Client Doesn't Pay - House Cleaning Training

The client doesn't pay for house cleaning and claims he forgot to pay. If your client doesn't pay for maid service, didn't leave a check, or has no credit card do you work for free or leave?
Today we Ask a House Cleaner how to get paid for house cleaning when the client doesn't pay.
Angela Brown, The House Cleaning Guru insists on using worksheets as a built-in payment system. Your worksheet is your invoice with price and guarantee.
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[@AskAngelaBrown]

Check out this playlist of similar videos we made on billing - collections. More great info. kzbin.info/aero/PLh1fKdNH3piQgMORmaK4VgGw0UpbD6eO8

[@EvangelistToyaHasia]

I could listen to you speak all day. Allllllllllllll day. You are SO articulate and CLEAR!

[@soniaortiz5777]

I wouldn’t go clean again if the client hasn’t payed the previous clean

[@AskAngelaBrown]

As a business owner, it's great to have your boundaries clear - and that the customer understands your rules. This may keep them from going into late payment status with you.

[@michellecollins6379]

I won't either, with me your first time is your last. But then again I live in La. So there are lots of jobs.

[@matthewcoffey2672]

Ive said this before ill say it again. House cleaning aside This needs to be an entrepreneur channel. You give legitimate lessons for every business owner and maybe even employees working for a business owner I am a 28 year old male who doesn't even clean my own house and I find life lessons in every one of your videos so far!

[@AskAngelaBrown]

Thank you so much for your kind words. 😊

[@tinab7791]

This is a really late reply but I was just thinking the same thing while watching this video. I'm in the nail industry and so much of what she said absolutely applies.

[@MsMabry0808]

@@tinab7791 👏🏽💯

[@JS-do7ux]

Yesssss!!!!

[@janisboyd1619]

I am dumbfounded that someone would work for two years without getting paid for someone they call a friend. With friends like that who needs enemies? It's not a hobby, it's a business. You're not "the girl", you're a professional. My clients treated me with more respect than many office coworkers I had. There is no room for being passive in running a business.

[@AskAngelaBrown]

Wise Words Janis. Thanks for sharing.

[@SueRosalie]

I used to work for a law firm and many of the clients who did not pay were quite wealthy.

[@AskAngelaBrown]

Oh wow, sorry to hear that. 😯

[@maryamvlogs7]

My client hasn’t paid me yet and I’ve tried several times to contact him, and he is very wealthy owns 7 properties, what a scumbag

[@amarie7963]

I have a client who always “forgets”to pay and I always have to text to remind. I’m on day 7 and still haven’t been paid and I’m not going back

[@AskAngelaBrown]

It is standard in the industry now to have a customer card on file so they are automatically charged after each cleaning. This prevents the "forgot to pay" syndrome and keeps money coming in so you can pay your bills and stay in business while cleaning. I'm sorry you are experiencing this.

[@teedawg64]

Wow. Your channel is an endless source of information. The information you provide gets applied to my cleaning business and I see the results everyday. Keep it up! I started with 1 client at 400/month for weekly cleanings. I since have done several one time cleanings and found 4 regular clients! I now am doing around $2200 per month in regulars plus a minimum of 2 new, usually one time, customers per month! I am actively growing my business and the goal is to gross 100k per year and eventually stop doing cleanings and only focus on the sales/marketing/systems (backend) of the business. Thanks Angela!

[@teedawg64]

There's so much more I could say, but in a nutshell, what you're doing provides tremendous value to my business and life!

[@HappySunshineDay]

@@teedawg64 HI there - I see that you posted this two years ago - and I just wonder if you have an update? How are things going for you now, in early 2022?

[@pennyantonson3881]

I am blessed! I have been cleaning for almost 25 years and never had someone not pay, eventually. I used to have a forgetful client. After 2 cleanings with no check I told her I would not clean again unless there was a check when I got there. As for variable hours, I leave an invoice and collect the check for that cleaning the next week. Btw, virtually all my clients are personal referrals.

