I own a house cleaning business and finally recognized a pattern in my unsatisfied clients. This is only about 3% of clients so it isn't a super common issue but when it happens it's stressful, annoying, barely profitable, and probably preventable.Typical conversation with a prospective client goes something along the lines of what kind of cleaning are you looking for (deep clean, recurring, etc.) tell me about your home and cleaning needs, here is your price and this is what is included. We have availability next Monday at 8am does that work for you? Ok great see you then. Any other questions I can help you with?" Obviously it's a lot more friendly and personable but that's the quick summary.I can sometimes identify high maintenance people and then price myself out of the job but others get by without me realizing they're difficult until it's too late. The people who are unsatisfied with their cleans I learn have HORRIBLE communication but I won't go into detail about that. After I give the price and we have the appointment confirmed and right before we hang up the person cuts in and asks 50 questions about what's covered. I send a reminder of the clean 1 day before the service and that is usually when the crazies reveal themselves asking (usually in text) detailing every spot in the house asking if it will be cleaned so I end up receiving a longer text than any sane human would send. From what I can tell their communication style is their only common denominator; not age, sex, socio-economic status, or community type.TLDR: So it is now within 24 hours of the service and I'm 90% sure they won't be happy with the clean no matter how much I set expectations. This usually ends up with us performing the clean to the same high standard we are accustomed to and then the client reaches out the same day or following day to complain, I offer to reclean the spots that weren't cleaned well enough for them and if they refuse I offer a generous refund and hope they lose my number.Is there any professional way to cancel (not reschedule) on these clients within 24 hours of the appointment? see hubwealthy.com/wealthy
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