Quality is our Middle Name!
Of course we guarantee our work and we have a unique quality card feedback system, but the scenario below best illustrates our professional approach to resolving problems and providing consistent quality over time.
You had your third housecleaning today and you discover a problem when you arrive home. The bathroom mirror is streaky and they didn’t clean the floor behind the toilet. Anxiety sets in. You have company coming in a few days and, while it’s not a big deal, you don’t want to clean a bathroom you just paid someone else to clean. What should you do?
The simple answer is just call us, but you hesitate. You tried that with the last service you had and left six different messages and missed the call the one time they called you back. When you finally did speak with them, they acted very defensively and made you feel like a whiner. On top of all that, you kept having the same problems on future cleanings.
Will we ever leave a mirror streaky? Sooner or later we probably will. Of course our staff is pre-screened, well trained, and well supervised to minimize such things, but they are human and make mistakes.
When we do make a mistake, call us within 24 hours. Unlike 95% of the companies in the yellow pages, we answer the phone during business hours. You won’t hear excuses. You will hear an apology. Then we will dispatch a team, the next business day, to re-clean the area that was not done properly, at no charge.
Calling us when there is a serious lapse is the easy part. There are three vital things you must give us to get the kind of quality you want every time we clean your home. In order of importance they are:
Here is the postcard you will find on your kitchen table after each cleaning:
Quality Reply Card (Front)
Please, please, please, fill it out and stick it in the mailbox after each visit. We don’t know how to make it any easier for you. The payback for you is consistent high quality cleanings. It is also unfair to the team to send them back only when you find a problem. They get monthly quality bonus checks based on their grade point averages. It’s like giving them a big tip, but with our money. It also provides a powerful incentive for the staff to understand and please each of our customers. If we ever neglect to leave a card after your cleaning or if you misplace it, just submit an on-line version of our card.
The back is already addressed and stamped.
We are proud of the fact that very few customers cancel service due to quality problems. Sadly almost all such cancellations come from customers who rarely or never mailed back their cards.