Contract Cleaning Customer Satisfaction Secrets

How to get some SANITY into those complaining cleaning customers?

We often hear speak of "customer's satisfaction" as if a cleaning customer would be ONE person. But in contract cleaning, this most definitely is not the case. 

Although we deal mainly with the facilities manager of the customer company (be that a person holding such a post or the PA of the boss), the fact remains that he or she is seldom the one dissatisfied when complaints are made.

By research we know, that MOST cleaning complaints originate from the people who are at the lowest rank or position in the company. And there, it is often something quite trivial that triggers a complaint, which then can become a huge issue even if the offence is a paperclip under the table.

Truth to tell, the biggest CAUSE of complaints - the one thing that causes those people on the factory floor to issue a complaint - involve personality clashes. As you know, cleaning is an emotional subject to most people and some also expect your cleaners to be public relations persons who have all the time in the world to give their undivided attention to every Mrs Smith, Jones and Brown at the location.

Customer loyalty stems from customer satisfaction. The facilities manager does NOT enjoy changing cleaning companies. It's a huge undertaking to get new quotes and choose a new cleaning company... why would he/she want to undertake that if there was any way to retain the existing one?

The key to loyalty lies not in gifts or such but in creating customer satisfaction.

And the key to that lies in having the tools to make your customers APPRECIATE your cleaning - to TEACH them what to look for to check that the cleaning has been conducted to their wishes.

I would recommend you read this article about customer appreciation of cleaning services and how you can increase that appreciation and handle those complaints BEFORE they come to existence... and retain your cleaning sites for FAR LONGER than the industry average.

Also, feel free to comment about your experiences with customer complaints and what is the most ridiculous complaint you've ever received?