Client Manager Training
Week 1 - Part 2
The Meet and Greet
Before - During -After
Step 1: Do Your Homework!
Use the info provided in your Meet and Greet Schedule (name, address, and any additional details) to learn more about what you’re walking into.
Size of home, condition of the home, type of neighborhood, information on the client if they are easily found on social media, such as the age of your client, do they have kids, pet, hobbies, photos of the condition of their home. Any info you can prepare yourself with can be helpful when trying to connect with your client on a more personal level.
Background research may also come in handy when game planning a quote. Having a rough quote in mind, based on preliminary details, can be very helpful when it becomes time to talk numbers with the client.
Have a housekeeper/s in mind for your client and a few rough dates in mind before you arrive (when we are not operating on a waitlist). Also, have a preliminary plan in place as to what a repeat schedule may look like in the future.
"I have Katie available to start with you in two week on, Wednesday the 17th, and she can start on a repeat basis, bi-weekly on Wednesdays following that first cleaning."
Step 2: Be Impressive
Wear business casual clothing / Dress Tastefully
In the ever-changing landscape of fashion in the workplace, business casual can range from a mixture of blazers and work-appropriate tops to heels and button-downs.
Business casual is typically defined as no jeans, no shorts, no short dresses or skirts for women, optional ties for men, and a rotation of button-downs or blouses. Business casual dressing is more a list of “don’ts” as opposed to “do’s,” although they are meant to be guidelines for a professional appearance.
DO: Choose clothes that fit you and make you look professional, such as tailored pants, blazers or jackets and dresses.
DON’T: Wear baggy, old, or logo-ridden shirts or pants. Keep your ensemble looking fresh and clean.
DO: Buy a few pairs of neutral pants that will work with different shirts. This will save you money and keep your outfits looking office-appropriate.
DON’T: Wear jeans, sneakers, distracting jewelry, or sandals. These, for the most part, belong in your off-duty repertoire.
Be Confident In Yourself!
When you look the part, you’ll carry yourself with more confidence. Dressing well communicates to others that you are knowledgeable, powerful, and competent. When choosing clothing, remember to dress for the occasion and your client’s emotional comfort.
Having personal confidence means knowing your worth and trusting that others will recognize the value of your service too. Without confidence, a Client Manager may want to reach everyone and anyone – keeping fees and prices low, as they are afraid to ask for more money. They may wait until everything is perfect before raising prices.
But, having confidence means understanding the value you offer, effectively communicating and presenting yourself, which then results in getting noticed for all the right reasons and increasing your income! The clients of confident people do not question or undermine what the services or products are worth but pay what the Client Manager decides they are worth – because the client will see it as good value for the money.
And Wear Matching Socks...
… Because clients will often ask you to take off your shoes…. and getting caught with holey, mismatched socks is rather embarrassing.
We know from experience. LOL
1. Be On Time!
2. Leave your home with plenty of time to allow for traffic delays
3. Check for bad weather conditions or traffic delays if it’s a season with regular bad weather conditions or you live in the city and can run into rush hour delays
4. Contact the client if in case of emergency
Step 3: The Meet and Greet
1. Have a strong, warm and welcoming Intro!
2. Shake Hands ( A firm handshake is important )
3. Take off shoes ( This is where the matching socks come in)
4. Compliment their Beautiful Home!!!! Always compliment their home!
5. Explain that you are their Client Concierge
"I’m going to be your Client Concierge (or client manager). I will be your point of contact as long as you’re working with Clean Day. I will take care of all of your scheduling needs and the details you want to address each cleaning. I don’t personally clean but I oversee my housekeeping team. So let's get started! Can you take me on a tour of your home, show me the areas of most concern, the problem spots, or just the areas you absolutely hate cleaning yourself!”
Questions to Ask and Answer
1. What are the areas of most concern?
2. What are the areas that receive the most foot traffic?
3. Have you used other housekeeping companies before and if so, what did you
like and dislike about them?
