Service First: Building Client Relationships in the Cleaning Industry

Clients are the bread and butter of every business in the service industry. On a basic level, a client is happy if they’re satisfied with the service. When we talk about taking a ‘Service First’ approach to business, we’re looking deeper than the scope of work. ‘Service First’ is about relationships, not just service.

This relationship goes deeper than a clean office; it’s about understanding the client, building trust, and fostering a sense of teamwork. Imagine walking into a freshly cleaned office - the crisp scent, the shiny floors - it isn’t simply about the results. It’s about the experience. That experience is built on every interaction a client has with their service provider.

Understanding the Client's Needs

Every client is different. Long gone are the days of standard service across every building; clients expect a personalized service plan. This personal touch goes beyond knowing which chemicals to use where. It’s about understanding the nuance of each client’s needs. Attentive service goes the extra mile to satisfy everyone - here are some examples:

• If some areas will be locked up, schedule cleaning for earlier in the day or later if the client is hosting a party after hours. 
• Follow their recycling program.
• Increase the frequency of specific detail work in high-traffic areas. 

Building Trust

Would you let just anyone into your space - alone, often at night? Cleaning services ask for a lot of trust from their clients to secure the building, take care of personal items, and maintain facility hygiene. Trust is built over time through reliability, clear communication, and hands-on management. A service provider that prioritizes the comfort and security of their client will earn their confidence and offer peace of mind. A lasting relationship must have a strong foundation, and a foundation cannot be strong without trust.

Communication is Key

The biggest detriment in client relationships isn’t poor service, it’s unclear expectations. Initial inquiries, continued feedback, and quality assurance programs all require clear, open communication. This helps both parties align expectations and address issues immediately and completely. Whether it’s through phone calls, emails, or in-person interactions, maintaining a dialogue fosters a sense of partnership and mutual respect between the service provider and the client. Some examples include:

• Let them know if a service can't be completed for any reason - a locked door or supply issue. It's better to be upfront than get a complaint in the morning. 
• Planning for special requests, like a deep clean in preparation for guests or portering an event. 
• Running out of supplies. It happens, but with quick communication, it can usually be fixed before it causes problems.

Going Above and Beyond

True excellence in customer service is often shown through unexpected moments - little extras that exceed expectations and leave a lasting impression. Whether it’s remembering a client’s preferences, offering personalized recommendations, or proactively addressing potential issues, going above and beyond is the hallmark of a cleaning service that truly cares about its customers.

In the cleaning industry, where the focus often lies on efficiency and effectiveness, it’s essential not to overlook the role of customer service - and building lasting relationships with clients. Beyond the mop and bucket, it’s the human touch, the attention to detail, and the commitment to satisfaction that truly elevate the experience. As the industry continues to grow and change, we need to maintain a personal touch to truly exceed expectations.