Winning a cleaning customer takes effort. Keeping them is where the real value lies. Every customer who books again is one you do not have to replace through marketing. A loyalty programme gives customers a tangible reason to keep choosing you, and makes it a little less tempting to try someone else.
The One, ProCleanerUK’s platform, includes a customer loyalty programme built into the customer app and portal. This guide explains how it works and how to use it well.
How the programme works
You set the rules
The programme is switched on in your company settings, so it only runs if you choose. You decide:
- The value of each point: for example, a penny per point.
- The redemption threshold: the minimum number of points a customer needs before they can redeem.
Customers earn points automatically
Customers earn points for booked and completed jobs. Points are tracked on the customer’s record automatically, so there is no manual tallying and no mistakes.
Customers can see their balance
A My Rewards card on the customer dashboard shows their current points balance as soon as they log in. A history shows every point earned and redeemed, so it is completely transparent.
Redemption is instant
When a customer has enough points, they request a redemption in the portal. The system checks they meet the threshold and have enough points, deducts the points and generates a unique voucher code straight away. An email confirms the redemption, the voucher code and the remaining balance.
Why loyalty programmes work for cleaning
- A reason to stay: customers with a points balance have something to lose by switching.
- More repeat bookings: one-off customers have a reason to book again.
- Bigger bookings: customers may add extras when they know it earns more points.
- A professional image: a branded rewards card makes a small business look established.
Setting the right value
Choose a point value and threshold that are generous enough to matter, but affordable for your margins. A small reward that customers reach regularly often works better than a big reward that feels out of reach. Work out what a typical regular customer would earn over a few months and check the cost against your profit per clean.
Telling customers about it
- Mention it in your welcome message to new customers.
- Announce it to existing customers when you switch it on.
- Remind customers occasionally with a push notification about their balance.
- Mention it on your website and in quotes.
Combining loyalty with other retention tools
A loyalty programme works best alongside great, consistent service. Reminders, arrival times, the same cleaner where possible, Going Away for holidays and nudges for customers who drift away all help. Our guide to customer retention covers the wider picture.
Using loyalty to win back one-off customers
One-off customers who earned points on their first clean have a reason to come back. Follow up after the job with a message mentioning their balance and an offer of a regular clean. Our guide to making the most of a customer’s first 90 days has more ideas.
An example
A cleaning company sets a point value and a threshold that a fortnightly customer reaches after a few months. A customer sees their balance growing on the My Rewards card each time they log in to check an invoice. When they reach the threshold, they redeem points for a voucher and use it towards an oven clean before Christmas. They have been rewarded, the business has sold an extra service and the customer has a new reason to stay.
Common mistakes
- Setting the threshold so high that nobody reaches it.
- Never telling customers the programme exists.
- Setting rewards you cannot afford.
- Relying on rewards instead of good service.
Reward your loyal customers
The customer loyalty programme, the customer app and portal, push notifications and nudges are included on every ProCleanerUK plan. Start your 28-day free trial and switch on loyalty for your customers, or book a free demo and we will show you how it looks to them. For more on the customer app, read our guide to the customer portal.
FAQs
How do customers earn loyalty points?
Automatically, for booked and completed jobs.
Can I control the value of points?
Yes. You set the value per point and the minimum points needed to redeem.
Where do customers see their balance?
On a My Rewards card on their customer dashboard, with a full history.
How do customers redeem points?
They request a redemption in the portal and receive a unique voucher code straight away.
Do I have to use the loyalty programme?
No. It only runs if you switch it on in your settings.