August Focus: Domestic Cleaning Business

Assertiveness in Practice

Developing your Skills of Communication

Let us look at a few practical strategies on setting boundaries and delivering those boundaries using good communication skills. Once you know what rates to charge for the different cleaning services you need to stay within these boundaries with every client that you deal with so that you get used to setting boundaries and keeping to them. If you are asked to do extra work and the rate that you are charging does not cover these extra requests then just look your client in the eye and say ‘I can certainly do those things for you during a Spring-Clean. Would you like to order a Spring-Clean, Mrs Jones?’ If they ask again, just repeat your offer to do a Spring-Clean. Then, if they insist that you do the work they want without ordering a Spring-Clean, you simply say ‘no, these services will need to be charged at a higher rate’ clearly, calmly and without emotion. Stating what you will or won’t do for the fee that the client is paying needs to be done clearly and precisely, without any negative emotion. Good communication only becomes aggression if you add negative emotion to your delivery of what you are trying to say. Continue reading →