Service
Customer Service
Customer Complaint via Phone
Refer to common complaints and responses section. Remedy the situation through available options also referred in “Complaints and Apology Training” section. Note all complaints and refer them to CEO.
Customer Complaint via Email, Forms, or Rating Comment
Reach out to customer via phone. If no answer, send email.
Customer Complaint via Online Review
Respond to the rating apologizing for the unsatisfactory service. Reach out via phone to get an accurate description of what happened. Leave voicemail if there was no answer and send email.
Cleaner Missed Something
Response:
Ongoing Client – Flat Fee:
“I’m sorry to hear that, I know [cleaner’s name] really cares about providing good service and would love the opportunity to fix these concerns for you. Would it be ok if I share this with [him/her] and ask [him/her] to improve in these areas? I will take note of that for the next cleaning and can also ask [cleaner’s name] to come back and fix this issue for you if you’d like. However, if you would rather be matched with a different cleaner, I can help with that too.”
How to Address the Cleaner:
“Hi, [cleaner’s name]. [Customer’s Name] reached out to us letting us know that items were missing from the cleaning: [list item(s)]. We are not saying the client is right or wrong, but they are not satisfied. I added the notes to the job so you can see it next time. Please check it out next time.”
Action Step: Add comment to next scheduled booking for all to see. If necessary, add a reminder for yourself to remind the cleaner on that date or the day before. Adjust permanent customer notes as needed.
“They’d like you to address it before the next cleaning. I will schedule a time for you to visit with the client to discuss their concern. You can decide then, how to resolve the issue. Would [date & time] work for you?”
One-Time Cleaning – Flat Fee:
“I’m sorry to hear that, I know [cleaner’s name] really cares about providing good service and would want to make sure you’re satisfied. I know it must be frustrating to have to circle back after the service was supposed to have been completed. Our policy in this situation is to ask the cleaner to meet with you and address any of your concerns. He/she has had a lot of customers happy with her in the past, which is why he/she is on our registry. Would it be ok if I share this with her and ask her to revisit those items with you there to sign off? What are a few options of when you would be available?”
How to address the cleaner:
“Hi, [cleaner’s name]. [Customer’s Name] reached out to us letting us know that items were missing from the cleaning: [list item]. We are not saying the client is right or wrong, but they are not satisfied. I will schedule a time for you to visit with the client to discuss their concern. You can decide then, how to resolve the issue. Would [date & time] work for you?”
Hourly Service:
“I’m sorry to hear that, I know [cleaner’s name] really cares about providing good service. Let’s look over the job notes.” (review job notes with client)
If cleaner ran out of time and item was low on the list of priorities:
“It looks like [cleaner’s name] used up the cleaning time working on the items on your priority list and ran out of time for this. Normally, cleaners would discuss with you if more time was needed, but it is possible that he/she had another job after yours and wasn’t able to extend the time. The good news is because it’s an hourly job, the time wasn’t spent on this task, so you were not charged for something that didn’t get done. Normally we have a 3 hour minimum for each job but in this case, if you’d like to schedule more time to get this task completed, we can waive that minimum and only charge you for the time needed, Would you like to schedule that?”
How to Address the Cleaner:
“Hi [cleaner’s name]. [Customer’s Name] reached out to us letting us know that items were missing from the cleaning: [list item]. We explained that you may have run out of time, but you should have checked with the client if they wanted to add more time before leaving without the list completed.”
“I will schedule a time for you to visit with the client to discuss their concern and completed the tasks. Would [date & time] work for you?”
-OR-
“The client did not want to book additional time, but I wanted to touch base with you to let you know and to make sure we’re on the same page. Please check in with client about more time if you can’t get through the list. Thank you so much.”
If task was at the top of priority list or cleaner neglected client needs:
“It looks like [cleaner’s name] didn’t follow the job notes instructions. Would it be ok if I share this with him/her? We can verify this and from there our policy is to ask him/her to meet with you to address these concerns. If you’d like to have him/her come back, I can take down a few schedule options that could work for you.”
How to Address Cleaner:
“Hi, [cleaner’s name]. [Customer’s Name] reached out to us letting us know that items were missing from the cleaning: [list item]. We are not saying the client is right or wrong, but they are not satisfied. I will schedule a time for you to visit with the client to discuss their concern. You can decide then, how to resolve the issue. Would [date & time] work for you?”
To Cleaner:
“Hi, the client let us know that you did not complete the tasks they had booked in the hourly job. Can you tell me what happened? Normally, if you could not complete all the tasks in the time requested, you can ask the client to approve additional time to get the job done. I just want to make sure I have a clear understanding when I call the client back. Thank you.”
To Client:
“Hi, thank you so much for letting me know. I will touch base with the cleaner and let you know what happened. Normally, to respect your pre-determined budget cleaners may stop at the end of the job time and what’s left on the priorities list may be left incomplete. However, normally if they had enough room in the schedule, they would ask the client if more time should be spent at the hourly rate to finish the job. It sounds like they did not ask you, which might mean they did not have additional time available on the schedule that day. The good news is that since it’s an hourly job, you were not charged for that service as long as they were continuously working on your priority list while in the home. I will get back to you soon with my findings. If it is because time ran out, would you like to book additional time to complete that service? We can waive the 3-hour minimum for you and just ask the cleaner to come back to do what was left, charged only in 30 min increments.”
