How to Handle Mistakes and Prevent Future Incidents
Sarah Gander 
Having proven systems in place helps to control a lot of the “surprises” that can happen when you are dealing with a ton of people at once.
Did your Cleaning Tech CLEAN the Wrong House?
How to Handle Mistakes and Prevent Future Incidents
Being a Cleaning Business Owner is not always the easiest industry to be in. At any given time, the other shoe can drop. Having proven systems in place helps to control a lot of the “surprises” that can happen when you are dealing with a ton of people at once.
One particular situation that circles around at least annually, even in the major news cycles, is that of the Cleaning Tech or Cleaning Crew that inadvertently cleans the wrong property.
While most of us find the story amusing, the client who didn’t get their home cleaned and the cleaning business owner usually do not!
Not only can this lead to customer dissatisfaction, but it can also damage your on-line business’s reputation.
In this blog post, Shannon Miller, business coach at Klean Freaks University, explores what to do when such mistakes occur, how to handle them with professionalism, and what steps can be taken to prevent them in the future.
Immediate Steps to Take
Apologize and Acknowledge the Mistake
The first step is to apologize to the affected client and acknowledge the mistake. Shannon Miller emphasizes the importance of taking responsibility and showing empathy to the client’s situation.
Rectify the Situation
Take immediate action to rectify the mistake. Shannon suggests offering a complimentary cleaning service to the affected client and ensuring that the correct house is cleaned promptly.
Handing Client Communication
Communicate Clearly and Honestly
Be transparent with the client about what happened and how you plan to resolve the issue. Shannon advises being honest and upfront to rebuild trust with the client.
Provide Regular Updates
Keep the client informed throughout the resolution process. Shannon emphasizes the importance of providing regular updates to show that you are actively working to fix the mistake.
Preventing Future Incidents
Implement Strict Verification Procedures
Shannon Miller recommends implementing strict verification procedures to ensure that the correct house is cleaned every time. This may include double-checking addresses and using GPS tracking to verify locations. And if you are low-tech and old school. Good old-fashioned photos of the property added into the customer’s digital file helps.
Invest in Employee Training
Properly train your cleaning technicians in the importance of double-checking addresses and verifying client information. Shannon emphasizes the role of training in preventing future incidents.
Use Technology to Aid Verification
Consider using technology such as digital checklists and GPS tracking apps to aid in verifying the correct house. Shannon discusses how technology can be a valuable tool in preventing mistakes.
Building Trust and Reputation
Follow Up After Resolution
After resolving the issue, follow up with the client to ensure their satisfaction. Shannon advises using this opportunity to rebuild trust and demonstrate your commitment to customer service. Don’t just text or message them. Make sure they get a phone call from you, the business owner or your manager.
Learn from the Mistake
Lastly, learn from the mistake and use it as an opportunity to improve your processes. Shannon discusses the importance of continuous improvement in preventing similar incidents in the future.
Cleaning the wrong house is a serious mistake that can have significant consequences for your cleaning business. Loss of labor, payroll taxes, credibility & reputation could all occur.
By handling such incidents with professionalism, taking immediate action to rectify the mistake, and implementing strict verification procedures, you can minimize the risk of future incidents and maintain the trust of your clients. With guidance from Shannon Miller, business coach at Klean Freaks University, you can turn a mistake into an opportunity to improve and strengthen your business.
Shannon can be reached at https://kleanfreaksuniversity.com/
You can listen to her at https://cleaningbusinesslife.buzzsprout.com
You can watch her on YouTube at https://www.youtube.com/channel/UCIjMz_-9YyiFvNVIgb61iYg
Categories: : Business Growth, Business Mindset, Cleaning Business, Cleaning Business Coaching, Cleaning Business Tips, Entrepreneurial Success, Klean Freaks University