Client turnover - Cleaning Talk - Professional Cleaning and Restoration Forum
 
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post #1 of Old 06-12-2009, 10:24 AM Thread Starter
 
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Client turnover

Hello everyone!

I was hoping that I could get a little feedback here on the forum.

We have had several regular clients "fire" us lately and we have no idea why this is happening! We ask them for their feedback via email or a mailed survey, but they are not responding and if we speak with them directly they decline to give a reason.

We are just very disappointed and dumbfounded. We are hoping that there is nothing we are doing wrong, as we are very confident that we give excellent customer service and provide a wonderful job of cleaning. We also look very professional and put together as well! We are a fairly new business, so this is new territory for us.

Please feel free to share your stories with us and give us some insight on this concern and how to handle this. We greatly appreciate it!
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post #2 of Old 07-21-2009, 01:24 PM
 
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It sounds like they have got better pricing. In my experience customers are not shy about letting you know when you arent doing the job right---but they are usually shy about discussing better pricing...Do you have any kind of contract with the customer?

www.thecleanstart.com
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post #3 of Old 07-21-2009, 02:08 PM
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It may be that they can no longer afford the services and it is a little embarassing for them to admit this.

Keep plugging away.
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post #4 of Old 07-23-2009, 10:31 PM
Lou
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I experienced high turn over a couple months ago, economy took a dip people panic....

I do more marketing

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post #5 of Old 07-23-2009, 11:35 PM
 
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loss

I have had a huge monthly loss as well and signing new customers has been pretty difficult---we are trying new ways to bring customers in sometimes its like pulling teeth...
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post #6 of Old 07-23-2009, 11:39 PM
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Quote:
Originally Posted by cferling View Post
I have had a huge monthly loss as well and signing new customers has been pretty difficult---we are trying new ways to bring customers in sometimes its like pulling teeth...
tell me about it....100% of my customers are restaurateurs ... or accountable to one. It can be a tough row to hoe.

Lou
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post #7 of Old 07-23-2009, 11:55 PM
 
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good luck

If you have any great ideas i would love it...I dropped from 75k a month to 50k
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post #8 of Old 01-27-2015, 09:01 AM
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I totally agree with cferling, usually pricing is the reason for customers to quit.
Cleaners Battersea
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post #9 of Old 01-27-2015, 11:56 AM
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Quote:
Originally Posted by Villy Scott View Post
I totally agree with cferling, usually pricing is the reason for customers to quit.
Cleaners Battersea
Price is always what they say. If it was really price, they would have either never hired you in the first place or not kept you after the first cleaning or 2. Quality is usually the reason. Most cleaners THINK they are doing a great job when in reality they suck. That's why we've always had a qc person. We have 1 person that drives around and checks the quality and that is all they do. Sure makes a difference in keeping customers 3 months vs 10 years.
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post #10 of Old 02-11-2015, 07:42 PM
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Talking I agree with RCN

....LOL...yep, I think they just 'couldn't afford you' and your expert, well put together, professional service anymore, so embarrassed-like hid from you so the word wouldn't get out that they accepted lower quality....lmao. "You get EXACTLY what you pay for, children!" Don't forget that. Where's SprintCar?? Just signed on tonight, love watching their posts....let me scroll up, I think they said something here, so I dropped in. Thanks you guys!
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post #11 of Old 02-11-2015, 07:46 PM
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Smile Oooops! SC93 spoke!

Quote:
Originally Posted by sprintcar93 View Post
Price is always what they say. If it was really price, they would have either never hired you in the first place or not kept you after the first cleaning or 2. Quality is usually the reason. Most cleaners THINK they are doing a great job when in reality they suck. That's why we've always had a qc person. We have 1 person that drives around and checks the quality and that is all they do. Sure makes a difference in keeping customers 3 months vs 10 years.
Uh oh, I should have read your post first. SC93 tells it like it is....hope this posts the way I'm thinking it will. But listen, you said you're a fairly new business. What company doesn't go through ups and down like that? Its all about learning the hard way I spect.
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post #12 of Old 02-12-2015, 12:09 AM
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I could not agree more on sprintcar with this one. Quality control is fairly rare especially in small to medium cleaning business which is probably why there is a high turn-over rate in the industry. I usually have one of my regular emloyees to inspect how well cleaning jobs are done every week and sometimes I do it myself. Sending out surveys every first cleaning also became a tradition here, even so we still get complains every once in a while.

-Paul

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