Customer’s Ratings Comment was “Just Okay”
Reply to customer:
“Hi there. I saw that your last visit was just okay. I want to make sure you’re happy with your cleaning match. Is there anything I can do to help you here? Any feedback you want to share with your cleaning professional? It’s always nice for cleaners to know if mistakes were made so they have the opportunity to address it for you. And of course, if there’s ever a need to find a new match, I can help with that too. Thank you.”
Cleaner Broke or Damaged Something
Fixable or Repairable:
“I’m so sorry to hear that. That’s unfortunate. I know your cleaner tries his/her very best to be careful. In these situations when accidents do occur, we can help you discuss resolution options with your cleaner or put you directly in touch. In the past when this has happened, clients may ask for a damage reimbursement (which can be taken off the cleaner’s fee if feasible) if the cleaning professional is unable to repair or fix it. This may be something your cleaning can fix/repair. I can forward this information to him/her and seek the earliest opportunity for a return visit to address this. When would work best for you? Thank you for bringing this to our attention and we look forward to assisting you get this resolved swiftly.”
NOT Fixable or Repairable:
“I’m so sorry to hear that. That’s unfortunate. I know your cleaner tries their very best to be careful. Because cleaning Professionals are not employees of WeMaid, the cleaner is responsible for property damages. In these situations when accidents do occur, we can put you directly in touch with them to discuss resolution options. In the past when this has happened, clients may ask for a damage reimbursement (which can be taken off the cleaner’s fee if feasible) if the cleaning professional is unable to repair or fix it. Is that something you’d like to pursue? Please let me know! Thank you for bringing this to our attention and we look forward to assisting you get this resolved swiftly.”
NOTE: It is important to consider if the damage is something repairable. If you are unsure, check with the cleaning pro. Ask client for photos when appropriate so we can share with cleaner.
Cleaner Was Not Here Long Enough – Hourly Service
If cleaning time was less than minimum required time:
If the cleaner was able to complete all tasks on the task list and the client was either not home to add more tasks or was home and excused the cleaner, then there is no other resolution needed because the cleaner completed the task list and we do have a minimum fee for each visit.
If the cleaner was NOT able to complete all tasks and left earlier than the minimum job time, then the client should be re-funded the difference and we would need to reiterate to the cleaner that we typically do a minimum job fee to help offset their travel time so they should take advantage of the minimum job time.
If the cleaning time was less than the job time booked by client:
If the cleaner was able to complete all tasks on the task list and the client was either not home to add more tasks or was home and excused the cleaner, then there is no other resolution needed because the cleaner completed the task list, and the client will only be charged for the time used (in 30-minute increments).
If the cleaner was NOT able to complete all tasks and left earlier than the job time, then the client would only be charged for the time spent. Apologize for the cleaner’s oversite on the notes for requested tasks and offer to schedule a return visit to complete the tasks at the hourly rate assigned but waiving the minimum time requirement. For example, if another hour was needed then just book another hour (with same cleaner). If client wants to book with another cleaner, then the minimum hours required will still apply because it is now with a new cleaning pro.
Cleaner Was Not Here Long Enough – Flat Rate Job
If job was completed to client’s satisfaction within scope of work:
“Thank you so much for reaching out to us because we want to ensure that you are happy with your experience. From the sounds of it, your cleaning results met your expectations, and the cleaner was able to deliver on the agreed scope of work. However, you’re concerned because of the swiftness in the cleaning time. I see that you booked a flat fee cleaning which means the service fee is based on the service results delivered and not the cleaning time. If in the future you would prefer to book hourly service, please let us know and we can arrange for that. Please do let me know if I missed something or if there’s anything else I can help you with. We’re here for you!”
If job was NOT completed to client’s satisfaction within scope of work:
“I’m so sorry to hear that, but I wanted to say thank you for letting us know and keeping communication open. We appreciate the opportunity to share with your cleaner because they really care about making sure clients are happy. The good news is that your booking was a flat fee service and so it would not cost you anything extra to have the cleaner return to fix the missed items. I’m sorry for the inconvenience but I will focus on making this better with your cleaner. When are some schedule options that would work for you for a return visit? Is there anything else your cleaner should know about?”
Cleaner Arrived Late or Early
Cleaner arrived late:
“I’m so sorry to hear that. Thank you for letting me know. Sometimes things do come up with previous appointments, traffic, or getting lost. But we ask that if cleaners are going to be late, that they call and let you know in advance. I’m sorry that you were not notified. I will talk to the cleaner and remind them of the protocol.”
If client looking for a discount, let them know you can negotiate that with the cleaner on their behalf and that a $25 discount is a typical request.
Cleaner arrived early:
If client is making a complaint that the cleaner arrived too early, let the client know that you’re sorry for the inconvenience and for future reference they do not need to approve the early arrival and can turn the cleaning pro away until the appointment window. If the client has future cleanings, update their notes to reflect no early arrival.
We do not anticipate any offers for negotiated discounts if client authorized first and complained after.
Customer Wants to Cancel
“I’m so sad to see you go but we’re here whenever you’re ready to come back! Can I ask what brings you to cancel? We are always working hard to improve in any way possible; even the smallest of feedback would be super appreciated. Even if you have feedback that wasn’t directly related to your cancellation but just some ideas on how we could be better, that would be great too! Thank you so much for your business and your input.”
I got a fee (lock out or late cancel) but my cleaner keeps rescheduling/arriving late/ not showing up/ etc.
