7 Steps For Handling Client Complaints In Your Commercial Cleaning Company

All commercial cleaning companies get complaints, but not all handle them completely or to their client's satisfaction. In order to ensure both complete follow-through and client satisfaction, follow these 10 steps.

1. Acknowledge the complaint and listen to the client. Focus on understanding the complaint instead of defending your company or your employee.
2. Do not argue with the customer or become defensive.
3. Set up a face-to-face meeting with the client that same day and be on time. Inspect the area of complaint.
4. In your own words, summarize your understanding of the complaint to make sure you are on the same page as the client.
5. Tell the client what you will do to remedy the problem. If you are not sure how to make the client happy, then ask them what you can do to remedy the problem.
6. Take care of the problem the same day, regardless of the short-term cost. The long-term relationship is more important.
7. Report back to the client when the problem has been solved to make sure he or she is satisfied.

Once the client is satisfied, analyze the situation to determine what caused the complaint. Was it a system problem or an employee problem? If it's a system problem, then make a change to the system so it doesn't happen again. If it's an employee problem, re-training may be in order. Decide on the correct course of action to divert any future complaints.

Comments

[John Smith]

I really agree with your tips.....but analyzing the situation and finding the root cause of customer dissatisfaction is more important to take precautions in future.

[Gutter Cleaning]

Thanks for the info. Keeping customers happy gets harder as you grow your business but you have helped me understand what can be done in the future. Thanks

[Montreal Professional Cleaning Services]

Usually complaints are the result of poor training or differences in expectations.

If the problem involves training, then find out who dropped the ball - the employee or the supervisor? Then determine if this is an isolated incident or if your training procedures need reviewing.

[commercial cleaning services melbourne]

This does not sound like a good situation. After a customer complaint has been resolved I think it’s important to understand why the problem happened so that it can be avoided in the future. Make a note of lessons learned and see what you can do to change your processes to ensure it doesn’t happen again.