MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc. 5.9 Managing Customer Complaints When a customer calls with a complaint, listen carefully to help determine how it should be professionally addressed. The first rule is to never argue with a customer, as this will make them more defensive. View complaints and problems as opportunities to demonstrate your responsibility to the customer and strengthen your relationship with them. Customer complaints will provide you with general insight on what is happening within your business. Customer complaints occur for a number of reasons that are usually controllable. The may include things such as: Not understanding the customer’s perceived needs and expectations Unrealistic expectations Non-uniformity/inconsistency of the cleaning effort from visit to visit Improper use of procedures and/or supplies Excessive workload that results in hurried efforts Page 19 Proprietary and Confidential Information 5.8 New Customer Follow-Up It’s important to assure the maids have delivered what was covered during the estimate. When a customer is acquired, there is time and money into the acquisition. It’s important to make sure MOLLY MAID and the customer get off to a good start. We recommend the following procedures for new customer follow-up: Send a welcome packet which includes: o Welcome letter o Policies or FAQ o Cleaning calendar o MOLLY MAID magnet The following steps can be managed through the Quality Check Schedule in CCS by “flagging” the appointment (right click and select “Edit Appointment”). When an appointment is flagged for a Quality Check it feeds the Quality Check Schedule. Flag 1 st Clean. In the comments write: 1 st Clean, In-Home QC o This is to remind you what clean the customer is on and what the action will be (i.e. In-Home QC) Flag 2 nd Clean. In the comments write: 2 nd Clean, follow-up satisfaction call Flag 3 rd Clean. In the comments write: 3 rd Clean, follow-up satisfaction call Flag 4 th Clean. In the comments write: 4 th Clean, follow-up satisfaction call The Quality Check Schedule should be printed daily, one copy for the office staff/owner performing the in-home quality checks and one copy for the office staff performing follow up calls
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