3 days ago
#60: When Misaligned Expectations Lead to Angry Client Emails
Even cleaning businesses with raving reviews and A–Z checklists still face nightmare scenarios. Think after-hours emails, upset clients, confused employees, and "Oh no, what the hell do we do now?" conversations.
In this episode, our host Stephanie shares a recent (and horrific) scenario after a cleaning at an existing client's new property. Emotions were high with the client's upcoming family visit and personal challenges, and Stephanie's team had to make it right. Hear how her team navigated the chaos without burning bridges or backing down, as well as how they used it as a learning lesson moving forward.
What You’ll Learn
:
In this episode, our host Stephanie shares a recent (and horrific) scenario after a cleaning at an existing client's new property. Emotions were high with the client's upcoming family visit and personal challenges, and Stephanie's team had to make it right. Hear how her team navigated the chaos without burning bridges or backing down, as well as how they used it as a learning lesson moving forward.
What You’ll Learn
:- When you should and shouldn't reply to after-hours customer emails (and what to do instead)
- The best way to deliver client complaints to your team
- Why your “cleaning checklist” could be creating dissatisfied customers
- What to do when clients need reparations ASAP
- How to document problems, de-escalate, and still come out with lessons learned
- How Serene Clean enforces quality standards for employees
Resources Mentioned:
— Maid Summit (Free Training Event): https://www.maidsummit.com
— ZenMaid Scheduling Software: https://get.zenmaid.com/
— ZenMaid Mastermind Facebook Group (free to join): https://www.facebook.com/groups/zenmaidmastermind
Try ZenMaid free for 14 days! Get.ZenMaid.com
Book a Consulting call with Stephanie: https://serene-clean.com/consulting-services/
Read the full transcript: https://www.zenmaid.com/magazine/when-misaligned-expectations-lead-to-angry-client-emails/
— Maid Summit (Free Training Event): https://www.maidsummit.com
— ZenMaid Scheduling Software: https://get.zenmaid.com/
— ZenMaid Mastermind Facebook Group (free to join): https://www.facebook.com/groups/zenmaidmastermind
Try ZenMaid free for 14 days! Get.ZenMaid.com
Book a Consulting call with Stephanie: https://serene-clean.com/consulting-services/
Read the full transcript: https://www.zenmaid.com/magazine/when-misaligned-expectations-lead-to-angry-client-emails/
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