“How do I reschedule my cleaning clients?”
You don’t need the perfect letter to cancel your house cleaning. Emergency cancellations happen when you’re a housekeeper. Just be human when calling your cleaning client.
Maids without cancellation policies can communicate better with clients over the phone.
Rescheduling a cleaning appointment should be fast and easy. Don’t send a text. Talking is still the best way for house cleaners to reconnect with the homeowner.
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Hey there, I’m Angela Brown, and this is Ask a House Cleaner. This is a show where you get to ask a house cleaning question, and I get to help you find an answer. You can find this and 400 other answered questions in this series on our YouTube channel.
How to Reschedule Cleaning Clients
“How do I write a letter to reschedule or cancel my cleaning clients?” That is an interesting question but are you rescheduling on them or they are rescheduling on you? You could send a quick text and say, “Oh no, Brenda. Something has come up with an emergency and I’m not going to be able to make it tomorrow. Is there any chance I can reschedule for blank?”
Then, you give them a blank day. They will come back with a yes, that will work or no, it will not work. Now, if they are rescheduling on you and you’re unsure, you wouldn’t write them another letter to say, “Yes, it’s okay,” or, “No, it’s not.” This seems like a very simple transaction.
Try to keep it simple. When someone has to reschedule something, it’s usually because an emergency came up.
Ask Them a Simple Question for a Simple Answer
What you’re going to say is yes or no, you either can do it or you can’t. It’s a very simple answer. If you’re asking them, it’s a very simple question, can I reschedule?
You don’t have to go into any lengthy details and explain why or whatever because if you are canceling on a customer, you probably have an emergency too. You need to think about what your cancellation policies are.
There are a lot of house cleaners that have a cancellation policy with a fee attached so if a client cancels within 24 hours, then you charge them a fee. You may also give back the fee or you don’t waive the fee or whatever it is if you cancel on them. That has to be discussed in the walkthrough, so that everyone knows what the agreements are for your business.
It’s Better to Reschedule Over the Phone
There are many house cleaners that want to craft the “perfect letter” for their customers. And a lot of times in the cleaning business when you’re talking to another human, this would be your customer, this is the person that pays your bills.
It would benefit you to grab the phone, make a real phone call with voices and say, “Hey, Brenda. Something’s come up. I wanted to make sure that it’s okay with you,” and have a conversation on the phone.
Reconnect With Your Customer When You Reschedule
When you have a conversation on the phone, what you’re doing is you’re reconnecting with your customer like when you were on the walk-through.
It’s that moment where they said, “I like this person. This person has a lot of charm and charisma and I’m confident that they’re going to do a great job for me. I like this person. I want to hire them.” If everything that you ever hear from them from then on is little texts and emojis, there’s a lot that gets missed in the texts.
If you call them every once in a while and say, “Hey, listen, something happened,” and you have those conversations on the phone, you can hear their voice. You can hear the inflections of their voice. You can actually make a reconnection with them and then everything’s okay again. You’re both playing on the same page.
You Need an Understanding with Your Customer
You get and send texts all day, every day. Maybe you sent a text to your friends saying, “Well, my client said this. What do you think they meant?” You may even post these in Facebook groups, and then you hope that your friends will interpret what the client said.
Guess what? Your friends are not the ones writing your paycheck. It doesn’t matter what they think it means. What matters is that you and your client have an understanding between you.
That’s what matters. It doesn’t matter what they think. Your friend’s opinion means nothing if it was not what your client meant.
Get on the Phone and Reschedule
Get on the telephone. Call them up, say, “Listen, I work for you. You’re about to pay me for something. I’m unclear about this message that you sent me. I just wanted to make sure that we’re both on the same page. Tell me what’s going on,” and then have the conversation.
It’s super simple. There are times instead of coming up with the perfect thing to say, be human. Make the phone call and go, “Hey, what’s up? I’m confused here. You sent me a text and I want to honor it. I have no idea what this means. Talk to me.”
By keeping it simple. Then, they’ll go, “Okay, this is what it means.” Yay. All right, great. Then, you can reschedule or not reschedule or whatever it is the two of you agree on.Resources
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