One of the early lessons I learned in the cleaning business is that unresolved complaints soon lead to you getting fired.
Sadly it took me a while to get this though my thick head, and I lost a few pretty good cleaning accounts as a result.
It wasn’t as if I was the guy in the picture above shredding the complaints as they came in, it was more of me not giving the problem enough attention out of the gate. My problem was I was SUPER BUSY, and I kind of put existing customers on the back-burner as I was signing up new accounts and getting them started.
I thought I was doing the right thing at the time, but in hind sight I was completely backwards because I was loosing accounts as fast as I signed up new ones. It generally went like this: A complaint came in and I thought it could wait until I got some new account off the ground.
Maybe the customer didn’t like the cleaner they had and wanted another due to a personality issue, or perhaps they requested higher quality toilet paper (yea that happened a few times). Who knows, it could have been anything, but the fact is I dragged my feet for a week or two and as a result the customer thought I DID NOT CARE.
Now once the customer thinks you don’t care, they lose interest in sending you that fat monthly check to clean the place. This puts the wheels in motion for your dismissal. Sadly you don’t realize this is happening because you “think” that all is OK. They stopped calling to complain and you mistakenly believe PROBLEM SOLVED.
Of course the problem is not solved. They are quiet because they have already GIVEN UP ON YOU and are interviewing other cleaning companies to take your place. So a month or two goes by and WHAM… you get the certified letter in the mail (or the equally dreaded phone call) indicating when your last day will be.
So the moral here is to PAY ATTENTION to the clues the customer gives you. All complaints, no matter how small need to be given priority attention. If you can fix the issue, and go a little beyond the call of duty in doing so you will be in great shape. The customer will not lose faith in you, and those FAT CHECKS will keep rolling in.