Customers are the reason that a business exists. Yet, “the customer is always right” is an adage that infers business should try to please the customer in every interaction. As a business advocate, there are various pitfalls to having this belief.
Pitfall 1: Unclear Expectations
One of my least favorite phrases is “deep cleaning.” It can mean anything and does not refer to a performance baseline. Deep cleaning can mean cleaning walls, washing windows, extracting carpets, disinfecting phones, and cleaning desks or chairs. A customer requesting a deep cleaning might know what the expectations are, but the contractor cannot assume they do. The best way to address this situation is to teach the customer our language and clarify the tasks that the request entails.
An example: Strip and wax tasks are included in the contract to be completed every six months in the scope. Due to a change in office configuration, however, the customer requests that work be performed at the three-month interval from the last completion.
In this case, the company should provide a quote to complete the work, referring back to the agreed upon scope and frequency that covers a six-month period.
When the service is right, the cleaning tasks and frequencies are agreed to by both parties, and the company is performing to contracted specifications.
Pitfall 2: Employee Well-Being
The industry is facing an environment where it is difficult to hire and retain staff. To retain employees, in addition to training and provision of proper tools, we must create a respectful work environment.
We can require that customer work requests go through the supervisor or team leader to minimize the possibility of an uncomfortable interaction between customers and employees. Some potential behaviors from uncouth customers include purposefully creating spills or messes, condescending comments about social status, and interrupting or hurrying their work. It is our responsibility to be vocal with customers about maintaining a respectful environment for our team.
When the service is right, employees believe that their work is respected.
Pitfall 3: Impact on Quality
If a customer insists on cutting corners or making changes that compromise quality, it can damage your business’s reputation. Not all customer requirements align with what is best for your brand and company growth.
Cleaning professionals may decide to work for a customer with a shoestring budget. People who visit this building will see uniformed employees; because they are not aware of the contract specifications (or in this case, limitations), they might identify the cleaning company as deficient. This may cause loss of future business because potential customers will rate your company by that site.
Some examples of severely limiting cleaning specifications include cleaning only where there is visible debris without a frequency for full cleaning; limiting everyday cleaning to the lobby, hallways, and restrooms, while office areas are reduced to weekly or less frequent cleanings; and overly simplified equipment requests like brooms and mops over vacuums or other equipment.
Finding Balance
When the service is right, every worksite can be an example of the work your company can perform. If a customer is requiring actions that compromise the quality of your company’s work, you will need to negotiate appropriate expectations that uphold your brand’s standards. Adopting a balanced approach of valuing customers while also supporting staff and enforcing fair policies is key to long-term success.