Onboarding Experience

• Send a warm welcome email after the first cleaning appointment is booked.
• Include a Spotless Comfort Cleaning Guide PDF with tips on how to prep their space for cleaning.
• Provide clear next steps, including the cleaner's arrival time and payment process.

Communication Cadence

• Send 24-hour reminder texts or emails before each cleaning appointment.
• Follow-up call or email after each cleaning to ensure satisfaction and handle concerns.
• Monthly cleanliness tips email to help clients maintain their space between cleanings.

Client Education

• Provide a FAQs page on the website to handle common queries about the cleaning process.
• Develop short videos demonstrating various cleaning routines and post them on the website and social media.

Personalized Touches

• Send a handwritten thank you note after each completed cleaning session.
• Remember client birthdays with a small card.
• Celebrate one-year of service with a small discount or added service to a regular clean.
• Send a thank-you email after five sessions with a $5 discount on the next booking.

Visuals and Documentation

• Share before-and-after photos of cleaned spaces (with client permission) on social media for transparency and impact.
• Provide clients with a Cleaning Completion Report after each session to ensure thorough accountability.

Feedback and Proactive Support

• Implement a post-cleaning survey to gather feedback.
• Provide a 'Need Immediate Assistance?' feature on the website and WhatsApp for urgent customer support needs.
• Regularly review customer feedback for any improvements in service.

Guarantee or Promise

• Assure commitment to a 'Satisfied or Re-cleaned' policy for every cleaning task.
• Always maintain high service reliability—'We show up on time, every time.'

Operational Excellence

• Uphold strict punctuality standards for cleaner arrival times.
• Guarantee flexibility with scheduling, offering same-day or next-day options based on availability.
• Maintain professional and consistent communication between the cleaner and the client.
• Train staff to leave spaces tidy and organized post-clean for an added touch.

Renewals & Contracts

• Provide discounts on longer-term contracts, such as quarterly and annual cleaning plans
• Implement automatic renewal for maintenance plans

Upsells & Cross-Sells

• Offer add-on services such as carpet cleaning or window washing
• Promote occasional deep clean or end of tenancy cleaning services to regular customers

Bundling & Packaging

• Create bundled offers, such as a deep-cleaning package that includes specialty services
• Offer all-in-one packages that cater to property managers, including regular cleaning and maintenance services

Loyalty & Retention Programs

• Implement a referral program: existing customers get a free cleaning session for every new client they refer
• Set up a loyalty program with points earned for every job booked. Points could be redeemed for free or discounted cleanings

Custom Services and Personalization

• Offer customized cleaning plans with flexible scheduling to fit the customer's specific needs
• Provide tailored solutions or packages for property managers, landlords and businesses

Pricing Strategy

• Provide a discount to customers who book regular weekly or bi-weekly cleaning services
• Offer a satisfaction guarantee or a re-clean at no additional charge if quality standards are not met

Customer Data and Insights

• Introduce a basic CRM system to track customer interaction, identify common issues, and find opportunities for improvement or upselling
• Use customer feedback to continuously improve service quality and customer satisfaction

Referral Incentives

• Referrer receives a 20% discount on next cleaning service for every successful referral.
• Referred customer receives a 15% discount on their first cleaning service.

Shareable Assets

• Create a referral code customers can share via social media or email.
• Design referral cards customers can give out to friends, neighbors, and local businesses.

Timing and Triggers

• Ask for referrals following successful cleans and customer satisfaction follow-ups.
• Implement an automatic follow-up email asking for referrals after completion of each cleaning service.

Client Success Stories

• Collect and share testimonials on website and social media, featuring successful cleaning transformations.
• Run a monthly spotlight featuring a 'clean home of the month', asking customers to share their story with friends.

Thank-You Experience

• Send a personalized thank-you email to customers who refer, along with their discount.
• For top referrers (e.g., referring 5+ customers), send a small gift such as a high-end cleaning product.