Be Kind - - Be a Team Player - - Own It
Client Communication
When you are in a client’s home, remember that you are representing BA House Cleaning. Some clients may be home while you are cleaning and others may have cameras or may be able to hear conversations.
Always remain professional, respectful, neutral and friendly.
👂Be Mindful of What You Say
Whether the client is home or not, never speak negatively or positively about their home, belongings or lifestyle.
🚫 Do NOT:
- Complain about how messy or dirty the home is.
- Comment negatively about decorating choices.
- Talk about how much or how little someone owns.
- Point out expensive furniture, cars, jewelry, electronics or other belongings.
- Make comments that could make the client feel judged or uncomfortable.
These things are none of our business.
😊 What CAN You Do?
Remain neutral and supportive. It’s okay to give a simple, genuine compliment when appropriate.
For example:
- “Your new sofa looks great!”
- “Your dog is so cute!”
- “I love the way you decorated this room.”
Keep comments positive, respectful, and professional.
👋 When the Client Is Home
Some clients will be home while you are cleaning. Knowing how to interact with them professionally is very important.
Always:
1. Greet the client.
When you arrive, say hello and introduce yourself.
2. Use their last name formally.
Say “Mrs. Smith” or “Mr. Smith.”
If you are unsure how to pronounce their last name, you can simply say “Mr. S” or “Mrs. S.”
3. Ask what they would like you to focus on.
A great question to ask is:
“Is there anything you would like me to focus on today?”
This gives the client an opportunity to communicate any priorities before you begin.
💬 Communicating With Clients
Always be friendly but remember that you don’t need to have a long conversation while working.
If the client wants to talk, be polite and professional while continuing to work.
If you are having difficulty understanding the client—or they are having difficulty understanding you—contact the office.
Do not guess or put yourself in a situation where the client may misunderstand what you are telling them.
The office can step in to explain details about the client’s service or help diffuse a situation when needed.
When in doubt, contact the office.
🚪 Never Leave Without Saying Goodbye
Never leave a client’s home without letting them know.
It can be uncomfortable for a client to think you are still inside when you have already left.
Before leaving:
👋 Say goodbye to the client.
If they are on the phone, in a meeting or unavailable:
📝 Leave a note letting them know you have finished and left.
🏡 Final Walk-Through
If the client is home, ask:
“Would you like to walk through the house with me before I leave?”
This gives the client an opportunity to point out anything they would like addressed.
If they mention an area of concern, address it immediately whenever possible.
And always do it with a great big smile! 😊
💙 Remember
Clients are trusting us inside their homes.
Whether they are home, away, or have cameras, always act as if the client is listening and watching.
Be respectful. Be professional. Be honest. Be friendly.
Every interaction is an opportunity to show the client the WOW, Respect, Integrity, Accountability, Reliability, and Professionalism that BA House Cleaning stands for.