I can't tell you how many times cleaning business owners tell us about a situation they had with a customer where they had to think up a solution under pressure. In other words, they didn't know how to handle the situation or what to say, so they simply said whatever came to mind to solve the problem quickly.
What happens next is that the cleaning business owner says to himself, "I need to create a policy about that!" Here is an example -- a customer that continually asks for more services. To the customer it's just a small request that will only take a few minutes. But as these requests keep adding up, you can feel the profit draining from this account. If you're not prepared for this question, you might agree to do the extra service, but kick yourself for not being prepared with a better solution.
In this example, think about how you should respond to these repeated requests so you are prepared the next time this comes up. For example, you might say, "Yes, I'd be happy to do that for you. Just let me figure out how much time it will take and I'll come up with your new price." Then go get your calculator! (Even if you don't need the calculator, it gets the point across). If the customer was just trying to get free work out of you they'll probably say "never mind". But if it's a service they really want, they'll pay the extra amount.
In this situation, make it clear that this is a service that was not factored into your original price, but you'd be happy to accomodate them from now on at this new rate. This will usually put an end to the repeated requests for additional "free" service.
What other examples can you think of that have you coming up with solutions under pressure? Click on the Comments link below to post your thoughts.
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