Client Complaints

We take our clients’ complaints very seriously. For better understanding, we categorize these complaints into “Reasonable” & “Severe”.

The following will be enforced if we have complaints about cleaning by our clients

• If the cleaning technician is getting ongoing complaints (“Reasonable” and/or severe), we will have a conversation on what’s going on and what can be done to improve performance and eliminate the errors and hence the complaints
• If the cleaning technician gets 2 “Severe” Complaints in 1 month, the hours allotted to them will be lowered and percentages will be reduced to the lowest until we have one full month (30 or more days) without any kinds of complaints
• The following levels of activity will be implemented in case of client complaints:
  1. Verbal Coaching:
     1. In cases of client’s complaints, verbal coaching will be given by the Customer Experience Manager
     2. It will be implemented in cases where you have:
        • No more than two quality issues within a 30-day period.
        • No more than four quality issues in a 90-day period.
  2. Written Warning: 
     1. A formal letter of warning will be issued to the employee for them to sign
     2. This will be given in cases where you have:
        • 3 or more quality issues within a 30-day period
        • 5 or more quality issues within a 90-day period
  3. Probation: 
     1. You’ll be put on probation if any additional quality issues occur within 30 days of a written warning
     2. During this period, we will lower your ticket hours and your pay rate which works in accordance with the ticket hours will also be lowered
  4. Termination: 
     1. If any quality issues occur during the probation period, we will discuss on termination of the Employee Agreement.