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The Bad Review
The Bad Review

I was sitting in the parking lot of Meijer's after having been cleaning all day. I saw the alert from Thumbtack that I had a review. Eagerly, I clicked the link to where I read: __________________.My heart dropped. What? My team had been at this small townhome for more than 6 hours (12 hours of work). I had seen a pic of the ceiling fan with thick dust from one of my team members telling me it was going to take longer than expected. I was brand new to business (3 months in). This could really ruin things for me! A 1-star review and someone was ripping my company apart in the comments. I stopped and reread it, cringing at the language with some sentences in ALL CAPS.I gave myself 5 minutes. I knew I needed to respond and call the client and be open to hearing her side of the story. Before I dialed, I told myself the goal was to listen, not defend. Just like the written review, this client was MAD on the phone!Kelly (name changed) mentioned she came home, and there was some syrup left on the kitchen table, and the half bathroom sink faucet wasn't shining. I asked her if she would like for me to come the next day to fix her concerns. I empathized with her that it is frustrating to go home and find those issues after working all day. Kelly agreed to let me come over first thing the next morning.She asked me, "do you want me to take down the review?"I calmly responded, "Ma'am, if you think that review is what we deserve, leave it up. We are not perfect, but I believe our work and our integrity will speak for itself. So, I'm not going to ask you to take it off." The next day, I came by and cleaned off the little spot of syrup on the table and checked on the sinks to make sure they shined.I brought over a small flower plant and wrote a handwritten note, thanking her for allowing me to come back and resolve her concerns.My phone rang later that evening and Kelly was in tears. She shared how the card had touched her, that she had already called Thumbtack to take down the first review and that she had replaced it with a 5-star review. She proceeded to tell me that her life was very hard at the moment because her daughter was in jail, and she was solely responsible for her two-year-old granddaughter while working full-time. This was an early valuable lesson for me in understanding people and business. Sometimes the narrative does not go this way, and there's nothing you can do to make a client happy. But sometimes people are dealing with battles we have no idea they are facing and choosing to be understanding rather than defensive can go a long way. So, when you get a bad review, stop and asked yourself these questions: ● Can I humbly listen to criticism and own it when my company may have fallen short? ● Is there a way I can remedy this situation by valuing a person's feelings over money? ● Is it possible that client frustration may stem from outside circumstances unrelated to our cleaning service?

Cleaning Tips Mar 8, 2021
Caution: Marketing Ploys to Watch Out For
Caution: Marketing Ploys to Watch Out For

So you've started your cleaning company, and are fired up and ready to get the word out ASAP. Or, you're in the season where you are ready to scale your business because you're feeling too comfortable where you are. I get it!

Cleaning Tips Mar 8, 2021
How to Save Money In Your cleaning business
How to Save Money In Your cleaning business

Every month set aside a specific calendar day to analyze your book. Yahoo! I'm sure that thought brings you lots of joy? Ha! Nope, if you're anything like me, you would rather clean or meet new potential clients than bookkeeping. I get it.

Cleaning Tips Mar 8, 2021
Delegation The Key to a Checklist Completed
Delegation The Key to a Checklist Completed

Home In The News Services Products Blog S.H.E. Foundation About Us Store Contact

Entrepreneurship Mar 8, 2021
Three Lessons in Managing People
Three Lessons in Managing People

Home In The News Services Products Blog S.H.E. Foundation About Us Store Contact

Entrepreneurship Mar 8, 2021
5 Mindset Areas for Cleaning Business Owners
5 Mindset Areas for Cleaning Business Owners

There's something special about a New Year, turning the page, ramping up new ambition, shedding the pounds gained over the holidays, or dreaming of writing a phenomenal story in the coming year. As I have gotten more familiar with the coaching world, I see so many mindset coaches out there!

Entrepreneurship Mar 8, 2021
Choose Wisely
Choose Wisely

I remember the brief passing-by conversation with my former boss in December of 2013. I had just sat down with him talking about giving law school a rest (I hadn't gotten in to the school I wanted, and I was devastated).

Entrepreneurship Mar 8, 2021