Problematic Customer or Psychopath?

Problematic customer or psychopath? These mad, nutcase, house-cleaning clients will make you wonder.
A problematic customer is among the three types of customers a maid service will work for. The other two are difficult customers and high-maintenance customers. But hands down, the problematic customer is the worst.
Angela Brown, The House Cleaning Guru, breaks it down in this maid service training. They give you impossible deadlines, micromanage your work, complain, and sometimes sue contractors.
We Ask a House Cleaner about the insanity and havoc they wreak for house cleaners and maids. And what you should say when you quit.
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[@AskAngelaBrown]

Check out this playlist of similar videos we made on boundaries and expectations. More great info. kzbin.info/aero/PLh1fKdNH3piR18QMRtet9RqjNHBEJZH0K

[@francopedro4910]

i know im asking randomly but does someone know of a method to get back into an instagram account..? I somehow forgot the login password. I would love any tricks you can give me

[@remyconner1260]

@Franco Pedro Instablaster =)

[@francopedro4910]

@Remy Conner thanks so much for your reply. I got to the site thru google and I'm waiting for the hacking stuff atm. Seems to take quite some time so I will get back to you later when my account password hopefully is recovered.

[@francopedro4910]

@Remy Conner It did the trick and I now got access to my account again. Im so happy! Thank you so much you saved my account!

[@remyconner1260]

@Franco Pedro happy to help xD

[@breathlessinbedvlogs]

My very first client was an absolute, living and breathing narcissist. I know people throw that term around but this was the real deal. I recognized all the red flags but chose to continue on thinking hey this is my first gig, this is an opportunity to learn but I was sick all the days leading up to our next interaction and then I would cry all the way home after. I just wanted to say it's not worth it to continue doing business with somebody like that. With a big smile, say no thanks, this will not work for me, goodbye! Wait for better folks to come along, I promise they will! I learned so many important lessons from this painful experience but hey, personal growth is hard work. Learning to stand up for yourself is #1. Even if you lose a client. I don't work for anyone who crosses those boundaries anymore. It may be their house, their hour, their whatever but it is never ok to bully or berate someone especially a professional in your home. Yuck!

[@AskAngelaBrown]

Thank you for sharing your story. I appreciate you! 🤗

[@meghanferrari6501]

Yes we have to learn to stick up for ourselves! No one else is going to. Whether cleaning for someone or any business there are boundaries and if you keep crossing I will no longer be working with or for you. It's hard for those of us who would never treat ppl the way ppl try to disrespect us at times.

[@sherirottweilersforever7772]

I had a customer who was so happy that he got his contractor to paint his ceiling for free because he complained that it was messed up. I ditched him because I knew he would try that on me if he could.

[@AskAngelaBrown]

Thanks for sharing!

[@veronicamoody3981]

I've been cleaning regularly for about 2 months, and I'm very close to quitting, like today!!! I am tired of people who want me to clean their mess in too short a time. One customer could not even bother to give me proper directions to her home, and she had lots of clutter all over her flat, which made it difficult to clean. They don't understand that things like having to move greeting cards, electronic equipment, decorations, pens, pencils, etc, will eat into the cleaning time. Then they get mad because I did not have time to do something they asked for. Maybe I'm just not competent enough, but I do try hard. I think people who don't regularly clean their own house don't understand what it is to clean, especially within a fixed amount of time.

[@AskAngelaBrown]

Veronica, So sorry you feel this way. There are a few videos on this playlist that might help: kzbin.info/aero/PLh1fKdNH3piR18QMRtet9RqjNHBEJZH0K Keep me posted on how things are going with your cleaning business.

[@madameversiera]

No, I have years of experience and I meet horrible people. Yesterday I met a psychopath customer in London who left me 1 star review for my job saying I was not on time and I left lots of dirt. The place was spotless when I left and I cleaned all corners and little stains as she asked in two hours and half. I didn't ask extra compensation for the extra time I put in to satisfy her. She was obviously an entitled insect who probably never worked in her life and feels entitled to judge others. My mistake was taking the job in the first place because there were red flags. 1 She booked a cheaper service but in reality she wanted a superfast deep cleaning for end of tenancy. 2 She was entitled not clear and incompetent, she just said dust and clean, in general and then it became a deep clean of the tiniest spots of limescale (it takes longer time). A small piece of fluff fell from the broom because of wind and she tried to say I didn't dust the place. 😂 3 Some customers will tey gaslight you and say you didn't clean enough of their disgusting filthy house in 5 minutes.

