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 Policies. What do 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.
Looking for a completed, ready-to-download New Client Welcome Form’s Click here.
Continue reading to learn how to make your own forms from scratch and what you should include.
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 yourself 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 an 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 throughout 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 cleaning, 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 the 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 them. Sometimes 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 ahead 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 policies.
- Cancellation policies, how to cancel an appointment, and any fees that may be charged.
- Lockout 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 lockouts, 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 service a home. Let the client know how you will contact them to reschedule.
- Hours and Holidays. Include here, the 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 that is specific to your business.
Click here for Further Reading —> Why Every Cleaning Service Needs Insurance and What You Need
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 checklist, 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 checklist, 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 they 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 the second in electronic forms, such as email. This way if the client loses one he/she has a backup copy and can save or store it in 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.
Need Help with Quotes and Pricing? Read my super helpful articles to help you through it!
All our new client welcome kits were hand-delivered or mailed in a green pocket folder, the kind the kids use for school. The green matched our brand’s 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 on each side of the pockets. The welcome letter and documents they needed to fill out were on one side of the folder and promotional items on the other.
Looking to get more clients? Read these articles
There you have it. How to create a New Client Welcome Kit for your Cleaning Business.
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Thank you for all of the info, it has been so helpful to me! I am in the process of starting my own cleaning company. I love the idea of a welcome kit for the client. I am having trouble getting to the resource page though so I can take a look at your examples. I subscribed and received an email but it did not have a password.
Again thank you for all of your wisdom and advice!
Hello Michelle – Thank you for your kind words! I am so glad you found the site helpful. The Pass code is highlighted in the Green box provided in the Email. If you have further questions you can respond to the email and I will send the pass code your way. Good Luck with Your Business!
Thank you for the awesome advice
I am loving this website already, and it is very helpful. Guiding me and answering some questions I had a hard time with, this will help me in the long run for my cleaning business.
It seems I am having problems with your free resources password. It isnt working for me!! Please help!!
I’m sorry you are having issues with the password. Can you send me an email with the email you subscribed with and I will send it your way. And common errors users have with getting in.
Thank you Roberta! You’re are the best business coach I ever have!
Hello Perla, Thank you for the kind words!
Thanks just created my very own welcome package and I must say i did I excellent job. All thanks to you and your examples. Thank you so much.
Hello Shay, I’m so glad you were able to create your own new client welcome kit! Your so welcome for the examples. They will really increase the level of professionalism with your cleaning business.
Best of Luck with your Business!
Thank you so much for all your help and emails. I really appreciate it
Hello Kelly! You are so welcome.
Thank you Roberta, for all this great information.I purchased the package but haven’t received it ? Please advice and thank you in advanced.
Hello Jessica! Thank you for your order. It looks like we may have an incorrect email address for you.I just tried to resend the email and it kicked back as invalid. Can you please send me an email to: Roberta@wellkeptclutter.com from your email address. This way I can update it in the system and get you your EBOOK.
Has any one gotten the book? I’m interested?
Roberta, I am so thankful that I found you! So often people subscribe to things that turn out to be single hits. Your subscription is quite the opposite, in the past three days since subscribing I have found EVERY email and search to be informative! Thank you for all of your advice and assistance! We have started our business and look forward to great success. A big part of this success will be from your knowledge!
I have been receiving your emails for quite some time now and I look forward to every single one. You explain everything with ease and offer sound advice.
Thank you Felicia, I am so glad you are fining the emails helpful. I wish you all the best with your business.
First and foremost-Roberta, you are amazing!
I began cleaning homes just as a side hustle, as I was already employed full time at a hotel as a housekeeper. It wasn’t too long before I realized: “Hey, I may be on to something here” because I was making more money in the side hustle than I was my full time job! I quit my job at the hotel last July and started my business. I’m always looking for new insight, resources, anything and everything “house cleaning” and I stumbled across your blog about a week ago and I’ll tell ya, I’ve learned so much from your blog that I’d never heard of or even thought to do! You think of everything and I can’t thank you enough for how much you’ve helped my business already! The “Welcome Kit” was a big eye opener for me. I couldn’t believe I’d never thought of something so helpful for me and for my clients. Thanks again, girl!
I’m excited about my new cleaning business