Use the first call with a commercial cleaning lead to find out whether you can help and agree what happens next. Confirm the site, the cleaning need and the buying process before discussing a visit. An enquiry is not a booked meeting or an agreement to hire you.
Start with context and permission
Introduce yourself and connect the call to the enquiry. If the details came through a lead service, explain that connection rather than implying the person contacted you directly.
You could say: “Hi, this is [name] from [business]. I’m calling about the cleaning enquiry for [site]. Is now a good time for a few questions so I can check whether we’re a suitable fit?”
If it is a poor time, agree when to call back. If they do not recognise the enquiry, clarify its source and stop the sales conversation until that is resolved.
Find out what needs to change
Start with “What prompted you to look for a cleaner?” Listen before working through a checklist. A new tenancy, inconsistent service and a one-off clean need different responses.
- What type of premises is it, and in which suburb or town?
- Is the request for ongoing cleaning, a one-off job or both?
- Which areas matter most, and roughly how large is the site?
- What frequency and cleaning hours are being considered?
- When would the service need to start?
Treat unknown details as items to confirm, not reasons to guess. Check the location against your practical service area, including travel at the proposed cleaning time.
Clarify who is involved and whether you can help
Ask who will review the proposal and who can approve it. Keep this neutral: “Will anyone else need to be involved in the site visit or quote?” A facilities contact may know the building well without controlling the budget.
If there is an existing contractor, ask about the intended changeover and any dates the client needs to check. Do not assume they can start immediately. For specialist tasks outside your capability, say so rather than promising coverage.
If asked for a price, explain which site details you still need. Use the call to establish scope, not to commit to an unsupported fixed amount.
End with one agreed next step
Summarise the need, any gaps and the action you have both accepted. That may be a walkthrough, a request for a scope document, a later call or a clear decision not to proceed.
For a suitable site, work through the questions to confirm before a walkthrough when arranging the visit. Record the contact’s preferred channel and agreed timing so your next message is expected and relevant.
