When it comes to commercial cleaning and janitorial services, a primary concern for business owners is whether their needs will be consistently met. At Colonial Commercial Cleaning, one of the top questions we receive from new clients is, “What happens if I have a problem or complaint?”
This question arises frequently because many cleaning companies don’t establish a clear plan of action for clients to offer feedback and get issues addressed. Due to our unwavering commitment to safety and reliability, we have implemented a 3-part Corrective Action Reporting (CAR) program to address any concerns you might have.
When an issue arises, we first conduct a Root Cause Analysis to understand the problem. We then provide refresher training if necessary, and finally, ensure that the on-site manager closely monitors the situation. Throughout this process, we keep the client informed.
Furthermore, we maintain Standard Incident Protocols that everyone must follow. Every incident has to be reported to ensure the safety of employees, staff, and visitors at each facility we serve.
Complaint Escalation Process
We treat incidents and complaints with utmost seriousness. Below is an outline of our complaint escalation process, aimed at ensuring swift and effective resolution.
While our primary objective is to provide exceptional customer service, if a client wishes to express dissatisfaction with our services, staff, or procedures, they can follow these steps:
Step 1: First Contact
Clients can initiate a complaint by calling or emailing us. During this interaction, they will speak with our Customer Service Representative (CSR). Our CSR is equipped to handle first-level complaints, address complex issues, and make balanced customer service decisions.
Step 2: Escalation to a Field Manager
If a CSR cannot resolve a complaint, it will be escalated to a Field Manager. If a Field Manager is unavailable, another senior staff member will address the issue. The Field Manager assesses the complaint and seeks a resolution.
Step 3: Referred to Solutions Team
If the Field Manager cannot fully satisfy the customer’s concerns, the issue will be directed to our Solutions team. A team member will contact the client to schedule a facility visit within 24 hours of the referral. We aim to resolve all complaints promptly from the date of initial acknowledgment. Some complex issues might need up to 48 hours for a thorough resolution.
As evident, we value feedback immensely and possess the staff, protocols, and expertise to address problems swiftly.
We hope that as a client or prospective client of Colonial Commercial Cleaning, you will never face any service issues. However, should any arise, be confident that your concerns will be addressed promptly and efficiently.
For any inquiries or to get in touch, please contact us here or call us at 703-257-7730.