[@Irene-gq4jr]

This is great advice for life in general. If only more people learned to leave the building when the alarm bells ring...

[@AskAngelaBrown]

Thanks for commenting. 👍

[@normar8894]

I love your videos Angela! After 3 years in the cleaning business I have learned to avoid possible problematic costumers since day one.In the interview job if they start complaining about everything, kindly I tell them probably I will not be able to meet their needs.Thank you for all your advices! You help us too much.

[@juliebarnett9812]

I love that! "Whatever they were going to do is now consumed by their own behavior."

[@AskAngelaBrown]

Thank you for your feedback and thanks for watching. 🙂

[@majorl51]

I retired from sales, wish I would have watched something like this than the useless training I received. Let me add, there are more problematic customers than you think. Excellent advice

[@AskAngelaBrown]

Agreed, here are definitely many problematic customers. Thank you for your feedback and thanks for taking the time to write this comment, I appreciate it! 🤗

[@Billygoatsgrruff]

Had one yesterday. Ridiculous how she carried on just to get out of paying

[@AskAngelaBrown]

Thanks for watching the video. 👍

[@kathydoss9171]

Right now, I have had good luck with customers. In the past I cleaned a couple of houses where I had problems. One of them would call me back in almost every week stating I did a bad job in the bathroom. It was obvious when I went back that the bathroom had been used and not cleaned since I was there. There would be hairs and hairspray residue. So, they used the bathroom liberally and had me come in and clean it again. I was working for someone else at that time, and had no choice but to keep going back and cleaning that bathroom over and over. Once in a great while, I will miss something because I'm human. But, if it's every single week, you have to know it's the customer getting free cleanings!

[@AskAngelaBrown]

Oh no, I am so sorry that happened. I recommend you check out this playlist on customer expectations: kzbin.info/aero/PLh1fKdNH3piR18QMRtet9RqjNHBEJZH0K

[@emilyc9380]

I have a partner and she is good at dealing with crazy people. I love the tools Angela gives on kindly declining jobs!

[@khg8256]

Thank you for your videos. So helpful. So awesome. I had a guy who worked as an insurance agent call my business insurance agent asking specifics about liability insurance insurance - he required the cover page as proof I was insurance and a full copy of my policy. My agent called me to let me know and this was not the "norm". He also asked if my company has workers compensation insurance. In my state, a sole proprietor is not required to have workers compensation -- unless I hire employees. I called him and told him that we were not the best fit for him. I immediately updated my work order to include a statement my contract I am a sole proprietor and I have no workers comp. And where/how they can find my business registered in my county. Its not worth getting sued. Thank you for these vidoes.

[@AskAngelaBrown]

You’re welcome, thank you so much for watching and leaving a comment. 😊

[@dianneennaid6437]

You have me howling you’re describing a customer that have done ALL these things you’ve described !!!!!! 😂 I love ya I really need to hear all this 🥰

[@AskAngelaBrown]

Thanks for your kind words. And I'm really sorry you've had to go through this. There are some customers that will challenge your reasons for being in business. Don't let them get the best of you. 🤗

[@dianneennaid6437]

I’ve not been sued but I was left a bad review. I replied in the most friendly but honest way and she deleted her bad review after my reply 😂😂😂😂😂 never laughed so much watching this it’s so true!

[@AskAngelaBrown]

There are customers that get a rise out of leaving bad reviews that are unwarranted. The key is if the info is true, and we can learn from it, we can make quick corrections. It's those that are just being mean that can make you crazy. ;-)

[@dianneennaid6437]

@@AskAngelaBrown thank you ❤️

[@brennanarmacost1762]

Very interesting video! Yes, boundaries are so important. People need to be clear on their expectations. Working for anyone who threatens to sue you is a HUGE red flag! In what universe is that not 100% rude?!? It's a threat! Some of my family members really have loved to talk, and really, it's something that some people just can't help. I think being noncommittal in your answers like that is actually sort of hurtful, to be honest. Yes, they're distracting, but they're talking about their health, and maybe you are literally the only person that they get to talk to anymore. But, of course, they seem to be overly focused on their health. What I would propose instead, is to suggest that perhaps they do something, go somewhere else, while you clean. Because that would be better than pretending to listen and care, or whatever that, I mean, seriously, you sound rude in what you would do. It would be better to say, just be honest about it, that you will forget stuff if you talked while you clean and no one would be happy about that, neither them nor you, because you want to do a good job and they want a good service for their money. I think people who are in a lot of pain, seriously, forget how to be entirely normal. Gentle reminders are nice, maybe they have friends they could go visit or errands to run.

