As the owner of IVS Cleaning LTD, I’ve learned the hard way that rushing to book jobs without fully clarifying the scope of work is a recipe for misunderstandings and complaints. While securing a booking quickly might seem like a win, it often backfires when expectations aren’t aligned. Let me share a recent incident that underscores the importance of clear communication and proper job evaluation.
The Incident: A Two-Hour Job Gone Wrong
A client recently called us to book a two-hour “quick shop cleaning” following after-builders work. They assured us that no heavy scrubbing or paint removal would be required and that the job would only involve basic hoovering and dusting. To assist in estimating the time and cost, they sent us two photos from their camera. However, these images didn’t clearly show the actual condition of the property, leading us to rely on their verbal assurance.
Upon arriving at the job, our team discovered several issues:
Masking tape was stuck all over the floors, requiring extra effort to remove.
The site was in far worse condition than anticipated, with paint splatters and debris needing attention.
Despite these challenges, the client expected after-builders quality cleaning for the price and time frame of a standard domestic clean. This led to dissatisfaction when their unrealistic expectations weren’t met.
The Real Cost of Choosing the “Cheaper” Option
We later compared our pricing with quotes from other companies for similar after-builders cleaning jobs. The results revealed that our quote was significantly lower—competitors were quoting far higher prices for the same service. By choosing the cheapest option, the client also chose the lowest quality possible for the time allocated.
It’s a reminder that quality cleaning requires adequate time, effort, and cost. Attempting to cut corners to save money often results in subpar results and frustration for everyone involved.
Key Lessons and How to Prevent Similar Issues
This experience highlights the consequences of rushing into bookings without thoroughly understanding the client’s needs. Here’s how we can prevent such situations in the future:
1. Always Conduct a Detailed Pre-Booking Assessment
Request comprehensive photos or, better yet, arrange an in-person or virtual property walkthrough before quoting.
Ask detailed questions about the property’s condition and the tasks required. For example:
Is there paint, adhesive, or masking tape to be removed?
What level of cleaning is expected (e.g., after-builders vs. domestic)?
Confirm if any additional materials or equipment will be needed for specific tasks.
2. Define and Communicate Service Limits
Clearly explain the differences between services like domestic cleaning, deep cleaning, and after-builders cleaning.
Provide written descriptions of what is and isn’t included in each service, so clients know exactly what to expect.
Explain that certain tasks (e.g., scrubbing floors or removing masking tape) require additional time and cost.
3. Confirm the Scope of Work in Writing
Always document the agreed-upon tasks in an email or contract before starting. Include:
Specific areas to be cleaned.
Tasks to be performed.
Any exclusions (e.g., walls, windows, or heavy-duty cleaning).
Ensure the client acknowledges and agrees to these terms before proceeding.
4. Avoid Relying on Client-Provided Photos Alone
Photos from clients may not accurately reflect the true condition of the property. Poor lighting, angles, or intentional omissions can lead to an inaccurate estimate.
If in-person visits aren’t possible, request detailed videos or photos from multiple angles.
5. Educate Clients on the Value of Quality Services
Be transparent about the relationship between price and quality. Explain that lower prices often mean limited time and less thorough cleaning.
Help clients understand that investing in a proper service avoids disappointment and additional costs later.
6. Train Staff to Handle On-Site Challenges
Equip your team with the knowledge and authority to reassess the scope of work upon arrival if conditions differ from the initial agreement.
In such cases, communicate with the client immediately to adjust the price or extend the time required.
The Long-Term Benefits of Clarity
By prioritising clear communication, detailed assessments, and realistic expectations, we can:
*Prevent complaints and misunderstandings.
*Build trust and loyalty with our clients.
*Protect our reputation as a professional and reliable cleaning company.
*Ensure our team delivers quality work without undue stress or time pressure.
At IVS Cleaning LTD, we’re committed to learning from every experience. This recent incident has reinforced the importance of taking the time to clarify details before booking any job. We owe it to both our clients and our team to ensure every service is properly scoped, priced, and executed.
Conclusion
Rushing into bookings without understanding the full scope of work does more harm than good. Let’s prioritise communication, transparency, and professionalism to ensure every job meets both client expectations and our standards of quality. Remember: A well-informed booking process benefits everyone involved. Ivelina Minkova Owner of IVS Cleaning LTD
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