How exciting, you just booked a new cleaning client! So how do you welcome your new client? With a New Client Welcome Kit that is. Now is the time to start setting the stage for the client experience with a new client welcome kit for a positive relationship!
Don’t leave your new client hanging until you show up for their first cleaning. Impress them with a welcome kit that provides information that includes
- A Welcome Letter
- Client Data Form. So they can tell you more about them.
- Cleaning Checklist. What they can expect from you.
- Customer Polices. What you expect from them.
- Promotional materials. So they can tell their friends about you.
Having a welcome will create a positive first impression with your new cleaning client. In the new client welcome kit, you will set expectations and let the client know what to expect in your relationship and the cleaning service you provide.
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I have put together a list of what you should include in your new client welcome kit.
What to Include in Your New Client Welcome Kit:
1. A Welcome Letter
A Welcome letter introduces you and your business. It also lets your new client know how excited you are that they have hired you to clean their home. Make sure your welcome letter is warm and inviting.
In your letter, introduce your self and your business to your new client. Next, tell them how you will provide excellent customer service. Then, end the letter with what they can find in the new client welcome kit. If there is any paperwork that needs to be returned to you in your new packet, tell the client when and how to send it back to you.
2. Client Data Form
The purpose of the client data form is to collect the pertinent information for you to provide the best cleaning service for your client.
What to include on your Client Data Form:
Information about the client
Start the form with a section where the client can provide contact information. Contact information includes house phone, cell phones and email. This way you will have multiple ways to get a hold of the client when needed. Include an area for the client to tell you how they want to be contacted in the event the cleaning needs to be rescheduled or in the case of emergency.
Next, include a section where you collect basic information about the house. Ask questions such as how many bedrooms are in the home, how many bathrooms, and what kind of flooring is through out the home. Having information about the house will give you a better idea of what cleaning supplies you will need to bring into the home.
The next section of the form should include any important information about the clean, that is specific to their house. For example: How does the client want you to enter the home? Does the client have any no touch items in the house? Any pets, what are their names, and where will they be?
Include a question on where central garbage can is located. You will be collecting trash in the house and will need to know where to put it. Is it in the garage or on the side of the house?
Ask the client what to do if a door is closed in the home. Sometimes this indicates a do not enter. Ask if it is ok for the cleaners to enter bedrooms or bathrooms with closed doors and clean. Sometime clients will have out of town guests you are not expecting. If a door is shut for privacy you will need to know what is expected.
3. Customer Policies
The purpose of the Customer Policy document is to set boundaries for the homeowner/client. This document should eliminate surprises or questions in the future. For example, if a hurricane comes through your area, your client should know a head of time what to expect from you and your cleaners.
Having the Customer Policy document will help to create a long and happy relationship between you and the customer.
Items to include in your customer polices.
- Cancellation polices, how to cancel an appointment and any fee’s that may be charged.
- Lock out policies. What will happen if cleaners are not able to get into a home, and how you will treat that. Will there be a fee charged after so many lock outs, etc?
- Damage and Breakage policies. Accidents happen, your new client knows that, tell them how situations like these will be addressed. My customer policy also had the following ‘We request that all valuable, irreplaceable, collectible, or heirloom items (whether monetarily or sentimentally valued) be stored and/or not cleaned by our team’. Tell them how long they have to report any incidents.
- Inclement weather policies. Depending on where you live, you may experience inclement weather from time to time. In Florida our inclement weather included Hurricanes and Tropical Storms. Those of you living up north, have to worry about snow and ice. Provide information on what will happen if your cleaners can not drive to services a home. Let the client know how you will contact them to reschedule.
- Hours and Holidays. Include here, hours of operations. When can a client call you and get an answer. Do you have an after-hours number? Does your company observe any holidays and what are those holidays?
- Any other information specific to your business.
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4. Cleaning Checklist
The purpose of the Cleaning Checklist is to
Include a comprehensive list of what is included with each cleaning, on the cleaning checklist. This will let the client know what they can expect with each of their cleaning visits. Questions may arise or clients may want to add an additional item to their cleaning service, you can refer to this document to justify any responses or price increases.
An important note to make, if you include a cleaning check list, make sure you and your cleaners are following it to a T. When you say you are going to clean the top of the refrigerator, you better clean the top of the refrigerator.
Clients will look for these items and will notice when they are not done. When you don’t follow your check list, it will create distrust with the client. The client will be less likely to continue with service and will certainly not tell their family and friends about your business.
The cleaning checklist will also help protect you from those clients who like to leave notes asking for you to clean out the refrigerator. And you know they are out there! When a requested item is not included in your regular service, you will want to be compensated for it. The moment this situation comes up refer to this document to justify the additional charge.
5. Promotional Materials
The purpose of including promotional materials is to let your clients share your business with their friends and family.
Items to include in your welcome kit include business cards, pamphlets, fliers or other promotional items. Business cards serve two purposes 1st: so clients have your contact information and 2nd: so that the client can pass it along to their friends, family and neighbors! Referrals do not cost you any money and the have the highest conversion rate to booking!
Once your new client sees how awesome you and your business are, you will want them to pass your information on to everyone they know! Make it easy for your client to tell people about your business. Provide 5 business cards and a handful of any pamphlets or fliers your business has.
Next provide a description of your referral program: Providing promotional materials will not be very helpful if you do not entice the client to promote your business name. Come up with a great referral program your client can not resist.
You can provide a free cleaning after 3 a referred client has completed 3 scheduled cleanings. You can offer discounts to neighbors if they schedule on the same day and rotation. We provided a 10% discount to both neighbors if they scheduled on the same rotational day. We saved LOTS of money in drive time by cleaning two houses on the same street.
When to Use your New Client Welcome Kit?
The new client welcome kit should be sent out the minute after you have booked your new client. You can send it in email or you can send it via snail mail, or hand it to them if you are face to face. Either way it is important to get this package out to your new client ASAP.
I HIGHLY recommend sending the new client welcome kit in two forms. One in paper form and second in electronic form, such as email. This way if the client looses one he/she has a backup copy and can save or store it whichever way works best for them.
Presenting Your New Client Welcome Kit
This is an important step, how you present your new client welcome kit will further speak about your brand. We are in the business of cleaning houses. Therefore, any material you give a client should be neat and tidy. Don’t just hand your new client a stack of papers. Care should go into putting it together.
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All our new client welcome kit’s were hand delivered or mailed in a green pocket folder, the kind the kids use for school. The green matched our brands colors, and the pockets provided for better organization. We attached our business card to the front of the folder to identify where the folder came from.
Each document was placed in each side of the pockets. The welcome letter and documents they needed to fill out were in one side of the folder and promotional items on the other.
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There you have it. How to create a New Client Welcome Kit for your Cleaning Business.
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