I Assumed That Was Included in the Cleaning... You've Heard That One Right?

I assumed that was included in the cleaning... you know what I'm talking about right? A customer trying to get you to do more than they are paying for? If you are selling cleaning services are your packages easy to understand? Are your cleaning agreements clear? Are your expectations realistic?
Does the client know they pay more for add-on services? Are you being taken advantage of in your #cleaningbusiness? It may be time to set new boundaries and review your cleaning company rules.
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[@jenewingtxlpc]

This was EXTREMELY helpful. Thank you so much!!

[@AskAngelaBrown]

You're welcome, so glad it was helpful! Thanks for watching!

[@heatherhawkins7808]

If it is clear packaging your probably are dealing with a narcissist. In that case it wouldn't matter how clear your packaging is they would test your boundaries anyway. Such high conflict clients are not worth it.

[@AskAngelaBrown]

It's true there are customers like that out there. It is common though to have covered the cleaning and what is involved on the walkthrough but then have the client forget because they didn't get a worksheet or the bid in writing. And every time they "forget" the cleaner gets to go back over the agreement. It is the reason we encourage the client to be part of the process, and then give them a worksheet they can follow after each cleaning.

[@galamander_1327]

I quickly learned that every single list and tiny change had to, not only be in writing, but had to be initialed by the client to indicate they received notice. There are clients who conveniently "forget" every discussion we've had, and "forget" they ever got a printed list or an email. Honestly, I often end up letting clients like that go, because their orientation is to be manipulative or to grind down their service providers.

[@tzu2146]

We have one of those. We are just riding out the summer with her so not to leave her in a lurch but no next season. There has never been a complaint from a guest but she finds things to add or blow up our phones about. You are right, it's hardly worth it. Very stressful.

[@garlicgalore]

I get so much help and clarity from your channel, Angela. Thank you for bringing your special communication skills out for us all to learn from.

[@AskAngelaBrown]

Thanks, Rachel for your kind words and for taking the time to reach out. I appreciate you being here. 👍

[@shawnaford5540]

This is so important. My first cleaner did everything. Then I moved and got a new cleaner and the service was labeled light housekeeping for seniors. No kitchen sink, stove top or microwave etc. It took me awhile to adapt but it made for an awkward first appointment. The look on her face when I asked why the small garbages were not emptied, and the look on my face when she explained the subsidized service did not allow what I assumed to be basic. Still it helps with my disability even the basic floor, bathroom and dusting. Now I am able to pay her separately I can get the attention to detail that we both prefer.

[@AskAngelaBrown]

The subsidized service didn't include emptying small trash bins? You give me her phone number - I want to have a talk with her. 😱 That is about as basic as it gets. LOL. I'm so sorry you experienced that. That's horrible service. 🤗

[@shawnaford5540]

@@AskAngelaBrown I know this was a rule from the community services, they eventually stopped the service due to budget cuts. This is an example of how the charity based model of “supports” or the be be grateful for any help or the beggars can’t be choosy model is inferior to a human rights based model. My cleaner did break the rules when time allowed so no need to call, and now unfortunately the subsidized program is canceled anyways. Yet and she does keep her clients subsidized by her self. I was able to regain financial security so I do pay her regular fees. But I can say having my house fully cleaned really helps me with my limited energy.

[@vincentcaruso3360]

Hi Angela, My family and I run an Airbnb turnover service. I've been watching your videos for about a year, and have learned so much! We're up to 20 units now and are about to hire our first two employees! Thank You for providing this invaluable information.

[@AskAngelaBrown]

Thank you for watching and for tuning in. I really appreciate your feedback. Congratulations on your Airbnb success, it sounds like you have some wonderful business strategies for picking up new accounts. Hats off and high five. 👏👏👏

[@ziggy33399]

True. That said, I included everything in writing before cleaning. Also included 3 pages of what I called “DEEP CLEANING” . The laundry room was always included as everyone wants true basics. Laundry room included. I also included changing the bedding as part of my package. First cleans included refrigerator (as I always found them needing a clean & my setting things up for the future was going to reflect on things down the road). There were spots to organize & clean closets, etc to set them up as well.

[@AskAngelaBrown]

Wow! That sounds like quite a package you've got there. Deep cleaning, maintenance cleaning and special projects like fridges. I love how organized you are. 👏👏👏

[@angelagfountain258]

How to clean tinted windows?

[@AskAngelaBrown]

Did the installers of the tint give you any information on suggested cleaning products?

[@TheHellFlower1]

Recommend a local window cleaning service.

[@tzu2146]

Time is money so when they ask for additional work we discuss it at the time. Many of our clients are vacation rental owners and occasionally they provide a list. We price it on their wants. We also have a list with set prices based on our regular clean and our deep cleans. Even tho we have these 2 check lists, we still get requests as 'favors'. There will always be these clients. Sometimes have to grow a thick skin. Imo. Tbh, we will text them a price for extras just to get it in writing to get a yea or nay. Love your videos, have been doing this for 15 years, but always learn something from your videos. 😍👍

[@AskAngelaBrown]

Thanks so much for sharing about how your company does the pricing and special requests. I appreciate you watching the show. 😊

[@aikofujita2420]

My cleaning lady came once a week and actually she did more than we agreed on. Maybe because I gave her extra money for bus fare? Hi from Okinawa Japan

[@AskAngelaBrown]

Greetings! Thanks for watching the show. 👋

[@veronicasommer5513]

I absolutely love the idea of the checklist. I have checklists for various work projects. I even have a checklist for my scuba diving

[@AskAngelaBrown]

That is great! It helps to know what you have or what you need. Thanks for watching!😊

[@veronicasommer5513]

Thank you for producing such an informative and positive KZbin channel.

