After years of helping cleaners grow their businesses (and owning my own carpet cleaning business), I've learned a thing or two about what really moves the needle when it comes to securing and retaining customers. One of the most critical lessons I've learned is the value of responding to leads within the first five minutes - they lose about 80% of their value if you don’t. 

Why Quick Response Matters

Imagine you’re in the customer’s shoes. When you reach out to ask about a cleaning service, it’s typically because you have an immediate need or you're very close to making a decision. If a business doesn’t pick up the phone when you call, you’ll likely move on to someone who will. In the cleaning business, being first can mean the difference between a busy season and missed opportunities.

Answer Every Call

The number one thing you can do for your business is answer every call. No exceptions. Every ringing phone is a potential job on the line, and in the cleaning business, missing a call is as good as handing money to the competition. During business hours, your phone is your lifeline.

Sharpen Your Phone Skills

Answering the phone, however, is just part of the job. The real magic happens in how you handle the call. You should hone your phone skills to not just answer questions, but to engage the customer, reassure them of our quality service, and secure the booking before they even think to call the next cleaner on their list.

If you have staff answering your calls for you, training them to do this effectively can transform your business. It’s not just about being friendly—it’s about being helpful, efficient, and persuasive.

The Role of Technology

Now, you might think that technology is the answer to managing and responding to leads more efficiently. And to some extent, you’d be right. But I've seen too many cleaners get caught up in fancy systems that promise the world and deliver very little but frustration and high bills.

You should use some basic tools like CRM systems to keep track of customer interactions, which helps personalize follow-ups and ensures no one slips through the cracks. But these tools support your customer interactions; they don’t replace them. The tools are simple, straightforward, and they let you keep your focus where it belongs—on the customer.

Keeping It Personal

In my years of experience, I’ve found that the best way to grow a carpet cleaning business isn’t through overcomplicating with technology—it’s through personal connection. Every call answered, every query responded to promptly, builds trust. And trust builds business.

Advice to Cleaners

If you're looking to improve your business, remember these tips:

1. Always be available: Make sure there's always someone ready to answer the phone during business hours.

2. Invest in training: Equip your team with the skills to handle calls effectively. Teach them not just to answer questions, but to close the deal.

3. Use supportive technology: Implement simple tools that enhance, not hinder, customer interaction.

4. Stay customer-focused: Never forget that your business depends on the people you serve. Their needs should always come first.

In conclusion, if there’s one thing you take away from my years of experience, let it be this: respond swiftly, communicate effectively, and keep your tools simple. Do these well, and you’re on your way to more jobs, happier customers, and a thriving business.

Ready to scale your business this year? Book a call with one of our cleaning industry marketing specialists today!