A frequently posed question from our new clients is, “What happens if I have a problem or complaint?” This question is recurrent, mainly because many cleaning companies fail to establish a clear action plan that allows clients to provide feedback and ensures their concerns are addressed.

At Colonial Commercial Cleaning, we’ve instituted a three-tiered Corrective Action Reporting (CAR) program to address any concerns you might raise.

Upon identifying an issue:

  • Root Cause Analysis: We conduct a thorough analysis to discern the core of the problem.
  • Refresher Training: If required, we’ll provide additional training.
  • Monitoring: The on-site manager maintains vigilant oversight of the situation, ensuring any issues are promptly rectified. Throughout this process, we keep the client updated on progress.

Furthermore, we enforce our Standard Incident Protocols rigorously.

Complaint Escalation Process 

We view incidents and complaints with utmost seriousness. Below is an outline of our complaint escalation process, tailored for rapid and effective resolution:

While our aim is to always deliver outstanding customer service, we acknowledge that there may be times when our clients feel the need to communicate their dissatisfaction with our services, staff, or procedures.

Step 1: Initial Contact

Clients can initiate a complaint by either calling us or sending an email. During this interaction, our clients communicate with our Customer Service Representative (CSR), who is equipped to handle intricate issues, first-level complaints, and is empowered to make informed customer service decisions.

Step 2: Escalation to a Field Manager

Should the CSR find themselves unable to address a complaint, it’s then escalated to a Field Manager, or a suitable senior staff member in the absence of a Field Manager. The Field Manager then evaluates and aims to rectify the concern.

Step 3: Referral to the Solutions Team

If the issue remains unresolved to the satisfaction of our client, the Solutions team steps in. Within 24 hours of receiving the complaint, a team member will contact the client to arrange a facility visit. Our goal is to address all complaints swiftly from the date of initial recognition. However, intricate issues might necessitate up to 48 hours for a comprehensive resolution.

It’s evident that we treat feedback with the seriousness it merits. We have the team, protocols, and expertise to promptly address and resolve concerns.

While we hope that as a client or potential client of Colonial Commercial Cleaning you’ll never face any service issues, should they arise, be assured of our unwavering commitment to addressing them promptly.

For any questions or to reach out to us, please contact us here or call us at 703-257-7730!