How to Start and Grow Your Own Cleaning Business
 

DEALING WITH THE "CLIENT FROM HELL"

By Gary Goranson

No matter how hard you try to satisfy your customers' needs, there will be times when you will encounter a client whose attitude and demands would test the  effectiveness of even the best high blood pressure medication and your ability to refrain from "blowing your stack."

When you are confronted by a client who is "snorting fire" and ripping you up one side and down the other, it is human nature to react defensively.  We tend  to  take the  affront personally.  It can stretch our capacity to remain calm under fire. 

The Customer is NOT Always Right . . . BUT . . .

It's not a question of whether or not the customer is right;  it's  whether or not she THINKS she's right.  In most cases, a complaining client does make what he or she thinks is an accurate claim about which they have been wronged.  A big mistake many business people make is to take the complaint as a personal  insult.  When we do  this, we may react inappropriately with the result that the situation becomes exacerbated and we end up in a no-win argument which often results  in a tattered and irreparable business relationship.

When we're dealing with a complaining client, it's  very important that we adopt the attitude that the  customer in question is voicing a valid concern ─ and take the position that she THINKS she's right, whether in fact she is right or wrong.  The reality is that she indeed may be right and this can be a positive opportunity to actually improve your  relationship with the  client by resolving her problem. 

Most people are reasonable and will  respond  well to any customer service person who:

• Listens to the client's "problem" politely and refrains from reacting in an adversarial manner.  Make an honest effort to "hear" the customer's side of the story without interruption.

• Empathizes with the customer's perception of the problem without being condescending.  Try to understand their position. 

• Suggests what the company can do to make things right.  One  of the  easiest  ways to show  a client you want to  do what's right  is simply to ask them what you can do to resolve their issue.  Very often the problem can be resolved more efficiently by finding out that the client will ask  for a solution that is easily accomplished.

• Rectifies the client's concern as expediently as possible ─ such as the next business day at the latest.

Sometimes You Have to Bite the Bullet

If you're in business, you will  eventually run into customers who seem bent on giving you severe heartburn.  They're demanding, rude, obnoxious, belligerent,  unreasonable and downright nasty. 

Recently one of my House Cleaning  Biz 101 consulting clients asked for advice on dealing with one of her customers.  She (we'll call her Mandy)  forwarded a copy of the customer's email to me and prefaced it by saying: 

"I received this email from one of my one time cleaning customer.  I had a review the situation with my then Team Leader (Now my quality control manager and Team Manager). This was a customer from hell!!  She threw things around and no matter how much effort we did to clean her bathrooms and kitchen, she was not happy.  When our team was there, her attitude was very rude throughout the whole time when we were there.  She told me that Molly Maid and Merry Maid cleaned their house but their quality was also very bad as well…

How do you think I should handle this one? Refund her money?  A service was performed…how can we refund it just based on her subjective opinion?"

Here's a copy of the email Mandy received from her client (who we'll  refer  to here  as Mrs. Smith).

Hi Mandy,

 Thank you for getting back to me.

 To sum it up, I expressed to your assistant "Aileen" over a month ago that I was not happy with the way my house was cleaned from your three cleaners, especially paying $116.60 on November 30, 2007.  The bathroom (tub, counter tops, tub outside and doors) were not cleaned properly and I had to get it cleaned twice, still not happy, your staff were not aware of what should have been included in the cleaning and were very confused and appeared rushed. The worst was the kitchen ; it was not cleaned properly  - for example there were coffee spills down the side of the counter and the counter or the board were not wiped (there were still crumbs there), the top portion of the oven was not cleaned properly and the fan area had dirt all over it (after they had cleaned), the fridge was not wiped and there were a few more areas missed or not cleaned properly. They  did a very, very poor job on sweeping and vacuuming the kitchen and foyer and initially refused to vacuum the stairs on the second floor. 

In addition, I had taken everything off the kitchen and bathroom counters to save time so they could get more done and they didn't even do a full bathroom in the master bedroom I asked them just to clean the toilet and counter tops, nor did they vacuum or mop upstairs. I put away all items in the bathrooms and kitchen. 

 It doesn't make sense to me how 3 people could do so little in so much time and not do a good job.....I have had a few cleaners in my house with only two people and they have cleaned my entire upstairs and middle floor for less money and have done a better and thorough job.  This was the worst cleaning I have had done on my home and as the owner I felt you should be aware of it.  I was so upset that day and I wished you could have come by my house to visually see the sloppy house cleaning your staff did.

 Moreover, I did not appreciate that I left a message for you over a month ago and you have not responded to me to date.  I am requesting that I get a response from you regarding this complaint and I am also requesting a full refund of $116.60 for the poor cleaning done at my home.  In addition, I will be honest with you, I will not be using your services again nor will I be referring your company to anyone.

 I hoping we can resolve this matter between the two of us, otherwise I will be contacting the Better Business Bureau and the Town of ___________ to seek assistance.  I do not mind paying $116.60 for a house cleaning that is done properly, but I believe this house cleaning at my home from your company was unacceptable.

Looking forward to your response,

Mrs.  Smith

What this customer neglected to mention is her behavior and interference during the team's visit.  Her letter was clearly written to use as an exhibit for the BBB and whoever she planned to file a complaint with at her city hall.  I know how dedicated that "Mandy" is in satisfying her clients and that she always responds to customer concerns immediately ─ not a month later.  Mrs. "Smith" would be no exception.

My response  to Mandy was as follows:

 

Hi Mandy I think you know what my answer will be even before you read it . Yes, I would refund her money BUT I would send her check along with a letter something like this….. Dear Mrs. Smith Although we are under no obligation to do so, please find enclosed our check in the amount of $116.60 representing a full refund on the work we performed in your home on November 30, 2007. Apparently neither our company nor any of the others you say you have used in the past were able to satisfy your expectations. Our records do indicate that our staff performed the cleaning checklist I went over with you when we first met in person to discuss your cleaning needs and specifically what would and would not be performed during our first and subsequent cleaning visits. As I explained to you when we agreed to clean your home, we do guarantee complete satisfaction or a full refund. All we ask is that you call our office by 11 AM the first business day following the cleaning visit in question to let us know what we overlooked or did not clean to your expectations and that we first be given an opportunity to rectify the situation at no additional charge. Unfortunately, we were not given this opportunity since I have no record of receiving a phone call the following day requesting our return to attempt to satisfy you. Under the circumstances, your decision to terminate the relationship is to our mutual benefit. Yours truly Mandy, I know it’s difficult to take this approach – but it’s one of the costs of doing business. It’s a small price to pay for keeping your record clean since this customer really can’t say anything bad about you or your company. You did honor your guarantee. It’s one instance where if she hadn’t fired you, you should fire her! I would send this letter with your check by REGISTERED MAIL. Be sure to keep a copy of this letter AND a photo copy of the check before you mail it AND attach a photo copy of the cancelled check when your bank returns it to you.

It's Not Worth the Aggravation

Some owners may ask, "Why on earth would you offer  to refund this customer's money?  She's only a one-time customer  after all and the work was performed and expense was incurred to do it."

Well, it's  simple.  You could make a case that the client didn't qualify for a refund.  And you might be right.  However, why let this customer get you upset and focused on negative thoughts instead  of positive ones . . . all  for the sake of  $116?  It's  just not worth the aggravation, the time or the heartburn.  Pay her off and put it behind you.  After all, what  legitimate reason could this client  possibly have to complain to anyone about when you offer to refund her money without an argument?

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