Handling Cleaning Complaints
A reader writes: "I struggle with all the requirements that potential customers expect me to submit. Why can't I just give them some references and a good price rather than jumping through hoops?"
It is important to take all complaints and requests from the customer and their tenants seriously. It is sometimes difficult to determine whether a complaint is valid or not since the tenant may have expectations the property management is not willing to pay for due to budgetary concerns.
I was in a Class A level building recently and noted that the restrooms looked and smelled fine but that only one soap dispenser worked in each restroom. The BSC was interpreting the specifications that required soap be available in each restroom but did not clearly say each soap dispenser had to work. What would it have taken for the BSC to go to the next level and report the soap dispensers to management for repair or replacement? Of course, they may have done so and management chose to ignore the reports. Either way, visitors and tenants were the ones inconvenienced.
All complaints need to be tracked and shared with key stakeholders so that there are no surprises. Each complaint can be identified as valid or invalid but all should be responded to in a positive manner. If a customer is complaining about the condition of the rest rooms after the noon break, a notice can be posted on the back door with a phone number/email address for anyone to report blocked toilets, supply issues, odors, etc. These complaints should be handled promptly either by management or the BSC based on contract requirements.
Instead of arguing with the customer, go the extra mile and provide a viable quality control program that partners with them in providing a clean, safe environment for tenants and guests.
Your comments and questions are important. 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.