[@AskAngelaBrown]

I appreciate you sharing your thoughts and opinions on the video topic. 👍

[@tabbyfaith7311]

My aunt wants to hire a cleaning company she’s elderly but her idea is she wants to clean along with them 🤣😂 this video sounds like the exact customer she would be

[@AskAngelaBrown]

👍

[@Svetlana-says-it-as-it-is.]

Oh my god!!!!! I have this A LOT. Dude, It is bloody exhausting like I have clients that moan about how hard is it to raise children bla bla and one day I said look one of my great grandmothers had at least 10 children and a farm of her own she did most of it by herself my great grandpa and a few people and the client said how impressive! Conversation about this topic have slow down now. I also have/had clients trying to sell their properties and they expect me to come and clean before potential buyers come to do the viewing and it’s not always possible. Yes they tell me in advance but we do have a regular day and time and I can only honour requests when I can.

[@AskAngelaBrown]

Thanks so much for sharing!

[@anniejefferson7734]

Dumped one saturday.njust not worth their insanity.

[@AskAngelaBrown]

Sorry about this but it sounds like it wasn’t working out.

[@wilsanluis2615]

thank you for this video.. so chill in how you actually deal with psycho customers. really wish we don't encounter these kind of people 🤞

[@AskAngelaBrown]

Thanks so much for watching the show!

[@karenamaya2490]

Hello Mrs. Brown. I have a cleaning service and I recently had an incident with a problematic costumer. It was my first time doing a deep cleaning at her home and I had an employee going with me. I took supplies, early agreed that the costumer was going to pay along with the service. As soon as I show the client the supplies, I was informed that some products wasn't going to be paid for. I was chased around by the client all day long. Hardly had enough time to finish and when I was done, the costumer when back to move heavy furniture around to show me that we hadn't done a very well job. Mind you that I had explained to this client that I wasn't going to moved that furniture. Long story short, I was accuse of not doing what I promised for the paid I asked. While she was complaining and going back to re do " what I was supposed to " I wrote her a note explaining that I was sorry that I didn't meet her expectations, give the service free of charge, and left. I had to paid for my employee and lost money on the cleaning supplies. Did I do wrong by walking away?

[@karenamaya2490]

@@AskAngelaBrown thank you for your response. I was not using a cleaning sheet. Thank you for that as well. I usually let the costumer get the supplies and all I do is provide them the list. I still haven't learned how to calculate the supplies along with the labor. Your answer is really appreciated. I spend eight hours listening to your videos last night. You provide excellent information.

[@kanita0958]

Moving heavy furniture? You should sue her for back pain. See if she does that to another cleaning service, this irritates me 😤😡

[@AskAngelaBrown]

Glad you are going to use a worksheet in the future. I do not recommend moving heavy furniture. Check out this video: kzbin.info/www/bejne/gZCvm4SDZdaCeqs

[@fuchsiabeck5554]

How often have u dealt with problematic customers?

[@juliebarnett9812]

There's alot of crazy people out there.

[@frocksandscrubsadvanceecoc3533]

I do the candid but straight talk, any other way and there will be problems. Keep inspiring the cleaning community "We love it"

[@AskAngelaBrown]

Clear communication is key! Thank you for your kind words, I appreciate it!

[@benitasaavedra3439]

I just want to say hi Angela. You are a great inspiration, and i have learned so much from you. Thank you! I LOVE CLEANING !!

[@AskAngelaBrown]

Woot Woot! Thanks so much for taking the time to drop me a line. I LOVE that you LOVE cleaning. That makes my day. Thanks for letting me know. 😍

[@morenopostres1093]

As you see I find you yesterday been watching your Videos love it.love it😘💜

[@AskAngelaBrown]

I’m so glad you like the videos. Thanks for watching. 🤗

[@chefsabbaa7896]

With my old company, I never had the reclining problem. I did have however, the issue of added task they thought they did not have to pay for because I was already there. No 😂 Thanks 🙏. I love your channels.