[@sonnlich]

I'm curious about something an acquaintance just mentioned. Is it unreasonable to expect a cleaner to bring cleaning equipment? This person is trying to stock up on the cleaning equipment and supplies they need for a cleaner who brings nothing to the house. I would have assumed that it would be preferable for the cleaner to have equipment they find comfortable and reliable anyway, but I would be shocked to be expected to provide all tools to any skilled professional I hired to do a job at my house.

[@AskAngelaBrown]

It is not unreasonable. Some cleaners do have their own supplies, while others use their clients. This happens because you don't want to risk carrying/transferring anything from one home to another, like bugs.

[@TheHellFlower1]

I use my own supplies, but most of my clients prefer I use their vacuum and broom due to pets between homes (honestly, I prefer such as well- sanitizing a vacuum between homes on a multiple home day is gnarly). If they want me to use different supplies, that is on them. Covid changed a lot about the way we do things too. It's not unreasonable, but there are fluid circumstances.

[@KillaTrillasana]

I can't believe I'm watching your newest upload quite literally the moment you posted! Angela you have become the fairy godmother of clean that I look to whenever I need guidance. As I type this, I have your book open in front of me, which arrived a few days ago. I am in the process of getting my business off the ground and I just gotta shout out a big old THANK YOU! Your insights are helping me build out my foundation of what I hope will be a very lucerative living. You are helping so many of us!

[@AskAngelaBrown]

Wow, thank you Jess. And, welcome to the wonderful world of House Cleaning. Thanks also for buying my book. I appreciate you too. Keep me posted on your business venture. I'm here rooting for you. 👏👏👏

[@KillaTrillasana]

@@AskAngelaBrown I am very flattered to hear you'd like to stay updated. I am at a major crossroads in mu life that, if you have time/energy, I would love to present to you for commentary. Any feedback would be very much appreciated! How would I send you a message that you could receive privately? Do you have a preferred email address? I understand if you have a full schedule and don't have free time to respond. No worries!

[@abbiehoole7937]

I don’t charge extra for anything

[@AskAngelaBrown]

If this approach works for you and covers your costs and time - it's great!

[@usernamen0tf0und]

If it was me and I wanted to keep the client happy, I would just tell them I could do a quick vac/mop of the laundry room but anything more would be extra.

[@AskAngelaBrown]

Thanks for joining the conversation. It sounds like you have a heart of gold. 🤗

[@Jean-rl9zu]

Great advice! Be super duper clear from the 'git go'!😊

[@AskAngelaBrown]

YES! Super Duper! I love that. The goal is to be so clear about the services you provide, that the customer can turn around and recommend you to their neighbors and do the sales pitch for you. 👏👍😍

[@shadowgolem9158]

Our problem has always been needing to remind them to properly do all the things that they say are included. For me if they say they will do floors that means I'm not going to find little piles of dirt in the corners when they leave. I have even offered to let them add time and charge more so it gets done properly.

[@AskAngelaBrown]

Thanks so much for leaving a comment : )

[@ElizabethDohertyThomas]

Great clarity! I'm not seeing it but do you have a listing of your course cleaner folks to find someone in my area that has not necessarily been vetted by you, but who I could maybe trust over a random cleaner? Love the checklists as it helps everyone clarify expectations!

[@AskAngelaBrown]

We're putting together a list of Savvy Cleaner Trained and Certified cleaners. We have multiple requests a day so it's high time we pull that together for you. Thanks for the push.

[@griseldaaraujo8315]

Hi Angela!!

[@AskAngelaBrown]

Hello Griselda, Great to see you here today. Thanks for dropping by. :-)

[@flags7712]

Going to start watching your KZbin videos on my tv 📺

[@AskAngelaBrown]

LOL. Thank you. The pictures will be much bigger than what you see on a smartphone. :-)

[@ILoveMyFamilyAndFriends88]

Just let her know that you will do everything except laundry, which is easy because you are doing everything else. It isn't that hard to laundry when your house or apartment is being cleaned by someone else. I wish I could pay someone to help me out, but I can't, but If I could I would be so grateful and not complain.

[@AskAngelaBrown]

Thank you for sharing your input and for watching the video!

[@justinchimento5654]

I always message them in email or text form or even both what I do for every visit before I start the first cleaning that way we both know the expectations but there are always some that will say I thought this was apart of it and if I never mentioned if they wanted that since I cater to each houses and clients individual needs or wants then that's my fault and I include it with no extra price since it's my fault and I should do my job better but that's what checklists are handy for that way you can go over every potential thing a client may need based off what you provide in your business so there should be no miscommunication.

[@AskAngelaBrown]

Justin, Thanks so much for reaching out and leaving a comment. I appreciate you! 👍

[@mimis105dobbins3]

Hi Lady,It’s good to see you.God bless

[@AskAngelaBrown]

Hello Mimis105 Dobbins, good to see you too. God Bless you back and may your day be fantastic. 🙌

[@Midgeridoo]

Angela, what’s your take on debbie sardone’s cbf program? i’ve been on the fence and had a call with them and now i’m even more on the fence.

[@AskAngelaBrown]

I am far more familiar with my program at savvycleaner.com than I am Debbie's program I know we cover a lot of the same things for 1/10th the price.