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Complaint diagnostic
Detail Cleaning Services
2024-05-15T20:15:55-05:00
Complaint Diagnostic
Purpose: This form should be completed each time a complaint is received to systematically address and rectify issues with our services.
Client Name
(Required)
First
Last
Frecuency
(Required)
Techs
(Required)
Techs
(Required)
Section 1: Identifying Root Causes
Type of Complaint:
Operational Procedures
Employee Performance
Third Choice
Client Expectations/Onboarding
Areas to Review:
Scheduling & Technician Review:
Check Technician History in Maid Central vs. Scorecard Feedback.
Analyze consistency and recent feedback from clients.
Ensure feedback has been added to client profiles and communicated with the field manager.
Technician Experience or Quality Concerns:
Note if the client was reassigned to a less experienced technician.
If this a technician with performance issues, scorecard quality with 93% or less is a red flag
Communication Issues:
Last-minute technician change not communicated.
Unclear notes or missing notes such as additional services notes missing or tags missing
Administrative failures (e.g., time changes not adjusted, missing client notes, invoicing errors, unresponsiveness).
Onboarding and Sales Expectations:
Client expectations mismatch with services provided.
Promises made outside service scope or guaranteeing something we cannot deliver on
Incomplete tags/notes (e.g., service duration, specific cleaning areas).
Client Resolution
Section 2: Implementing Changes
Resolution Strategy:
Staff Retraining
Maid Central Client Updates (Tech reassignment with required tags)
System Update
Documentation:
Add detailed notes about the complaint and resolution to the client's profile in Maid Central.
Highlight complaint-related notes for visibility to technicians and scheduling staff.
Disciplinary Actions:
Specify disciplinary action taken for an at-fault employee (if applicable).
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