Advice off cleaners/or people who have a cleaner duties

[Smallbear86]

Hi
I recently started up my own cleaning business about three months ago now.
I've got a few regulars and am getting one off cleans 4-5 times a month. I'm making enough just for a living for myself I sometimes take a friend when I have a lot on and pay them aswell.
Anyway I have a customer who I don't know how to deal with properly.
She pays me £20 for her clean basically I took her clean on when I first started and was happy for the work her house has four bedrooms, two bathrooms plus an en suite and a playroom.
It takes me two hours to clean her house and that's pushing it and I clean it to a good standard as she's very fussy.
She has even said how good my cleaning is but every week she complains about something and calls me every week to say I missed something bearing in mind her house is huge so is a lot to cover.
Last week she left me extra jobs which were clean interior Windows, dust all the lamp shades ceiling ones and clean her laminated floor with a brush as there were white marks in the grain? Empty all the upstairs bins , Clean inside the microwave. Also clean all the children's toys with a wet wipe this was on top of the regular clean with shower screens that I usually do.
It was literally impossible she has only left me £20 so I was not willing to do the whole house plus extra jobs for that price. The other week she left me all the beds to change which I don't do for any one else as it takes to much time really but I still did it.
I sent her a text afterwards I said I did half the jobs she asked on top of her clean but coildnt do the rest.
I really feel I've underpriced her house as it is I'm sweating at the end of her house and I charge £45 to clean apartments in the city and they are less work to be honest.
She replied saying she will give me £5 extra to do extra jobs but I feel her house is £25 minimum to clean anyway .
I don't know how to put her price up without losing her custom but I feel I go above and beyond for her and she still complains despite saying I'm the best cleaner she's ever had. No one else I visit moans at all like this and they are much easier.
What would you do in my situation?

£20 in total?!

Tell her you're afraid your rates have to go up. I cannot believe what she is asking you to do. I ask mine to do this sort of workload in 4 hours or so (and never all at once!) tell her it's 40 or whatever or you are sorry but there is too much work. She is taking advantage of you.

Don't let her take you for a fool op.

I would actually get rid.. She is also wasting some of your evening as well as underpaying you

She would be quoted around £60 at our company for the cleaning you describe.

Additional services beyond the original scope of work agreed to would be charged out too at the rates we set for these.

She would not be dictating how many cleaners were placed on her team either. Your business is run by you and you alone not your clients or your staff or a.n.other.

Just ask your other clients for referrals, you'll have no space for her in a heartbeat.

Also I might add, I still wouldn't do this job for the fair price I mentioned above because of the pain in the arse factor of her ringing in the evening.

We keep office hours only but if a client was ringing to 'run through' problems before every clean, I would decide there was no more room for them on our schedule, there are so many lovely clients who will appreciate you so why waste a spot on her?

She's insane. 2 hours work for all that!! I clean for a living and if you're doing it to a good standard that's impossible.

I've had customers like this - trust me, just kindly let her know you're unable to off a service to her anymore. That's what I do when people bricks too fussy. It literally isn't worth the money.

Becomes*

I think what you are offering is extremely good value and she is taking advantage.
I would give her the option - a price increase or she needs to find a new cleaner.

Just tell her you can no longer clean for her

I've also just seen the post about moving heavy furniture.

That is a health and safety issue and it is written within our terms we will only move items which are lightweight and will not cause too much wear and tear on our staff's bodies since they are cleaning houses all day, we are responsible for their welfare and do not allow clients to dictate that they put themselves at risk of injury.

This is spelled out at the initial consultation and still we have over 90 clients plus we turn work away for periods when all the staff get fully booked and I can't find new staff for a time so clients can come and go and it won't matter to us we just use the spot for someone else, staff however - we treat them like rare jewels!! It can take a couple of month to find a good person and then train them to standard.

Having said that the vast majority of our clients we have for many years without any issues and its a really warm and friendly relationship. Customers like yours are few and far between and don't last long with us, i haven't time for this kind of nonsense at all and will save us all the heartache every time.

Get rid. I have a similar size house and I pay my cleaner £40 for a basic clean that takes 3 hours. She will never be happy. Text her now and tell her you are finished.

Jesus - are you in London?!

I would never ever phone my cleaner after hours to complain - that's very odd. Do other people do that?

If something needs work then I point it out next time. You are doing far too much for the money and you sound very conscientious. Don't answer the phone calls and work towards finding other clients - where I live finding a good cleaner is very difficult and anyone who speaks English and is a good cleaner gets all the hours they want. So keep looking for other clients - have you told your existing clients that you need more hours? When my cleaner needs more hours I do my best to let other locals know so we can keep her in the area! And others in the area do the same. Good luck with it all.

DH and I are about to get our first cleaner. We will be paying for 3 hours a week at £12 an hour and for that will get the kitchen and two bathrooms cleaned, and all floors vacuumed or swept/mopped. The cleaner has said that she will do anything extra we ask for, but if it takes her over the three hours, we'll be charged extra. I am happy with this (because I hate cleaning)

For £20 I'd tell her to go whistle and find someone who is willing to pay what you are worth...

She is taking the mick.