It is the sound every cleaner dreads: the crunch of a vacuum against a skirting board, the smash of a vase slipping from a duster, or the snap of a blind mechanism. Accidental damage is, unfortunately, a matter of when rather than if.
How you handle the moments afterwards shows your professionalism and can save the client relationship. Here is what to do when something breaks.
Step 1: stop and assess
Stop what you are doing and make the area safe, for example by carefully picking up broken glass. Do not rush to finish the room.
Step 2: do not attempt a DIY repair
It is tempting to reach for the superglue or scrub harder at a stain. Resist it. Amateur repairs often make the damage worse and can make a professional restoration harder. If you try to hide or fix the damage and fail, you risk losing the client's trust completely.
Step 3: document everything
Before moving anything, if it is safe to do so, take photos:
- A wide shot showing where the item was.
- Close-ups of the damage.
- Keep any broken pieces until the matter is resolved.
Step 4: be honest and immediate
Contact the client as soon as possible. Tell them face to face if they are home, or call them if not; a phone call is better than a note.
You might say: "I am very sorry, but I have had an accident while dusting and damaged your [item]. I wanted to let you know straight away. I have taken photos and will contact my insurer."
Step 5: contact your insurer or broker
Report the incident promptly, as policies usually require. Your broker can help you understand whether a claim makes sense given your excess. Bear in mind that a standard policy may not cover damage to the item you were cleaning; our guide to treatment risks explains why.
Clients can forgive an accident, but they rarely forgive a cover-up.
If you clean in people's homes, read about domestic cleaners insurance, and request a quote to make sure accidents like these are covered.