How COVID-19 Impacted My Cleaning Referral Agency (And What It Revealed About This Model)y
- Diem Martin
- May 13, 2020
- 3 min read
Updated: Apr 14
When COVID hit, everything changed overnight.
Like many service-based businesses, my cleaning referral agency took an immediate hit.
At one point, we lost about 60% of bookings.
But what stood out to me most during that time wasn’t just the loss…
It was how this business model held up.
Who This Is For
This is for you if:
You’re thinking about starting a referral agency
You’re concerned about stability during uncertain times
You want a business model that can adapt
What Happened to the Business
In early April, I recorded a video sharing what was happening behind the scenes.
Here’s that video:
3/25/2020
The Reality During That Time
Bookings dropped significantly
Many clients paused service
Cleaners made individual decisions about whether to work
Instead of forcing a single direction, we allowed flexibility on both sides:
Clients could pause or continue
Cleaners could work or take time off
That flexibility became one of the biggest strengths of the model.
What This Experience Taught Me
1. Flexibility Matters
Because we weren’t operating like a traditional cleaning company:
We didn’t have employees to manage
We didn’t have fixed labor overhead
This allowed the business to adjust more naturally.
2. Communication Is Everything
One email to clients made a big difference.
It helped:
Set expectations
Offer options
Maintain relationships
And it resulted in over $3,600 in recaptured revenue from paused services.
3. The Model Is Resilient
Even with a major drop in bookings, the business didn’t collapse.
It adapted.
That gave me a new level of confidence in:
The structure
The flexibility
The long-term sustainability
If you’re still learning how this model works:👉 Cleaning Company vs Referral Agency
Looking Forward
At the time, I continued operating the business as usual, knowing things would recover.
And they did.
Moments like this reinforced something important:
This isn’t just a business that works in ideal conditions.It’s a model that can hold up when things are uncertain.
The Client Email That Made an Impact
Here’s the message I sent to clients during that time:
Subject: Service Update
Good afternoon,
I want to give you an update on our current status.
As of now, house cleaning as a sanitation service is still allowed as a necessary part of home maintenance. That being said, we leave it up to clients and cleaners to individually decide if they want to continue with service.
If either cleaners or clients are sick, please inform us to skip service.
If your cleaner is opting not to work and you’re open to service, we can match you with another available cleaner.
If you’d like to pause service, we can skip cleanings while holding your schedule, pricing, and cleaner.
Some clients have even chosen to continue paying for skipped services, which has meant a lot to both the cleaners and our team.
We’ve seen a significant drop in bookings, but we’re grateful for the clients continuing service.
Our priority is everyone’s safety.
Please don’t hesitate to reach out with any questions.
Stay safe and be well.
– Diem
What You Can Take From This
You can’t control external events.
But you can control:
Your structure
Your communication
Your systems
And those are the things that determine how your business responds under pressure.
Want to Learn How This Model Works?
If you want a clear breakdown of how to start and structure a cleaning referral agency:
Ready to Build This Step-by-Step?
If you want the systems and structure behind building a resilient business:
Want Personalized Help With This?
If you want help building a business that can adapt and grow long-term:
Want to See How Others Are Doing This?
Join the community to see how others are navigating and growing:
FAQ
Did your business fully recover after COVID?
Yes. Like many service businesses, it took time, but demand returned.
Is this model more stable than a traditional cleaning company?
It offers more flexibility, which can help during uncertain times.
Should I plan for downturns?
Yes. Strong systems and communication help you navigate them.
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