A client forgot to leave her key out, so the cleaner was locked out, and the owner charged the full price
A client forgot to leave a key for her cleaning. She called to say she had dropped the ball and to ask what the fee was, while the cleaner was already on the way. The owner charged the full price of the cleaning, and the client accepted it without argument. The hosts use it to show why a clear lockout policy, agreed up front, matters.
“I totally understand, as you should.”
One of the show's hosts, owner of a house cleaning company, Cleaning Business Life (opens in a new tab), posted . Retold in our words; names left out of our retelling. Published here .
The ready-to-send reply for this: Answer a client who won't pay a lockout fee
Step-by-step guide: Write a calm, firm reply to an angry customer email
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