A FIELD GUIDE FOR RESIDENTIAL CLEANING TEAMS

A respectful follow-up process for cleaning quote inquiries

Keep the next step useful and clear: use the customer’s preferred channel, ask only for details needed to scope the job, and leave every quote and booking decision with a person on your team.

A concise process you can adapt to your team.

STEP 01

Start with the channel the customer chose

Note where the inquiry came from and any contact preference the person gave. Keep the conversation in that channel when it is appropriate for the request; ask before switching to a text or call. If you add promotional content to email, check whether the message is commercial under the FTC’s primary-purpose guidance.

The FTC says an email’s primary purpose determines whether CAN-SPAM treats it as commercial. Covered commercial email needs a clear opt-out method, and opt-out requests must be honored within 10 business days. [1]

STEP 02

Acknowledge, then ask only what is missing

Acknowledge the inquiry and explain who will review it and what happens next. For a quote, ask only for details that affect the work, such as the cleaning type, rooms or areas, approximate home size, condition, and requested extras. If several details are missing, group them into one clear question.

STEP 03

Hand the quote and booking decisions to your team

A follow-up can collect details and explain the next step. A cleaning team member should review the scope and confirm the price, service fit, schedule, and any booking before presenting them as settled. Hand off unusual requests, safety or access questions, complaints, uncertainty, and anything outside the team-approved wording.

STEP 04

Stop cleanly when the customer is done

If someone declines, asks you to stop, or opts out, end the follow-up and record the preference so another reminder is not sent. Do not use a different channel to get around the request. If the person raises a concern or the request is unclear, pause and send it to a team member.

In its 2024 TCPA consent order, the FCC identified a reply such as “STOP” or a similar standard text response as a reasonable way to revoke consent for covered robotexts. The order’s application depends on the communication and its legal coverage. [2]

Sources

  1. [1]
  2. [2]