What to say when answering a cleaning business call
Most cleaning companies lose the booking in the first twenty seconds, not on price. Here is the script we use on real inbound calls, and why each line is there.
The opening line
Never answer with "hello" or with the word "cleaning service." Answer with the company name, a name, and an offer to help: "Thanks for calling Sparkle Maids, this is Dana — are you calling about getting a quote?"
That single sentence confirms the caller reached the right business, gives them a human to talk to, and moves straight into qualification without sounding like a sales script.
The five questions that decide the job
Ask these in this order. The order matters — pricing comes after scope, never before.
- •What's the address or neighborhood? (service-area check first, so you never quote a job you can't run)
- •How many bedrooms and bathrooms?
- •Is this a one-time deep clean, a move-out, or ongoing?
- •How soon are you hoping to get on the schedule?
- •What's the best number and email to send the confirmation to?
How to give a price without losing the caller
Give a range tied to scope, not a flat number: "For a three-bed, two-bath recurring clean in your area, most homes land between $150 and $190 depending on condition." Then immediately move to scheduling — momentum closes bookings, hesitation kills them.
If the caller is far outside your range, say so kindly and quickly. A polite no costs five seconds; a bad job costs a weekend.
Handling the three hardest callers
Every cleaning company gets these, every week.
- •Price shopper: anchor on what's included and your guarantee, not on discounting
- •Same-day emergency: never promise a slot you haven't confirmed with the crew — promise a callback inside 30 minutes instead
- •Outside your area: refer them out. Referrals come back
Close every call the same way
Repeat the date, the address, the price range, and what happens next. Then send a written confirmation within five minutes. Callers who receive a same-minute confirmation cancel far less often than callers who receive one the next morning.
Frequently asked
Should I quote an exact price over the phone?
Quote a range tied to home size and condition, then confirm the exact price after a short walkthrough or photo check. Exact numbers given blind lead to unprofitable jobs and awkward re-quotes.
What if I can't answer the phone during cleans?
Route the call to someone who can answer live. Callbacks convert far worse than live pickups because most homeowners have already called the next company on the list.