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!
Thursday, April 22, 2010
Wednesday, March 24, 2010
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!
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!
Thursday, March 18, 2010
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...?
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...?
Saturday, March 13, 2010
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.
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.
Monday, January 11, 2010
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!
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!
Wednesday, December 23, 2009
Some Tips for a Happy Housecleaning Experience
Most people who call me to find out about rates, my schedule, or a consultation have never hired someone to clean their house. They've always struggled to do it themselves, either making time when there wasn't any or leaving simple chores for weeks, even months, on end. Living in a dirty or messy house only adds to your stress, though. If I could have one wish for my business, it's to get prospects to understand that, truly, all I want is for their lives to be simpler and more enjoyable. Yes, it will cost you. But not much, and anyway, what luxury that makes your life simpler and more enjoyable doesn't cost? (How much was that iPhone again?) The bottom line is that I want you to feel comfortable enough with me to follow these tips. You won't regret it.
1. Trust me enough to either leave a key or have a spare made for me to keep. I promise, I'm not a dishonest person. I won't steal from you or give your key to a burglar. But, if you do not leave a key, that means you have to schedule the cleaning for a time that is convenient for both of us, not just me. This severely limits your options and you might have to wait longer than you wanted to get a clean house. First, you have to remember the appointment, then you'll have to stay there while I clean which is awkward for both of us. You're in my way; I'm making noise; I can't listen to my iPod; you can't chat on the phone... see how this doesn't make your life simpler? This brings me to number 2.
2. Don't even think about me. Don't put my appointment on the calendar, don't stress about it while you're at work, don't worry about making up the bed before I come over. I am here to clean your house, not judge you. If you are worried about my visit in any way (Did I leave cleaning supplies out? Did I forget to turn off the alarm?) then you aren't getting the full benefit of paying someone else to do the dirty work!
3. Be completely upfront during your consultation. If you only wish you could afford to have someone clean house for you and in two weeks you're going to regret this, I'm going to regret it too. Let me know if you only want a one-time cleaning. It won't hurt my feelings. However, making me believe you want to begin a commitment and then calling on the day of your next appointment to cancel - permanently - will leave me upset and with a hole in my schedule. Let me know exactly what you need and why you're hiring help. Is it because you and your spouse both work and you want to spend Saturdays with your kids instead of mopping the floors? Is it because you have a bad back and simply cannot do the chores anymore? Is it because you just hate to clean house and don't want to think about it? Whatever your needs, fill me in - I'm on your side! Most importantly, let me know if your biggest concern is quality or cost. Don't say you're fine with the cost if you know your husband will resent you, you'll feel guilty, and you'll eventually have to cancel. This is my livelihood, so I need to know I can count on you just like you want to know you can count on me. I have clients who tell me that no matter where I am on my checklist, don't work more than 3 hours. I have other clients who would be appalled if I didn't leave the house spotless, no matter how long it took me. So let me know what matters to you and I'll make it work.
4. Don't let someone else determine what you deserve. We all do things to treat ourselves. For some of us, it's a weekly manicure or a daily Starbucks run. Maybe it's Bunko or book club. Whatever you value as a sanity saver, don't let someone talk you out of it. They have different needs. If house work simply stresses you out, don't feel guilty for hiring help. It doesn't make you less of a domestic diva - it just frees up your time for other responsibilities. Case in point, if you and your spouse are in agreement that it's worth it to take cleaning house off your plate, don't let your mother-in-law's visit and subsequent nagging change your mind.
I hope these tips help. I wish I could mail them to all prospective clients. It would make everyone's experience so much better!
If you have any questions or are interested in discussing your needs, just e-mail me at spotlessmontgomery@gmail.com or visit http://www.spotlessmontgomery.com/ for more information.
