Episode #48 - Dealing with Difficult Clients

How to Handle Difficult Clients in Your Cleaning Business Like a Pro

Running a successful cleaning business comes with its fair share of challenges, and one of the biggest hurdles is dealing with difficult clients. Whether they’re demanding, expect discounts, request extra services for free, or are outright rude, knowing how to handle these situations professionally can protect your reputation and keep your business running smoothly.

In this guide, we’ll cover effective strategies to manage tough client interactions, set clear boundaries, and maintain professionalism—all while ensuring your cleaning business remains profitable and stress-free.

Understanding Difficult Clients in the Cleaning Industry

Difficult clients come in many forms, and if you’ve been in the house cleaning business long enough, you’ve likely encountered a few. Here are some common types of challenging clients and how to handle them:

1. The Discount Seeker

These clients constantly ask for lower prices, compare you to competitors, or try to negotiate rates. While offering occasional promotions is fine, constantly discounting your services can hurt your bottom line.

✅ How to Handle It:

• Clearly communicate your pricing and why your services are worth it.
• Offer service packages instead of discounts to maintain value.
• Politely but firmly state that you don’t negotiate prices.

2. The “Extras” Expectation

Some clients assume that small additional tasks should be included for free, like washing dishes, organizing, or laundry.

✅ How to Handle It:

• Set clear service boundaries in your cleaning contract.
• If a client requests extra services, offer an add-on price list.
• Reinforce expectations before each cleaning appointment.

3. The Rude or Disrespectful Client

No one likes dealing with rudeness, but unfortunately, some clients can be dismissive, condescending, or outright hostile.

✅ How to Handle It:

• Stay calm and professional—don’t let emotions dictate your response.
• Politely remind them of your policies and expectations for mutual respect.
• If the client continues to be rude, consider terminating the relationship.

4. The Last-Minute Canceler

Cancellations can disrupt your schedule and cost your business money. Some clients make a habit of canceling at the last minute or expecting reschedules without notice.

✅ How to Handle It:

• Have a clear cancellation policy with fees for last-minute changes.
• Require deposits for new clients to prevent repeated cancellations.
• Stand firm on your policies and enforce them consistently.

5. The Constant Complainer

Some clients will never be satisfied, no matter how well you clean. They nitpick everything, making your job feel impossible.

✅ How to Handle It:

• Ask for specific feedback and address legitimate concerns.
• Set clear quality expectations before each cleaning job.
• If the client is consistently unhappy, it may be best to part ways.

Maintaining Professionalism While Setting Boundaries

Transcript

We have all had at least one!

The “I always get a discount from everyone, or I get something for FREE Client!” 

 They are super nice over the phone, agree to all your terms but really have no intention of paying for services rendered. And if they do pay you, it’s always at a discount. 

 (They never say…Hey by the way I have not called back the last 5 cleaning businesses because I have done it to almost everyone in your area. So, I am going to get your services, but I am not going to pay you or I am going to give you the white glove treatment to prove to you that I am entitled for a discount. BECAUSE I always get a discount…

The Something Extra Client!

·        These are usually elderly. 

·        They are always wanting to get something extra with their cleaning. 

·        ALWAYS, laundry, trash cans, lightbulbs, etc…

So, how much is my Bill going to be? When you are not even done with the cleaning yet, type of client!

These are usually TRADESMEN.  ALWAYS!!

Their homes have not been maintained, so it is more than likely they are going to take some time to get them caught up. 

 So, an hour or sometimes two hours before you are done they will walk up to you and ask you or your crew, how much? 

 They always want to pay in cash or check. 

 So, you will quickly try and estimate what the total amount will be. 

 He gives you the amount requested, then you spend the rest of your time running around like a chicken with is head cut off just trying to finish on time.

Customers are always right…….. Ehhhh This doesn’t fly by me.

 We have some into a time where the customer is always right and now, they feel entitled. This drives me nuts! The bad behavior that comes with it. I refuse to reward behavior like that. I see it happen all the time in stores when customers are rude and nasty to the employee. They usually get what they want because they through a tan.

The Naked Client…

 The client who curses at you and calls you names.

 The client who never picks up before the crew arrives…

 The Client who wants to school you on how to clean:

 Now on the other side of this, sometimes you need to institute the “fuckup fund”.

 
Mistakes are going to happen. 

Most of the time, people just want to be heard. 

Let them finish what they had to say.

Tell them you will immediately address it.

Offer to have cleaning tech go back and fix it.

Give partial refund-last resort.

 To read blog post about this topic click here:
https://kleanfreaksuniversity.com/blog/