Quality is our Middle Name!
Of course we guarantee our work and we have a unique quality
card feedback system, but the scenario below best illustrates our
professional approach to resolving problems and providing consistent
quality over time.
You had your third housecleaning today and you discover
a problem when you arrive home. The bathroom mirror is streaky and
they didn't clean the floor behind the toilet. Anxiety sets
in. You have company coming in a few days and, while it's not a
big deal, you don't want to clean a bathroom you just paid someone else
to clean. What should you do?
The simple answer is just call
us, but you hesitate. You tried that with the last service you
had and left six different messages and missed the call the one time
they called you back. When you finally did speak with them, they
acted very defensively and made you feel like a whiner. On top of
all that, you kept having the same problems on future cleanings.
Will we ever leave a mirror streaky? Sooner or
later we probably will. Of course our staff is pre-screened, well
trained, and well supervised to minimize such things, but they are human
and make mistakes.
When we do make a mistake, call
us within 24 hours. Unlike 95% of the companies in the
yellow pages, we answer the phone during business
hours. You won't hear excuses. You will hear an apology.
Then we will dispatch a team, the next business day, to re-clean the
area that was not done properly, at no charge.
Calling us when there is a serious lapse is the easy
part. There are three vital things you must give us to get the
kind of quality you want every time we clean your home. In order
of importance they are:
-
Feedback
-
Feedback
-
Feedback
Here is the postcard you will find
on your kitchen table after each cleaning:
Quality Reply Card (Front)
Please, please, please, fill it out and stick it in the
mailbox after each visit. We don't know how to make it any easier for
you. The payback for you is consistent high quality
cleanings. It is also unfair to the team to send them back only
when you find a problem. They get monthly quality bonus checks
based on their grade point averages. It's like giving them a big
tip, but with our money. It also provides a powerful incentive
for the staff to understand and please each of our customers. If
we ever neglect to leave a card after your cleaning or if you misplace
it, just submit an on-line version
of our card.
The back is already addressed and stamped.
We are proud of the fact that very few customers cancel service due to quality
problems. Sadly almost all such cancellations come from customers
who rarely or never mailed back their cards. |
