Clean It Up

UK General Cleaning Forum => General Cleaning Forum => Topic started by: Jessica Harvey on November 23, 2008, 07:02:30 pm

Title: customer complaints
Post by: Jessica Harvey on November 23, 2008, 07:02:30 pm

I have just started a domestic cleaning company. We have been doing Ok with several new customers each month. The feedback from customers has been good up to this week. We had two complaints
one lady said we had not dusted her ornaments and one that we had not done her whole house in four hours. I talked to the cleaners they said her bathrooms were filthy and they did what they could in the time even staying 3 hours instead of two. Is it normal to get complaints?Other customers have said these same cleaners are really good so I don't think its them. what do you do about grumpy clients?

Title: Re: customer complaints
Post by: Pristine Clean on November 24, 2008, 08:14:22 am

Each custy is different and you will get complaints. Its the nature of the business. Especially in domestic work.

You need to talk to them the custys. And explain that if it more dirtier than when you inspected the property then more time will have to be allocated or a rota in place when this happens.

Otherwise you will never make some custys happy


Dave

Title: Re: customer complaints
Post by: jana08 on November 24, 2008, 09:59:25 am

HI Friguia

Can I just ask how u got your customers ( how you Advertise).
Im new to this aswell and im findingit hard to get new customers.

Thanks

Title: Re: customer complaints
Post by: Jessica Harvey on November 24, 2008, 03:50:47 pm

I advertised in shop windows newsagents, Post Offices and so on. I have put adverts in local parish magazines and a local magazine that goes to several post code areas. I have paid two leaflet companies to drop my leaflets with little success. I have put leaflets through doors myself and paid my cleaners to help me.  I wrote to letting agents and got two jobs from that .This was more successful. Local newspaper advertising was a waste of money, no response. So it has been a variety of ways. It is slow but I am getting one or two enquiries a week. Any other ideas welcome

Title: Re: customer complaints
Post by: johnson cleaning on November 24, 2008, 05:12:07 pm

Hi one... of the best ways to get new customers is word of mouth, referrals,don't be afraid to ask if they have relatives, friends, business colleages etc you'll be suprised how much positive chit chat will get you new customers.. hope this helps..... :) Richard