The customers don’t want to pay for house cleaning, now what? Can you encourage clients to pay fair prices for cleaning?
Sales objections during COVID are impacting house cleaners now more than ever.
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Hey there, I’m Angela Brown, and this is Ask a House Cleaner. This is a show where you get to ask a house cleaning question, and I get to help you find an answer. You can find this and 400 other answered questions in this series on our YouTube channel.
Customers Don’t Want to Pay for House Cleaning
People don’t want to pay for housecleaning. How do we convince them that our price is fair? There was a house cleaner that called in and asked this question.
“My cleaning business is starting up again during this pandemic, and I’m finding that people don’t want to pay. I charge $25 an hour. I’m doing bed and breakfast, basically cleaning out the room in the BNB, changing sheets, dusting, mopping, and doing light sanitizing. And I’m also cleaning full houses. And these people are afraid to pay $25 an hour.
What should I say? Because I know how hard and strenuous cleaning can be at times. How can I help these people to understand that $25 is a fair price?”
$25 an Hour is a Fair Price
So there are a couple of things going on here. Is $25 a fair price? The answer is yes, it is. If you’re in America, the going rate across America is 25 to $45 an hour, and it’s based on a variety of different factors. So, $25 an hour is fair anywhere you are in America.
Now, in other countries, the prices will vary. There’s also a currency exchange, so you have to factor in the currency exchange and the value that that provides. So, in America U.S. dollars, $25 an hour is a very fair price.
Airbnb’s Have to be Cleaned
You mentioned that you were cleaning Airbnbs. That is interesting that they don’t want to pay for that because, for this reason, Airbnbs are mandatory cleaning. People want five-star cleaning when they arrive at any Airbnb, anywhere across the world, any time, under any circumstance. Very rarely does somebody go in knowing it’s going to be filthy.
The ratings and reviews are based on cleanliness. It’s based on the user experience, and how do they feel when they arrive in that space? So, does it have to be cleaned? The answer is yes, it has to be clean. So, $25 an hour to clean an Airbnb, not a question of value. You might be the wrong Airbnb. So, go find a new Airbnb if they’re not willing to pay.
Airbnbs Have Cleaning Fees
Another thing about Airbnb is this, there are cleaning fees. We call them pass-through fees where the customer is actually paying for the cleaning service. And so, it’s not money out of the host’s pocket. It comes directly from the customer. And so again, it should not be an issue. And if the host is not charging that, they may want to start charging that so they can provide a better cleaning service.
Because if they’re not willing to pay $25 an hour, people should be super scared at what the Airbnb looks like. Because you’re talking about a basic service at $25 an hour, they probably should be paying significantly more than that.
Why People Don’t Want to Pay for House Cleaning
So for cleaning homes, people that don’t want to pay $25 an hour, why is that? Because right now we’re coming out of COVID, lots of people have been staying at home.
For the last eight weeks, they’ve been cleaning their own homes. So, either they’ve become a master at cleaning their own homes, or they’ve been cleaning their homes and they’re like, “Oh, I didn’t realize it was so time-intensive.
I didn’t realize it was so much physical labor. I didn’t realize how hard it is to find cleaning chemicals in the stores.“
Homeowners are Realizing What it Takes to House Clean
There’s a whole bunch of things now that homeowners are realizing having been at home for eight weeks. What also happened is they use their home a whole lot more than normally they did when they were gone, so the showers are dirtier, the bathrooms are dirtier, the bedrooms are dirtier.
The kitchens have been used a lot more because the restaurants were closed. So, people, most everybody right now need oven cleaning. They need their fridges cleaned out. They need their freezers defrosted.
They’ve been standing there with the door open, which builds up that frost. It’s crazy. So, there’s a lot more deep cleaning that is needed now than ever.
You Need to Deep Clean After Quarantine
So going back in, and most homeowners haven’t had a house cleaner come to their house in about eight weeks. Then you’re talking about a deep clean, and that’s going to be twice the price of what you normally pay for cleaning. And it’s going to take about twice the time.
So, if your house cleaner was in and out in two hours, you might be talking about a six or seven-hour job if you haven’t stayed on top of it and haven’t maintained the property.
So, there’s a lot of cleaning coming back, and that’s basic cleaning. We’re not talking about sanitizing and disinfecting and all those things.
A Lot of Companies Have Changed Their Business Up
And a lot of cleaning companies coming back into the market have changed their businesses up a little bit in the way that they service your home. So, for example, they might be doing a sanitation service now that touches the hot spots in your home. So, all the light switches and all the doorknobs.
Maybe they did, maybe they didn’t clean those before, but now they’re going to be doing that. So, if they’re cleaning and sanitizing those areas, there’s a sanitization wait time on some of this stuff for a minute.
So, if you talk about all the different hot spots in a room, it might be an extra minute on all of those things.
Coming Back to Clean Will Take Longer
So, you might be looking at an extra half hour of time that you didn’t even have before. They’re now in your home longer providing a different level of service. And it’s probably going to cost a little bit more money. Nobody can go in and offer a half-hour more of service at the same price they used to. So, there’s a huge question right now.
“I don’t want to rip my customers off and they’re accustomed to paying a certain amount, but if we’re doing all these extra services and we’re bringing in new disinfectants and whatever, we’ve got different chemicals, we have a different cleaning time, how do we do that and not… We’re going to have to raise our prices.”
Well, the reality is you’re going to have to raise your prices. If you offer a new elevated service, you have to have a newly elevated price.
Customers Who Don’t Want to Pay aren’t the Right Customers
And so, going in right now, if the customer doesn’t want to pay, it’s probably the wrong type of customer. And so, coming back after COVID, there are going to be a lot of new conversations that have to happen.
But this might be an excellent time to reinvent your business and do it closer to home. Go over to SavvyCleaner.com and check out the territory class, because right now is a perfect time to reevaluate your travel time. Now you can reevaluate how much you’re actually on the road when you could be working in your own neighborhood or the neighborhoods next to you.Resources
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Exactly What to Say: The Magic Words for Influence and Impact – https://amzn.to/2WqePjM
How Clients Buy: A Practical Guide to Business Development for Consulting and Professional Services – https://amzn.to/2WS8DQH
How to Price Your Cleaning Services – http://amzn.to/2FSGQd2
Be the Go-to: How to Own Your Competitive Market, Charge More, and Have Customers Love You for It – https://Amzn.To/3dpciaz
What They Don’t Teach You in Business School: Real-world Sales and Service Skills You Need to Win and Wow Clients! – https://Amzn.To/2xni3d6
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