4. Once the deep cleaning is done, what extras would you like to see done over
5. Would you like us to change and wash your sheets each visit?
6. Are there rooms you would like us to avoid?
7. If the home has high-end art and decor are their pieces they would like us to
8. Who will provide the cleaners?
a. “For a “Small Fee” we can supply all the cleaners and equipment you will
need.” $10 a visit.
b. We are also willing to just bring the vacuum and you can supply the cleaners
c. We will use green cleaning supplies or Norwex if the client provides
d. They can supply all the cleaners but we have a list that we would like them to
have available for us. The list is attached to our Welcome Page that you will send them after the meet and greet.
9. Entry and Parking Info
a. Where would you like the housekeepers to park?
c. Are there street sweeping days that we need to be aware of?
d. Will the client provide us a key, key code, garage entry, or hidden key?
If they provide a key we need it to stay onsite located in a lockbox. We can not be responsible for keys but a lockbox works great in these situations and only cost around $20.
10. Payment Information
a. We process all payments in a secure online payment system.
b. All clients will receive an invoice via email that they can easily pay online.
They follow the link on their invoice, create an account and add their payment
method of choice. We prefer all clients approve auto pay for easy automatic
c. If the client is not at all tech-savvy, we can accept checks by mail, although
this is not preferred. If they opt to pay by check an invoice will be mailed to them.
d. The client DOES NOT PAY THE HOUSEKEEPER, although tips are
What you need to look for during your tour in order to make
an accurate and educated quote:
1. Size / Sq Ft of home
2. Size of rooms and amount of furniture (more furniture =
4. Pet Hair
5. Dirt/ Dust/ Debris Build Up
Along baseboards and walls / Under and around furniture /
Tile / Grout/ Around the base of the toilet/ Color of porcelain
tubs and sinks/ Color of the toilet bowl/ Window Sills/ Ceiling fans/ Vents and radiators / Doorknobs/ Light Switches/ Door
Frames / Marks on Walls/ Build up of debris on stairs/
Banisters and woodwork/ On top flat surfaces/ Grease and
food build up on stovetop/ Build up on appliances/ Marks on
cupboards and cabinets/ Dirt level on floors
Meet & Greets Checklist
Printable or make a copy inside the Google Drive
....Make Sure to Ask All The Right Questions
Print Out And Take On-Site
OR Make a Copy Inside The Google Drive On Your Phone and Fill Out On-site
Step 4: Client Forms
You have gathered a good bit of information but we need a little bit more, such as customer privacy and harassment policy, emergency contact info, and payment authorization.
This can be found in 2 seperate places. One for in-person M&Gs and the other is for virtual M&Gs.
In-person Meet & Greet Forms
Before you leave the clients home you will need them to sign off on several important forms. These forms can be found in the Connecteam app.
Virtual Meet & Greet Forms
When conduction a virtual M&G you do not have the opportunity to work with the client through the client forms inside the Connecteams app but you have the Clean Day Welcome form in its place.
Step 5: Quoting
1. Use the quote estimator in the Google Drive Client Manager Folder
2. Use the data you have gathered
a. Size of home
b. The cleanliness level of home
c. Tasks the client wants completed
d. Take into consideration sheet or laundry wash times
3. Quote high for the first time deep cleans
4. Quote based on the clients’ financial needs according to your observations. Try to
fit quotes within their budget but DO NOT underbid. NEVER quote under $45
an hour and quote higher if the home is in bad shape. It’s hard to say how
long the job may take.
Not all jobs fit into the same outline. Most clients would like a full home or partial home cleaning on a weekly/bi-weekly/monthly schedule but some clients want a more custom service. Maybe they just want laundry done for a few hours a week,
or maybe they want help organizing or just cleaning certain rooms. Because we
charge by the hour this is all possible for the client. Discuss, based on the hourly rate you have set for them, how many hours of custom cleaning services they
would like to schedule and how frequently. Make sure all of this unique and
customized information is relayed in the Jobber for the Housekeeper assigned.
In these cases, it is important to call the assigned Housekeeper and explain the
situation in more detail.
