CM Cleaning succeeds by putting people first

Don’t tell Natalie Cooze that nice people finish last.

Natalie owns CM Cleaning, and her commitment to people—her clients and her staff—was a major factor in the company winning a Business of the Year Award last month.

CM Cleaning was named “Most Promising New Business,” but Natalie brings a decade of experience to the venture.

“I started out in Edmonton doing casual cleaning jobs and worked my way up,” she said. Now living in Cold Lake, she operates a bonded, insured, professional company focused on giving every client outstanding service .

“The key to great service is communication,” she said. “I reply almost instantly to calls and emails. I will always ensure they have my full attention.”

Good communication starts with free in-home estimates. “I want to know exactly what our clients want done and what they don’t want done,” Natalie said. “The best estimates can only be given through great understanding. 

“If someone gives you an estimate over the phone, without ever meeting you or seeing your home, there’s all kinds of potential for misunderstanding. And that is what leads to dissatisfied customers.”

Happy staff, happy customers

Natalie says CM Cleaning’s outstanding reputation for customer service reflects the attitude of her staff. Everyone shares her approach to doing a great job, and everyone takes pride in doing a little extra.

“If a crooked picture frame needs adjusting, or a front step requires sweeping, we’d rather take care of it than just shrug and say it’s not our job,” Natalie said. “The staff always have an eye out for little ways they can do more.”

The whole team takes pride in offering every client, big or small, their full attention. “We show up,” Natalie said.

“If I have a home cleaning booked, and I get a call for an expensive industrial cleanup, the small job still comes first. I’ve seen companies rush a job, or cancel and make excuses, when you know they’re just chasing the bigger cheque. That’s just wrong, and we won’t do it.”

Communication, she says, builds trust. That’s what keeps her clients happy, and it’s also the basis of her great relationship with the people on her team. “I strive to find new ways to set my team up for success, and always show my appreciation for their hard work and dedication. We all trust each other, motivate one another and stand behind our slogan: ‘We don’t cut corners, we clean them!’”