[@karenrich9092]

I agree with this. In any business, you have to communicate your price and method of payment. My initial bid for the work informs them of the cost, payment schedule and methods of payment -- usually a check. Also, having a professional looking invoice template makes people realize that YOU MEAN BUSINESS. When I receive messages for changes, I read it and my goal is to update the site within 24 hours. I then respond that the change has been made. I remember as a kid doing babysitting for my mom's friend and the parents were very late getting home. When the dad got home at 3 am, I called my mom and said, "come get me". A few days later she mentioned to her friend that I hadn't been paid. The friend was so embarrassed that she paid me double! Thanks for this subject.

[@AskAngelaBrown]

Thank you for sharing your story and for your feedback!

[@SueRosalie]

why would you keep cleaning for someone for an entire TWO YEARS without payment - that is utter exploitation and that person is certainly not a friend

[@AskAngelaBrown]

Thank you for sharing!

[@cynthiazulim4528]

There taking advantage !

[@AskAngelaBrown]

Sadly many still try to do this. Thanks for watching!

[@TheShockedKitten]

If they don’t pay over a period and you have attempted to collect one can always get a lean on the house

[@AskAngelaBrown]

Thanks for the info!

[@rae08]

How do you go about putting a lean on the house?

[@TheShockedKitten]

@@rae08 go to the court house and file a lean for nonpayment of service on a home or business… your lawyer will know how

[@acclaimedhousecleaning7555]

After cleaning for 15 years, I have heard it all! I have had customers forget to leave payment, bounce checks, to canceling at the last moment due to financial woes. The missed payments have always been caught up and the returned checks made right. I have retained these same customers and we can now look back and laugh. I say that 'forced savings' is a good thing, but within reason. Good luck to my fellow cleaners!

[@lilsparrow7845]

Cash up front.

[@anniejefferson7734]

Agreed

[@AskAngelaBrown]

👍

[@merlenef666]

I'm so glad I found your videos. Just started my own cleaning service in NYC and your a big help. Thanks

[@AskAngelaBrown]

Hooray! And Welcome to the wonderful world of House Cleaning. I'm SO excited for you.

[@merlenef666]

@@AskAngelaBrown thanks I have my first client on Monday super nervous,so I'm going through all your videos 😄👍

[@ThePeterDislikeShow]

I hate it when after working hard once I have to work hard a 2nd time at getting paid. It's a scam!

[@AskAngelaBrown]

Yeah, please don't turn into a bill collector. Everybody now days has Venmo, PayPal, Cash App, Square or some other way to auto pay with a card. Get a payment up front to prevent this. Keep me posted and let me know how it goes.

[@lovetodaylisa3967]

Omg. The worst part of my cleaning biz out west some of my clients i would have to ask several times . I felt like a begger. I'm definatley changing things up this time around.

[@AskAngelaBrown]

I understand that asking clients for payment can be challenging and uncomfortable. It's important to establish clear payment terms and policies from the beginning to avoid any misunderstandings. Consider implementing a more organized invoicing system, setting clear expectations regarding payment deadlines, and following up promptly if payment is not received. Communicating professionally and assertively can help ensure a smoother payment process in your cleaning business. Good luck!

[@marjoriejudge5348]

same people that have entitlement issues

[@AskAngelaBrown]

Sadly enough some people do have this issue.Thank you for taking the time to comment and watch the video, I appreciate it!

[@ahampton7438]

And what about the customers who flat out refuse to pay for services rendered? No excuses, just a cold “No I’m not paying you”

[@AskAngelaBrown]

This should be a one time only lesson. If it happens in a business, I would hope the business would set up an autopay program in advance and get a customer credit card on file. Also, make sure you explain your satisfaction guarantee program with the homeowner before you start the job. You may not get paid but you reduce the chance of getting stiffed altogether.

[@roudychic2010]

@@AskAngelaBrown I get paid per job. I’m not set up for weekly payments, I get paid same day… but I should probably change that. I am able to take credit cards but I’m not sure how I can set up auto pay?

[@Tiffanydw4]

Your amazing!! Thank you for all your knowledge and help.

[@cloudcleaningservices9272]

She is !!!

[@normatrinidad3007]

Thanks Angela, great advise!

