Cancellations

Purpose:

To create a guideline on when and how to improve customer retention.

Tracking:

Use Maid Central to log client cancellations, as well as the click up cancellation form.

Common Cancellation Types:

Financial- Offer a different service frequency at the same recurring discounted rate. If the client is great and in the ideal service location, offer the flex client program.

Moving out of the service area- Congratulate the client on the move, and ask them for a review, and/or a Facebook shout-out.

Quality- Offer 50% off the next cleaning service with a more seasoned technician. Set a reminder in Maid Central to follow up and do a single house inspection, call, text or email the client for the next 3 cleanings.

Schedule Conflict- Offer a variety of scheduling options to work around their schedule.

Office Issues (communication, schedule)- Offer a huge apology, send a handwritten note via USPS, and offer 50% off the next cleaning.

Discretion: 

100% authority to give a 50% discount for quality issues on their next cleaning.

100% authority to give a 50% discount for office issues on their next cleaning.

100% authority to give a complimentary 2 hour cleaning (must happen within 30 days of service), if we are unable to satisfy or come back for a reclean. They will need to provide a priority list.

Office Manager Only: 

Approval from Sales & Service Manager  is required for flex client participation and change in frequency at the same rate.

Cancellation: 

If the client cannot be saved, the person in receipt of the cancellation message (via email, text message, etc.) will cancel the appointments per the client’s request in Maid Central. Upon completion of the cancellation in MC, the Sales and Customer Service team will be notified to follow up with the client and complete the cancellation form in Click Up.