How to handle customer complaints
by vlvale3, Window Shopper
- Created: January 22, 2011, 7:33 pm
Hi, how would I handle a customer who seems to be trying to pull one over on me. I have a hosue cleaning svc and someone who does the cleaning for me. I've had several rave reviews and repeat customers with this cleaner. This past customer waited 41.5 hours AFTER the cleaning was completed and after the cleaner was paid, to call me and state that the place did not look like it had been cleaned.
I informed her ahead of time that someone would need to go over things with the cleaner before the cleaner was paid and left the house. She said her mother would be there to do it and pay my cleaner.
The customer's excuse is that she expected the cleaner to do what she had asked.
My expectation was for the customer to do as I asked and go over things before the cleaner was paid and left.
The customer admitted fault in not asking her mother to check the apartment with the cleaner before leaving. She stated that her mother did not know what to look for and that the place was already pretty clean since it was vacant.
I offered to have the cleaner come back for one hour. But denied a refund since the complaint came 41.5 hours after the cleaning was completed. A lot can happen in that amount of time.
The woman started to accuse me of just leaving her hanging with no solution.
I informed her that I did offer a solution of one hour. She then said 'fine do whatever you want' and hung up on me.
Then this morning sends me an email all of a sudden saying that her mom said the cleaning was so so and that she will have to take things to the next level if I do not do something for her.
What are my rights? What do I have to do and not have to do for her?
Any help is most appreciated. Thanks in advance.
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