“I’m so sorry, I know that must be frustrating. I know the ideal scenario as if this wasn’t a problem at all. However, for now, how can I resolve this for you?”
A few options:
- I can match you with another cleaner
- We can inform your cleaner of your frustrations and ask them to be more consistent
- We can request something like a discount or bonus service and see what they say
- What are your thoughts on these options?
Cleaner No Show
Try to reach cleaner and see what happened, ask their ETA.
If you’re able to reach cleaner course correct:
“As you know, if you’re going to be running late, it’s important you contact the client to inform them before their arrival window. Will you be able to do this going forward?”
If you’re unable to reach cleaner, inform client:
“Unfortunately, at this time I was not able to reach the cleaner. This is not a normal issue with this cleaning professional, so I hope everything is okay with her. As soon as I find out what happened, I will let you know right away. In the meantime, I could try to find a substitute for ASAP so we don’t leave your service interrupted for long.”
Ask client if they’d be available for the next soonest time slots that you think you can get a sub
“Would you like me to try and find a sub cleaner for today or tomorrow?”
Client Wants a Refund – Example
Client Email Comments:
“She didn’t make the beds right. Bottom sheet, then blanket, then top sheet, then comforter? Are you kidding me? I had to remake them. Also, dust left on light fixtures and fingerprints on the refrigerator…I’d like a $100 refund, it didn’t feel like a $240 cleaning job.”
Our Reply:
“I appreciate you bringing this to my attention and am so sorry you had some tasks incomplete or not completed to your satisfaction during the service. All the cleaners on our registry guarantee their work and are more than happy to return to fix any missed or unsatisfactory work. However, as described in our terms of service, that would be the first step in providing a resolution. Because it’s a service business, cleaners offer to correct any issues rather than refunds.”
“Of course, I understand that it may not be convenient for your schedule or perhaps you have already taken care of this yourself. As a courtesy, I can offer a one-time $25 credit off the recent clean. But, if you don’t feel that’s enough and would rather have her come back to fix the bedding, the light fixtures and the refrigerator we can certainly still arrange for that.”
“Thank you again for letting me know. I’ll act based on your preference.”
Steps to Responding to Irregular or Major Customer Complaints:
- Thank & Apologize. Apologize – state very clearly what you are apologizing for. Don’t apologize for something you didn’t do.
“I’m so sorry to hear that the service didn’t meet expectations [specify]. But, thank you for bringing this to my attention because it’s important to me that we get any issues resolved for you. We want to track these kinds of things, so it’s not repeated with other clients. What I will do is fill out a complaint form for you and we will work on getting you a resolution as soon as possible.”
- Clarify. Ask questions. Make sure you fully understand the issue and the client’s perspective.
“I want to make sure I fully understand all the issues so either I, or the cleaner, can address them all for you appropriately.”
- Repeat Back. Summarize what the client’s issues are so they feel you fully grasp their concern.
“Ok, I let me repeat that back to you to make sure I have it right [repeat complaint].”
- Resolve or Due Diligence.
- Resolve: Only offer a resolution when the issue is clear, and a suitable resolution already exists. Be sure to get their okay. If they sound slightly turned off or not pleased, ask them for other ideas.
“I think I have a solution for this [Insert resolution idea]. What do you think of that as a solution?”
“I want to make sure we get a solution that you think is fitting to. Do you have any suggestions for me?”
- Due Diligence: If the issue requires more thought, or research, tell the client what to expect as next steps.
Potential Cleaner Error-
“Ok, the next step would be for me to touch base with the cleaner and do my due diligence to find out what happened and see what we can come up with as a solution. As a referral agency, I want to make sure I represent your best interest when I touch base with the cleaner. In order to do that, I’d like to ask what outcome you’d like to see that’s a fair resolution so I can negotiate on your behalf if necessary.”
Potential Agency Error-
“Ok, the next step would be for me to touch base with the manager see if we can come up with as a solution. To make sure I represent your best interest first, I want to let my manager know what your expectations are as a good solution so we can get this resolved. What would be a suitable solution for you?”
- Thank Again.
“I just wanted to say thank you again because if you hadn’t brought this to my attention, we wouldn’t have had the opportunity to address it for you and maybe other clients have had this issue before but we didn’t know to fix it.”
—
AFTER THE CALL:
To Cleaner – Due Diligence:
“Hi, unfortunately there has been a customer complaint [describe the issues and the client’s perspective]. I know you always try your best to ensure customer satisfaction. Can you help me understand what happened here? I spoke with the client and told them that I will talk to you and respond to them right away.”
To Cleaner – Resolved:
“Hi, unfortunately there has been a customer complaint [describe the issue(s) and the client’s perspective]. I know you always try your best to ensure customer satisfaction so I wanted to inform you of the issue so you can try to prevent it from happening in the future. I was able to resolve it by [insert solution].”
To Manager – Due Diligence:
Manager will receive complaint form. Email manager to request a call to discuss once they’ve had a chance to go over the form.
Steps to Handle Customer Complaint: Ratings, Complaint Form, or Email
Assess if there is enough information to respond concisely via email. If not, call the client and follow the steps above in the “Customer Complaint by Phone”
Otherwise, you can proceed to reply via email.
- Thank & Apologize. Apologize – state very clearly what you are apologizing for. Don’t apologize for something you didn’t do.
