Client Concern/Refund Form

What is your 100% Guarantee policy?

If you’re not content with your cleaning, we will come out and re-clean. If you still don’t think we did a good enough job to recommend us to your friends, we’ll refund your money.
Client's Name

First NameLast Name
Feedback Given:
Feedback given:
What type of service:

One Time Deep CleanOne Time Get It CleanDeep Clean with RecurringGet It Clean with RecurringOne time Pest ControlRecurring Pest Control
Who took the call?
Date Of Service

MonthDayYear
Date
Feelings Chart

CalmAnnoyed but GoodUpsetAngryFurious
Step 1:

Call ClientEmail Client (Email temp is:Your Satisfaction Matters 💫)Text ClientWhat can we do to make this right? and or re-doSchedule QC with Toni or Sharryll- ALL RE-DO Need QC from Toni or SharryllEmail client recap verbal conversation & game plan for moving forward (Email temp is: Recap Email)Ask client if they would like to be reassigned to a new cleaning tech
Step 2: All cards need to be edit and personalized

Send out Sorry Card-Send out Sorry Card & flowersSend out Sorry Card & brownies or Lemon barsSend out Sorry Card & bigger gift talk to Candice
Step 3:

Schedule Client Tickets to do Candice or Jules follow up ONE WEEK from the day you touched base with clientSchedule Client Ticket to do Candice or Jules follow up after next cleaning or redo to see how things wentReassign client to new tech (if discussed and requested) Please see Candice if wanting to reassign without client requesting
Step 4: IF CLIENT CANCELS- MUST BE DONE ON DAY CLIENT CANCELLED

Fill out Client Cancel SurveySend Client Gift SurveyAssign to Candice's Todoist to reach out to client to try and save (tag is:Lost Clients- Touch base CANDICE) Include name and reasoningMake Customer Ticket for Candice ONE WEEK from Cancelled day to see if client replied
Team:

BABY BLUEBLACKBLUEBROWNGOLDTURQUOISEGREYLIME GREENMAROONNAVYORANGEPEACHPINKPURPLEREDSILVERTEALGREENWHITEYELLOWCITRUSCANDY PINKMINTINDIGOVIOLETEMERALDMUSTARDTERRACOTTACHERRYBEIGE
Reassigning to:
What is your refund approach?

Simple! If something is not done to your expectations, please let us know. We’ll send a team out to make it right. If after our re-clean is completed and you’re still not happy with service, we offer a partial refund. Redos are completed with 24 hours
Areas Missed:
prevnext( X )
Hand-wipe Baseboards
$39



Hand-wipe Shutters
$39



Inside Fridge
$35



Inside Oven
$35



Inside Windows
$30



Blinds
$15



Dusting (Per room)MC
$12 Quantity



Bathroom (Per room)MC
$25 Quantity



Floor
$45



KitchenMC
$25



Dusting (Per Room)DC
$27 Quantity



Bathroom (Per Room)DC
$55



KitchenDC
$55



Upset Client
$15



Angry Client
$20



Furious Client
$25



Total

$0.00
Is this a REFUND or Credit to their account?

I'd be delighted to provide you with a discount.

We have two options available for you. Firstly, we can process a refund to your bank account, which typically takes 5 to 7 business days. Alternatively, if you prefer, we can add a credit to your account along with a complimentary inside fridge add-on valued at $35. Please let us know which option you
Is this a REFUND or Credit to their account? I'd be delighted to provide you with a discount. We have two options available for you. Firstly, we can process a refund to your bank account, which typically takes 5 to 7 business days. Alternatively, if you prefer, we can add a credit to your account along with a complimentary inside fridge add-on valued at $35. Please let us know which option you

Refund to BankCredit to accountCredit to account with complimentary $35
Must Quality check the FULL House:

Re vacuum ALL Floors
Re Steam or MOP ALL floors
Make all beds
Fluff all pillows
and fold all blankets
Take all trash out and re line trash can

This is 1.25 man hours

then give the details and adjust time for other areas needing to be done
Was a re-do done?

YesNo
If no on re-do; why?
What actionable steps for change will you be making?
Scheduling future quality checks, follow up in a month etc...
When was the redo?

MonthDayYear
Date
Next Cleaning is

MonthDayYear
Date
This area is for Pest CALL BACKS not complaints. Complaints you will do the steps above
Steps for call Backs

Set up Call back with details notesSet up a reminder to check back in 8 days to check how things went(Text Temp is IS)
Should be Empty:

What is your refund approach?