[@AskAngelaBrown]

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

[@cynthiazulim4528]

I've had this happen to me several times by a pastor and his wife and the day before she text me and says remind me to pay you tomorrow and didn't So rude she has done this to me several times before and I've had to quite her and she y knows this s so she taunts me and d saysxreminds,says reminds, and doesent

[@AskAngelaBrown]

If a customer doesn't pay before the next cleaning - there isn't a next cleaning. Don't keep cleaning for people who don't pay. Unless you're running a charity, you can't afford to spend business time, not earning money.

[@chelongogan3904]

@@AskAngelaBrown not happy with our local Catholic church. They want parishioners to clean the toilets and mop the floors and NOT GET PAID. I corrected them and said you need to pay your workers. . I don't think that Jesus is happy with pastors who take advantage.....

[@khgreenwald]

Oh yeah! Thanks for the video. Very helpful. Love the part, I gotta eat!!! And sign House Cleaner will clean for food! Back in the day (1960s and 1970s) we used to call money "bread". So I work for bread!!! Again, great video!

[@AskAngelaBrown]

Love this...thanks for sharing!

[@JS-do7ux]

I’d like to say something here, there are jealous clients. Yes, I said it. Jealous wives who hire a house cleaner like me. I am wonderful at what I do. I had a certain customer who used to comment on how great my work was but would haggle or skim my payments. She was jealous. I fired myself from my job. She was so upset that I was leaving.

[@AskAngelaBrown]

Thanks for sharing. 👍

[@celmasilveira9799]

Love, love, and love!!!!!!

[@markusschaffer9712]

Just started up my own cleaning business....thank you Angela for your insights and wise advice.

[@AskAngelaBrown]

You are so welcome! And Congratulations on your new business!

[@AskAngelaBrown]

You're welcome! You got this! Thanks you for watching. 🙂

[@ianscianablo8507]

So if the client did not pay for my first visit and I have returned to that same house a second time, and there is no check, do I leave or clean during my second visit? Thanks!

[@catinahawkins9925]

I like cash only but if it have to be a check, No check No job done ! Look for the money first!!!

[@cuteminx121]

Couldn't agree more 👏 no cash no clean!

[@Taureanfitness]

Where can I get a sample of a cleaning task worksheet?

[@peacesearcher4598]

Angela Brown is right on.

[@AskAngelaBrown]

Thanks so much! 😊

[@brendabrown5996]

I had a job once that did that .I never did get paid by them and than they fired me. Their excuse was that the teenager stole the money.

[@sandyhumissouri5131]

Sad! If they never paid you, they can't fire you! 😡🔥🔥🔥

[@Tiffanydw4]

What if you have a client that is trying to find things wrong to avoid paying? For one client I don't know if her kids coming home before her and making messes where I cleaned or if she was trying to avoid paying. I have numerous times went back and re vacuumed something I know was very much cleaned that morning.

[@Tiffanydw4]

Angela Brown thank you love the picture idea. I will try this.

[@svetamatvey]

Hi Angela. I have one client who always forget to make payment for cleaning. The last two months I should remind her about payment every week. Can I ask her to pay day before cleaning? How is better to say her about it, that I don't like that I should remind her about payment. Thanks.

[@AskAngelaBrown]

Have her pay in advance. If there is no payment - there is no cleaning. You've given her many chances to pay the day of service, and due to late payments, there are new rules. You are not being mean by implementing this - this is a choice she made by paying late. We live in a world where all services are paid for in advance or at the point of sale, not later when it's convenient. Does that make sense?

[@svetamatvey]

@@AskAngelaBrown Thank you! I'll tex her this on Tuesday morning, if she'll not make payment tomorrow after cleaning. Thank you for your videos! Take care ❤️🌹

[@Medietos]

Oh dear, I thought I was the only one who could make someone think they could cheat me. She was training to be a psycho-therapist, and You're right in that it taught me a lesson: People of any prog´fession can cheat and deceive. I didn't think I should ölet it pass but go there and take her garden chair or her christmas tree instead, . Iworked hard and of very high quality -should have charged at least the double, especially as the travel there was 2x 45 minutes =1,5 hours.I swallowed my hurt pride and fear and anger, let it pass.

