Cleaning & Maintenance Management Online

Friday's Ask the Experts: Customer complaints

September 9, 2011

Friday''s Ask the Experts question from a cleaning professional on the International Custodial Advisors Network (ICAN) "Ask the Experts" page: A customer called early in the morning to complain that some stuff in the office was moved around and wondered if the cleaning crew was to be blame. I called the cleaning crew and they said they didn’t do anything different there besides the usual cleaning routine. How do I handle this issue the right way with my customer?

The answer:

If this is an important account to you, I would suggest the following:

1. Phone the customer and show true concern (empathy) regarding the problem they experienced.
2. Ask them to describe the exact area and specific equipment.
3. Ask if you can stop by and take a look so you can get the problem solved.
4. Call your crew and tell them you are going ... — Gary Clipperton, president of National Pro Clean Corp.

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