[@AskAngelaBrown]

Thank you for your feedback and thanks for watching. 🙂

[@JS-do7ux]

Thank you so much for your awesome advice!

[@AskAngelaBrown]

Any time! Thanks for watching!

[@kimberly5304]

Thank you!!!!

[@AskAngelaBrown]

You're welcome! And thank you for watching the video. 🙂

[@user-ci5si8jz5h]

This is so helpful information

[@AskAngelaBrown]

❤❤

[@user-ci5si8jz5h]

Good information Thanks for Sharing

[@AskAngelaBrown]

My pleasure😊

[@kanita0958]

I once told a costumer what she was: just a client of mine. Let me explain. I am an independent contractor, according to the state of California, an employer should provide you with a salary, pay SSN and some will provide 401k, medical benefits, etc. That being said, I do not have an employer, I do provide a service to costumers and I can freely pick and choose. I can also fire my client if I want to. This person behaved like I was her employee, ummm...no!

[@Svetlana-says-it-as-it-is.]

Alejandra Limas I had a client like that too, I had to fire her and after that she still texted me several times to ask if I had any spare slot. The thing is that this client had lived in other countries as expat and in other countries house cleaner, maids may operate differently and her expectations were unrealistic, I think she used to manipulate her other cleaners and they probably had to accept the abuse at the time to make a living.

[@AskAngelaBrown]

Thanks so much for sharing!

[@mlgtv.]

What about poor communication from customers? The customers I have have bad english and works nights so I try and message his wife she also is very bad with english 🤦🏻‍♀️ they never answer the phone or SMS back to let me know what's going on, I'm continually guessing. How do I tell them I can't clean for them anymore because of this bad communication? These clients are exhausting to deal with..

[@AskAngelaBrown]

Communication needs to be discussed on the walkthrough. And the homeowner needs to agree to take your call. If you are at their home and somebody breaks in, you need to be able to reach them. If you have an emergency and are locked out of their home, you need to be able to reach them. If you haven't been paid for a job, you need to be able to reach them. If they don't/won't take your calls or texts - you're right, it can be exhausting and you'll have to set new boundaries or find a new client to replace them.

[@juliebarnett9812]

My old boss was totally a psychopath. She was always using excuses of why she shouldn't have to pay the whole bill. She played games with the maids all the time. When her husband got mad because he thought she was spending too much on cleaning 2 days a week, she came up with a claim that the maid washed a treasured wool sweater and shrank it. It was embarrassing to work for her, and of course, she always told me to break the news to the maid service. 😡😡😡

[@AskAngelaBrown]

Oh wow...sorry you had to deal with that. I hope your new employer is not like that.

[@juliebarnett9812]

@@AskAngelaBrown I'm sorry those maids had to deal with it. They were nice people who did a good job, especially under the circumstances. Godspeed.

[@bettypecoraro8104]

What is the detergent to restore microfiber cloths? I have been given many Norwex cloths and worry I might ruin them. I know you should never use fabric softener.

[@AskAngelaBrown]

A gentle laundry soap with no dyes, softeners and perfumes is best. I use Kirkland (from Costco) UltraClean which is tough on stains and no dyes or perfumes. amzn.to/3ql7Hor

[@slowslug3247]

Ok I understand there are angry people out there but this video gives stuck up vibes. If they “complain”, that so mean. Maybe they are suffering and just trying to be nice by telling you about their life. Some people really are in a lot of pain and they are not looking for sympathy, just starting a convo. This comes off cold and in human to me. I do agree with the other points you made though

[@AskAngelaBrown]

I appreciate and honor your opinions on this topic and thank you for sharing them.

[@tomsparks6099]

You are a champ.

[@AskAngelaBrown]

Thanks Tom, I needed that today. 😍

[@whitehorses460]

i find you have to be quite the chameleon to be a house cleaner

[@AskAngelaBrown]

Hahaha...sometimes you do. Thanks for watching.

[@d4n43e9]

I do like you, but you scare me a little..🤣🤣

[@AskAngelaBrown]

Hahaha...too funny! I am far from being scary. Thanks for watching!