[@AskAngelaBrown]

I understand that you've had a difficult experience with someone who deceived you, and it's disheartening to realize that people from any profession can act dishonestly. It's important to acknowledge your emotions of hurt, pride, fear, and anger in such situations. However, seeking revenge or taking someone else's belongings may not be the most constructive approach. I'm glad to hear that you chose to let it go. If this ever happens again, try focusing on your own growth and learning from the experience, which can be more beneficial in the long run. It takes strength to let go of negative feelings and move forward. Remember to prioritize your well-being and surround yourself with positive influences. Use this experience as a lesson to be cautious and discerning in your interactions with others, regardless of their profession.

[@Elinahaule114]

helpfull

[@KarawithaK]

I’m just curious what is your opinion on housecleaning for cash and not creating an actual “cleaning business“? I know it definitely comes with certain risks but I’m thinking might be useful in the time of the pandemic just to make some extra cash for a little while 🤷🏼‍♀️

[@AskAngelaBrown]

If you accept cash in exchange for cleaning you have a business transaction. My suggestion is to treat it like a business even if you're only doing it part-time. Treat your customers as clients, be professional, and learn which chemicals you can use on which surfaces. And during the short time that you are cleaning - make sure that you get some liability insurance. If something malfunctions (and it's really easy to do) you don't want to have to pay for replacements of furniture, carpets, appliances or flooring out of your pocket.

[@Gumorisco11]

How does the residential house cleaning work? I've seen a job hiring near me I live in CA need some tips

[@AskAngelaBrown]

Are you looking to hire a house cleaner or become one?

[@Gumorisco11]

@@AskAngelaBrown become one I saw a job list that said to become one I personally never done it before mostly I work in the fields pruning grapes j cant really earn cash becuase the is seasonal

[@Moni-vh5xk]

Thank you for your advice. I recently had a new client, explained we work hourly for deep cleaning (we have a sheet of everything that is included and can accommodate if necessary), gave an estimated amount it would take clearly stating it may take longer. Client went on saying they get their home cleaned in 45mins and wanted us done in x amount of time (totally understand maybe the cleaning didn’t include everything we include. The day came, went it and took half an hr longer. Let the client know when we finished, when I received the payment, it was only the x amount of time they had wanted us done. Knowing we stated it wasn’t guaranteed to be done within the time frame. What would you recommend in this situation?

[@AskAngelaBrown]

That's a tough one for sure. I'm sorry that happened to you. Do you know about our Facebook Group that is open to professional cleaners? You can get some great advice from professionals like yourself. You can request membership by answering a few questions, check it out- facebook.com/groups/ProfessionalHouseCleaners 🙂

[@swicheroo1]

I have two sets of house cleaners. My personal house cleaner, I always pay each time. I have an Airbnb cleaner--couple who run and own their own service--who have been with me for 5 years. I'm usually at the premises with a check but they come so often--and so irregularly--for turnovers that there are scheduling conflicts. It's often 3 day turn overs. But it can be 10 days. Or anything in between. So, sometimes, they will have to wait for the next job to get the payment. I don't let it get past 2. I resort to Venmo if that is the case...but my accountant frowns on Venmo.

[@AskAngelaBrown]

Venmo and Cash App are viable ways to pay for services immediately to ensure continued service with the cleaner. Since they link directly to your bank account any money spent shows up in any accounting software as a regular payment transaction. I'm not sure why the accountant frowns on Venmo, I'd love to know more. We've used both Venmo and Cash App for regular payments to independent contractors who prefer to be paid that way and have never had any accounting problems in five or six years. Am I missing something?

[@breejones9147]

I heard that paypal will charge you a percentage everytime you make a business transaction. I only wanted to do check or cash because of this.

[@breejones9147]

@@AskAngelaBrown Thank you! 😊

[@MD-wq6on]

@@AskAngelaBrown Venmo is a good option also.

