The need for cleaning services arises due to dissatisfaction, a cleanliness issue, or an expansion.
Touchpoints: Client starts researching online, asks for referrals, or notices an ad. They seek providers with professional websites, positive reviews, and informative content.
Decision: Shortlisting companies based on reputation, services, and specialization in office cleaning.
Step 1
Awareness and Research
Step 2
Initial Contact and Inquiry
The client identifies potential companies and reaches out to understand service details, pricing, and processes.
Touchpoints: Client may fill out a contact form, call, or request an online quote. Responsiveness and transparency in the initial interaction are key.
Decision: Choosing to schedule a consultation or request a proposal based on the quality and responsiveness of the company.
Step 2
Initial Contact and Inquiry
Step 3
Consultation and Needs Assessment
Client meets with a representative to discuss specific cleaning needs, budget, and scheduling.
Touchpoints: Consultation (in-person or virtual), site walkthrough, answering questions, and demonstrating expertise in cleaning specifics.
Decision: Moving forward based on how well the company addresses requirements, flexibility in customizing packages, and clear expectations around costs.
Step 3
Consultation and Needs Assessment
Step 4
Proposal and Service Agreement
After the consultation, the client receives a formal proposal with service options, pricing, and terms.
Touchpoints: The proposal should be professional, detailed, and easy to understand, with transparent pricing and flexibility for adjustments.
Decision: Client signs the service agreement, choosing the provider based on reliability, quality, and customer-focused approach.
Step 4
Proposal and Service Agreement
Step 5
Service Delivery and Quality Assurance
The cleaning service begins, and the client assesses results to ensure standards are met.
Touchpoints: Regular updates, quality checks, and accessible contact points to address any issues. Communication is critical during this phase.
Decision: Continuing or adjusting the service based on satisfaction with quality, consistency, and responsiveness of the cleaning team.
Step 5
Service Delivery and Quality Assurance
Step 6
Feedback and Ongoing Relationship
Feedback and Ongoing RelationsTrigger: After the initial service period, the client is asked for feedback or engaged in follow-up to ensure satisfaction.
Touchpoints: Regular check-ins, satisfaction surveys, and dedicated account managers help make clients feel valued. Offering upgrades or additional services strengthens the relationship.
Decision: Long-term loyalty is based on maintaining quality, addressing issues, and providing added value.hip