“I’m so sorry to hear that the service didn’t meet expectations [specify]. Thank you for bringing this to my attention because it’s important to me that we get any issues resolved for you. We want to track this these kinds of things in order to prevent [specify] happening to any other customers. What I will do is fill out a complaint form for you and we will work on getting you a resolution as soon as possible.”
- Resolve or Due Diligence.
Resolve. Only offer a resolution when the issue is clear and a suitable resolution already exists. Be sure to get their okay. If they sound slightly turned off, or not pleased, ask them for other ideas.
“I think I have a solution for this. [insert resolution idea]. What do you think of that as a solution?”
“I want to make sure we get a solution that you think is fitting to. Do you have any suggestions for me?”
Due Diligence. If the issue requires more thought or research, tell the client what to expect as next steps.
Potential Cleaner Error-
“Ok, the next step would be for me to touch base with the cleaner and do my due diligence to find out what happened and see what we can come up with as a solution. As a referral agency, I want to make sure I represent your best interest when I touch base with the cleaner. In order to do that, I’d like to ask what outcome you’d like to see that’s a fair resolution so I can negotiate on your behalf if necessary.”
Potential Agency Error-
“Ok, the next step would be for me to touch base with the manager see if we can come up with as a solution. To make sure I represent your best interest first, I want to let my manager know what your expectations are as a good solution so we can get this resolved. What would be a suitable solution for you?”
3. Thank Again.
“I just wanted to say thank you again because if you hadn’t brought this to my attention, we wouldn’t have had the opportunity to address it for you and maybe other clients have had this issue before, but we didn’t know to fix it.
—
AFTER THE CALL:
To Cleaner – Due Diligence:
“Hi, unfortunately there has been a customer complaint. [describe the issue(s) and the client’s perspective]. I know you always try your best to ensure customer satisfaction. Can you help me understand what happened here? I let the client know that I will talk to you and respond to them right away.
To Cleaner – Resolved:
“Hi, unfortunately there has been a customer complaint [describe the issue(s) and the client’s perspective]. I know you always try your best to ensure customer satisfaction so I wanted to inform you of the issue so you can try to prevent it from happening in the future. I was able to resolve it by [insert solution].
To Manager – Due Diligence:
Manager will receive complaint form. Email manager to request a call to discuss once they’ve had a chance to go over the form.
Customer Complaint by Negative Online Review
Forward to management and see what steps are necessary.
Resolution Options
Apology ideas when a discount or refund may or may not be warranted:
Level 1: $5 Emailed Starbucks Card
This is to say sorry that the client was slightly inconvenienced in some way. Only use level one for when client is not expecting to be compensated somehow. When they aren’t expecting anything, $5 to Starbucks is a sweet treat. When they are expecting some compensation, $5 to Starbucks will seem like an insult. This is used to charm clients when they are slightly displeased.
What warrants a gift card – Examples:
- Jason Lam: Cleaner rescheduled cleaning multiple weeks in a row
- Lisa K: Cleaner did not complete a task specifically requested in booking notes
Level 2: Candle Gift Set or Gift Equivalent
(not for move out jobs, must be deliverable)
This is to make a sincere apology for the client’s unpleasant experience. The client may have been frustrated or inconvenienced. We may, or may not, have offered some kind of a discount on pricing proportionate to what their issues were, but we still want them to feel that we care.
* Apology idea when a discount or refund IS NOT warranted but client has suffered or is aggravated
Level 3: Choice of 3 Gift Cards (Starbucks, Amazon, Target) & Manager Email
This is to compensate the client for their aggravation where we cannot do so via a discount off services. Gift card amount should vary based on the situation. This can be offered where the client feels they deserve some compensation, but we cannot offer it through their invoice. The point is to go above and beyond so the amount should be more than they expect.
—
When discounts or refunds warranted:
- Cleaner failed to perform a task that was originally part of the job
- Cleaner refuses to return when client is dissatisfied
- Client was charged for a service not rendered
Billing Issues and Resolution
Cleaner worked LONGER than budgeted time – Flat Fee
*Text message cleaner*
“I noticed that your cleaning time logged for [client name] was longer than the budgeted time for the flat fee job.”
“That’s okay but I wanted you to know that if you need more time and to increase the fee, you can talk to the customer or have our agency talk to the customer so we can make sure you’re paid right for the job in the future. Thank you for your hard work.”
Cleaner worked LONGER than budgeted time – Hourly Rate
Text cleaner and ask if they got client approval for additional time.
If Yes:
Adjust the time charged by half hour increments (ie, cleaner worked 4 hours 45 minutes, charge for 5 hours) and email client.
“Hi [client name]. Your cleaning was budgeted for [# hours] however [cleaner name] ended up working for [# hours] and said they got your approval for the additional time. Please let me know if you have any questions or concerns. Thank you.”
If No:
Email client to let them know.
“Hi [client name]. Your cleaning was budgeted for [# hours] however [cleaner name] ended up working for [# hours]. It appears she didn’t check in about the additional time so you are only charged for the original budgeted time but we just wanted to keep you in the loop. Thank you.”
Cleaner worked LESS than budgeted time – Hourly Rate
Adjusted the hourly booking to reflect the time worked (in 30-minute increments, rounded up after 10 minutes ie, cleaner worked 4 hours 45 minutes, charge for 5 hours).
