1. Ask for client’s name - So that you can call them by their first name if they give you permission. That way you can start building the relationship and actually interact with people.
2. Ask for the postcode
3. Ask them for their telephone number- in case the line breaks.
4. Ask if they read our website.
5. Ask how did they found about us.
6. Ask if they used us before - because if they did, the conversation is going on a different level and say something such as "Thank you so much for coming back to us", "You must've been happy the last time you used us" and try to make the conversation friendly.
7. "What is the reason for the cleaning?" - This question varies depending on the service. If they say for example oven cleaning, you can ask "are you having guests over", "when was the last time the oven was cleaned" or say something nice like "If you clean your oven you will extend its life".
8. Ask for other services.
9. Provide the information for the service.
10. Ask them "What is your budget?", "Do you have a budget?" "Have you collected quotes from other cleaning companies?" - This is really important. "How do our prices compare to others?" - Very important, if they say that other companies offer them a cheaper price tell them "Thank you. We will definitely provide you with a good service. We may not be the cheapest, but we will provide you with a valued service".
11. If they say "I'm going to call you back". Ask them - "When can I call you back?" "When do you think you'll be ready with the decision?" "Do you want me to email you a quote?" "Would you like to be added to our newsletter so that you can receive news and updates?"
12. If they agree with the price, proceed, take full address, email, secondary name and number. We keep saying that and you keep taking only one number. You need to ask if there's pets, children or disabled people.
13. Ask for payment, go through terms and conditions, confirm the service, what exactly you have agreed on: date, job, description.
14. If they want to book for less hours then tell them that we can do it, however, we cannot guarantee the service because we have to avoid having complaints. Always send the draft from the system called “Cleaning Appointment confirmation/ Time may not be enough” And nobody wants to take calls when it's a complaint. So it's really important to prevent complaints now, on the booking.
15. When you're reading the terms and conditions ALWAYS tell them that the cleaners have a time slot which can be for example between 8 and 9am.

I understand the above policy and the terms and conditions contained within and I agree that they form part of my Contract of Employment.

BY TYPING MY SIGNATURE AND SENDING IT VIA THE INTERNET, I ACKNOWLEDGE THAT I HAVE READ AND UNDERSTAND ALL INFORMATION REQUESTED; THAT I INTEND IB-UK TO RELY UPON IT; THAT I INTEND TO BE BOUND THEREBY; AND THAT I UNDERSTAND AND AGREE THAT MY ELECTRONIC SIGNATURE IS THE EQUIVALENT OF A MANUAL WRITTEN SIGNATURE.