Cleaning Business Life
🎙 Cleaning Business Life
Welcome to Cleaning Business Life, the real-talk podcast for cleaning business owners, solo cleaners, and aspiring entrepreneurs who want to build profitable, sustainable cleaning companies.
Hosted by Shannon Miller & Jamie Runco, this show dives deep into cleaning industry trends, marketing strategies, client management, hiring and training, systems and automation, and the real stories behind running a cleaning business.
Whether you’re in residential cleaning, commercial janitorial, Airbnb turnovers, or move-out cleanings, you’ll find actionable advice, insider tips, and inspiring interviews from cleaning pros who’ve done the work.
Each week, we talk about what really happens behind the mop — from growing your client list, to raising prices, handling burnout, and creating freedom through your cleaning business.
If you’re ready to learn, grow, and take your cleaning business to the next level — hit play and join the Cleaning Business Life community today.
Want to get a hold of us? Please email us at cleaningbusinesslife@gmail.com
Cleaning Business Life
Episode #34 - Customer Service...Should you ever give a refund or a discount with your cleaning business?
The Key to Success: Exceptional Customer Service in the Cleaning Industry
Providing exceptional customer service in the house cleaning business can significantly set you apart from your competition. In today’s fast-paced world, where many customers prefer digital communication over phone calls, ensuring a seamless customer experience is more crucial than ever.
Why Customer Satisfaction Matters
Did you know it takes 40 five-star reviews to counteract just one negative review? This statistic underscores the importance of prioritizing customer satisfaction and maintaining a stellar online reputation. One dissatisfied client can leave a lasting impact, so delivering high-quality service and handling concerns promptly is essential.
Best Practices for One-Time Cleanings
For one-time cleanings, such as deep cleans, post-renovation cleanings, and move-out cleanings, it’s best to conduct a pre- and post-cleaning walkthrough with the client or your cleaning technicians. Having the customer sign off on their satisfaction before leaving the site helps prevent disputes and ensures clear expectations.
When it comes to handling complaints, refunds should be rare and used as a last resort. Instead, offer re-cleans or small discounts where necessary, but only if it aligns with your business policies and profitability.
The Industry Standard: 24-Hour Guarantee
Most reputable cleaning businesses provide a 24-hour satisfaction guarantee, allowing customers to report any missed areas or deficiencies. This policy helps build trust and credibility, ensuring your clients feel confident in your services.
For move-in and move-out cleanings, it’s best to schedule them as the first appointment of the day. These jobs often require extra attention to detail, so starting fresh in the morning ensures accuracy and efficiency.
Training and Employee Appreciation
Thanks for tuning in to Cleaning Business Life, the show where we pull back the curtain on what it really takes to start, grow, and scale a thriving cleaning business without burning out.
Every episode is packed with tips, stories, and strategies you can put to work right away—because you deserve a business that works for you, not the other way around.
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Until next time—keep showing up, keep sh...
I-can-not-emphasize-this-enough!
Most people are not interested in human and human contact and don’t want to deal with anyone unless its text message over their phone. If you provide any form of Customer Service, it will give you an edge of the rest of your competition!
Remember It takes 40 good 5 star reviews to negate 1 bad 1 star review! Each 5 star review is worth at least 70k to your to bottom line!
When doing a 1 x cleaning make it mandatory to have someone do a Walk Through with you if you are cleaning or with your cleaning tech’s. Have them sign that they are satisfied. This has covered my butt on more than one occasion.
Refunds are very few and far between don’t give then unless you absolutely have to.
Partial refunds are even rarer!
I am not a fan of giving out a discount, you decide what is best for your Cleaning Business
The Cleaning industry in general is NOW only a 24 hour guarantee-If they find something that is not to their satisfaction, they can call and we will go back and re-clean any deficiencies, with in reason.
All Move in and move out cleanings should be done as the first appointment of the day. Not in the afternoon. The reason for this is because, most of the time the client does not correctly state what the actual condition is inside the home currently.
( Look for the Episode that discusses the dirt code…)
Have at least an annual or bi annual training day for all your cleaning tech’s
100.00 give away for employee appreciation times
Or a gift cards