If it’s less by more than 1 hour, text cleaner: “I noticed that at [insert client name]’s job you spent [insert hours] hours, and it’s budgeted for up to [insert budgeted hours]. I just want to make sure that’s correct and that you got everything.”
* There’s a 3-hour minimum for all hourly rate jobs
Client says, “I got DOUBLE charged”
Check transaction history by searching for client name/email.
Things to consider:
- Did a client buy a gift card from us that’s not accounted for?
- Is there a pending refund that is about to go through?
- Did we charge for 2 different cleanings on the same day?
Clarify with the client about what happened and issue a refund if appropriate.
Credit Card Declines
- Add task in Active Campaign Support
- Send “Credit Card Decline Email” — Automated task on Launch27. Holds are placed on their accounts the morning of the cleaning automatically.
- Add follow up task for 3 days later
- Try processing card every day
Using Active Campaign, find the customer profile
Day 1: Send them the “Credit Card Decline” Email
Day 2: Call & notate in AC
Day 3: Call & notate in AC
Day 4: Call & Send “Credit Card Decline #2” Email
Day 15: Send “Credit Card Decline Final Notice” Email
Day 30: Escalate to Management
*Days 5-29: Call periodically & notate in AC
Call Script:
“Hi [client name], your credit card on file didn’t work for us this last cleaning. Can I get an updated card from you?”
Try processing card every day.
After weeks of reaching out cancel all future bookings and notate in notes section of task
Final Follow Up, Call Last Time:
“Hi [client name], I’ve tried to reach out multiple times and just wanted to get payment for the last visit settled. The next step would be to escalate the outstanding balance to the credit bureau, and I would not want to have to do that so I’m just hoping we can get this resolved as soon as possible. This will be my final follow up call. I hope we can work something out, thank you.”
- We cannot move on to another cleaning with an outstanding balance. Send to management after 30 days of failed efforts to collect.
- Whenever payment has cleared, mark task off as won and reinstate any future bookings that may have been canceled.
- If no resolution is found, escalate to manager after 30 days from cleaning date.
Cleaner Service
Cleaner Missed Something
Response:
Ongoing Client – Flat Fee:
“I’m sorry to hear that, I know [cleaner’s name] really cares about providing good service and would love the opportunity to fix these concerns for you. Would it be ok if I share this with [him/her] and ask [him/her] to improve in these areas? I will take note of that for the next cleaning and can also ask [cleaner’s name] to come back and fix this issue for you if you’d like. However, if you would rather be matched with a different cleaner, I can help with that too.”
How to Address the Cleaner:
“Hi, [cleaner’s name]. [Customer’s Name] reached out to us letting us know that items were missing from the cleaning: [list item(s)]. We are not saying the client is right or wrong, but they are not satisfied. I added the notes to the job so you can see it next time. Please check it out next time.”
Action Step: Add comment to next scheduled booking for all to see. If necessary, add a reminder for yourself to remind the cleaner on that date or the day before. Adjust permanent customer notes as needed.
“They’d like you to address it before the next cleaning. I will schedule a time for you to visit with the client to discuss their concern. You can decide then, how to resolve the issue. Would [date & time] work for you?”
One-Time Cleaning – Flat Fee:
“I’m sorry to hear that, I know [cleaner’s name] really cares about providing good service and would want to make sure you’re satisfied. I know it must be frustrating to have to circle back after the service was supposed to have been completed. Our policy in this situation is to ask the cleaner to meet with you and address any of your concerns. He/she has had a lot of customers happy with her in the past, which is why he/she is on our registry. Would it be ok if I share this with her and ask her to revisit those items with you there to sign off? What are a few options of when you would be available?”
How to address the cleaner:
“Hi, [cleaner’s name]. [Customer’s Name] reached out to us letting us know that items were missing from the cleaning: [list item]. We are not saying the client is right or wrong, but they are not satisfied. I will schedule a time for you to visit with the client to discuss their concern. You can decide then, how to resolve the issue. Would [date & time] work for you?”
Hourly Service:
“I’m sorry to hear that, I know [cleaner’s name] really cares about providing good service. Let’s look over the job notes.” (review job notes with client)
If cleaner ran out of time and item was low on the list of priorities:
“It looks like [cleaner’s name] used up the cleaning time working on the items on your priority list and ran out of time for this. Normally, cleaners would discuss with you if more time was needed, but it is possible that he/she had another job after yours and wasn’t able to extend the time. The good news is because it’s an hourly job, the time wasn’t spent on this task, so you were not charged for something that didn’t get done. Normally we have a 3 hour minimum for each job but in this case, if you’d like to schedule more time to get this task completed, we can waive that minimum and only charge you for the time needed, Would you like to schedule that?”
How to Address the Cleaner:
“Hi [cleaner’s name]. [Customer’s Name] reached out to us letting us know that items were missing from the cleaning: [list item]. We explained that you may have run out of time, but you should have checked with the client if they wanted to add more time before leaving without the list completed.”
“I will schedule a time for you to visit with the client to discuss their concern and completed the tasks. Would [date & time] work for you?”
-OR-
“The client did not want to book additional time, but I wanted to touch base with you to let you know and to make sure we’re on the same page. Please check in with client about more time if you can’t get through the list. Thank you so much.”
If task was at the top of priority list or cleaner neglected client needs:
“It looks like [cleaner’s name] didn’t follow the job notes instructions. Would it be ok if I share this with him/her? We can verify this and from there our policy is to ask him/her to meet with you to address these concerns. If you’d like to have him/her come back, I can take down a few schedule options that could work for you.”
