How to handle customer complaints professionally.
On-Site Complaints
If a customer expresses dissatisfaction while you're on-site:
- Listen - Let them explain the issue fully
- Apologize - "I'm sorry you're not satisfied"
- Don't argue - Even if you disagree
- Offer to fix - "Let me address that right now"
- Contact Maria - If you can't resolve it
After-the-Fact Complaints
If a customer calls to complain:
- Take detailed notes
- Don't make promises you can't keep
- Offer a re-clean within 24 hours
- Escalate to Maria if needed
What NOT to Do
- Never argue with a customer
- Never blame another team member
- Never offer discounts without approval
- Never post about complaints on social media
Documentation
Always document complaints in sparQ:
- Customer name
- Date and nature of complaint
- How it was resolved
- Any follow-up needed
Remember
A handled complaint can turn an unhappy customer into a loyal one!