Complaints

Purpose:

To create a guideline on when and how to define levels of complaints and how to address issues.

Tracking:

Use Maid Central to log client complaints in notes and scorecards, as well as the complaint form.

Defined Level of Complaint:

Level 3: The client is mostly providing feedback, and isn't mad but wants to just provide information.

Level 2: The client is providing feedback, upset but not ready to cancel or write a bad review.

Level 1: The client is upset and ready to write a bad review and/or cancel.

Level 0: The client is very upset, and will not accept the offered resolution by any of the ways below.

How to handle each level:

Level 3: Log the issue by filling out the Complaint Form, add a note to their account, apologize and thank the client and let them know we will work on training the technicians in that area.

Level 2: Log the issue by filling out the Complaint Form, add a note to their account, apologize and thank the client and let them know we will work on training the technicians in that area. offer a $25 discount on their next cleaning.

Level 1: Log the issue, add a note to their account, apologize and thank the client and let them know we will work on training the technicians in that area. offer a 50% discount on their next cleaning.

Level 0: Log the issue by filling out the Complaint Form, add a note to their account, apologize and transfer them to Sales & Customer Service Manager for quick remediation.

Discretion: 

Everyone: 100% authority to give a $25 discount on Level 2 Complaints 

Level 0-1 Complaints Approval from Amanda is required on any discounts for Level 0-1 complaints. 

Approval from Johnny is required for any discounts higher than 50% on any level complaint.

Complaint form: https://forms.clickup.com/10616802/f/a3zz2-8447/F6Y0D0NFGA5HRGAA4L