How to Address Cleaner:
“Hi, [cleaner’s name]. [Customer’s Name] reached out to us letting us know that items were missing from the cleaning: [list item]. We are not saying the client is right or wrong, but they are not satisfied. I will schedule a time for you to visit with the client to discuss their concern. You can decide then, how to resolve the issue. Would [date & time] work for you?”
To Cleaner: “Hi, the client let us know that you did not complete the tasks they had booked in the hourly job. Can you tell me what happened? Normally, if you could not complete all the tasks in the time requested, you can ask the client to approve additional time to get the job done. I just want to make sure I have a clear understanding when I call the client back. Thank you.”
To Client: “Hi, thank you so much for letting me know. I will touch base with the cleaner and let you know what happened. Normally, to respect your pre-determined budget cleaners may stop at the end of the job time and what’s left on the priorities list may be left incomplete. However, normally if they had enough room in the schedule, they would ask the client if more time should be spent at the hourly rate to finish the job. It sounds like they did not ask you, which might mean they did not have additional time available on the schedule that day. The good news is that since it’s an hourly job, you were not charged for that service as long as they were continuously working on your priority list while in the home. I will get back to you soon with my findings. If it is because time ran out, would you like to book additional time to complete that service? We can waive the 3-hour minimum for you and just ask the cleaner to come back to do what was left, charged only in 30 min increments.”
Customer’s Ratings Comment was “Just Okay”
Reply to customer:
“Hi there. I saw that your last visit was just okay. I want to make sure you’re happy with your cleaning match. Is there anything I can do to help you here? Any feedback you want to share with your cleaning professional? It’s always nice for cleaners to know if mistakes were made so they have the opportunity to address it for you. And of course, if there’s ever a need to find a new match, I can help with that too. Thank you.”
Cleaner Broke or Damaged Something
Fixable or Repairable:
“I’m so sorry to hear that. That’s unfortunate. I know your cleaner tries his/her very best to be careful. In these situations when accidents do occur, we can help you discuss resolution options with your cleaner or put you directly in touch. In the past when this has happened, clients may ask for a damage reimbursement (which can be taken off the cleaner’s fee if feasible) if the cleaning professional is unable to repair or fix it. This may be something your cleaning can fix/repair. I can forward this information to him/her and seek the earliest opportunity for a return visit to address this. When would work best for you? Thank you for bringing this to our attention and we look forward to assisting you get this resolved swiftly.”
NOT Fixable or Repairable:
“I’m so sorry to hear that. That’s unfortunate. I know your cleaner tries their very best to be careful. Because cleaning Professionals are not employees of WeMaid, the cleaner is responsible for property damages. In these situations when accidents do occur, we can put you directly in touch with them to discuss resolution options. In the past when this has happened, clients may ask for a damage reimbursement (which can be taken off the cleaner’s fee if feasible) if the cleaning professional is unable to repair or fix it. Is that something you’d like to pursue? Please let me know! Thank you for bringing this to our attention and we look forward to assisting you get this resolved swiftly.”
NOTE: It is important to consider if the damage is something repairable. If you are unsure, check with the cleaning pro. Ask client for photos when appropriate so we can share with cleaner.
Cleaner Was Not Here Long Enough – Hourly Service
If cleaning time was less than minimum required time:
If the cleaner was able to complete all tasks on the task list and the client was either not home to add more tasks or was home and excused the cleaner, then there is no other resolution needed because the cleaner completed the task list and we do have a minimum fee for each visit.
If the cleaner was NOT able to complete all tasks and left earlier than the minimum job time, then the client should be re-funded the difference and we would need to reiterate to the cleaner that we typically do a minimum job fee to help offset their travel time so they should take advantage of the minimum job time.
If the cleaning time was less than the job time booked by client:
If the cleaner was able to complete all tasks on the task list and the client was either not home to add more tasks or was home and excused the cleaner, then there is no other resolution needed because the cleaner completed the task list, and the client will only be charged for the time used (in 30-minute increments).
If the cleaner was NOT able to complete all tasks and left earlier than the job time, then the client would only be charged for the time spent. Apologize for the cleaner’s oversite on the notes for requested tasks and offer to schedule a return visit to complete the tasks at the hourly rate assigned but waiving the minimum time requirement. For example, if another hour was needed then just book another hour (with same cleaner). If client wants to book with another cleaner, then the minimum hours required will still apply because it is now with a new cleaning pro.
Cleaner Was Not Here Long Enough – Flat Rate Job
If job was completed to client’s satisfaction within scope of work:
“Thank you so much for reaching out to us because we want to ensure that you are happy with your experience. From the sounds of it, your cleaning results met your expectations, and the cleaner was able to deliver on the agreed scope of work. However, you’re concerned because of the swiftness in the cleaning time. I see that you booked a flat fee cleaning which means the service fee is based on the service results delivered and not the cleaning time. If in the future you would prefer to book hourly service, please let us know and we can arrange for that. Please do let me know if I missed something or if there’s anything else I can help you with. We’re here for you!”
If job was NOT completed to client’s satisfaction within scope of work:
“I’m so sorry to hear that, but I wanted to say thank you for letting us know and keeping communication open. We appreciate the opportunity to share with your cleaner because they really care about making sure clients are happy. The good news is that your booking was a flat fee service and so it would not cost you anything extra to have the cleaner return to fix the missed items. I’m sorry for the inconvenience but I will focus on making this better with your cleaner. When are some schedule options that would work for you for a return visit? Is there anything else your cleaner should know about?”
