How to Gain Support from a Frustrated Customer

By Ron Segura 

Even if you’re doing things right, not all customers will be happy. So how do you effectively handle the individual who consistently voices complaints about the cleaning service provided? Below are some detailed tips to navigate this situation. 

From the outset, it's important to take a proactive stance. Engage your customers by asking them to pinpoint any potential complaints that may arise from building occupants. Identifying these concerns early enables you to tackle issues before they escalate into larger problems.  

Once the contract is secured, it's essential to establish a personal connection with the individual who frequently raises complaints. This connection can lead to a deeper understanding of their specific frustrations with the cleaning service, fostering a sense of empathy and understanding. 

It's important to also create a thoughtful and detailed list of tasks for the cleaning staff that clearly outlines all the things the complainer mentioned during your initial conversation. It is also imperative to identify complaint items that are not included in the scope of work. These actions reassure the complainer that their concerns are taken seriously but also instill confidence that nothing will be overlooked during the cleaning process. 

  

A memorable experience I had while working at The Walt Disney Company illustrates this approach perfectly. In a 10-story building, there was a particular individual on the third floor who frequently called to express her dissatisfaction with the cleanliness in various areas of the building. I decided to visit her and personally commend her for her keen observations — she truly had "the eye of a cleaner." Acknowledging her efforts brought a genuine smile to her face. 

During my visit, I posed a question that would significantly shift her perspective: "When I walk through the building to conduct my inspections, would you mind if I stop by to see if there's anything that needs addressing?" She readily agreed, despite mentioning that her schedule was busy.  

As a result of this personal engagement, the frequency of her calls decreased notably. However, when she did reach out, it was to share positive updates, informing me of how she was now advocating for the cleaning service among her peers. She began educating her colleagues about the scope of work, explaining that many of the issues they raised fell outside the cleaning staff's responsibilities. For instance, when her colleagues complained about various stains on a cubicle carpet, she adeptly reminded them to be more cautious with their coffee spills. This transformation would not have been successful if we weren't already doing a good job. By recognizing that she was not just a complainer and that there was potential for positive change, we were able to redirect her energies effectively. 

If you have someone who is a constant complainer, do not be quick to label them as complainer that will never change! It is worth the effort to attempt to redirect their energies and make them a flag waver" for your company. 

Ron Segura is the founder and president of Segura & Associates, a consulting firm for contract cleaning companies as well as building managers in North and South America.