Cleaning Services: How To Handle Customer Complaints

Service-providing business encounter a lot of customers complaining for something regarding the service you are offering in the market. And like in the business of cleaning, this sort of scenario is very familiar. Almost everyday, the complaints are so demeaning at times and the toll is almost always reaching its limit. It’s just that, you have to handle them carefully and with a different approach in such a way that you give your relational skills a very hard test. You have to spend a lot of time on these since your clients are a very important factor for your business to grow and to profit.

First, you should act on them immediately. Don’t pass it off for another day or so before returning to the complaints or you will incur a bad reputation. Get straight to the point. If they don’t like the solution you used on their homes, then tell them you are now prospecting another one and so on. Don’t just linger and wait for them to get tired and stop complaining. You have to give them the assurance that their complaints are being handled thoughtfully. This will eventually give them the impression that they are important and that you value them more than anything else.

“The customer is always right” as the saying goes. Even if you feel that the complaints you are receiving is not that reasonable at all, stay cool and still hear them wholeheartedly. Sometimes they just want to unload what feelings are inside them. Although there are really hard-to-deal-with customers, nevertheless, give in to their desires as long as it is still according to your set standard. Even on those times, that is not reason enough to underestimate them. You have to see the situation and balance it with your rational thinking. Don’t act on them emotionally; you will just mess up the situations if that is so. Have a clear mind and say to yourself that these are blessing in disguise for you to improve your services to other people—your important clients.

In connection, never be defeated with those hard-to-deal-with customers by losing your composure and becoming angry, after all you are in the field of servicing others. And if you really want to keep them as well as incur more clients, you have to watch yourself. Once they are done with their concern, it is your time to show your side. Then make sure you meet with them by ensuring that their suggestions are valued.

In case of property indemnity in one of your clients, you should speak with your staff right after the report is done. You may want to talk to the concerned staff to know her side and give pieces of advice so that the next time she cleans the house of a client, she will not commit the same mistake. After that, don’t forget to inform your other staff that they should also careful with their own cleaning jobs. Also, you should make sure that your insurance as well as the bond is all set for this kind of settlement.

For more: How to start a cleaning service