Cleaner Arrived Late or Early
Cleaner arrived late:
“I’m so sorry to hear that. Thank you for letting me know. Sometimes things do come up with previous appointments, traffic, or getting lost. But we ask that if cleaners are going to be late, that they call and let you know in advance. I’m sorry that you were not notified. I will talk to the cleaner and remind them of the protocol.”
If client looking for a discount, let them know you can negotiate that with the cleaner on their behalf and that a $25 discount is a typical request.
Cleaner arrived early:
If client is making a complaint that the cleaner arrived too early, let the client know that you’re sorry for the inconvenience and for future reference they do not need to approve the early arrival and can turn the cleaning pro away until the appointment window. If the client has future cleanings, update their notes to reflect no early arrival.
We do not anticipate any offers for negotiated discounts if client authorized first and complained after.
Customer Wants to Cancel
“I’m so sad to see you go but we’re here whenever you’re ready to come back! Can I ask what brings you to cancel? We are always working hard to improve in any way possible; even the smallest of feedback would be super appreciated. Even if you have feedback that wasn’t directly related to your cancellation but just some ideas on how we could be better, that would be great too! Thank you so much for your business and your input.”
I got a fee (lock out or late cancel) but my cleaner keeps rescheduling/arriving late/ not showing up/ etc.
“I’m so sorry, I know that must be frustrating. I know the ideal scenario as if this wasn’t a problem at all. However, for now, how can I resolve this for you?”
A few options:
I can match you with another cleaner
We can inform your cleaner of your frustrations and ask them to be more consistent
We can request something like a discount or bonus service and see what they say
What are your thoughts on these options?
Cleaner No Show
Try to reach cleaner and see what happened, ask their ETA.
If you’re able to reach cleaner course correct:
“As you know, if you’re going to be running late, it’s important you contact the client to inform them before their arrival window. Will you be able to do this going forward?”
If you’re unable to reach cleaner, inform client:
“Unfortunately, at this time I was not able to reach the cleaner. This is not a normal issue with this cleaning professional, so I hope everything is okay with her. As soon as I find out what happened, I will let you know right away. In the meantime, I could try to find a substitute for ASAP so we don’t leave your service interrupted for long.”
Ask client if they’d be available for the next soonest time slots that you think you can get a sub. “Would you like me to try and find a sub cleaner for today or tomorrow?”
Client Wants a Refund – Example
Client Email Comments:
“She didn’t make the beds right. Bottom sheet, then blanket, then top sheet, then comforter? Are you kidding me? I had to remake them. Also, dust left on light fixtures and fingerprints on the refrigerator…I’d like a $100 refund, it didn’t feel like a $240 cleaning job.”
Our Reply:
“I appreciate you bringing this to my attention and am so sorry you had some tasks incomplete or not completed to your satisfaction during the service. All the cleaners on our registry guarantee their work and are more than happy to return to fix any missed or unsatisfactory work. However, as described in our terms of service, that would be the first step in providing a resolution. Because it’s a service business, cleaners offer to correct any issues rather than refunds.”
“Of course, I understand that it may not be convenient for your schedule or perhaps you have already taken care of this yourself. As a courtesy, I can offer a one-time $45 credit off the recent clean. But, if you don’t feel that’s enough and would rather have her come back to fix the bedding, the light fixtures and the refrigerator we can certainly still arrange for that.”
“Thank you again for letting me know. I’ll act based on your preference.”
Steps to Responding to Irregular or Major Customer Complaints:
- Thank & Apologize. Apologize – state very clearly what you are apologizing for. Don’t apologize for something you didn’t do.
“I’m so sorry to hear that the service didn’t meet expectations [specify]. But, thank you for bringing this to my attention because it’s important to me that we get any issues resolved for you. We want to track these kinds of things, so it’s not repeated with other clients. What I will do is fill out a complaint form for you and we will work on getting you a resolution as soon as possible.”
- Clarify. Ask questions. Make sure you fully understand the issue and the client’s perspective.
“I want to make sure I fully understand all the issues so either I, or the cleaner, can address them all for you appropriately.”
- Repeat Back. Summarize what the client’s issues are so they feel you fully grasp their concern.
“Ok, I let me repeat that back to you to make sure I have it right [repeat complaint].”
- Resolve or Due Diligence.
- Resolve: Only offer a resolution when the issue is clear, and a suitable resolution already exists. Be sure to get their okay. If they sound slightly turned off or not pleased, ask them for other ideas.
“I think I have a solution for this [Insert resolution idea]. What do you think of that as a solution?”
“I want to make sure we get a solution that you think is fitting to. Do you have any suggestions for me?”
- Due Diligence: If the issue requires more thought, or research, tell the client what to expect as next steps.
Potential Cleaner Error-
“Ok, the next step would be for me to touch base with the cleaner and do my due diligence to find out what happened and see what we can come up with as a solution. As a referral agency, I want to make sure I represent your best interest when I touch base with the cleaner. In order to do that, I’d like to ask what outcome you’d like to see that’s a fair resolution so I can negotiate on your behalf if necessary.”
