Exceptional customer service in the janitorial and cleaning industry starts with a personal touch, making clients feel valued and respected. The SEC principle (Smile, Eye Contact, Comment) is a simple yet powerful way to show engagement and care. A warm smile, even over the phone, conveys friendliness and professionalism, reassuring clients that they are in good hands. Making eye contact during in-person interactions builds trust and shows attentiveness, whether discussing a service plan or addressing a concern. Adding thoughtful comments, such as acknowledging a client’s specific needs or complimenting their facility, reinforces that you are fully present and invested in their satisfaction.

Great customer service in the janitorial and cleaning industry means understanding and empathizing with clients’ needs, ensuring they feel heard, valued, and stress-free. Business owners and facility managers have enough on their plates without worrying about cleanliness, so they want a janitorial service that not only gets the job done but also makes their lives easier.

Providing outstanding customer service in the janitorial and cleaning industry starts with empathy. Understanding how clients feel and what they need to keep their businesses running smoothly. Facility managers and business owners often feel overwhelmed with responsibilities, and a clean, well-maintained space is one less thing they should have to worry about.

Clear communication is essential in the janitorial and cleaning industry to ensure that any issues or misunderstandings with clients are resolved quickly and professionally. If a client expresses dissatisfaction with a service, it’s important to listen carefully, acknowledge their concerns, and ask clarifying questions to fully understand the situation.

A great way to maintain ongoing engagement with clients is by implementing a DRIP email campaign, which is a series of scheduled emails sent weekly, monthly, or quarterly to keep your business fresh in their minds. These emails can include cleaning tips, seasonal service reminders, special promotions, or updates on new services. Ultimately, a customer-first mindset helps your business thrive and grow through loyal clients and strong word-of-mouth referrals.