Expectations - How to Manage Cleaning Clients Expectations and Wishes

[@AskAngelaBrown]

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

[@mariareyes7095]

Always love your advice Angela 🙏

[@AskAngelaBrown]

Thanks Maria, I'm delighted to see you pop in and catch up. Have a great weekend. :-)

[@johnmal5975]

Great advice especially if you are just starting out. When me and my wife started, we put everything on our flyers and boy did we get into situations that we didn't expect. Now we keep it simple stupid.

[@johnmal5975]

So you know what I put on the flyer? I put down that I clean windows. So every mansion is calling me to get a quote on their windows. The first I quoted for a 100 dollars because I was clueless. Of course, it had hard water stains for years. This job took me and my wife 2 days it cost a ton in supplies because I did not even realize what I needed. So I got paid 25 dollars per day and so did my wife. Talk about a lesson. OOCH! LOL! That's why I love your channel so much because its such great advice and all these things have happened to me. Anyone watching these videos whose starting out listen intently because it's fantastic advice it really is. Angela knows what she is talking about. She will save you a lot of headaches.

[@AskAngelaBrown]

Thanks for watching and leaving a comment.

[@lindahansen4633]

Thank you so much.

[@gailbrown2949]

You are so right about being clear about your boundaries and clients expectations. Assumptions are incorrect about 90% of the time. The being "clear" rule helps out in every aspect of life with everyone with whom we deal. This is another thing I really like about your presentations, they apply to all of our various life situations. Thanks Ange.

[@Minnie11chula]

Whoops I downloaded your sample flyer with the long list of special projects. I think I will modify. Thanks Angela great advice!

[@AskAngelaBrown]

Feel free to modify and make it suitable for you. Thanks for watching the video. 🙂

[@isabelhernandez5530]

Hi Angela,love your videos I always learnd alot from your advice. yes is hard when you don't know how to deal with ALL this. I been a solo housekeeper for almost 30years and I made all this mistaled with customers😯 today I know crystal clear what to do.and is good for me and I don't feell abuse or upset,because I have it all clear.and i can tell my customers too .we all get what we need and have happy work days😉thnxs Angela.

[@AskAngelaBrown]

I appreciate you watching the show and taking the time to leave a comment. 👍

[@Billygoatsgrruff]

For us, we deal with too many clients with unrealistic expectations. They expect an oven done in an hour and a half, for you to solve their mold problem, get paint off floors, hard stains off old wood, the list goes on. The worst are the clients who are suddenly fussy yet their house doesn't look like it's been cleaned in years. It's a very hard job. You get the odd good clients, but unfortunately there's far too many people who expect far too much within the time frame they give you even once it's explained that you would need more time.

[@Billygoatsgrruff]

We don't get to see the houses or units before hand, they are arranged through another company and the client tells us what they want doing, how many rooms etc via a phone call, and they are told what can be done within the time they choose us to be there, but when we get there and they suddenly have a list that is not what was agreed to, we ask them which jobs are their priorities. We'll also tell them if there are things that can't be done because it's not what we as cleaners do. Every cleaner has particular jobs they do. Some iron, we don't, some do washing, we don't, it's all made very clear to them in the phone call, and some might ask us to do windows, and they will be told we only do interior windows, but when we get there, they want outside windows done as well. We've had customers who literally jump for joy when we're done, but those are the ones who are not unrealistic and have set a time and only ask us to do what we can in that time, but then you get the type who you can instantly tell are going to try get more from you and still expect to pay the same. We've also had end of lease cleans where they're told we only do the jobs chosen by the client, not the real estate which is third party, so they give us a list of jobs needed doing and we work out a time and price for that, but again, once we arrive, there is a list laid out from the real estate or landlord. If clients are more clear about the work they want done, and are more honest instead of saying their place is clean, when it clearly is not, because that leads us to believe that it will only take a couple of hours, when in fact it will end up taking a lot longer. How on earth do we deal with such situations. It's becoming impossible to do this.

[@Billygoatsgrruff]

Thanks for your response. I appreciate it. Today was another example of what we deal with.Over the phone I'm told she only has 5 lots of Venetian blinds, but she had 9. She said she wanted windows done inside and out, and she was only on one level so access was easy to all windows. Wrong again. Only a handful of windows were accessible on the outside. She wanted furniture moved from walls, said they weren't heavy. again, wrong. She also had a different longer list to what we agreed. The only difference was she gave us the time to do it.Originally it was 3 and a half hours, but she gave us an extra hour. This happens a lot to us, however usually they don't allow us enough time.They literally think because there are 2 cleaners, it will be done in the agreed time, and I run into this in phone calls where I try explain ovens, blinds and windows take the longest, but still they think an hour and a half is plenty of time to do these jobs plus a lot more. I really need to know how to approach these situations. How to make them see that the things they want us to do need more time and that if they are only going to go with a short time, then we can only do such and such. Too many high expectations. Yes we deal with it a lot.Thanks for the virtual hug.

[@alexism.7712]

Is it ok to ask the clients if u can use their vacuum cleaner or shuld u always have ur own?

[@alexism.7712]

Angela Brown Thank u

[@llamaplayz1]

Hey I saw you on another video. Do you steam clean all of your customer's floors with a steam mop?