Fickle Clients Will Always Come and Go

Yes, fickle clients will always come and go.  How quickly they will go... 

About 3 weeks ago I signed on several new clients within just a couple of days.  It was overwhelming, to say the least, and I found myself pushed to the limit trying to accomodate them all.  Consultations, paperwork, follow up phone calls, schedule rearrangements - gaining new clients is hard work!  I was happy to have them, though, so I did everything I could to make them all happy.  But some of them just didn't care.

It's always frustrating to me when I meet The Client Who Doesn't Care.  Perhaps you've met someone like this.  You are courteous, thoughtful, polite, adaptable, etc.  But no matter what you do, they don't return your kindness, they never say thank you or please, and then, without warning, they decide they really only wanted that one cleaning.  Out of the blue they leave a voicemail saying they'd like to cancel today's cleaning (I won't even start on The Client Who Doesn't Care not giving appropriate notice) but promises to call next week to reschedule.  Next week when they haven't called back, I will call them (good, small business owner, good!).  They'll act all confused on the phone like they can't possibly understand why I would be calling, like they don't remember requesting I come over every Monday.  "Nooooo, I don't think I need any help today...  Maybeeee I'll give you a call next week..."  The Client Who Doesn't Care doesn't understand that I can get a normal client to fill their spot, and so they will play this game for a few weeks until they finally admit they can no longer afford the cleanings.  Why oh why didn't you tell me that 3 weeks ago when this all started?  Oh yes, because you just don't care.  So, what happened to those multiple new clients a few weeks ago?  Two turned out to be terrific.  Two turned out to be fickle and I have finally gotten them off my calendar.  More room for quality clients, I say!

Thankfully  (really, I am so thankful), I have several clients who are downright awesome.  They are Clients Who Get It.  These clients understand that just as they want to get a paycheck, I rely on their word for my paycheck.  Once we have a consultation and they become my client, I count on that work.  If I can't count on them, I will find a new client.  I love my Clients Who Get It.  They tell me they appreciate me, they thank me for my hard work, they realize I'm an intelligent human being, not some lowly servant.  Thank you, all my Clients Who Get It!

Why is There a Blender in Your Bathroom?

I see a lot of strange things in my line of work, but not as many gross things as you might imagine - just strange.  For instance, today I saw a blender sitting on a master bathroom counter.  Margaritas while taking a bubble bath?  Who knows.

Last week was overwhelming.  I'd almost over-booked myself and was physically at my limit.  Friday afternoon, when I was almost done with my week and really worn out, I got a terrible phone call from a client.  This client is an elderly woman who is on lots of medication and has lots of baggage.  She believes she is practically disabled and is quite bitter about it.  She was only my client for about 6 weeks, and I can't even remember how many pity parties I had to attend.  She cried often, out of self pity.  Anyway, on this particular day, I believe she was off her medication.  She called me and began accusing me of dishonest, terrible things.  I politely disagreed.  She began to get personal.  I told her our that our business relationship was over.  Even though the things she said to me weren't true and sounded manic, it really got to me.  For days I dwelled on her negative attitude and her cruel words.  I began to doubt myself, my work, my worth.  I am not quite over it yet, but I'm so grateful I don't have her as my client anymore.  She was a trouble maker who complicated my schedule and complained about my prices.  And now I realize she was a big phony.  So, it feels good to have cut the dead weight.  That hurtful conversation just made room for better clients who appreciate my hard work and recognize that I'm a human being who deserves respect.

I'm looking forward to the next few weeks with my new clients.  In the past month I've gained several new clients who I am still trying to get to know.  Once my schedule gets back into a new routine (new clients simply take up more time until they become regular clients) I will begin heavily advertising again.  By that time I hope to have an employee to help me with the surge of clients.  Here's to the power of a positive attitude!

Quick Change Artist

The other day I was so fully booked (2 early morning consultations, 2 cleanings, and one early evening consultation) that I wound up changing clothes at a client's house.  I had previously refused to have consultations right after work or in my work clothes at all - yoga pants, t-shirt, ponytail: not a pretty picture.  But this time I simply couldn't avoid it.

I'm ready to hire help now.  I am not looking for: drama, irresponsibility, tardiness, attitude.  We'll see how hard it is to find the ideal candidate.  If you know of someone who might be interested, here is what I AM looking for: help 1 or 2 days in the beginning (cleaning with me), freeing up some time for me to further market.  As my client base grows, my helper would work 3, 4, 5 days until the two of us are too busy to handle it.  I would then hire another helper and let the original person manage him/her.  So, I need someone who is 100% honest, trustworthy and reliable.  That shouldn't be too hard, right?  Right...?

New Year, New Clients

Although the Christmas season was a bit of a downer for Spotless, the new year has brought tons of new business.  I've worked hard to gain all of my new clients - three ads a week in two local papers, huge signs nailed to telephone poles all over town (4 towns, actually), fliers passed out in subdivisions.  I honestly think I'll be hiring my first helper by summer.

My mother is disappointed that I'm not using my degree, but I see this thing getting big, so I think one day she'll forgive me.  And it does take smarts to run a successful business, of course.  I'm using my background in marketing more than ever before and pretty soon I'll be earning more than I ever have in a traditional job.

The other day I booked four consultations in one hour.  I am now so busy that I can only book consultations in the evenings and on Saturdays.

If you've been thinking about having your house professionally cleaned but the price is holding you back, consider this: I don't have the phone ringing while I'm cleaning your house.  I don't have kids hanging onto me or delivery men ringing the doorbell.  I don't have other errands to deal with and I don't take breaks on the couch.  I can get the whole thing done in 2-4 hours.  Then you can come home and smell the furniture polish, notice the absence of dust bunnies, and eat off the floor if you want (but I wouldn't).  Doesn't that sound better?

Visit http://www.spotlessmontgomery.com/ or email me at spotlessmontgomery@gmail.com if you're interested in more information.

Hello, Goodbye

The Christmas season was a tumultuous one for Spotless.  While it was very busy in some respects (clients wanting their homes spic-and-span for Christmas parties) it also dragged on and on and ON because prospects were not looking for anyone to clean their homes.  I can relate.  In my personal life, chores like that automatically get shoved to January.  Who has the time to check non-Christmas items off the list?  December has been the only month that my constant craigslist ads haven't gotten me at least one client. 

I did gain a new client in a more old-fashioned way, however.  Several months ago I passed out fliers in a large subdivision near my home.  Out of the blue, one of those people called me.  He had kept my flier even though at the time he hadn't needed my services.  A few months later his wife became quite ill and although she's better now, he gave her housecleaning services as a Christmas gift.  Bam!  A weekly client!

Unfortunately I've also lost a good client and had one downgrade her frequency of cleanings.  I do have a few difficult clients, so I hate losing a really good client.  Who knows what the new year will bring, economically speaking.  I hope things will be looking up soon.

This week begins my new ad campaign.  I will have ads running in two city papers, three times a week.  I feel quite positive that those ads will bring me some new business.  In the meantime, I hope I don't lose anymore clients!