
Internal policy
Satisfaction guaranteed
Satisfaction Guaranteed Options:
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Money-Back Guarantee:
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Offer a full or partial refund if the customer is dissatisfied with the service provided.
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Re-Cleaning Policy:
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Provide a free re-cleaning service if the customer is not satisfied with the initial cleaning.
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Flexible Rescheduling:
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Allow customers to reschedule appointments without penalty if necessary.
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Discounts or Coupons for Future Services:
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Offer discounts or coupons for future cleanings as a gesture of goodwill for any inconvenience caused.
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Personalized Service:
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Tailor cleaning services to meet individual customer needs and preferences.
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Customer Loyalty Program:
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Implement a loyalty program where customers earn rewards or discounts based on the frequency of their bookings.
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Follow-Up Call:
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Conduct a follow-up call or visit after each service to ensure customer satisfaction and address any concerns promptly.
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Service Guarantees:
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Guarantee specific outcomes such as stain removal or odor elimination to instill confidence in the service quality.
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Customer Expectations
Communication Channels:
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Ensure clear communication channels are established for customers to reach out with inquiries, complaints, or feedback.
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Provide multiple contact options such as phone, email, and online chat for convenience.
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Service Agreement:
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Clearly outline the scope of services offered in the agreement including frequency, areas covered, and any special requests.
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Provide transparency regarding pricing, billing cycles, and payment methods.
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Professionalism and Conduct:
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Require all staff to maintain a professional demeanor at all times.
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Emphasize respect for the customer's property and privacy during service.
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Quality Assurance:
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Implement thorough quality checks after each service to ensure standards are met.
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Offer a satisfaction guarantee policy where customers can request a re-cleaning if they are unsatisfied with the service.
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Timeliness:
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Adhere to scheduled appointment times and notify customers promptly of any delays.
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Provide flexibility in scheduling to accommodate customer preferences whenever possible.
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Handling of Complaints:
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Establish a protocol for addressing customer complaints promptly and effectively.
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Train staff on conflict resolution techniques and empower them to resolve issues on-site when feasible.
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Feedback Collection:
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Encourage customers to provide feedback after each service.
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Actively solicit feedback through surveys, reviews, or follow-up calls to continuously improve service quality.
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Safety and Security:
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Prioritize the safety of both customers and staff by adhering to industry safety standards and regulations.
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Conduct background checks and provide training for all employees to ensure trustworthiness and reliability.
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