Marketing and Sales Video

Practical Steps to Earn Trust

What You’ll Learn

Call every customer back
Handle incoming emails
Follow up on every complaint or bad review

Short Summary

Basic follow-up is a big part of trust in commercial cleaning. When a customer calls and hears nothing back, doubt grows fast. The same happens when emails sit unanswered after a real question. Answering even critical reviews can help win new customers. The fix is to answer every call, reply to emails, and deal with every complaint. Even criticism in a review needs a short, calm reply from the company. These small steps each day show the company is paying attention to the customer. Start now by calling back any customer still waiting to hear from you.

Frequently Asked Questions

Should a cleaning company call every customer back?

Yes. Call back everyone who calls and needs an answer. It’s a basic step, but it builds trust.

Should every email get a reply?

Yes. Even a short reply shows the email was seen.

Should a company reply to a bad review?

Yes. A short, calm reply shows the review was not ignored.

What if a complaint seems unfair?

Reply anyway. Try to take care of every complaint, not just the easy ones.

What basic follow-up matters most day to day?

Returning calls, answering emails, and following up on complaints matter most.

Full Transcript

Hi there. Welcome back. Dan again from CleanGuru.

Over the years, I may have said this: My wife and I always try to encourage our kids, as they’re getting into jobs and into the workforce, to do the basic things the best you can. Do them right. Meaning: be polite. Call everyone back who gives you a call that you need to reach. If an email comes in and it applies to you, respond to them. Do the basic things that seem basic but are important.

We have the same kind of processes here in our software company. We try to not only have software where folks can come in and it’s very user-friendly, but we reach out by email. We actually try to reach out by calling to welcome the new person to our company. If someone has an email question or they call in about a problem they’re having or they didn’t understand something, we call everybody. We respond to emails and calls when folks have questions about something they need to learn about the software.

Why is this important? Why am I saying this? Because it’s the same thing in a cleaning business, right? You try to do this kind of thing. It’s important.

The reason this came up this week is we have a new member that just came on, and they said to Matt in our office that the reason they went with us was because they noticed, in the comments, we put out lots of videos and training and all kinds of things. Also, of course, you can do app reviews, and in one of them they noticed the person had a problem or was criticizing, but we actually responded to their criticism.

We have lots of nice ones, which is great, and those are fun to respond to and say thanks. But even the ones where someone didn’t like something or how it worked, or had a suggestion, we try to respond to each one of those. The person appreciated that we personally took the time to respond to every one of them, not just the ones that are nice to respond to because they’re maybe a compliment.

It’s something to remember. In a cleaning business, when we try to take care of every complaint, follow up, return every customer service call, reach out to make the customer service calls—the nuts and bolts, the brick-by-brick growing of relationship—it isn’t always fancy things. It’s often these small steps every day.

Till next time, remember: you can do this. You really can.