More On Quoting Coming Next Week
Step 6: Scheduling
Scheduling is BY FAR the most important part of the Meet and Greet! The Client
Managers’ pay structure is based on commissions of their scheduled jobs. Making
sure to have the first initial Deep Clean and an outline for repeat cleanings is
crucial. Not only will the client be happy to know the scheduling is handled but you
will be able to rest assured knowing that your commissions are locked and loaded.
So How Do You Schedule Onsite:
1. Have dates and knowledge of available staff prepared for the client before.
This information can be written down as long as it is promptly added to the
Connecteam program after the Meet and Greet.
2. Schedule the ‘deep clean’ and the ‘repeat cleans’ as 2 seperate schedules.
The initial deep cleaning can be done at our earliest available opening. The repeat
weekly/ bi-weekly/ monthly cleanings can start a few weeks later, which allows you
to schedule with one housekeeper on a repeat basis.
3. Having a solid understanding of the Housekeeping team and their availability
will help you schedule on the fly. Once again, do your homework and stay in ‘The
Know’ of the ever-changing schedule and available team members.
Time To Clock In!
When you attend Meet and Greets these hours are logged and paid to you in your bi-weekly pay. When you arrive at your clients home, but before you enter their home, make sure to Clock In! .... and don't forget to Clock Out when you are done.
Psychology Of Selling
Video Summary: The Psychology of Selling Step
#1: Drop the enthusiasm. This is my biggest passion in the sales training space today. Salespeople need to drop the enthusiasm. It’s time to get rid of the excitement when you’re in front of prospects.
#2: Stop pitching. Recent sales data shows that one of the biggest reasons that prospects and buyers don’t ultimately choose to do business with a salesperson is that they felt the salesperson didn’t really understand their needs.
#3: Pressure is a no-no. Grown-ups are always telling kids that bad behavior is a “no-no”—and this is exactly how I feel about pressure in sales. Never, ever apply pressure to your prospects in a selling situation.
#4: It’s about them, not you. I once had a boss that used to say, “Prospects listen to one radio station, and that one radio station is WIIFM.” Now, do you know what WIIFM stands for? What’s in it for me.
#5: Step into their shoes. Some really powerful data has shown that top performers are much more effective at taking the perspectives of their buyers. When’s the last time you really thought about the experience your buyers go through when talking to you? What about when they talk to your competitors?
#6: Create value through questions. If you’ve ever watched the show “The Sopranos” then you remember those conversations between Tony Soprano and his psychologist. Did you ever notice how the psychologist never proposes a solution to his problems?
#7: “No” isn’t bad. Let me repeat that: “No” isn’t bad. This is such an important part of the psychology of selling. Most salespeople spend their entire careers trying to avoid any type of rejection. But in reality, hearing “no” isn’t a bad thing at all. You see, our data shows that at least 50% of your prospects are not a good fit for what you sell. The Psychology of Selling Step #8: If you feel, say it. One of my mentors always used to say this, and it stuck with me because it’s great advice. In today’s selling environment, there’s just no time to waste with tire-kickers or people who aren’t a good fit.
#9: Get deep into their challenges. This is something I’ve been saying for years. Salespeople need to start thinking like doctors, and stop thinking like typical salespeople. The key is to get deep into prospects’ challenges. Most salespeople just identify a surface-level challenge and then immediately offer a solution.
#10: Tie their challenges to value. We’ve talked about going deeper to really understand what’s going on in your prospects’ world. Now you want to make sure you’re tying their challenges to a specific value.
#11: Make it a two-way dialogue. The psychology of selling shows us that when people are actually speaking, they’re the most engaged. When they’re listening, they may still be engaged in the conversation, but it’s less likely.
#12: Budget comes later. This is one of the most important elements in the psychology of selling. You never want to begin your sales conversations talking about price or money. This budget discussion should come at the end of the discovery process.
#13: Use feedback loops. I said earlier that it’s important to make your presentation a two-way dialogue. Feedback loops are the most effective way to do this. These are little questions to ask when you’re talking to prospects that will pull them back into the conversation.
