The Time I Got a 1 Star Review for Another Company

An interesting thing happened yesterday. My business is featured on Home Advisor, and I received a call from a potential client regarding a one time deep clean of a new home they had purchased. I gave my usual spiel about how I would love to setup a time that works for their schedule to go out and do a quality deep clean, how I have been in property management for years and during those times I had to do turnover inspections before and after tenants moved in and out, so I know the details that need to be focused on like wiping down light switches, baseboards, outlet covers, etc. The potential client was interested but she said she wanted to talk to a few other companies before deciding because she saw other companies that charged less. Being one that totally understands the importance of saving money, I told her I get it and said I am here if she changes her mind.

Fast forward 5 days. I get a message from this same potential client....

Hello, I appreciate the work you guys did when you came in to clean the house, but I am dissatisfied with the results. There was dust on the toilet tank, dirt/smudges on the outlet plates, the floor cleaning your son did was unsatisfactory, there were streaks and marks left all over the floor. I was expecting it to be clean and a little shiny but the machine he used left them dull and I could see the rotation marks all over. Also we asked for the shed to be vacuumed, and he left a lot of dust and cobwebs and wood shavings all of the counters. I'm sorry to complain, I never complain. I was hesitant to pay at the time of service but I am not confrontational so I just kept my mouth shut, and I apologize for that.

You see...this potential client hired a less expensive service. One that cut corners, one that used several employees that apparently did not have adequate experience or training, one that clearly did not communicate well to understand the expectations of the client. Now, that potential client is in an awkward place of being anxious about communicating their dissatisfaction with the service, their timeline for moving in is potentially off because they have to figure out when the company can go back in to finish the job, and they now have lost trust that that particular company will do a good job and may have to search once again for a new cleaner.

Consider this scenario the next time you have expectations for a service. Value is built into the price. The quality of service I provide at AHLM makes the rate you pay something you will feel great about!