Potential Agency Error-
“Ok, the next step would be for me to touch base with the manager see if we can come up with as a solution. To make sure I represent your best interest first, I want to let my manager know what your expectations are as a good solution so we can get this resolved. What would be a suitable solution for you?”
- Thank Again.
“I just wanted to say thank you again because if you hadn’t brought this to my attention, we wouldn’t have had the opportunity to address it for you and maybe other clients have had this issue before but we didn’t know to fix it.”
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AFTER THE CALL:
To Cleaner – Due Diligence:
“Hi, unfortunately there has been a customer complaint [describe the issues and the client’s perspective]. I know you always try your best to ensure customer satisfaction. Can you help me understand what happened here? I spoke with the client and told them that I will talk to you and respond to them right away.”
To Cleaner – Resolved:
“Hi, unfortunately there has been a customer complaint [describe the issue(s) and the client’s perspective]. I know you always try your best to ensure customer satisfaction so I wanted to inform you of the issue so you can try to prevent it from happening in the future. I was able to resolve it by [insert solution].”
To Manager – Due Diligence:
Manager will receive complaint form. Email manager to request a call to discuss once they’ve had a chance to go over the form.
Steps to Handle Customer Complaint: Ratings, Complaint Form, or Email
Assess if there is enough information to respond concisely via email. If not, call the client and follow the steps above in the “Customer Complaint by Phone”
Otherwise, you can proceed to reply via email.
- Thank & Apologize. Apologize – state very clearly what you are apologizing for. Don’t apologize for something you didn’t do.
“I’m so sorry to hear that the service didn’t meet expectations [specify]. Thank you for bringing this to my attention because it’s important to me that we get any issues resolved for you. We want to track this these kinds of things in order to prevent [specify] happening to any other customers. What I will do is fill out a complaint form for you and we will work on getting you a resolution as soon as possible.”
- Resolve or Due Diligence.
Resolve. Only offer a resolution when the issue is clear and a suitable resolution already exists. Be sure to get their okay. If they sound slightly turned off, or not pleased, ask them for other ideas.
“I think I have a solution for this. [insert resolution idea]. What do you think of that as a solution?”
“I want to make sure we get a solution that you think is fitting to. Do you have any suggestions for me?”
Due Diligence. If the issue requires more thought or research, tell the client what to expect as next steps.
Potential Cleaner Error-
“Ok, the next step would be for me to touch base with the cleaner and do my due diligence to find out what happened and see what we can come up with as a solution. As a referral agency, I want to make sure I represent your best interest when I touch base with the cleaner. In order to do that, I’d like to ask what outcome you’d like to see that’s a fair resolution so I can negotiate on your behalf if necessary.”
Potential Agency Error-
“Ok, the next step would be for me to touch base with the manager see if we can come up with as a solution. To make sure I represent your best interest first, I want to let my manager know what your expectations are as a good solution so we can get this resolved. What would be a suitable solution for you?”
3. Thank Again.
“I just wanted to say thank you again because if you hadn’t brought this to my attention, we wouldn’t have had the opportunity to address it for you and maybe other clients have had this issue before, but we didn’t know to fix it.
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AFTER THE CALL:
To Cleaner – Due Diligence:
“Hi, unfortunately there has been a customer complaint. [describe the issue(s) and the client’s perspective]. I know you always try your best to ensure customer satisfaction. Can you help me understand what happened here? I let the client know that I will talk to you and respond to them right away.
To Cleaner – Resolved:
“Hi, unfortunately there has been a customer complaint [describe the issue(s) and the client’s perspective]. I know you always try your best to ensure customer satisfaction so I wanted to inform you of the issue so you can try to prevent it from happening in the future. I was able to resolve it by [insert solution].
To Manager – Due Diligence:
Manager will receive complaint form. Email manager to request a call to discuss once they’ve had a chance to go over the form.
Customer Complaint by Negative Online Review
Forward to management and see what steps are necessary.
Resolution Options
Apology ideas when a discount or refund may or may not be warranted:
Level 1: $5 Emailed Starbucks Card
This is to say sorry that the client was slightly inconvenienced in some way. Only use level one for when client is not expecting to be compensated somehow. When they aren’t expecting anything, $5 to Starbucks is a sweet treat. When they are expecting some compensation, $5 to Starbucks will seem like an insult. This is used to charm clients when they are slightly displeased.
What warrants a gift card – Examples:
- Jason Lam: Cleaner rescheduled cleaning multiple weeks in a row
- Lisa K: Cleaner did not complete a task specifically requested in booking notes
Level 2: Candle Gift Set or Gift Equivalent
(not for move out jobs, must be deliverable)
This is to make a sincere apology for the client’s unpleasant experience. The client may have been frustrated or inconvenienced. We may, or may not, have offered some kind of a discount on pricing proportionate to what their issues were, but we still want them to feel that we care.
* Apology idea when a discount or refund IS NOT warranted but client has suffered or is aggravated
Level 3: Choice of 3 Gift Cards (Starbucks, Amazon, Target) & Manager Email
This is to compensate the client for their aggravation where we cannot do so via a discount off services. Gift card amount should vary based on the situation. This can be offered where the client feels they deserve some compensation, but we cannot offer it through their invoice. The point is to go above and beyond so the amount should be more than they expect.
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When discounts or refunds warranted:
- Cleaner failed to perform a task that was originally part of the job
- Cleaner refuses to return when client is dissatisfied
- Client was charged for a service not rendered