When a customer cancels

Call in the next 15 minutes after you see a cancellation in Inbox and Slack

First find out why they want to cancel services

• Ask questions
  • “Oh no Debra i’m sorry to hear you are canceling with us.  What is the reason for doing so?”
  • Find out the WHY behind it!!
  • Most people don’t want to tell you they are unhappy
  • Be empathetic!!

• Let them know we care
  • Even if it was not us, ask them if there is anything we could have done better?

• Make sure our quality is there
  • Are we wowing the customer and if not why???
  • Make sure we handle complaints immediately and hold the techs accountable
  • Follow up calls with customers
  • Lower our complaints through accountability

• If we can fix the issue, ask management to find a solution!

Than notate in their account the reason for cancelation

Cancel all jobs so they do not have anymore jobs

Late Cancellation Fee: 50% value of the cleaning. Exceptions : emergencies, Covid related issues.