When it comes to commercial cleaning and janitorial companies, one of the main concerns business owners have is if their needs will be met on an ongoing basis.
At Colonial Commercial Cleaning, one of the top questions we get from new clients is: “What happens if I have a problem or complaint?”
It’s understandable why this question comes up over and over. It’s because many cleaning companies don’t take the time to put a clear plan of action in place for the client to provide feedback and to have issues addressed.
Because of our dedication to safety and reliability, we have a 3-part Corrective Action Reporting (CAR) program in place to address any issues you may want to bring to our attention.
When an issue is identified, we first go through a Root Cause Analysis to undercover the issue, next we provide refresher training if necessary, and last but not least, we ensure the on-site manager keeps a close eye on the issue. The client is kept informed during this process.
In addition, we have Standard Incident Protocols that must be adhered to as well. Every incident must be reported for the safety of employees, staff, and visitors of each facility we serve.
Complaint Escalation Process
We take incidents and complaints very seriously. As such, below is an overview of our complaint escalation process, which is designed to encourage fast and efficient resolution.
While we always aim to give our customers top-notch customer service, in the case that a client wishes to express dissatisfaction with our services, staff, or procedures, they can follow these steps:
Step 1: First Contact
To begin any complaint, our clients call us or send an email. During this call, our customers interact with our Customer Service Representative (CSR). Our CSR is empowered to resolve first-level complaints and complex issues and make reasonable and fair customer service decisions.
Step 2: Escalation to a Field Manager
If a CSR isn’t able to resolve a complaint, they will escalate it to a Field Manager or a suitable alternative senior member of staff if a Field Manager isn’t available.
The Field Manager will review the dispute and find a solution for the complaint.
Step 3: Referred to Solutions Team
If a Field Manager is unable to resolve a complaint to our customer’s complete satisfaction, the issue will be referred to our Solutions team.
A member of the team will make contact to schedule a visit to the facility within 24 hours of receiving the referral. We aim to resolve all complaints immediately from the date of initial acknowledgement. Complex problems may require up to 48 hours to adequately resolve them.
As you can see, we take feedback very seriously and have the staff, protocols, and know-how to address issues quickly.
We hope that as a client or prospective client of Colonial Commercial Cleaning, you will never have to report a cleaning service issue, but if it does happen, you can rest assured that your issue will be heard and it will be resolved in an expedited time frame.
If you have any questions or need to reach us, please contact us here or call us at 703-257-7730!