be satisfied, they will become unhappy. As a result, they will switch cleaning companies to get better service from another company.
4. Poor Customer Service
Your customer service representatives should ensure that customers view the company positively. They are the first contact between potential customers and the business, meaning they have to be well-trained.
They should respond to customer queries adequately and resolve any issues that customers raise. If a customer is rude, customer service representatives need to find a way to calm the customer down. Good customer service improves the brand image, making customers happy with the company. They will hire the company’s services severally and also refer friends.
5. Cancelled or Delayed Cleanings
Once you set customers’ expectations, be sure to meet them. Canceled or delayed cleanings can be frustrating and can be costly. They also indicate to customers that something is wrong with your business, making them worried.
They will want to know what’s happening, and if they don’t get the desired answers, they will switch cleaning companies.
6. Expensive Services
Cleaning services can be pricey, but don’t make them go too high. Many customers want to pay for a service and feel value for their money but don’t want to feel overcharged. They shouldn’t feel exploited. Customers constantly shop for services, and if they notice your services are too expensive, they will switch to affordable options.
7. Rude or Aggressive Marketing Tactics
As a cleaning company, you should train your salespeople to talk to potential customers politely. Your salespeople should not make customers feel like they are being bullied into making a decision they don’t want to make.
This is usually the case when your company introduces a new service and customers aren’t as excited about it. Bullying creates a feeling of resentment towards your company, and the customers may find an alternative.
8. A Messy Cleaning Process
When hiring a cleaning company, they should make the cleaning process as easy as possible. The best way to do that is by ensuring that they have a clean and organized process to get the job done efficiently. A disorganized company will interfere with your work, affecting your productivity negatively.
9. Poor Reviews Online
In this digital era, many companies allow customers to leave reviews of their experience with the company on their online platforms. Potential and existing customers rely on these reviews to make informed decisions.
A negative review can influence a customer to drop the company and try finding a cleaning company with positive reviews.
10. Using Ineffective or Outdated Cleaning Equipment
Your customers know you cannot keep their building clean if your tools aren’t up to the task. They want a company that provides them with efficient, effective tools and equipment to get the job done in as little time as possible while also keeping costs down. Invest in the right gear and keep up with the competition.
Bottom-Line
Customers will switch companies if they are unhappy. As a commercial cleaning service provider, put your customers’ needs first. They will stay if you meet their expectations and even refer others who need your services. Always ask for feedback from your customers to identify areas to improve.
