Don’t Ignore Cleaning Complaints
A reader writes: “We are fed up with a customer that simply cannot be satisfied. We have decided to simply show up each day and ignore their complaints since they are never valid. How can we deal with these people?”
Wow! Based on a review of the communications between you and this customer, it may be time to go on to other business and invest your time/resources in a more productive way. It appears that you have not been fulfilling the specifications due to floor techs who are not trained and supervised properly. Areas of concern include dirty, waxy baseboards and corners, a dirty appearance due to applying finish over a dirty floor, using the wrong type finish mop and a host of other issues. Please understand that your argument that the contract was underbid is your responsibility and does not excuse your failure to provide the agreed upon results.
In your defense, the customer has not been forthcoming in providing the agreed upon inspections and has relied on informal phone calls and emails to forward complaints. They also have been very strict on interpretations of nebulous standards including unacceptable phrases such as “As Needed” and “As Required.” Your mistake was in accepting this language.
As to fulfilling the contract, you have allowed this to become personal and instead of evaluating your own staff and ramping up training and supervision, you have chosen to trust their excuses and not verified the results. I am not sure why they have not terminated the contract for cause and can only surmise that they want you to leave on your own.
Unless you can hit the “Restart Button” and commit to negotiating the contract, you probably need to give your 30 days notice and leave with your dignity intact. Think of all the opportunities you are missing out on while wasting your time in this quagmire.
Your comments and feedback are always appreciated. I hope to hear from you soon. Until then, keep it clean...
Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net.