The day before scheduled cleaning date, the office staff calls the client to remind them of their cleaning appointment and includes the name of the Crew Chief “responsible to make their cleaning experience delightful.” (Use these exact words.)
Then close the Reminder Call with the phrase, “We’ll call you the next day to make sure your carpets are beautiful and your cleaning experience was great!”
I like the idea of personalizing the “experience” by giving the customer the Crew Chief’s name ahead of time. My only caution would be what happens if you have to shift crews. Of course, most companies probably aren’t as chaotic as mine was.
I also like the concept of stressing the word “experience.” We all know that we view the cleaning experience as a stage play. Nothing wrong in setting up in the customer’s mind that this is going to be much more than just a “rug-sucking” to be endured.
Steve
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