Ask the Building Maintenance Experts
Solutions for Your Toughest Problems

ICAN  Q & A  Home

Saturday, October 25, 2014

Question

A customer called early in the morning to complain that some stuff in the office was moved around and wondered if the cleaning crew was to be blame. I called the cleaning crew and they said they didnít do anything different there besides the usual cleaning routine. How do I handle this issue the right way with my customer?


Answer

If this is an important account to you, I would suggest the following:
1. Phone the customer and show true concern (empathy) regarding the problem they experienced.
2. Ask them to describe the exact area and specific equipment.
3. Ask if you can stop by and take a look so you can get the problem solved.
4. Call your crew and tell them you are going to visit the account and ask them to recall any details about the incident.
5. Do your best detective work to resolve the problem (who did what, when and where).
6. Either way, assure the customer you are always concerned with any problems they may experience and will do your best to resolve them.
If the account is not of great concern, then diagnose the problem on your next visit. Itís all about excellence in customer service.

Gary Clipperton
National Pro Clean Corp.
(719) 598-5112
www.nationalproclean.com