[@juliegonzalez9618]

Awesome video

[@Omoroseangel]

Angela, your videos are so amazing and informative. Thank you so much. QUESTION! What happens when you have multiple clients (4) who are related to one another, for example - they are a group of brothers and sisters, all referred to you by one another... and the most difficult house out of ALL of your 30+ clients happens to be one of these siblings... (difficult is an understatement as it is hoarded and never picked up for years on end - with multiple seemingly fuctional adults in the house - yet we do our best to get a basic clean throughout the kitchen/bathrooms and through the floors) down with whatever extra time basic dusting and such of other areas which never really see the light of day because they are cluttered with junk and laundry and trash. Sometimes we don't get to certain areas that really need it simply because there's so much debris and junk to move around that it simply takes a lot of time. They did not pay for two weeks on end and I'm not sure why. I've already reached out and have not received any explanation. This is a weekly clean for us. How would you approach such an unpaid payment? I love the idea of checklists. Barely anything would be checked off from this house 🙁

[@Omoroseangel]

Is it out of boundaries to contact the other clients related to that one to see if there is an issue and why they are not responding? Why they are not paying?

[@AskAngelaBrown]

I am assuming you run a business not a charity. If this is true, the first time they didn't pay would also be the last. If they are a weekly client, payment is due before the next cleaning. If they haven't paid in two weeks they are no longer a client of yours - because you run a business and businesses are for profit companies. It sounds like tough love, and while you WANT to help this family (you have an amazing good heart by the way) but you can't pay your own bills and put food on the table for your own family and the tables of your employees with your goodness - hence the word business.

[@Omoroseangel]

@@AskAngelaBrown I guess I'm going to take this as a loss. Thank you Angela for your response. I was thinking this client wasn't worth keeping. It was too stressful energetically.

[@Omoroseangel]

And no this isn't a charity this is definitely my business. I don't understand how people can lack such integrity and not pay when service has been rendered.

[@louierockefeller9371]

How about receipts can we do that

[@AskAngelaBrown]

Hi Louie, Many cleaning companies are using scheduling software that streamlines the payment process. Jobber, HousecallPro, ServiceAutopilot, ZenMaid, Markate, they all have invoices that dub as receipts for the client when payment is made. I do recommend using a software like this for your business since it will save you the hassle of hand writing receipts.

[@kirstieb8025]

my company has my cc on file, but not the number. not sure how that works, but it would be so much easier. also, there’s paypal, zelle, apple pay so many easier ways to pay. my company just charges me the day after, automatically and sends me a receipt.

[@AskAngelaBrown]

This saves so much time. And how it works is that there are encryption programs that allow access on both ends to your money without the risk of anyone knowing your credit card. For example, you enter your card using a program like Stripe. The cleaning company can see the money coming in from Stripe and they can refund the money if you are not satisfied - but they have no clue what your credit card number is. This protects you, and the cleaning company.

[@bobrawlinson7447]

Do you think it is better to charge by the hour or by the job

[@coastcleaningservice3408]

Bob Rawlinson when you do the math in your head charge by the hr, but when you give the client the price do it by the project.

[@AskAngelaBrown]

By the job but it’s understandable if you’re starting out you may want to charge by the hour until you get the hang of it.

[@brendabrown5996]

Jobs like that one made me get out of the business.

[@michellecollins6379]

Me as well, just not worth the headaches.

[@meghanferrari6501]

I am having an issue ppl with the money to pay well off people are the stingiest.

[@AskAngelaBrown]

You are correct for the most part. It's an odd phenomenon but the people who have money in many cases are those who do not squander it. They watch every penny, they know where every penny goes, and they are masterful at reinvesting their money for a return on investment. When you sell to these people you must provide a return on their investment otherwise, they will find a cheaper service.

[@SueRosalie]

this happens all the time to self employed tradespeople - dressmaking clients are some of the worst and have a huge sense of entitlement and expect to get things for free

[@AskAngelaBrown]

Yikes! That’s got to be so frustrating. Thank you for sharing.

[@cynthiazulim4528]

It's usually the sanee customers I've found

[@AskAngelaBrown]

It's true, there are customers who repeatedly forget to pay. And it's common now for customers to keep a credit card on file to prevent this type of thing from happening. If payment is a neglectful or dreaded thing for customers, making the payments automatic reduce that stress.