How do I train a site supervisor to handle client walk-throughs at my cleaning company?

Start by showing what a good walk-through looks like. Before the client arrives, the supervisor checks the site as the client would, notes anything missed and fixes it. During the visit, they walk at the client’s pace, let the client finish speaking, and write down each point without arguing. Defensiveness costs trust faster than a missed spot.

Practise with real examples. Use past complaints and ask the supervisor how they would respond. Role-play the awkward ones, such as a client who is unhappy about something outside the contract. Teach a simple rule: repeat the request back, say when it will be done, and then do it.

Be clear about authority. Which fixes can the supervisor promise alone? Which need your approval, such as extra work, changes in price or staffing shifts? Write that down so no one guesses. When you step back, introduce the supervisor to each client as the main contact. Check in after the first few walk-throughs, read their notes, and coach gently. Supervisors who feel supported stay longer, which a future owner will value. Practise the first few walk-throughs on quieter sites, so mistakes cost less while the supervisor learns.

Key takeaways

• Show a good walk-through first, then let the supervisor lead while you watch.
• Practise with real complaints and teach: repeat, commit, deliver.
• Write down which promises the supervisor can make alone.
• Introduce the supervisor to each client as the main contact.