1. Trust me enough to either leave a key or have a spare made for me to keep. I promise, I'm not a dishonest person. I won't steal from you or give your key to a burglar. But, if you do not leave a key, that means you have to schedule the cleaning for a time that is convenient for both of us, not just me. This severely limits your options and you might have to wait longer than you wanted to get a clean house. First, you have to remember the appointment, then you'll have to stay there while I clean which is awkward for both of us. You're in my way; I'm making noise; I can't listen to my iPod; you can't chat on the phone... see how this doesn't make your life simpler? This brings me to number 2.
2. Don't even think about me. Don't put my appointment on the calendar, don't stress about it while you're at work, don't worry about making up the bed before I come over. I am here to clean your house, not judge you. If you are worried about my visit in any way (Did I leave cleaning supplies out? Did I forget to turn off the alarm?) then you aren't getting the full benefit of paying someone else to do the dirty work!
3. Be completely upfront during your consultation. If you only wish you could afford to have someone clean house for you and in two weeks you're going to regret this, I'm going to regret it too. Let me know if you only want a one-time cleaning. It won't hurt my feelings. However, making me believe you want to begin a commitment and then calling on the day of your next appointment to cancel - permanently - will leave me upset and with a hole in my schedule. Let me know exactly what you need and why you're hiring help. Is it because you and your spouse both work and you want to spend Saturdays with your kids instead of mopping the floors? Is it because you have a bad back and simply cannot do the chores anymore? Is it because you just hate to clean house and don't want to think about it? Whatever your needs, fill me in - I'm on your side! Most importantly, let me know if your biggest concern is quality or cost. Don't say you're fine with the cost if you know your husband will resent you, you'll feel guilty, and you'll eventually have to cancel. This is my livelihood, so I need to know I can count on you just like you want to know you can count on me. I have clients who tell me that no matter where I am on my checklist, don't work more than 3 hours. I have other clients who would be appalled if I didn't leave the house spotless, no matter how long it took me. So let me know what matters to you and I'll make it work.
4. Don't let someone else determine what you deserve. We all do things to treat ourselves. For some of us, it's a weekly manicure or a daily Starbucks run. Maybe it's Bunko or book club. Whatever you value as a sanity saver, don't let someone talk you out of it. They have different needs. If house work simply stresses you out, don't feel guilty for hiring help. It doesn't make you less of a domestic diva - it just frees up your time for other responsibilities. Case in point, if you and your spouse are in agreement that it's worth it to take cleaning house off your plate, don't let your mother-in-law's visit and subsequent nagging change your mind.
I hope these tips help. I wish I could mail them to all prospective clients. It would make everyone's experience so much better!
If you have any questions or are interested in discussing your needs, just e-mail me at spotlessmontgomery@gmail.com or visit http://www.spotlessmontgomery.com/ for more information.
Thursday, December 10, 2009
The Launch of Spotless
I've done Corporate America. It kinda feels like Corporate America did me too. I began with the publishing field, then, after going into marketing, tried out banking as well. There were great things about each job. I loved the professional places I worked. I loved the great friends I made. I loved the steady income, although it was never quite as high as I wished it would be. But, considering I graduated college in the beginning of the worst economic season of my lifetime, I was destined to leave all of these jobs. One because of a move due to my husband's career, and two others were lay-offs.
After a few weeks of pity partying, I decided I really didn't want to go back to a traditional job. I wanted the freedom to make my own hours, take off for the vacations I wanted (no more crossing my fingers and praying I could be with family on Christmas Eve), and be in control of my salary. So I jumped. I started my own business in September of 2009. Behold, Spotless. http://spotlessmontgomery.com
This blog will chronicle my adventures through cleaning houses: my struggles, my accomplishments, and eventually, my hiring a team to do the dirty work for me!
After a few weeks of pity partying, I decided I really didn't want to go back to a traditional job. I wanted the freedom to make my own hours, take off for the vacations I wanted (no more crossing my fingers and praying I could be with family on Christmas Eve), and be in control of my salary. So I jumped. I started my own business in September of 2009. Behold, Spotless. http://spotlessmontgomery.com
This blog will chronicle my adventures through cleaning houses: my struggles, my accomplishments, and eventually, my hiring a team to do the dirty work for me!
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