What to Do When a Customer Complains or Threatens to Cancel Services | Podcast Ep 3

No matter how experienced you are in this industry, customer complaints are inevitable. Watch as Matt and Greg reveal the systems they have developed to minimize complaints, swiftly resolve issues, and safeguard against cancellation requests.
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[@brandoneldridge]

I am astounded at the timing of this podcast! This past weekend I got some negative feedback about the services my company was offering. I was pretty frustrated all weekend, as my company has been working hard to deliver excellent services. I have found this podcast to be very informative and insightful. Thank you for all that you do, OctoClean!

[@OctoCleanMedia]

We're glad the podcast came at the right time! As you saw, you are definitely not alone. Thank YOU for watching. If you ever have any questions or need help with anything, you know what to do 🤝

[@lucycaudillo1995]

Thank you guys great information

[@wendy_113]

Thank you for sharing

[@theofficecleaningcompanynz]

A plant growing out of a full toilet....with a flower! As always, great stuff guys! 👍👍👍

[@joziebush]

Disgusting but funny when you think about it.....

[@luzvidal8382]

I sincerely enjoyed and have learned a lot from your podcast ! Thank you ❤🙏🎊

[@OctoCleanMedia]

It's always nice to see another comment from you! Thanks for watching 😄

[@joziebush]

Whatever he ate had seeds in it...😁😁😁😂

[@OctoCleanMedia]

💩🌻

[@user-ww1en6dm6j]

This is was so helpful! I Would like to know how you deal with a customer that is stealing the cleaning supplies?

[@OctoCleanMedia]

Thanks for watching! We've unfortunately dealt with this before. If cleaning supplies are being stolen, it likely isn't the person who signed your contract. Let them know what's going on and find a way to limit access to where the items are being stored. If it's a closet, make sure it is locked. If you continue having a problem, stop storing items on site. Hope this helps!

[@mikemg2960]

So...if you have to send your crew to redo some cleaning because customer complained, do you pay your W2 employee for these redo hours? If so, doesn't that cost you paying twice for same job to the employee?

[@OctoCleanMedia]

It does. Fortunately, a lot of our major accounts have onsite day porters who can resolve issues. If not, we'll send someone on call who can resolve the problem, or in many cases, it is a franchise manager who will go out. Either way, it can cost us, but that level of service is what justifies our prices. Doing more than the average provider is why people do business with us. It is a good marketing and operations strategy!

[@myleskairo1715]

Would it not make sense for each account to have a checklist of all tasks employees should complete in a night and can only cross off once completed?

[@OctoCleanMedia]

Totally! We actually have training cards on every single cart with a list of all the tasks that need to be completed, plus a video demo. They will actually be available on our store soon. But even with all the training and resources, things get missed, accidents happen, retraining may be needed, or some employees just need to be replaced.