How to Access Complaints

Complaints
 

This guide will help you respond efficiently and effectively to complaints. Integrity is a core value, and preserving the relationship with the client and technician is crucial to the well-being of our company. 

Please begin with assessing the situation. Each complaint is different, and it is our job to search for as much information as possible. Clients can complain over these mediums: Scorecards, Email, Text, Facebook, and Call. Technicians can report an issue through Discord in the cover my butt channel, notes on the job, text and call.

The ideal situation is when the technicians reach out first and set the tone of the complaint. I prefer the technician's side of the complaint before offering anything to the client. This information may suggest that the complaint could have been avoidable. Such as if the technician was unaware of the home layout and missed an area. Were there workers, family members, friends, or pets roaming the home while servicing? Was the technician behind and in a hurry for the next appt? Did they say bye to the client before leaving? Were they tired? Is this the last house of the day? Is the technician new? Click on the service in question and see if the technician added any notes or pictures.   

Now you know about the technician, here is some helpful information we need from the clients. Was this their ordinary technician? Were they told a different technician would be serving before the visit? Is this their first complaint? Do we use their products or equipment? Were they home during the cleaning? Were they asked to do a walk-through before the technician left? When was the last time they had a deep clean? 

These questions will help us discover how severe the complaint is to the client and respond accordingly. Before bringing evidence, the technician may have formed, get the clients side of the story and pictures first. They want to be heard and validated. If the client only complains about a few areas, like a toothbrush holder and dust on one shelf, apologize for the inconvenience and ask if we can get it next time. If they are still upset, offer a re-clean. We must complete a reclean within 24 hours. If they will not be home and we can't come the day after, then provide a discount for their trouble on the next service. We can also use appliance cleaning as leverage. If that's not going to cut it, the last thing we can offer is a 2-hour free cleaning. Depending on how upset the client is, we may need to schedule a different technician moving forward.

Schedule a follow-up ticket for the next appt, and ensure discounts (is discussed) or notes are applied to the following service.