Client Complaints: How to Make the Best out of a Bad Situation
Client complaints may be one of the trickiest and most unpleasant parts of owning a cleaning service. Unfortunately, they’re unavoidable no matter how hard you work or how fantastic your services are – there will always be a customer who’ll find that what you offer doesn’t align with their expectations. The leaders in the cleaning industry know this full well. They also know exactly how to deal with complaints and emerge victorious.
Continue reading to learn how to resolve customer complaints and come out even stronger. With some tips and tricks from seasoned company owners, no negative review will ever undermine your confidence in the great work you do.
How do you respond to a cleaning complaint?
Client complaints are a hard pill to swallow, but if you know what you’re doing, you can turn this situation around and even make the dissatisfied customer into one of your most loyal ones. Learn how to do it like a true pro and change your clients’ minds with your proactive approach and pleasant demeanor.
1. Listen and be empathetic
Don’t get defensive straight away. Although you may have valid reasons to think the complaint is unfair, give your client the benefit of the doubt. After all, it may only be a small thing that you can iron out in a heartbeat. And if it’s a biggie, it’s especially important to hear your customer out and understand exactly what they’re saying.
This feedback may be a part of your learning curve and help you further improve the quality of your services. So, thank them for taking the time to come to you and show that you care for their happiness. Never show that you’re perturbed or raise your voice (even if they do).
2. Apologize and accept – but don’t overcompensate
Express your acknowledgement of their concerns. If it’s a simple misunderstanding, explain what happened clearly and concisely. If there’s been a mistake on the part of your company, it’s important to fully grasp what went wrong so you can later address it with your team. If you’re at fault, say that you’re sorry for the inconvenience and propose a solution.
However, refrain from over-explaining or coming off as overly submissive. This could paint a poor picture of your company as the client’s takeaway may be that you’re not in control. Maintain a professional tone and never allow yourself to get drawn into an argument with a client because that type of scandal can have legs.
3. Take responsibility and resolve the issue
Finally, when you’ve calmed the client down thanks to your knowledge of customer care, you should propose a fitting solution to their problem. Also, let the client know the steps you’ll take to avoid a similar issue in the future. A free re-clean is pretty much the norm when it comes to client complaints in the cleaning industry. If you decide to implement such a policy, it can also work to your advantage for marketing purposes because it shows clients that you take their satisfaction seriously.
How do I get all the advantages of owning cleaning service?
Are you determined to start your own cleaning business but you’d like some expert direction? Making sense of the intricacies of the cleaning industry may be hard for veterans, let alone first-time entrepreneurs. Here’s where MaidThis Franchise comes in.
We partner with talented entrepreneurs and help them gain the upper hand in the expanding market. You’ll learn the ins and outs of owning a company, such as how to interview and vet your cleaning crew, what resources to give your employees, and why it’s important to have bonded and insured cleaners, just to name a few. Also, you’ll have our ongoing guidance, performance monitoring, technical support, and other perks that will make your operations smooth and rewarding.
Dare to dream big because, with the MaidThis Franchise, the sky’s the limit!