So, there you have it. That’s the psychology of selling in 13 steps to selling that actually works. I want to hear from you. Which of these ideas did you find most useful? Be sure to share below in the comments section to get involved in the conversation.
Why Should You Choose Clean Day?
Things To Remember At
The Meet and Greet
Introduce yourself as the clients very own “Client Concierge” from the very start! No misconceptions so the client isn’t disappointed later on in the meeting when they find out that you are Not their Housekeeper.
“Hi there (clients name)! My name is (your name) and I’m going to be your Client Manager. I’ll be your point of contact as long as you use Clean Day Housekeeping Services. I won’t be your housekeeper but I will always be the one you call on if you need anything!
After the walk through
- Client Forms will need filled out on-site in the Connecteam App or in the Welcome Form if you are conducting a virtual M&G.
- Make sure to add all your details to the Client Data Spreadsheet and to the “Job” in the Connecteam program as soon as possible.
- If you want to schedule a cleaning with short notice, ALWAYS go through the Staff-Line chat feed inside Connecteam to make sure we ask the housekeeper/s to their confirm availability.
- We do all of our payments online or occasionally by mailed in check. Clients do not pay the housekeeper other than for tips, and tips are encouraged. Make sure clients know all of this.
- We do our best to set our clients up with two housekeeper on a regular basis but they will always see a variety of faces over time. We CAN’T send one cleaner but we CAN PROMISE their Client Manager will remain consistent.
If your client has any doubts and is reluctant to accept your quote, remember to use these sales techniques to convince your clients that working with you and Clean Day is the right choice for them!
Why Should You Choose Clean Day?
- Clients need to know our Model… We are A More Personalized Approach and a Higher Standard of Clean… and if they aren’t pleased we will make it right!
- Why are we the best choice for this Client / How can we provide an extreme VALUE for this client?
- What are their biggest concerns and how can we help them…. and better than the competition?
- Find the Client’s Biggest Problems! Why did they call us? Tell them how we can fix their problems better than anyone else can.
They want the same housekeeper(s) on every visit…
- We understand this problem and we relate! The owners of Clean Day (Jessie and Kiki) founded this company with the hope of providing all clients with just one housekeeper. But even our best and most dedicated housekeepers get sick, move away, or move into management positions in the company.
- The promise we CAN make is that the client will be paired with YOU, the Client Manager.
- Anything the client needs or wants to change, if they have concerns or questions, you will be there. You will make sure that their housekeeper is providing them with the service they deserve.
- And we do our best to keep them paired with the same few housekeepers if possible.
They are sick of paying a housekeeping company that doesn’t clean….
- We have a Truly Higher Standard of Clean! Our housekeepers are trained with the Clean Day Way Training Program. Not many housekeeping companies have such an extensive, detailed-oriented, and tested training system. All of our team members undergo hours of guided video training, product knowledge testing, and onsite training under our most experienced staff.
- If they are not happy with our service you will see to it that we make it right!
They don’t have time to do it themselves…
- Who does? The majority of our clients have the same problem. They are busy! Who wants to spend their few free hours scrubbing toilets and sweeping under furniture? Our clients deserve a break. Emphasize the importance of their time and the value we will provide to them by putting time back into their day!
They are worried about safety and trustworthiness…
- They are safe with us! All of our team members are thoroughly screened, we are insured and bonded, and we personally would trust our own homes in the hands of our team members. When we hire, we look for kind, caring, and respectable people. People we would trust and enjoy spending time with. We look for these qualities even more than housekeeping experience. You can always train someone to clean but you can’t train someone to be an awesome person! We also screen our team well to assure our client’s safety and privacy.
- If your client would like proof of insurance it can be emailed to them.
They are worried about the price… Clean Day may be too Expensive…
- We do understand being on a budget. And we will do our best to work with our clients and make our services fit their needs.
- Are there services or private cleaners out there for a lower price, absolutely. But if you really want your housekeeping service to:
Be highly trained
To guarantee their work
To be reliable and dependable
To be insured and bonded in case something goes wrong
To provide a concierge service that is completely customizable
To give a more personalized approach and higher standard of cleaning
Then they need Clean Day!