In any business, customers are very important for your success and sometimes you will receive some complaints from them. These complaints will be reported to you after rendering your services which can serve as negative feedback about your business performance. These complaints will sometimes come out even after many days had passed after the service has finished. You must also have the skill for handling the complaints of your customers.

Complaints or negative feedback are either about the cleaning performance of your staff or employee’s personal attitude. The cleaning materials or equipment you used together with the chemical solutions, the appearances of your employees who can be late on reporting to the client site can also be possible reasons for customers’ complaints.

Usually, feedback forms are given to customers as your service crew arrives at the place. Customers are asked to fill up the forms both for the feedbacks about your business. Contact numbers that are provided in forms will give them the chance to call you for personally giving their complaints, feedbacks and other concerns.

Make sure to handle the complaints as soon as it is reported. If the complaint was gathered from the form you gave for evaluation, it is important to call them right away to inform them that you just received their complaints. There are some concerns about commenting or some advice that do not require immediate solutions such as the cleaning solution used. Actions have be made as the company will call you for your next service.

Always keep in mind that when talking to clients, always give your full attention to the complaints no matter what those may be. Some customers are very hard to talk with especially regarding the standard of cleaning their place. No matter how hard it is to handle, it is important to hear their complaints and make them feel that you are sorry for any problems they have encountered. Be sure to make some improvements in your cleaning services that are based on their feedback.

You must always control your temper when talking to clients when they are complaining. Sometimes you will encounter clients that are very difficult to handle. You have to allow them first to say everything about their complaints and concerns and afterwards, it is your time to explain and assure them of improvements or solutions on the said problems. However, these customers are very important in your business and you have to do your best to please and assure them not to meet the problems they have encountered before to still keep you in their list.

There are also complaints regarding your staffs’ performance in their cleaning services such as damages on company’s properties. You should talk to your employees right away and make immediate solutions before setting a date to talk to the concerned complainant. Make sure to have your insurance for making quick solutions and settle the said issues.

Complaints can be because of your employees' attitude - like not wearing the cleaning uniform or their negative performance towards work. Talk to the concerned staff immediately and ask first what really happened. If the problem is really with your staff, issue a memorandum and if there are no improvements from him it is time to fire him. If the problem is on the client, do not send to them your employee that concerns them to avoid the same problem.

For more: How to start a cleaning business