Positive language helps when talking with customers about upholstery cleaning
The average consumer values their furnishings, yet is rarely given good information about how to care for or clean them. Even worse, sometimes they are given misinformation they follow faithfully. All of this can lead to the customer having unrealistic expectations of what a cleaner can accomplish. What you say and how you say it can really help set expectations and a positive tone.
To retain and get repeat customers, how you communicate with them is actually more important than how clean you get their furnishings. Your team's attitude, tone of voice, choice of words and professional appearance can really make a difference. Talk with customers - not at them - and choose your words carefully. Assume they've done their best to care for furnishings and you don't want to offend or alarm them. Here is a list of commonly used terms that may be perceived negatively, plus alternatives that are more professional, tactful, and positive:
