I’ll never forget fielding my first phone call for home cleaning services.
It was 2011 and I had been doing everything I could to solicit interest and drum up some business for my fledgling enterprise, including attending numerous business networking groups to learn how to promote my business and perhaps generate some referrals, and here – while driving home – was my first opportunity to talk to a real, live prospect and pitch them on my services!
I hastily pulled the Brown Bullet (my 1999 Ford Taurus) over to the side of the road and accepted the call. “Thank you for calling ZOOM!, this is Martin speaking, how can I help you?” I effused, as I struggled to contain my enthusiasm and maintain a reasonably professional demeanour. A brief exchange of pleasantries was followed by consensus on a date and time for what we began to refer to organizationally (and rather clunkily) as a “walk-through”.
Several days later, dressed in a crisp lime-green shirt and a sharp tie (I had been learning about branding, and if lime green was our company colour, then – darn it – I was going to represent!), I nervously sidled up to their front door to conduct my first assessment. A referral from a networking group, the owners were kind. Older and successful in business with the trappings to show for it, they were unpretentious and gracious as they entertained someone whom they recognized to be “green” in more ways than one. They escorted me around their beautiful home as I frantically scratched notes into my brand new Moleskine, trying to look official while wondering secretly how I could ever translate the scrawled notes and numbers into a coherent job estimate. Thankfully, after much research, several rewrites and a good helping of luck, I submitted my estimate and landed the gig several days later, much to my delight. They remained loyal customers for close to a decade.
Thirteen years later, despite advances in available technologies, automations, and the increased sophistication of our systems, we still choose to kick off every new customer relationship this way, with a good ol’-fashioned face-to-face meeting. Should I have the good fortune to step across your threshold and shake your hand, my hope is that the exchange of smiles and easy conversation – which is absent from the online estimating process – represents the beginning of a long-term relationship built on trust. And while the element of trust is foundational to the relationship we seek to establish with every customer, there are other practical considerations we feel are best addressed by an in-person home assessment:
1. Accuracy. It enables us to quote accurately based on the scope of the work required. Both the current state of your residence and the nature of the surfaces involved factor into the time required to complete the service, and hence the calculation of a final estimate. We can then allocate the appropriate resources to ensure the job is completed efficiently.
2. Personalization. Everyone’s idea of a “clean home” is a little bit different. What one home owner considers absolutely essential, another thinks is an utter waste of time and money. Spending a few minutes discussing your specific requirements helps us to get a better handle on your expectations so that we can deliver on our promise.
3. Requests. You may have special requirements or challenges related to your home’s layout, materials, or specific areas that need extra attention. For example, sensitive surfaces, hard-to-reach spots, or areas prone to dust accumulation. This ensures that the cleaning team is well-prepared to handle these areas without causing damage.
4. Clarity. We take the time to explain to you exactly what the team does in your home over the course of a clean. What we clean in the kitchen. How we clean the bathrooms. What’s included in other living areas. We confirm this by email so there is a clear understanding of the scope of the work involved.
5. Communication. Communication is everything; it’s crucial to every relationship. You get to talk to the owner. You get to talk with Ali, our Service Manager. And of course you get to talk to your cleaning team members. All channels are open and available to you and will serve you well should you have any questions or concerns regarding the service you receive.
While a personal home assessment certainly requires more time and effort on our part, we find it instrumental in delivering the level of care that our customers have come to expect. And while the lime shirt has faded and is long retired – and I’m a little less “green” now too – what hasn’t faded is our commitment to honouring the trust our customers have placed in us, and delivering the best care possible.
