Poor training and/or a need for re-training Poor work ethic and/or attitude Proper follow-up is a critical part of the complaint resolution. We recommend the following procedures to assure proper follow-up. Offer to send the team back to finish the job properly o Change teams if necessary Discuss the nature of the complaint with the team Flag the next three cleans for the following: o Flag 1 st Clean. In the comments write: 1 st Clean, In-Home QC, Complaint (include details of complaint in comments and in appointment comments so the teams will see the detail on the Team Leader Schedule) o Flag 2 nd Clean. In the comments write: 2 nd Clean, follow-up satisfaction call on complaint o Flag 3 rd Clean. In the comments write: 3 rd Clean, follow-up satisfaction call on complaint o Note: If the Quality Check Schedule is printed daily, this will allow you to cover the complaint BEFORE the cleaning to assure the team is aware of the past issue 5.10 Surveys Our survey system is an automated system that pulls data from CCS and is referred to as Listen 360. The response rate to the survey system is approximately 1/3. Each customer will receive one emailed survey after a cleaning every 90 days. The survey consists of two questions as follows: How likely would the customer be to refer MOLLY MAID to a fried or business associate o Rating 0-6 (detractors) Next question: How can MOLLY MAID make it right? o Rating 7-8 (Passives) Next question: What can MOLLY MAID do to get to a 10? o Rating 9-10 (Promoters) Next question: Thanks the customer for their business and reminds the customer of the referral program.
MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc.
Page 20
Proprietary and Confidential Information
Made with FlippingBook Online newsletter