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.