The cleaning industry is going through massive changes. Thanks to technology, innovative tools and processes are being implemented to manage and streamline cleaning business operations. The future looks promising for cleaning businesses as companies are expected to have more business opportunities and hire more employees in the coming years.
If you are a cleaning business owner looking for ways to optimize your business in 2021, here are some industry trends you need to watch out for:
Top Cleaning Industry Trends In 2021
1. More automation in customer service
A lot of time is being consumed in delivering customer service on the phone. This is changing in 2021 as automation in customer service is trending this year. This means your customer can book cleaning services online, pay invoices online, get appointment notifications in real-time, and provide feedback online.
Customer service automation through chat boxes, automated texts, Facebook Messenger, and follow-up emails have cut down the time spent on customer service. This frees up time for staff to handle pressing issues or spend time on other important aspects of the business.
2. Focus is on ultra-niche services
It is advantageous to cover all aspects of cleaning services, as it broadens the business’ reach. However, it’s not commercially viable for startups as they cannot afford to offer more than two services. This has opened up a market for ultra-niche services, which are more pocket-friendly. That being said, when you are targeting a niche market, you need to ensure that your staff is appropriately trained and your equipment is top-notch.
3. Digital presence continues to be a powerful driver of business growth
Much like automation, all businesses will eventually need to go digital. Social media platforms like Facebook and Instagram are in possession of customer data which can help businesses go hyper-local with their ad targeting.
Every now and then, Google rolls out user-friendly ad tools that help cleaning businesses promote their services online. Another way of enhancing the cleaning business’ online presence is by creating a streamlined website with built-in chat and messaging apps.
4. Investing in business software = investing in success
Managing day-to-day operations can be challenging even for experienced cleaning business owners. There are several aspects of the business, such as work order management, progress tracking, client billing, etc., that can be made easier with the help of field service management software and tools. The cleaning businesses that have invested in the right cleaning software will be ahead of the curve.
5. Exceptional customer service is a competitive advantage
Excellent customer experience and not the price points will have the ability to give the cleaning business company the much-needed competitive boost. Cleaning businesses that can deliver quality work by going the extra mile to wow their customers will be the ones to get new customers, win recurring work and earn more referrals.
6. Efficient Scheduling is essential for improving customer service
Scheduling continues to be one of the biggest hurdles for cleaning businesses. This year, take control of your scheduling inefficiencies and overhaul your entire scheduling process to ensure that it works for you. Invest in technology to automate the scheduling process.
7. Employee training is needed to enhance professionalism
According to a study, commercial cleaning companies lose 55% of their customer base because of low customer satisfaction. Invest in your employees and empower them to perform at their highest potential of professionalism. This is an effective way to ensure that your customers stay with you and also bring in new customers through referrals.
Akhil Rajan is a Customer Success Specialist at Zuper, an intelligent workforce management platform for service-oriented businesses. Working with customers daily, he has a deep understanding of their needs and pain points and so he can contribute to the marketing strategies for Zuper with the content he writes. He writes on topics like how to increase workforce utilization, how to reduce the service turnaround time and increase workforce efficiency, customer adoption, cost reduction strategies, etc. – to name a few. He is often found buried in books or playing chess in his free time.