No Excuses !
- attempt to lessen the blame attaching to (a fault or offense); seek to defend or justify.
- a reason or explanation put forward to defend or justify a fault or offense.
- a poor or inadequate example of
As a service provider, customer satisfaction has always been our objective.
Of course, it’s the duty of a quality service provider to be proactive. Being detail oriented and following a system there should be little cause for services to fall short of exceeding expectation.
Our experience has been, that on infrequent occasion, even the best company will have a rare cause for missing something. Yes, even us.
When a trouble call arises, immediate action is necessary. The issue should be rectified at the next service. In some cases, the service provider should return immediately and fix it right away.
When necessary credits should be issued. There is no sense in charging a client for something that was not 100% satisfactory.
Finally, making sure to brief and train staff to make sure the issue does not reoccur is critical.
How a shortcoming or complaint is handled is what separates the professional from the rest.
Most importantly, our people are taught “don’t criticize, condemn or complain.” We have always followed the old Chinese proverb “don’t fix the blame, fix the problem”
Too often, we hear reports from our clients regarding their past experience with our competitors. The responses to client needs and complaints are worth noting.
Most common complaint responses from the average cleaner are “Not my responsibility”, “We can’t or don’t do that”, “you don’t pay enough” the worst complaint response “SORRY”.
Sorry = Sorry excuse for a cleaning company.
No Excuses !
While a heartfelt apology may be in order, the deeper step (and the more effective one) is to admit wrong doing and fix the problem. Make sure it never happens again.
All our clients have businesses to run (and little time to focus on cleaning). Making sure the client’s business and brand always set the best impression is essential. That’s the reason to hire a professional cleaning service in the first place.
While we could put other cleaning companies on notice, in this case we prefer not to. “If your enemy is making a mistake, don’t interrupt them”.
Cleaning companies who are reading our blog. Welcome! We love your clients, and we will take excellent care of them.