What happens when the software platform running your entire business suddenly crashes and stays down for weeks? For cleaning business owners using Booking Koala, this nightmare scenario became reality in what can only be described as a customer service catastrophe.

We pull back the curtain on this ongoing crisis that has left service-based businesses unable to book clients, process payments, or maintain their websites for over two weeks. The true failure, however, isn't just technical – it's the stunning lack of communication, empathy, and accountability from the company during a critical moment.

The conversation goes beyond just critiquing one platform's mistakes. We explore essential business survival skills including having contingency plans, knowing how to "pivot" when systems fail, and maintaining old-school backup methods that don't rely on technology. Many businesses found themselves completely paralyzed because they had no alternative systems in place – a dangerous vulnerability in our technology-dependent world.

Customer service emerges as the real differentiator between businesses that thrive and those that collapse under pressure. We discuss practical approaches to handling customer complaints, the importance of taking ownership even when problems aren't directly your fault, and why accessibility (yes, having an actual phone number people can call!) still matters tremendously.

This episode serves as both a cautionary tale and a masterclass in crisis management. Whether you're running a cleaning business, a software company, or any service-oriented enterprise, these lessons in transparent communication and customer-first problem solving can mean the difference between weathering a storm or becoming another business failure statistic.

Listen now to ensure your business never falls into these devastating customer service traps!

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It can be crowed when trying to figure out who you are going to learn from

Up your cleaning game, join over 6000 Cleaning Business Owners most of whom are located here in the United States.

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Shannon Miller: cleaningbusinesslife@gmail.com

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See Shannon's latest courses: www.KleanFreaksUnversity.com

Note: I misspoke, the victim's name was not released at the time of the recording of this podcast!

If you are a victim of sexual assult, here is a national 800 hotline: https://rainn.org/about-national-sexual-assault-telephone-hotline

Or Call 800-656-4673 (HOPE)

A shocking case from Louisville, Kentucky serves as a critical safety wake-up call for cleaning professionals and service providers everywhere. When a 73-year-old man allegedly assaulted a house cleaner he hired through Nextdoor, posting a $250,000 cash bond after his arrest, we knew this story demanded immediate attention.

Safety protocols aren't just recommendations—they're essential lifelines in an industry where workers regularly enter strangers' homes. Your gut instinct exists for a reason, and that sixth sense deserves your full respect. Those goosebumps, that feeling something's "off"—these are evolutionary protection mechanisms alerting you to potential danger before your conscious mind processes it. People emit energy before harmful actions, and developing sensitivity to these warning signals could save your life.

Practical safety measures must become non-negotiable habits. Implement location-sharing through apps like Life360, establish check-in protocols with trusted contacts, collect comprehensive client information, require signed agreements, and consider payment upfront. For business owners with teams, your responsibility extends to protecting your employees through tracking systems and clear safety guidelines. Remember the power of "no"—you have every right to refuse service to anyone who raises red flags, regardless of potential income loss.

As we track this case through the justice system (with a possible follow-up episode after the March 31st court appearance), let it strengthen your resolve to prioritize safety. The cleaning industry presents unique vulnerabilities, but with proper protocols, awareness, and boundary-setting, you can significantly reduce risks. Your life and wellbeing are worth far more than any cleaning job or client relationship. What safety measures will you implement or strengthen today?

Story of Man who held his house cleaner in container:

https://www.dailymail.co.uk/news/article-3909644/South-Carolina-s-serial-killer-Man-kept-woman-chained-metal-container-killed-boyfriend-shows-cops-TWO-graves-farm-confesses-13-year-old-quadruple-murder.html

https://www.wdrb.com/news/crime-reports/73-year-old-louisville-man-accused-of-raping-woman-hired-to-clean-his-house/article_e75c9e52-5b15-4554-9b2a-c15

Send us a text

It can be crowed when trying to figure out who you are going to learn from

Up your cleaning game, join over 6000 Cleaning Business Owners most of whom are located here in the United States.

Support the show

Questions? Feel free to reach out!

Shannon Miller: cleaningbusinesslife@gmail.com

Join my FB Group: https://www.facebook.com/groups/1583362158497744
YouTube: https://www.youtube.com/channel/UCIjMz_-9YyiFvNVIgb61iYg

See Shannon's latest courses: www.KleanFreaksUnversity.com

What if you could transform your passion for sustainability into a thriving business? Meet Kathy Borie, the inspiring force behind Crunchy Cleaning by Kathy, an eco-friendly cleaning venture that marries her love for nature with entrepreneurial spirit.

Kathy shares her compelling journey from city life to the serene Poconos, where she found a community of like-minded individuals and built a brand dedicated to non-toxic cleaning solutions. She opens up about the challenges of balancing motherhood with the demands of entrepreneurship, and the strategies she employed to achieve financial independence and flexibility.

Join us for an enlightening conversation on the intricacies of managing a cleaning business, where Kathy reveals her approach to client selectivity and the art of collaboration over competition. Discover the importance of using eco-friendly products and how Kathy crafts her own cleaning solutions to ensure a healthier environment for both clients and cleaners. She offers candid insights into the balance of maintaining high standards without overextending oneself, and the role of constructive feedback in fostering growth and professionalism in the industry.

Explore with us the mindset required to run a small business and the emotional ties that bind an entrepreneur to their creation. Kathy unpacks the complexities of potential business expansion and the mental health considerations that come with it, along with her take on financial motivation and the societal misconceptions of the house cleaning industry. Her story is a testament to challenging stereotypes and advocating for the respect and recognition that professional cleaning services deserve. Tune in to learn from Kathy's passion-driven approach and how it continues to fuel her successful eco-conscious enterprise.

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It can be crowed when trying to figure out who you are going to learn from

Erica Paynter is the brains behind My Virtual Bookkeeper, a bookkeeping firm for cleaning companies, and the creator of Clean Co. Cash Flow Academy and the Clean Co. Collective. She’s on a mission to help cleaning business owners make sense of their numbers without boring them to tears! Erica’s all about turning messy books into profit-packed powerhouses.

support@myvbk.com

Up your cleaning game, join over 6000 Cleaning Business Owners most of whom are located here in the United States.

Support the show

Questions? Feel free to reach out!

Shannon Miller: cleaningbusinesslife@gmail.com

Join my FB Group: https://www.facebook.com/groups/1583362158497744
YouTube: https://www.youtube.com/channel/UCIjMz_-9YyiFvNVIgb61iYg

See Shannon's latest courses: www.KleanFreaksUnversity.com